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.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. A customer isn’t a customer until they purchase something from you, right? It Starts with A Sale. Yes but no.

Engagement 179

Engagement Social Media Sales Loyalty 179

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 265

Technology Customer Experience Social Media 2015 265

Thematic

JANUARY 2, 2019

This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. I make it practice of regularly reviewing processes, policies and procedures impacting our customers and agents. In turn, your contact center will see an improvement with CSAT.

Engagement 98

Engagement Customer Experience Seminar Contact Center 98

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. A customer isn’t a customer until they purchase something from you, right? It Starts with A Sale. Yes but no.

Engagement 110

Engagement Social Media Sales Loyalty 110

ShepHyken

JANUARY 12, 2018

So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog.

Customer Service 95

Customer Service Blog Customers Workshop 95

Customer Bliss

APRIL 23, 2019

Recently, I’ve been getting a lot of calls from recruiters for very, very high-level CX leadership roles. Look for language around leadership engagement, culture, and that your role is defined beyond tactics. Look at leadership decisions that have been made. Get to Know the Leadership Team. Click To Tweet.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics.

Presentation 40

Presentation Leadership Customer Success 2017 40

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Hotels 231

Hotels Social Media Innovation Consulting 231

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience.

Blog 54

Blog Measurement Interaction Article 54

One Millimeter Mindset

MAY 4, 2022

Take a breath, step back, and ask yourself the three questions encompassed in the title of today’s blog post. Many of us are exquisitely customer-focused on serving others. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Coach |. However, you are in denial.

Consulting 90

Consulting Innovation Leadership Presentation 90

Experience Investigators by 360Connext

MARCH 16, 2015

Need a customer-focused speaker for your next event? Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Save 25% if you use our promo code: JEANNIE.

Events 223

Events Customer Experience Webinar Telecommunications 223

Brad Cleveland Blog

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.

Customer Focused 20

Customer Focused Culture Leadership Customers 20

Brad Cleveland Blog

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.

Customer Focused 20

Customer Focused Culture Leadership Customers 20

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.” The two terms are related, and they’re both elements of customer experience improvement. Engagement and culture are different, but they affect each other.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Customer Bliss

SEPTEMBER 27, 2016

Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. Jennifer is responsible for all technology-enabled services provided to Gaffey clients as well as managing the customer experience.

Healthcare 141

Healthcare Chief Customer Officer Hospitality Leadership 141

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Brad Cleveland Blog

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here … Continue reading → The post Cultivating a Customer-Focused Culture appeared first on Brad Cleveland.

Customer Focused 26

Customer Focused Culture Customers Engagement 26

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” We’ve seen employee surveys where there are no customer-related value elements.

Engagement 68

Engagement White Paper Definition Consulting 68

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Manager, Partner & Customer Experience.

2018 77

2018 Customer Success 2011 Lifetime Customer 77

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Connections 68

Connections Engagement 2012 Definition 68

Integrity Solutions

MARCH 4, 2020

Originally published as a guest blog contribution for SellingPower.com by Steve Schmidt. Naturally, they didn’t want their customers to know about all the drama going on behind the scenes. At the same time, their salespeople didn’t want to make false promises or feel like they were engaging in some kind of coverup. .

Sales 66

Sales Culture B2B Leadership 66

Beyond Philosophy

APRIL 15, 2019

She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

SEPTEMBER 17, 2015

I talk a lot about Customer-centricity of organizations. We use a model called Naïve to Natural that measures how an organization is oriented toward Customers, with the Naïve not having a Customer focus and the Natural having the most Customer focus. This is why training and employee engagement are so key to its success.

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

Customer Bliss

JULY 26, 2016

In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. 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.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership.

2018 111

2018 Leadership Consulting Employee Experience 111

Beyond Philosophy

OCTOBER 31, 2016

For the employees left behind to fix the mess leadership left for them, it can be demoralizing. After all, how proud would you be to announce where you work at a crowded bar when it defrauded over two million customers? Although it might have been interesting to read how many different ways customers could tell Wells Fargo where to go!

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 110

Customer Experience Culture Leadership Customers 110

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Lead a more employee- and customer-focused workforce. Subscribe to my blog. Contact me here.

Workshop 70

Workshop Presentation Leadership 2019 70

Integrity Solutions

JULY 13, 2020

Top-performing sales reps are a hot commodity in good times and in bad, but maybe even more so in a tough economy when you need a highly engaged, purpose-driven team. Ambitious employees want to work for companies that have a strong vision and committed leadership. Retaining Top Performers. Why do people leave? Demonstrating Value.

Sales 102

Sales Competitive Advantage Culture Leadership 102

Natalie Petouhof

AUGUST 15, 2022

But having patience can greatly impact whether employees become engaged and support the transformation.”. Accomplishing this requires leaders to undergo their own change management process to move from “command-and-control” leadership to servant leadership. Develop Adaptive Leadership Skills and Capabilities.

Leadership 52

Leadership Books Workshop Banking 52

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. Needless to say, they failed to address my frustration at feeling undervalued by them as a customer. They are not a customer-focused operation. Telecoms continue to fail to focus on the customer.

Customer Centricity 112

Customer Centricity Consulting Leadership Customer Satisfaction 112