CX Journey

DECEMBER 11, 2018

I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I read the first two books on cross-country travel last week, with time to spare for chatting with my seatmates. (In Image courtesy of Pixabay What's in your library?

Leadership 151

Leadership Guidelines Travel Culture 151

Alida

APRIL 28, 2016

The saga between the Silicon Valley writer and the marketing automation software company dominated tech publications this month as Lyons’ new book, Disrupted: My Misadventure in the Start-up Bubble , was released. And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Engage with empowered employees.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. But I was wrong.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Is it really possible to measure customer culture?

Culture 264

Culture Measurement Customer Centricity Hotels 264

CX Journey

SEPTEMBER 9, 2014

In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. The book is about employee engagement through trust relationships, or in a nutshell, building a culture of trust. Ernest Hemingway.

Effort Score 194

Effort Score Employee Engagement Guidelines Culture 194

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well.

Banking 138

Banking Culture Employee Engagement CEM 138

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. Happy employees are also the key factor in acquiring and keeping happy customers. ” Company recipe book. So many people are now at-home cooks!

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

Michel Falcon Experience

NOVEMBER 20, 2019

Employee engagement strategies are one way that I’ve built my business and career. My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Please know that our company has nearly 200 employees so I’ve seen this firsthand. She is already engaged!

Employee Engagement 89

Employee Engagement Engagement Culture Guest Experience 89

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

CloudCherry

MARCH 8, 2019

Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

CX Journey

NOVEMBER 8, 2017

Image courtesy of Pixabay Why is employee engagement at an all-time low? Why are employees constantly looking for better opportunities? When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose. It comes down to culture , right?

Leadership 182

Leadership Employee Engagement Culture Engagement 182

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Kerry Bodine

JANUARY 18, 2021

There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”. I was super excited (and nervous) to hop on the phone with him and to hear his thoughts on this book that I’d spent countless hours working on during the preceding months. And I can still remember the call like it was yesterday. “I

Comparison 227

Comparison Culture Groups Customers 227

CX Journey

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. Tony Hsieh.

Culture 169

Culture Banking Metrics Employee Engagement 169

Customer Bliss

AUGUST 10, 2018

The following excerpt is from my third book, Chief Customer Officer 2.0, Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. We are also using our customer room as a cultural space to onboard new employees. #CX #CustExp Click To Tweet. Building Our Customer Room.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. Building the Company Culture of Truth.

Culture 103

Culture Company How To Employee Engagement 103

Michel Falcon Experience

FEBRUARY 11, 2020

THE PEOPLE FIRST CULTURE ERA. (I Watch this video if you want to learn how to build a brand that’s admired by customers, employees and communities alike. Are you interested in improving your company culture, employee engagement, and customer experience? I may have a bias towards this era).

Culture 88

Culture Customer Experience Employee Engagement Course 88

Michelli Experience

APRIL 18, 2017

About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Customer Bliss

AUGUST 17, 2017

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. We’re going to spend a lot of time in the next book discussing the pros and cons of specific experiences, both good and bad.

Airlines 191

Airlines Culture Innovation Interaction 191

CX Journey

AUGUST 29, 2017

-Angela Ahrendts, Apple (previously with Burberry ) Take good care of your employees, and they’ll take good care of your customers, and the customers will come back. Marriott Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees.

Airlines 162

Airlines Culture Employee Engagement Leadership 162

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. Customer Service Books on Leadership.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Michel Falcon Experience

FEBRUARY 12, 2019

In this video I’m going to share three employee engagement training strategies that I use in my business. The first is how your employee onboarding strategy has been built out. Use this opportunity not just to train your new team member but to engage them into your people first culture. There you have it!

Employee Engagement 60

Employee Engagement Training Engagement Strategy 60

Kerry Bodine

AUGUST 18, 2021

Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. Part of his process: asking employees “to go around the room, complimenting and critiquing one another” in a two-hour meeting. Apparently, the culture at Twitter was too nice — and that was a problem. Note that critique — a.k.a.

Culture 194

Culture Feedback Report Meeting 194

Michel Falcon Experience

MARCH 5, 2020

2️⃣How To Coach Middle Management On Culture and Core Values. 3️⃣ How To Create and Maintain Culture Across Multiple Locations and Shift Workers CLICK HERE FOR APPLE PODCAST! Are you interested in improving your company culture, employee engagement, and customer experience?

Culture 78

Culture Management How To Course 78

ShepHyken

OCTOBER 16, 2018

Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs. I trust you and you trust me.

Employee Engagement 105

Employee Engagement Culture Entertainment Policies 105

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 learned this from a couple of different chiefs, over in Colorado, so they started a book club.

Culture 98

Culture Connections Leadership Communication 98

Michel Falcon Experience

NOVEMBER 18, 2019

In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! Follow me on LinkedIn and pick up a copy of my book! BOOK — [link]. The post What is People-First Culture?

Culture 60

Culture Employee Engagement Video Customer Experience 60

Michelli Experience

SEPTEMBER 21, 2016

The same can be said for great service cultures. Within the context of the Starbucks culture, leaders and frontline service providers (all of whom are referred to as partners) are consistently encouraged to live the company’s mission: . “To What cultures are you trying to create in your workplace?

Culture 100

Culture Customer Experience Leadership Video 100

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. Employee engagement is the latest buzz phrase in the industry.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. As a brand, Amazon strives to give an experience that is a solid example of customer-obsessed culture from the top down. 28% say workforce. What is that shift?

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Confirmit

JULY 10, 2017

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. ’s top 101 experts on Employee Engagement. This video and the rest of the series will no doubt help you and your team take your organization to the next level.

Employee Engagement 40

Employee Engagement Culture Video Engagement 40

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Take note of how your competitors foster employee engagement, or look for successful business models outside of your industry.

Culture 86

Culture Company Communication Employee Engagement 86

Customer Bliss

NOVEMBER 1, 2018

In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience? It’s important to her that employees shine so they can “be their best selves.” This was a major improvement within their culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175