Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. This report has rich insights about both B2B and B2C customer experience.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

Experience Investigators by 360Connext

JANUARY 26, 2015

30, January 2015. Customers know right from wrong, and the organizational leadership does, too. Blog Customer Engagement Featured Opinion Customer Experience customer service leadership linkedin' It is complicated. It is regulated. It is a often a price-based customer battlefield. I totally get it. 11:00 AM - 11:30 AM CST.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. How Developed is Your Customer-Centric Strategy for 2015? Blog Customer Experience Featured business growth Entrepreneurship leadership linkedin management strategy'

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Beyond Philosophy

MARCH 16, 2015

The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Colin is an international author of four bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

2015 122

2015 CEM 2002 Books 122

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2013, she published a book on Online Marketing for Small Businesses (Wiley), is a contributing author to a book on Social Business scheduled to be released in 2015 (Pearson), and semi-actively writes a Customer Experience blog at anniesaid.com.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Customer Bliss

FEBRUARY 26, 2015

Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset growth. They need proof.

Chief Customer Officer 161

Chief Customer Officer 2015 Leadership Culture 161

Experience Investigators by 360Connext

JUNE 22, 2015

Social can help your leadership seem more down-to-earth and in tune with customers. Could your leadership benefit from hearing directly from customers? A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Help users find each other and support your brand. It’s a means to an end.

Social Media 233

Social Media Engagement Magazine Innovation 233

CloudCherry

SEPTEMBER 1, 2019

Prior to joining Tethr , Matt was a Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, held numerous global leadership roles in research, product development and management for CEB, now Gartner.

2013 244

2013 2011 2012 2010 244

Customer Bliss

JANUARY 17, 2017

He’s been there since October 2015. And, most importantly, he went through a very extensive set of interviews with every level of leadership he would be working with. Ritz-Carlton leadership training. I call this “one-company leadership.” He had to present a proposal for his first 90 days in the role.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Talkdesk

AUGUST 28, 2020

Following six years of a challenging journey as a call center agent, I joined Talkdesk® as a technical support representative in 2015. The post Women in Leadership: My journey in Customer Experience appeared first on Talkdesk.

Leadership 122

Leadership Customer Experience Call Center 2015 122

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Who says March Madness is only for car dealerships and mattress stores!? Here’s a bit of what we have going on this month: Undercover at SXSW. Need a customer-focused speaker for your next event?

Events 223

Events Customer Experience Webinar Telecommunications 223

Customer Bliss

FEBRUARY 10, 2015

The role of the Chief Customer Officer is to bring leaders together to establish Customer Asset Metrics and customer growth behaviors they will stand behind as a united leadership team.

Chief Customer Officer 166

Chief Customer Officer 2015 Metrics Leadership 166

Customer Bliss

FEBRUARY 17, 2015

Make reliability performance part of the ongoing leadership talk track. Drive accountability metrics and compensation around the reduction and resolution of issues.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

Provide Support

DECEMBER 1, 2016

Why to Apply Servant Leadership in Customer Service. © 2003 - 2015 Provide Support LLC. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. Read more.

Leadership 80

Leadership 2003 Customer Service 2015 80

Customer Bliss

NOVEMBER 7, 2017

In 2015, Ross accepted the newly created role of Vice President of Customer Experience for Hunter Douglas North America. Align Leadership and Company Around One Goal: A Shared Vision. At Hunter Douglas, executives aligned around the top goal for the company, which was to improve customer experience.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

Customer Bliss

NOVEMBER 7, 2017

In 2015, Ross accepted the newly created role of Vice President of Customer Experience for Hunter Douglas North America. Align Leadership and Company Around One Goal, A Shared Vision. At Hunter Douglas, executives aligned around the top goal for the company, which was to improve customer experience.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

Maz Iqbal

MARCH 29, 2015

Case Studies Customer Experience Leadership / Change / Transformation Research Reports customer experience CX maturity Nunwood CX Research 2015 UK Customer Experience USA CX Leaders 2015' In this conversation, I wish to focus on where the UK stands in relation to the USA – […].

