Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement. Customer experience is a team sport. Cross-functional leadership and support is needed to make these improvements.

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

Alida

MARCH 10, 2017

Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. CX programs require strategy and leadership from the top. Providing a seamless customer experience is a team sport. Here are four pitfalls to avoid as you develop and execute a CX program.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? In an industry where supporting highly engaged sports fans is your business, it’s important that employees are engaged as well. This was a major improvement within their culture. I always say, what’s on the inside, shows up on the outside.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Experience Investigators by 360Connext

APRIL 23, 2024

By following these steps and focusing on the right metrics, we can demonstrate the tangible value of investing in customer experience to our leadership, ensuring continued investment and focus on initiatives that drive real business growth and customer happiness. As you consider your own CX strategy, remember that it’s a team effort.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

FEBRUARY 8, 2023

They must be data-driven with strong financial instinct to convince leadership to change behaviors or to take new actions (building a strong relationship with the CFO and their team is a smart early move). Customer experience is a team sport that requires the participation, alignment, and coordination of the entire organization.

Sports 221

Sports Financial ROI Leadership 221

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

Alida

AUGUST 24, 2016

I’m personally attracted to entrepreneurial culture, great branding and inspirational ideas. We value companies that place emphasis on wellness perks, such as gym memberships, outdoor common spaces, nutritional snacks and team sports activities. Emphasize your workplace culture. What matters most to your Millennial workforce?

Engagement 162

Engagement Culture Sports 2015 162

Experience Investigators by 360Connext

APRIL 24, 2017

In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy. If CX were an Olympic sport, it would be gymnastics. It also takes a bunch of traits that are often not found in one person. Flexibility.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

Beyond Philosophy

SEPTEMBER 20, 2018

A culture that takes care of employees happens from the top down. What the leadership at an organization does is what their direct reports will do. If leadership creates a safe atmosphere for employees where they are respected, valued, and listened to, then their employees will tell them the truth.

Leadership 136

Leadership Culture Sports 2016 136

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. Ironically, this simple truth is not top of mind for most leaders in business.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

Integrity Solutions

JUNE 18, 2021

We often associate “coach” with a sports analogy. Below we’ve aggregated 10 sales coaching articles, blogs and infographics various subject matter experts from across Integrity Solutions have published that demonstrate the importance and results of developing a culture of sales coaching in an organization. Manage or Coach?

Sales 96

Sales Leadership Article Magazine 96

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

Beyond Philosophy

MAY 3, 2017

I suppose our mums all brought us up to be polite and not cause a fuss, and that seems to have bled over into business culture as well. You don’t need to go out and stir up confrontation just for the sport of it. I often say that a customer experience culture must be embraced by the top leadership, and that is true.

Consulting 133

Consulting Sports Leadership Culture 133

Customer Bliss

MAY 10, 2018

These interviews helped her get a pulse for the culture of the employees and their views of the company as well. Lastly, Amy leaves us with this line: customer experience is an endurance sport, it’s a long game in a lot of cases where you have short wins, but you also have to be sure you’re having a good time doing it.

Customer Experience 111

Customer Experience Leadership Loyalty Programs Loyalty 111

CX Accelerator

DECEMBER 5, 2017

There may be a suffocating culture in play in which people do not experience the freedom to be themselves, or you as a leader may be ignorant to the true nature of the team. If you provide an environment where growth is a “team sport”, you are creating powerful bonds and breaking through the monotony.

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Much of this is, culturally, operationally, and from a communications perspective, is what we have been describing as “inside-out advocacy” for years. Michael Lowenstein, Ph.D.,

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

JANUARY 19, 2020

It happens in sports. You need a diversity of opinion, and you also need a culture that allows for that disagreement. However, in an organization where the leadership is not open, and leadership is too despotic, that would not happen. We also interpret evidence in a way that is consistent with what we already think.

Leadership 156

Leadership Consulting Presentation Sports 156

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.

Sports 122

Sports 2019 Leadership Article 122

ShepHyken

JANUARY 15, 2024

Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. ” About: Art Turock is an elite performer in both business and sports. How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture?

