eglobalis

OCTOBER 14, 2024

Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges. Their programs emphasize leadership alignment, operational efficiency, and proactive CX strategies that integrate marketing, sales, and service.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

eglobalis

NOVEMBER 26, 2024

Leadership Gaps: A lack of buy-in from leadership prevents empathy from becoming a core organizational value. Educate and Empower Leaders: Train leadership teams to champion empathy as a business strategy, integrating it into decision-making processes. As mentioned in a previous article.

B2B 406

B2B B2C Culture Workshop 406

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments.

2020 337

2020 Customer Journey Mapping Culture Innovation 337

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. By no surprise, employees who trust and respect the leadership of an organization often feel more empowered and motivated to do their best, which reduces employee turnover and its costs. So what is the secret to fostering employee loyalty and preventing employee turnover?

Loyalty 435

Loyalty 2011 Call Center Leadership 435

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Challenge: Without this alignment, employees may disengage, seeing transformation as irrelevant to their work, which can lead to a lack of innovation and customer-focused efforts.

Customer Experience 233

Customer Experience Leadership Innovation Workshop 233

Alida

DECEMBER 10, 2020

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September.

2020 246

2020 Innovation Leadership Brands 246

Doing CX Right

JULY 9, 2023

Victoria Pelletier, a corporate leader known as "the turnaround queen," and Stacy Sherman discuss practical strategies to elevate customer experiences, engage teams, and drive business growth through unstoppable CX leadership.

Leadership 98

Leadership Innovation Engagement Customer Experience 98

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions. Five questions for moving one millimeter forward towards an innovative client retention strategy. Contact me here.

Customer Retention 126

Customer Retention Innovation Leadership Sales 126

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. They start trusting clients and customers more than their leadership. Blog Customer Experience Featured Innovation business growth improvement leadership linkedin'

Leadership 271

Leadership Social Media Consulting Loyalty 271

eglobalis

NOVEMBER 12, 2024

Last Articles: Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership [link] Stuck in an Outdated CX Framework? If you enjoyed this practical article and would like to stay connected, feel free to connect with me on LinkedIn.

Customer Centricity 434

Customer Centricity B2B Feedback Consulting 434

Experience Investigators by 360Connext

APRIL 21, 2015

Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. B2B Blog Customer Engagement Customer Experience Featured Innovation generation z leadership linkedin marketing millennials online experience'

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

MARCH 31, 2015

Blog Customer Engagement Customer Experience Featured Innovation Opinion #SXSWi customer service leadership privacy Slideshare Social Media SXSW technology trends' More Posts - Website Follow Me: The post Is Your Customer Experience Technology Helpful or Creepy? appeared first on Customer Experience Consulting.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

JUNE 11, 2015

When leadership provides updates to the team, they share knowing glances and an attitude of “oh this again.” They kill ideas and innovation. They protect bad leadership. He or she then tries to turn on the charm like flipping a switch, often coming across as insincere or distracted to the customer. Is it slipping?

Culture 279

Culture Leadership Social Media Consulting 279

InMoment XI

DECEMBER 21, 2021

More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. A traditionally successful partnership will consist of senior leadership working in concert with operations, market research and human resources.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! Blog Culture Customer Engagement Customer Experience Customer Journey Mapping customer service Featured communication culture customer touchpoints journey mapping leadership linkedin loyalty management Must-Read'

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

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. Be kind, treat your teams well, innovate, and work hard.

Books 266

Books Return on Investment Magazine Culture 266

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin' Don’t worry about the big guys. Worry about your guys.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

JULY 6, 2015

Innovation is “owned” by one part of the organization who doesn’t have any contact with customers. I’ve witnessed leaders bragging about their innovation labs and creative geniuses who are sequestered away in some cool part of the office. .” The customer does not care who owns their issue.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Justify customer loyalty through excellence – innovate audience interactions. Blog Customer Experience Featured complaints leadership linkedin loyalty Social Media' Monitor and respond to social media complaints – and provide effective resolution. Integrate different customer touchpoints – to deliver a truly consistent CX.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Blog Customer Experience Featured business growth Entrepreneurship leadership linkedin management strategy' Loyalty does not mean forever for customers.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

InMoment XI

OCTOBER 7, 2024

Discover These and Other Innovative Product Features The features unveiled today offer a glimpse into the innovative products and features currently available, as well as those on InMoment’s extensive innovation roadmap. Localized Reviews: Set a fixed local search radius across your locations.

