InMoment XI

AUGUST 2, 2023

We learnt that there are multiple approaches to achieving success and that the true differentiators between leading and lagging companies are culture, capability, and execution. In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction.

NPS 260

NPS Customer Centricity Automotive Culture 260

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Banking 82

Banking Culture Engagement Leadership 82

Customers That Stick

JANUARY 7, 2020

Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership.

Customer Centricity 88

Customer Centricity Culture 2019 Customer Experience Design 88

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 117

Customer Centricity Culture Competitive Advantage Customers 117

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

ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. In a previous article I described the difference between customer management and customer leadership. Shep Hyken.

Leadership 69

Leadership Blog Customer Service Consulting 69

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

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

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. The post Leadership, Empathy, and Transforming the Customer Experience appeared first on Dr Natalie News.

Leadership 52

Leadership Customer Experience Contact Center Books 52

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. The post What My Boss Taught Me about Leadership appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Leadership 154

Leadership Banking Employee Experience Loyalty 154

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

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Customer Experience 295

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 295

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Books 266

Books Return on Investment Magazine Culture 266

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. The first step is actually around leadership development.

Leadership 141

Leadership Customer Experience Travel Customers 141

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

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. A client has a problem.

Culture 71

Culture Workshop Leadership Books 71

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

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. Contact: Mark Stoddard. ClientSuccess.

Leadership 54

Leadership Customer Success 2021 2020 54

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. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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 87

Culture Banking Financial Sales 87

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

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Books 182

Books Return on Investment Magazine Culture 182

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 42

Leadership Culture Engagement Contact Center 42

C Space

JULY 15, 2021

BOSTON, January 21, 2021 – Boston based, C Space CEO, Jessica DeVlieger has been announced in the Top 50 Best CEOs for Women, by workplace culture monitoring site Comparably. The C Space business has a strong focus on creating an inclusive culture for all. DeVlieger was named Global CEO of the C Space business in February.

Culture 52

Culture Leadership Workshop 2021 52

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.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

The DiJulius Group

JANUARY 2, 2023

The DiJulius Group’s top customer service blogs, podcasts, and videos from 2022 are listed below. Our Top Blogs from 2022 A Leadership Epiphany on Workplace Culture Where Have All the Workers Gone, and How Can I Attract and Keep Them? The results are in! I recommend sharing this with your entire team. 6 Reasons Your.

2022 101

2022 Employee Experience Leadership Culture 101

Provide Support

JUNE 1, 2017

5 Tips for Effective Leadership in Customer Service. Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. Here on our blog, we’ve highlighted many ways you can enhance customer service agent hiring process and training.

Leadership 65

Leadership Customer Service 2003 2017 65

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 52

Customer Focused Culture Customers Contact Center 52

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

Brad Cleveland Blog

JULY 21, 2023

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. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

Leadership 42

Leadership Engagement Contact Center Call Center 42

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

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Cross-departmental collaboration is a reflection of a healthy internal culture. The result is a series of micro-cultures that aren’t always compatible. Shep Hyken.

Blog 83

Blog Culture Measurement Article 83

CX Journey

DECEMBER 11, 2018

Rob created a Shared Values Process/Operating System, which is a training and culture change tool. This book chronicles Bob's history with Barry-Wehmiller and, more importantly, his own epiphany about leadership, i.e., that leaders have an awesome responsibility over their employees and must treat people like people.

Books 60

Books Leadership 2019 2012 60

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 For five years running, he has been honored on Inc. ’s top 101 experts on Employee Engagement.

Culture 40

Culture Engagement Blog Magazine 40