Sports 86

Sports Culture Download Leadership 86

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. I mean, you’re talking stories, you’re talking about leadership. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

MARCH 5, 2018

Are you treating customer experience like a sport? ” This can be extremely pervasive if the leadership is part of perpetuating this view. Stop treating #CX like a sport! Are people in your organization who deliver the experience expected to start “winning at CX” in some way? Think about your own organization.

Sports 161

Sports Leadership Consulting Sales 161

ijgolding

MAY 17, 2017

Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion. The driving force behind that, was the culture Jack Welch embedded across the GE empire. Part of company culture is path-dependent it’s the lessons you learn along the way.

Customer Centricity 72

Customer Centricity Leadership Competitive Advantage Sports 72

Calabrio

DECEMBER 10, 2020

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. By mentoring promising team members, supervisors can put them on a managerial track and guide them into leadership roles.

Contact Center 105

Contact Center Competitive Advantage Leadership Sports 105

BlueOcean

DECEMBER 13, 2022

Other examples are the collaborations between Hilton and Lyft , Shell and Dunkin’ , Macy’s and Dick’s Sporting Goods , and then there is Scene+ in Canada who’s loyalty program brings together company brands offering movies, travel, shopping, dining, groceries and more all under one consolidated program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Experience Matters

NOVEMBER 27, 2014

I really enjoy leading and being a part of the Customer Experience Professionals Association, because of the wonderful volunteers and the amazing culture of sharing across our community. We may be a small company, but I’m very proud of how our team sets the pace in CX thought leadership. MIT Sloan Sports Analytics Conference.

Sports 111

Sports Customer Experience Professionals Leadership Culture 111

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer experience starts with a strong customer-centric culture, and that tone is set from the top. Is customer centricity already part of the company DNA and culture?

2018 121

2018 Customer Experience Customer Centricity Culture 121

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences. Magazine all of the time.

Culture 12

Culture 2019 Engagement Net Promoter Score 12

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement. Customer experience is a team sport. Cross-functional leadership and support is needed to make these improvements.

Customer Experience 143

Customer Experience Net Promoter Score 2020 Leadership 143

Up Your Service

AUGUST 8, 2018

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.” SPEAKING.COM: What are a few of the 12 building blocks of service culture?

Culture 53

Culture Airlines Net Promoter Score Definition 53

Beyond Philosophy

JUNE 17, 2020

It happens in sports. You need a diversity of opinion, and you also need a culture that allows for that disagreement. However, in an organization where the leadership is not open, and leadership is too despotic, that would not happen. We also interpret evidence in a way that is consistent with what we already think.

Leadership 120

Leadership Consulting Presentation Sports 120

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

ClearAction

APRIL 18, 2015

Helping executives establish a customer-focused big picture in strategy and culture. HR can be a catalyst to knowledge sharing, but it requires a cross-organizational culture and alignment to succeed. Propagate thought leadership: blog/wikis/social media are a great way to tap into peers’ expertise. —@tcrawford.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

SurveySparrow

JULY 1, 2022

If you’re a sports fan, it might be MS Dhoni or Roy Keane. Companies also struggle with this question, which is why we use leadership competencies to define a good leader. In this article, we will: Talk about 13 leadership competencies divided into 4 areas. What is Leadership? What are Leadership Competencies?

Leadership 52

Leadership Culture Presentation Sports 52

BirdEye

OCTOBER 11, 2024

Meanwhile, in the sporting goods retail industry, “I caught some totally gnarly waves on my board, it helps me do sick tricks” is also a positive sentiment, but in an entirely different context. Build a data-driven culture Even with the best tools, fostering a data-driven culture can be daunting.

Insights 52

Insights Social Media Metrics Demo 52

ClearAction

SEPTEMBER 27, 2018

Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. These “business rituals” criteria are the truth about your culture. Set the Example for 360-Degree Collaboration : In team sports, it starts with the coach’s tone, words, body language, and follow-through.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. To celebrate your commitment to almost-automatic CX excellence, submit your team’s progress to the CX Team Sport Awards.

Sports 71

Sports 2009 2022 Financial 71