Experience Matters

MARCH 7, 2016

In a recent post, I discussed how management practices have become outdated and that there’s a strong need to Modernize Leadership. This change requires eight distinct shifts in how we lead organizations. I just ran into this great video of a speech that Steve Jobs gave in September 1997. It’s really worth watching.

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Leadership Video Management Brand Values 120

Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Compelling Brand Values, the company is Adrift. Lacking Read More.

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Customer Centricity Customer Connectedness Employee Engagement Brand Values 349

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. So… are you ready?!!!

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Customer Experience Professionals Leadership Customer Experience Effort Score 120

Experience Matters

JUNE 11, 2018

It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

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Video Customer Connectedness Employee Engagement Brand Values 185

ECXO

JUNE 11, 2023

Buyers are also often seeking a strategic partnership and thought leadership to help them solve their biggest problems. Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. How do they consume content?

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Experience Matters

NOVEMBER 24, 2015

However, to improve their CX, B2Bs must master Temkin Group’s four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

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B2B Customer Connectedness Report Customer Experience 120

Experience Matters

FEBRUARY 18, 2016

Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same.

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Leadership Management Study Technology 120

Second to None

APRIL 26, 2018

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network. The post Are Your In-Store Employees Delivering Your Desired Brand Value?

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Brand Values Brands Leadership Voice of Customer 59

CX Journey

NOVEMBER 25, 2014

He again shared his thoughts on the numerology, as well, this time, obviously focusing on 15: In numerology 15 is the combination of the number 1 (representing leadership and forward movement) and the number 5 (numeric for business and finance), thus 15 becomes the fusion of leadership and forward momentum for brands and marketers.

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Trends Brands Retail Leadership 171

GetFeedback

MAY 9, 2019

Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. This means they operate consistently based on a clear set of values, holding themselves and their teams accountable for their particular ownership of the customer experience. .

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Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

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Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

Experience Matters

OCTOBER 26, 2015

The tips will cover the four customer experience core competencies : Purposeful Leadership (PL) , Compelling Brand Values (CBV) , Employee Engagement (EE) and Customer Connectedness (CC). I’ll be using the hashtag, #CXtip, so you can follow along on twitter (or just keep coming back to this post).

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Customer Connectedness Tips Customer Experience Employee Engagement 120

Maz Iqbal

DECEMBER 5, 2015

The sense of honour … Continue reading On Customer Experience, Brand Values, and a “Sense of Honour”

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Brand Values Brands Customer Experience Strategy 48

Experience Matters

APRIL 23, 2015

QDeveloping a clear mission is important for Purposeful Leadership. Q3: Compelling brand values are created with promises. How is your brand translated into specific customer promises? Q4: Brand promises are kept or broken when customers interact with your organization.

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Brand Values Groups Customer Centricity Leadership 120

BlueOcean

JULY 9, 2024

And now that customers have explored new brands, it’s likely many of the behaviors they adopted amid supply chain delays will stick around for the long run. Many grocery shoppers, for example, now prefer the taste and quality of private-label brands.

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Loyalty Brands Ecommerce Average Handle Time 177

Experience Matters

FEBRUARY 23, 2015

Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. How Do You Build A Customer-Centric Culture?

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Customer Connectedness Infographics Customer Experience Video 120

CloudCherry

JULY 25, 2018

75% feel it is one of the most important components of their brand value, compared with 46% on average and 21% among low-performing firms.”. Technology leadership: Iconic firms tend to deploy leading solutions, including a focus on collecting customer analytics and omnichannel coverage. Social responsibility. “75%

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Technology Brands Customer Experience Omni-Channel 170

Experience Matters

JUNE 4, 2015

Comcast (and its peers) need to focus on building all four customer experience core competencies : Purposeful Leadership : Leaders operate consistently with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes are driving decisions about how you treat customers. So, whats the answer?

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

Experience Matters

APRIL 3, 2015

Our research has shown that customer-centric organizations demonstrate four CX core competencies : Purposeful Leadership :Leaders operate with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes drive decisions about the company treats customers.

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Culture Customer Connectedness Airlines Employee Engagement 120

CSM Magazine

FEBRUARY 5, 2025

Brand Values: Share your brand story, mission, and core values. Step 6: Foster a Customer-Centric Culture Creating a customer-first culture starts with leadership. Use demos or hands-on experiences to solidify their understanding. Lead by example by showing your new rep that customer satisfaction is a priority.

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Training Knowledge Base Customer Centricity Culture 52

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Customer experience'

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Experience Matters

SEPTEMBER 10, 2015

To make this effort smoother, Temkin Group recommends adopting an approach we call Employee-Engaging Transformation (EET), which consists of five practices: Vision Translation, Persistent Leadership, Middle Management Activation, Grassroots Mobilization, and Captivating Communications.

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Customer Centricity Culture Report Case Study 120

SuiteCX

AUGUST 18, 2017

We need executive leadership and cross functional teams to support collaboration and to have one unified definition of success. If you need help getting started to define your vision, build your brand values and service standards please contact me DBevelacqua@Suitecx.com.

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Culture Customer Engagement Engagement Innovation 113

ProProfs Chat

JUNE 22, 2018

And highly engaged employees are an outcome of effective leadership! . In order to scale up employee engagement, we must first scale up our leadership. Leadership interactions with employees manifest in employee interactions with customers. Great customer experiences start with leadership! Nicolle Paradise.

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Smith+co CX

OCTOBER 19, 2017

Some credit is due to the Ryanair leadership team who have responded quickly to remedy 99% of the original cancellations and a further 90% of the second wave of cancellations. The brand has also stated that common ground is now being sought throughout its staff. Work to reimagine and deepen the brand values across your teams.

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Brand Values Brands Airlines Travel 28

SuiteCX

AUGUST 18, 2017

We need executive leadership and cross functional teams to support collaboration and to have one unified definition of success. If you need help getting started to define your vision, build your brand values and service standards please contact me DBevelacqua@Suitecx.com.

Culture 100

Culture Customer Engagement Engagement Innovation 100

Lumoa

FEBRUARY 9, 2023

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

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Trends Customer Experience Customer Journeys Customer Connectedness 120

InMoment XI

MARCH 27, 2024

The automotive industry relies heavily on brand perception. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

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Automotive Management Social Media Feedback 195

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. The large advertising agency, brand agency, one of the biggest in the country saw that as a threat.

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Leadership Consulting Financial Video 52

ReviewTrackers

AUGUST 10, 2017

Employee Review Sites Can Help You Build a Compelling Employer Brand. That’s why it’s so important for your leadership and HR teams to embrace — instead of fear — public feedback posted online by your employees. Provide information about your organization, leadership, and employee benefits. Monitor your competition.

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Company Leadership Hotels Feedback 77

ijgolding

MAY 5, 2017

It can also give the wider community a tantalising glimpse into the workings of a successful and streamlined operation with strong brand values which are properly embedded into its’ processes. .

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Brands Customer Journeys Airlines Brand Values 144

ChurnZero

MARCH 22, 2023

It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Journey mapping Once you have segmentation sorted out, you need a customer journey for each segment.

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Lumoa

MARCH 20, 2018

Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

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Technology Customer Connectedness CRM Employee Engagement 51

Wootric CX Blog

SEPTEMBER 17, 2020

Firm and open leadership. Much is often made of the importance of purposeful and strong leadership in business, and there’s little doubt that this can make a huge difference. The value of entrepreneurialism has been proven over many years, from the largest multinational corporations to the smallest mom-and-pop retail outlets.

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Customer Experience Leadership Course Consumers 71