Events 243

Events Competitive Advantage Innovation 2024 243

InMoment XI

NOVEMBER 30, 2023

The Impact of Thought Leadership and Expertise in Reputation Management Thought leadership plays a pivotal role in shaping how your brand is perceived. Let’s explore how cultivating thought leadership can be a game-changer in your brand reputation management strategy.

Brands 284

Brands Management Multi-Channel Social Media 284

Alida

OCTOBER 20, 2020

At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to not only continue to help brands deeply understand their customers, but to make it easier for them to manage the end-to-end customer experience. IT’S TIME TO DOUBLE DOWN ON CUSTOMER EXPERIENCE.

2020 49

2020 Leadership Innovation Brands 49

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Our own imagination can sometimes be the biggest blocker for customer experience innovation.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Customer Bliss

OCTOBER 10, 2019

The ability to improve or innovate experiences starting with customer requirements is not an inherent skill in most organizations. The role of the CCO is to work with leaders to determine how to bring the competency of the customer experience development and innovation into the organization. CX #leadership Click To Tweet.

Customer Experience 253

Customer Experience Metrics Innovation Leadership 253

eglobalis

JULY 2, 2024

Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 373

NPS Feedback Net Promoter Score B2C 373

Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Know Your Guardrails. What’s next?

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Experience Investigators by 360Connext

JULY 23, 2024

We also delve into the critical role of cross-functional leadership in crafting seamless experiences, which ultimately lead to higher retention rates and increased sales. What can we learn from industry disruptors like Amazon and Uber about customer experience innovation?

Customer Service 190

Customer Service Customer Experience Customer Journey Mapping Leadership 190

Russel Lolacher

MAY 4, 2021

” Now a lot of “leaders” will start thinking of innovators like Steve Jobs and his introduction of user friendly technology like the iPhone, or Walt Disney and his theme parks and animation studios, or Brene Brown for her ideas and research on vulnerability and bravery. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Events Connections 128

InMoment XI

FEBRUARY 28, 2023

Desmond will talk about the SRO journey of launching a new VoC program, gaining support from leadership, and some of the early success stories the team has seen. In this episode of the XI Café Podcast, we’re talking to State Revenue Office Victoria (SRO) Customer Experience Manager, Desmond Strydom.

Leadership 195

Leadership Innovation Customer Experience Management Technology 195

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. What you find in environments where there’s a lot of innovation and ingenuity is an element of–absolutely–a truthful environment. My friend Chip R.

Customer Experience 273

Customer Experience Books Consulting Sports 273

InMoment XI

AUGUST 19, 2024

Key growth factors include customer retention and loyalty, revenue expansion, cost efficiency, brand differentiation, innovation, and sustainable long-term development. Measuring the success of CX initiatives and sharing insights with your team and leadership is vital to continually improving and achieving these results.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Experience Investigators by 360Connext

MAY 11, 2021

And many CX programs start with a tactic – like a customer journey map – and lose steam when leadership nods along but there is no discipline to back it up. An executive leadership team to approve or deny those recommendations. ” And finally…iterate and innovate! THIS is why governance is so critical.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Innovations and Forecasting. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These meetings are typically held on a regular basis, usually monthly. .

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Experience Investigators by 360Connext

JANUARY 2, 2020

Innovate around your experience as a rule. Innovation is not a one-and-done idea, it’s a cultural value. One of the hardest, but most critical, parts of customer experience leadership is sharing the hard truths. Get that critical outside-in perspective with customer journey mapping. Speak truth to power.

2020 225

2020 Customer Journey Mapping Contact Center Customer Journey 225

BlueOcean

JUNE 27, 2024

In “Customer-Centric Harmony: Crafting Experiences That Strike the Right Chord,” CX expert Olga Potaptseva outlines a holistic approach to engaging customers by aligning leadership, technology, processes, people and culture, and customer experience management.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156