2015 87

2015 Leadership Consulting Customer Experience 87

PeopleMetrics

JUNE 16, 2015

Many of these companies are undertaking short-term fixes and fighting fires, but they don't appear to have the visionary leadership necessary for customer experience differentiation. Members of your leadership team are likely no exception. Build your burning platform.

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Added by Anne Reuss on Jan 30, 2015. Consider what this means.

2013 252

2013 Customer Service E-support 2014 252

Customer Bliss

NOVEMBER 3, 2016

I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company” to this post (June 2015) called “Bring The Silos Together In The Customer Room.” Aided listening. Experience artifacts (collateral, recordings).

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Global perspectives on service research priorities for 2015. Carey School of Business.

2014 128

2014 Leadership 2015 Customer Service Training 128

Experience Matters

SEPTEMBER 21, 2016

During a period between 2011 and 2015, it is estimated that there were as many as 1.5 In case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers.

2011 118

2011 Leadership Culture 2015 118

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Magazine, Forbes, U.S.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

MAY 31, 2016

In June 2015 Future Travel Experience named Curtis as one of 25 global innovation leaders in the airline industry. Curtis has held a variety of leadership roles in his career -from serving as Amazon’s first General Manager in the UK to developing curriculum and teaching at the UW’s Mobile Business Strategy Certificate Program.

Airlines 158

Airlines Customer Experience Insurance 2015 158

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Creating original content to drive engagement and promote our thought leadership (Infographics, Ebooks, etc.). Here are some of the ways we’ve already approached 2015 differently. Using social channels effectively through both sharing information ( Slideshare , Pinterest, List.ly, Instagram).

Marketing 233

Marketing Social Media Blog Webinar 233

TechSee

JANUARY 25, 2023

He rejoined Oracle in November 2020 having previously worked for the company in 2015-16 after the acquisition of TOA Technologies (now Oracle Field Service). Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. Stefano leads change through leadership impact, authenticity, and engagement.

2023 41

2023 Management Automotive Leadership 41

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership 2015 Workshop Communication 71

Alida

OCTOBER 17, 2017

The leadership team must create a mandate that patient experience should come first. Some forward-thinking organizations like the Cleveland Clinic have recently enlisted chief experience officers to make sure that someone from the leadership team is driving enterprise-wide changes. Embrace transparency.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Kerry Bodine

JUNE 20, 2015

August 13, 2015. Design Management Institute’s Design Leadership Conference. September 27 – 29, 2015. October 2 – 3, 2015. October 8, 2015. June 30 – July 1, 2015. June 28 – 30, 2015. Transforming the Fan Experience 2015. June 29 – 30, 2015. September 1 – 2, 2015.

Events 97

Events 2015 2016 CEM 97

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices.

2015 97

2015 Multi-Channel 2014 CEM 97

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. Happy to have #CX pros in the house to hear @jeanniecw speak during @CXPA_Assoc ‘s Chicago meetup event! pic.twitter.com/q0W0mvrx8R. Huge thanks to Sprout Social for hosting our CXPA Chicago event, and to the smart people who attended!

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Beyond Philosophy

NOVEMBER 24, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

NOVEMBER 28, 2016

CMC Thought Leadership Principal, Beyond Philosophy. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Servant Leadership: Essential for Moving Beyond Employee Satisfaction and Engagement. Michael Lowenstein, Ph.D.,

Engagement 145

Engagement White Paper 2015 Consulting 145

Customer Bliss

JULY 26, 2016

Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. The importance of leadership buy-in. You need leadership support. About Renee Cacchillo. Get moving. You’re going to be a change agent.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Think Customers

NOVEMBER 18, 2015

Every successful executive understands that, ultimately, their employees reflect their leadership skills. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences.

Customer Centricity 100

Customer Centricity Culture 2015 Government 100