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.”

Culture 313

Culture Sports Employee Engagement Leadership 313

Who's Your Gladys?

SEPTEMBER 26, 2014

Best practices Call Center Customer Service Communicating with Customers Customer Relationship Management customer service performance Dialog Direct Engagement Leadership Lori Jo Vest Marilyn Suttle performance Who''s Your Gladys? Customer Service Trainers David Shapiro employee engagement Michelle Pretty Sara Wright'

Call Center 211

Call Center Customer Relationship Management Employee Engagement Leadership 211

InMoment XI

JUNE 23, 2017

Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. These include degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career.

Employee Engagement 150

Employee Engagement Engagement Survey Leadership 150

InMoment XI

JUNE 23, 2017

Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. These include: degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career.

Employee Engagement 150

Employee Engagement Engagement Survey Leadership 150

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ProProfs Chat

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is Employee Engagement?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. SHARP COMMUNICATION – transform ideas into messages. EMPATHETIC – listen to employees and customers.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ijgolding

JUNE 14, 2017

If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If Communication is such a vital component – the more creative and inventive you are in getting the message across, the better!”. Failure to communicate effectively will have consequences.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

eglobalis

SEPTEMBER 19, 2024

Challenge: If employees don’t see the value of their contributions, their engagement drops, and innovation suffers, leading to diminished customer experiences. Transparent Leadership to Build Trust Transparent leadership is essential for building trust during transformation efforts.

Customer Experience 263

Customer Experience Leadership Innovation Roadmap 263

Horizon CX

MARCH 25, 2019

2 Sharp Communication. A skilled CX leader transforms ideas into messages, may it be in the form of verbal or written communication. Model CX leaders can communicate with team members and customers with ease and confidence. A proficient leader knows that productive employees are crucial in carrying out a CX strategy.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. B2B Blog Customer Engagement Customer Experience Featured customer service Education leadership linkedin loyalty membership webinars' It’s all about you.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking Loyalty Culture Social Media 286

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. Choose the right communications tool for your meetings.

Employee Engagement 100

Employee Engagement Tips Engagement Exercises 100

Kate Nasser

AUGUST 15, 2021

In leadership, teamwork, and business in general, this is death […]. The post Improved People Skills Take You Further Than Jerky Behavior | #Leadership appeared first on KateNasser.com. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly.

Leadership 144

Leadership Employee Engagement Interaction Video 144

InMoment XI

MARCH 2, 2022

It must come through disciplined leadership, investment, assessment, and change. The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment.

Culture 195

Culture Connections Company eBook 195

InMoment XI

NOVEMBER 30, 2023

Establishing and nurturing trust requires consistent delivery on promises, transparency in communication, and a commitment to ethical business practices. Employee Engagement Your employees are integral to your brand’s reputation. A strong thought leadership presence can attract positive media coverage.

Brands 284

Brands Management Multi-Channel Social Media 284

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. It starts inside the business - communicate, communicate, communicate and educate, educate, educate.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Integrity Solutions

JULY 4, 2021

Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today. What’s your leadership style? Know Your Leadership Style – Are You People-Focused or Goal-Focused?

Leadership 103

Leadership Analysis Connections Engagement 103

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

CX Journey

SEPTEMBER 9, 2014

The book is about employee engagement through trust relationships, or in a nutshell, building a culture of trust. employee engagement employee experience leadership trust' He wanted to get my thoughts on his stance on trust. Here are a few examples of gaps he identifies in his three components of trust.

Effort Score 194

Effort Score Employee Engagement Guidelines Culture 194

Retently

OCTOBER 28, 2024

Key Takeaways Stay interviews allow companies to address employee concerns early, reducing dissatisfaction and turnover. They give managers the opportunity to engage directly with employees and resolve issues before they escalate. Replacing employees, particularly in leadership roles, can cost up to 200% of their salary.

Net Promoter Score 78

Net Promoter Score Effort Score Leadership Feedback 78

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. A customer-centric organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. He is specialized at finding training employees to understand customer journeys and he is well versed in a variety of skills like CX disciple, employee engagement, etc.

Hospitality 236

Hospitality Insurance B2C Groups 236

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Customer Bliss

JUNE 27, 2017

It’s basically thinking about how current CX roles tend to evolve a lot of different hats (customer-facing work, operations, marketing, employee engagement, bottom line knowledge, etc.) She also downloaded “tons of white papers” and read thought leadership (including one of my books!). Are you bossy?

Retail 0

Retail Leadership Customer Experience Video 0

Integrity Solutions

SEPTEMBER 22, 2022

Ultimately, this is the kind of leadership that transforms sales teams and elevates business results. The question is, how well do your sales leadership skills measure up where it really counts? .” Developing Stellar Sales Leadership Skills. Again, there are great sales leadership skills that must be taught.

Leadership 23

Leadership Sales Culture Exercises 23

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning. Who Needs Workplace Coaching?

Employee Engagement 80

Employee Engagement Banking Culture Engagement 80

inmoment

JUNE 22, 2020

Knowing that employee morale was essential to retention and brand advocacy, the casino’s executive team reached out to each and every furloughed employee via email, phone or text to check in one-on-one and let them know that they hadn’t been forgotten. This strategy is essential for successful employee engagement for several reasons.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. He is specialized at finding training employees to understand customer journeys and he is well versed in a variety of skills like CX disciple, employee engagement, etc.

Hospitality 210

Hospitality Insurance B2C Groups 210

Maru Group

JANUARY 17, 2023

My name is Glyn, and I have 20 years of experience measuring and building great employee experiences. Building great employee experiences requires management to consider four key steps. Prioritizing the attributes employees value most, like leadership, empowerment, and development.

Employee Engagement 80

Employee Engagement Engagement How To Employee Experience 80

Integrity Solutions

DECEMBER 21, 2022

Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. Effective leadership development is like following a tried and true recipe; the core ingredients have to be there and they have to be high-quality. The Secret Sauce of Effective Leadership Development.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

CSM Magazine

MARCH 5, 2025

Leadership and Communication Skills: Customer support leaders must inspire their teams and communicate effectively across departments. Leadership, negotiation, and communication skills are all crucial. Customized Learning Paths Support teams consist of individuals with varying skill levels and learning curves.

Training 52

Training e-support First Call Resolution Leadership 52

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. His 2015 Talk is now at 2.1

Leadership 98

Leadership Government Employee Experience Innovation 98

CX Journey

JANUARY 9, 2018

Companies need to focus on these areas - for the sake of the employees, the customers, and the business. Leadership We Have a Crisis in Leadership Culture 7 Pillars of a Strong Culture Culture - The Soul of the Organization Mission, Vision, Guiding Principles, Values. Are they committed to employees and the employee experience?

Strategy 0

Strategy Culture Employee Experience Leadership 0

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! Companies are realizing the importance of leadership styles that focus on the customer. The idea of servant leadership was first introduced by Robert K.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156