Brad Cleveland Blog

JULY 21, 2023

Success depends on creating an engaging environment and bringing out the best in everyone who is part of it. But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland.

Leadership 48

Leadership Engagement Contact Center Call Center 48

Experience Investigators by 360Connext

JANUARY 5, 2015

The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial? The day I presented the findings changed how I do business. And here’s why. I felt defeated.

Leadership 307

Leadership Consulting User Experience Loyalty 307

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 116

Customer Centricity Culture Competitive Advantage Customers 116

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. Finding and keeping employees. …both challenges related to people.

Customer Engagement 212

Customer Engagement Engagement Retail Leadership 212

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Brad Cleveland Blog

JULY 21, 2023

Success depends on creating an engaging environment and bringing out the best in everyone who is part of it. But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland.

Leadership 26

Leadership Engagement Contact Center Call Center 26

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). However, towards the end of the 90’s, HPs leadership changed. It was vital to get it right.

Culture 105

Culture Measurement 2008 Books 105

Beyond Philosophy

NOVEMBER 3, 2015

If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Employee Culture: Why Amazon is on Top and Bank of America Isn’t. Colin is an international author of four bestselling books and an engaging keynote speaker.

Leadership 154

Leadership Banking Employee Experience Loyalty 154

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. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Culture Describe your corporate culture including how it is differentiated from your competition. Hourly staff?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

PeopleMetrics

SEPTEMBER 1, 2015

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. He also offered a LinkedIn write-up from an employee , which argued something like, “Amazon’s culture isn’t as bruising as the article claims. So, in light of all of that, let's talk about culture.

Customer Centricity 103

Customer Centricity Culture Leadership Definition 103

Confirmit

JULY 10, 2017

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. Magazine’s top 101 Leadership Speakers in the world, as well as Inc.’s ’s top 101 experts on Employee Engagement.

Culture 40

Culture Engagement Blog Magazine 40

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

Leadership 52

Leadership 2020 Culture 2019 52

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. This norm creates a culture where avoiding interaction with the Customers is acceptable.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Brad Cleveland Blog

MARCH 10, 2022

You can just tell employees are committed and engaged. These organizations see both employee engagement and business returns improve. … Continue reading → The post Want engaged employees? Create a supporting culture appeared first on Brad Cleveland.

Culture 26

Culture Engagement Contact Center Call Center 26

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. And that strategy reinforces the flaws in our coach potato storytelling culture. We know the plot. End of story.

Culture 71

Culture Workshop Leadership Books 71

Brad Cleveland Blog

MARCH 10, 2022

You can just tell employees are committed and engaged. These organizations see both employee engagement and business returns improve. As … The post Want engaged employees? As … The post Want engaged employees? Create a supporting culture first appeared on Brad Cleveland.

Culture 26

Culture Engagement Customer Service Contact Center 26

Thematic

JANUARY 2, 2019

Removing barriers that prevent exceptional customer service will lead to a more engaged service center. Leadership must be committed to improving and should regularly attend training, seminars and conferences. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team.

Engagement 98

Engagement Customer Experience Seminar Contact Center 98

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. and PracticalCSM. ClientSuccess.

Leadership 54

Leadership Customer Success 2021 2020 54

SuiteCX

AUGUST 18, 2017

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. We all tout the importance of customer engagement but 49% of organizations haven’t even started on the journey.

Culture 45

Culture Customer Engagement Engagement Innovation 45

Experience Investigators by 360Connext

SEPTEMBER 28, 2016

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you.

Engagement 288

Engagement Consulting Loyalty Management 288

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed. What Does it Take to Sustain Culture Change? By Bob McCarthy.

Culture 86

Culture Banking Financial Sales 86

Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. What’s the real secret to improving performance? Organizations are made up of people with myriad personalities, backgrounds and skills.

Leadership 43

Leadership Culture Engagement Contact Center 43

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Blog Culture Customer Experience Featured employee engagement leadership linkedin' Everyone throughout the organization can learn from those positive moments.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

NOVEMBER 26, 2014

I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. It’s ingrained in their culture. You can read the rest of the letter here.).

Banking 286

Banking 2012 Loyalty Culture 286

SuiteCX

AUGUST 18, 2017

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. We all tout the importance of customer engagement but 49% of organizations haven’t even started on the journey.

Culture 40

Culture Customer Engagement Engagement Innovation 40

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Quick hires are made based on skill sets, not the actual whole person.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Teletech

AUGUST 14, 2015

There is no defined culture for businesses; it is something that leaders and their employees must demonstrate in order to make the customer and employee experiences as enjoyable and efficient as possible. There’s more… To read the rest of this blog posting click here. or visit www.peppersandrogersgroup.com/blog.

Culture 65

Culture Leadership Blog Employee Experience 65

CX Journey

JANUARY 23, 2019

It appeared on their blog on May 8, 2018. Changing Culture, Mindsets, and Behavior How do you design a people-centric culture? It’s definitely a culture shift, a mindset shift, and a behavior shift for most companies! Let’s start with a definition of culture. What is it? That’s it: core values and behaviors.

Culture 37

Culture Leadership Definition Customer Centricity 37

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Distrust of leadership.

Communication 82

Communication Blog Leadership Airlines 82

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Employee engagement is the latest buzz phrase in the industry.

Engagement 167

Engagement Employee Experience Retail Consulting 167

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. Rob created a Shared Values Process/Operating System, which is a training and culture change tool. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged!

Books 60

Books Leadership 2019 2012 60

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. 1to1Media.com/weblog.

Customer Centricity 100

Customer Centricity Culture 2015 Government 100

CSM Magazine

NOVEMBER 8, 2021

The truth is, leadership skills are important for everyone, not only CEOs and visionaries. Having to start your leadership development in college is both an asset and a problem. What should you do to enhance your leadership skills, and how to find your style? Attend Classes Related to Leadership and Management.

Leadership 52

Leadership Presentation Workshop Events 52