Beyond Philosophy

JANUARY 25, 2024

Justin shared how sports can teach us a lot about how to improve your Customer Experience. Moreover, Justin could make a go of it as a sports commentator if he was so inclined. Plus, even if you’re not familiar with Australian rules football, the sports metaphors work well. Analogies are a great way of communicating.

Sports 78

Sports Customer Experience Customer Centricity Sales 78

Russel Lolacher

MAY 4, 2021

Sports games easily fall under this category with a focus on wins/losses and stats to show who’s better than whom. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Events Connections 128

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Two very different CX is a Team Sport analogies may be surprising to you.

Sports 62

Sports Chief Customer Officer 2024 Customer Centricity 62

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. His goal: “Treat our fans, employees, and players better than any team in sports.” Hall sets the tone for his organization.

Culture 125

Culture Sports Magazine 2005 125

Customer Bliss

NOVEMBER 1, 2018

Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. A delightful CX meant that they were to develop a value system around uplifting other people.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Experience Investigators by 360Connext

APRIL 23, 2024

It’s up to CX leaders to clearly communicate about these connections for their organization. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! CX leaders should help them by connecting the dots between investing in the experience and their business outcomes. Customer experience leaders need to stay very connected to these front-line superstars.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. Most of all, his leadership and emphasis on Customer Experience is the key to its success.

Leadership 154

Leadership CEM 2014 Sports 154

Customers That Stick

NOVEMBER 13, 2014

My years in contact center leadership have provided me a solid understanding of the call center environment. book, movie, sporting event, relationship, travel). To connect with Sean Hawkins further, visit him at his blog. Meet Sean Hawkins! They depended on me to do a job! Photo Credit: Courtesy of Sean Hawkins.

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

Integrity Solutions

JUNE 18, 2021

We often associate “coach” with a sports analogy. The pandemic was a stark reminder about the importance of using coaching as an opportunity to connect deeper with your teams and be more human. Understanding Human Behavior Styles Can Improve Sales, Coaching and Leadership.

Sales 96

Sales Leadership Article Magazine 96

BlueOcean

DECEMBER 13, 2022

KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.” Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

CX Accelerator

DECEMBER 5, 2017

When you invest the time and energy to allow agents to connect socially and forge meaningful relationships, you are paving the way for long-term loyalty. If you provide an environment where growth is a “team sport”, you are creating powerful bonds and breaking through the monotony. Why do you expect your team to show up?

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers. Does the company create an emotional, trust-based connection and relationships with customers, and with employees as well? Michael Lowenstein, Ph.D.,

Financial 144

Financial White Paper Books Airlines 144

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

ChurnZero

MARCH 10, 2022

The right community can help you: Connect and collaborate with fellow Customer Success professionals. To catch a diverse group of individuals, they’re delivering content through their online community platform, their podcast and their weekly leadership calls. Customer Success Leadership Network. Customer Success Network.

Customer Success 98

Customer Success Leadership Sports B2B 98

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. If you can’t connect your CX work to business results, it’s time to consider why not, too. Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement.

Customer Experience 143

Customer Experience Net Promoter Score 2020 Leadership 143

Calabrio

DECEMBER 10, 2020

It’s also an opportunity to focus on the customer experience and ‘people’ skills that help agents connect with customers and exceed expectations. Leadership Shifts from Taskmaster to Mentor. Supervisors today have an opportunity to create highly collaborative teams that share information and work together, much like a sports team.

Contact Center 105

Contact Center Competitive Advantage Leadership Sports 105

West Monroe

FEBRUARY 13, 2024

About the episode Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Fresh off the Super Bowl's digital showcase, dive into how these technologies are enhancing fan experiences by making sports more accessible and interactive than ever.

Sports 98

Sports Tourism Entertainment Events 98

Gainsight

OCTOBER 15, 2024

Human-First Leadership in the Age of AI: Balancing Technology and Empathy Join Dominique Duquennoy, Head of Customer Success EMEA, SS&C Blue Prism for this incredible session. While technology is evolving rapidly and impacting our ways of working, it is more crucial than ever to maintain a Human-First approach in leadership.

2024 52

2024 Customer Success Sports Leadership 52

Totango

JULY 23, 2021

What makes a sports team successful? This leadership role is responsible for establishing and cultivating relationships with top-tier clients, and understanding customer needs and how the company’s products or services can meet them. Excellent athletes who work together on both offense and defense to win the game.

Customer Success 127

Customer Success Chief Customer Officer 2021 Sports 127

ijgolding

APRIL 29, 2015

One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had achieved remarkable things through strong, committed, innovative, focused and inspirational leadership. The inspirational leadership team of Barry Hearn and Russell Slade.

