CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. You might take some ideas from what they did: All leaders attended Situational Leadership II training. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Culture 244

Culture 2019 Contact Center Leadership 244

Customer Bliss

SEPTEMBER 25, 2020

briansolis #leadership #innovation Click To Tweet. In my interview with Patti Phillips, the CEO of Women Leaders in Sports , we spoke about the overall importance of women in leadership positions, and the impact it has in the sports industry—where it’s most certainly needed. Bailey, Author, and Life Coach.

Sports 160

Sports Leadership Innovation 2020 160

Experience Investigators by 360Connext

APRIL 27, 2021

Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Customer experience is a long game and a team sport. These foundational steps will help with the big picture, but you still have the power to improve customer experience incrementally. Step 2: Improve. Be your own customer.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

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

Totango

MAY 7, 2024

The post Expansion is a Team Sport: Strategies for Aligning CS and Sales in 2024 appeared first on Best Customer Success Blog: Articles for Enterprise Growth. If you’re ready to drive measurable growth from your customer base, we’d love to talk to you.

Sports 103

Sports Sales 2024 Net Promoter Score 103

Alida

MARCH 10, 2017

CX programs require strategy and leadership from the top. According to Bliss , “the CCO is not the owner but the enabler of having one company perspective, uniting the leadership team and embedding competencies.”. Providing a seamless customer experience is a team sport. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

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

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

Doing CX Right

OCTOBER 10, 2022

Allan Stein, Jr, who has worked with 2-time NBA Finals MVP Kevin Durant and other superstars, reveals leadership strategies that elite athletes use to perform at world-class levels that you can do to level up customer service experiences.

Sports 59

Sports Customer Service Leadership Customers 59

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

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Avoid these leadership traps and share in the success with your team, other leaders, and your entire organization! As such, her current hobbies include cheering on youth sports teams and robotics teams alike.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Playvox

DECEMBER 15, 2021

Workforce management has a lot in common with team sports. As with team sports, workforce management thrives when team members are engaged and encouraged to perform. Playvox gives Zendesk’s workforce management leadership fast, accurate forecasts that make optimizing their staffing simple. Zendesk leadership says it best.

Sports 52

Sports Management Leadership Customer Relationships 52

Customer Bliss

MAY 10, 2018

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. Ensure that you have the people and processes in place to deliver in a systematic way every single time. - About Amy Shioji.

Customer Experience 111

Customer Experience Leadership Loyalty Programs Loyalty 111

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

Customer Bliss

NOVEMBER 1, 2018

In an industry where supporting highly engaged sports fans is your business, it’s important that employees are engaged as well. After listening to feedback and performance metrics, Carolyne and her leadership team were able to create shift bids based on performance, which allowed employees to have different shift options.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Experience Matters

JULY 9, 2018

In case you missed it, I’m a huge Boston sports fan. I’m focusing on the leadership style of Brad Stevens, coach of the Boston Celtics. The post Purposeful Leadership Lessons From Coach Brad Stevens appeared first on Customer Experience Matters®. He smart, confident, and seems to understand how to lead people.

Leadership 69

Leadership Sports Customer Experience Customers 69

Optimove

MARCH 20, 2025

Sherwin Jarvand revealed how ComeOn Group leverages hyper-personalized CRM strategies to increase player engagement, revenue per user, and cross-sell success between sports betting and casino products. Attendees left inspired, empowered, and ready to execute the next level of marketing: being Positionless.

Connections 52

Connections Marketing 2025 Rewards Programs 52

Integrity Solutions

JUNE 18, 2021

We often associate “coach” with a sports analogy. Understanding Human Behavior Styles Can Improve Sales, Coaching and Leadership. We develop a leadership mindset that results in coaching becoming a consistent habit. The post 10 Sales Coaching Articles Your Sales Leadership Needs to Read appeared first on Integrity Solutions.

Sales 96

Sales Leadership Article Magazine 96

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

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). Meet Sean Hawkins! I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. They depended on me to do a job!

Customer Experience 137

Customer Experience Contact Center Sports Social Media 137

Experience Investigators by 360Connext

APRIL 24, 2017

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. But here I go anyway…my thoughts on the traits a great customer experience leader needs to be, well, great. Flexibility. You have to be ready to adapt, stretch and jump.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

One Millimeter Mindset

AUGUST 24, 2022

Right now, many of you parent, teach, or coach young people doing life events for the first time: learning to ride bicycles, play sports, attend kindergarten. After all, he was so athletically proficient in sports that this bike thing was bothering him – although he didn’t tell me. So, what will you do next?

Presentation 100

Presentation Sports Leadership Innovation 100

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.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Beyond Philosophy

MAY 3, 2017

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. 8 Leadership Strategies from an Influencer. But you can ask tough questions and participate in discussion and debate.

Consulting 133

Consulting Sports Leadership Culture 133

Beyond Philosophy

SEPTEMBER 20, 2018

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. However, strong leadership can entice employees to trust that honesty is valued and appreciated.

Leadership 136

Leadership Culture Sports 2016 136

CX Accelerator

DECEMBER 5, 2017

If you provide an environment where growth is a “team sport”, you are creating powerful bonds and breaking through the monotony. Dreaming up new ways to improve both agent and the customer experience is no longer just a leadership conversation, and the dialog is so much richer for it! Why do you expect your team to show up?

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

Beyond Philosophy

JANUARY 19, 2020

It happens in sports. 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. In other words, we form a belief and then doggedly hold onto it! .

Leadership 156

Leadership Consulting Presentation Sports 156

ShepHyken

SEPTEMBER 22, 2021

I recognize that they all have good leadership. The leader of a truly effective team is like the coach of a professional sports team. Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., So there you have it.

Culture 112

Culture Customer Centricity Sports Definition 112

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

Beyond Philosophy

JUNE 4, 2015

DICK’S Sporting Goods use technology to their advantage. the sporting goods retailer gives all their in-store employees a mobile device they use to help Customers order online or take them to an interactive kiosk to find a product and order it. According to an article on Inc.,

E Commerce 141

E Commerce Sports Retail Omnichannel 141

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 post Role model customer centric leadership: why I am a huge fan of Jeff Bezos! Some even have heroes that hail from the world of business. I will thank him for being my business hero.

Customer Centricity 72

Customer Centricity Leadership Competitive Advantage Sports 72

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. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode!

Sports 86

Sports Culture Download Leadership 86

Alida

AUGUST 24, 2016

We value companies that place emphasis on wellness perks, such as gym memberships, outdoor common spaces, nutritional snacks and team sports activities. In the workplace, we look for opportunities to make our mark, demonstrate our value and leadership and give back to society.

Engagement 162

Engagement Culture Sports 2015 162

ShepHyken

AUGUST 14, 2019

Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. What fans of any sport celebrate the opposition scoring against them in that way?! I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals team.

Sports 129

Sports Customer Focused Customer Service Training Leadership 129

Beyond Philosophy

SEPTEMBER 10, 2020

Many sports fans are familiar with this dichotomy. Therefore, resolving Cognitive Dissonance is imperative for those in leadership roles at an organization. Not so long ago, my team dropped out of the professional tiers altogether and played semi-professional teams. So, what should you do about Cognitive Dissonance?

Sports 182

Sports Leadership Books Consulting 182