Leadership 128

Leadership 2014 2015 Financial 128

ProProfs Chat

NOVEMBER 19, 2021

A poll is nothing but a mini-survey having one or two questions that help you connect with your audience for on-the-spot feedback. Do you feel connected to your teammates while working from home? How satisfied are you with the frequency of communication from leadership while working from home? Sports Poll Questions.

Engagement 98

Engagement Sports Net Promoter Score Webinar 98

Beyond Philosophy

FEBRUARY 24, 2015

Every detail, from how the prices are listed in the menu to how bright the light is in the Sports Book, has been considered to give the proper psychological cues to the Customers. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here.

CEM 122

CEM Books Social Media Customer Experience Management 122

Optimove

FEBRUARY 23, 2025

And in 2024, heres just a glimpse of what I heard: You have to go to the data people to get the data, and then you have to connect it to marketing. Optimove Gamification: In 2024, we delivered AI-orchestrated gamification , a first to iGaming and Sports Betting operators. Its a big painheavy liftingand here, it was all together.

2024 52

2024 Multi-Channel 2025 Financial 52

Influitive

APRIL 3, 2015

Connecting with them on an emotional level? This yearning for authentic connections is not limited to consumers. B2B companies have the ability to create a real connection. But once they join, they are encouraged to populate their profile and connect with friends and colleagues—and their status is rated. And guess what?

B2B 63

B2B Loyalty Brands Sports 63

Michelli Experience

JANUARY 17, 2017

And the running app Nike+ Run Club challenges sports enthusiasts to measure themselves against others.”. From the perspective of “graphics/sound,” companies not involved in the gaming industry address these issues through visual and sensory elements that drive pleasure and positive emotional connections.

Customer Experience 85

Customer Experience Banking Sports Consulting 85

One Millimeter Mindset

SEPTEMBER 19, 2018

Does your organization make customer retention ownership a spectator sport or a game of hot potato? Click on this link. ” Babette Ten Haken’s One Millimeter Mindset speaking programs showcase how profitable collaboration catalyzes purposeful, innovative personal development, leadership communication and business growth.

Customer Retention 71

Customer Retention Sports Leadership Sales 71

Avaya

MAY 8, 2019

On any given day, contact center agents at C3i Solutions may field inquiries regarding sports drinks, tires, or pharmaceuticals, just to name a few. The post Winning Customer Engagement with Innovation appeared first on Avaya Connected Blog.

Innovation 74

Innovation Customer Engagement Engagement Contact Center 74

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. Companies do marketing, sales and CRM – the customer does the experience! One main challenge for the next year is short termism.

2018 121

2018 Customer Experience Customer Centricity Culture 121

GetFeedback

JANUARY 6, 2020

In addition, personas can help employees feel more connected to customers. A consumer persona, by contrast, could include personal characteristics like favorite sport or hobbies that might influence how they behave in their buying journey. Showing them in a “customer room” is another option worth considering.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

C Space

FEBRUARY 12, 2020

The brands who get it right are building a sense of connection that’s deeply based on self-expression and values. When you make this kind of connection with a consumer, price becomes a less significant factor in the purchase decision. What’s a great company that connects with people’s identities? The people at Nike get it.

Brands 52

Brands Marketing Sports Net Promoter Score 52

ShepHyken

JUNE 13, 2022

CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. While this article doesn’t have the answers, the points throughout can make for great conversation starters in your next leadership meeting. Sign Me Up!

2022 71

2022 Article Customer Service Magazine 71

Customer Enthusiast

JULY 16, 2015

And since he’s also the past-president of a large local HOA with unique insight into local politics and area development, Kevin can often connect with customers on a personal level too. It’s well documented that current customers are infinitely more valuable than prospective customers.

Insurance 69

Insurance Sports Document Customer Retention 69

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience . Downie is committed to the idea that leadership is key for having an excellent Customer Experience. Most of all, his leadership and emphasis on Customer Experience is the key to its success. To read more from Colin on LinkedIn, connect with him by clicking here.

Leadership 68

Leadership 2014 Sports Hotels 68

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. She is an expert on customer-centric leadership, and an active tweeter. Chelsea Krost.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Innovative CX

APRIL 16, 2020

We shook hands, attended sporting events and anticipated the warmer days of Springtime. Our desire to remain engaged and connected with one another precipitated new approaches and methods to do so. We re-connected with dear friends through virtual happy hours via “Zoom”. Leadership Presence. Support the remaining team.

Metrics 59

Metrics Effort Score Sports Leadership 59

Michel Falcon Experience

MARCH 10, 2019

I’ve come a long way in my leadership ability to manage a team. I now define my leadership style as being a benevolent and servant leader to the 150 employees we have today at my businesses in Toronto. For example, if your team member tells you their mother’s name or their favourite sports team, you can simply….

Management 112

Management Books Culture Definition 112