Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. KEY TAKEAWAYS. Finding value-driven leaders.

Leadership 52

Leadership Culture Exercises Airlines 52

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Co-create and innovate your ideal customer experience.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

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. More Posts - Website Follow Me: The post 5 Ways to Sabotage your Customer Experience appeared first on Customer Experience Consulting. Don’t worry about the big guys.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

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. Magazine’s top 101 Leadership Speakers in the world, as well as Inc.’s ’s top 101 experts on Employee Engagement.

Employee Engagement 40

Employee Engagement Culture Video Engagement 40

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. Our goal is to have a little fun, learn from the best innovators and business leaders out there, and provide inspiration to those of us doing our best to deliver great customer experiences every day. We’re all human!

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

CX University

SEPTEMBER 11, 2018

The organization is also one of the only branches of government that pays its own bills, earning over $3 billion in revenue annually to support its staff and costs while providing vital services to the US innovation economy. Continual meetings with HR consultants help leaders to process data, collect further information, and devise solutions.

Management 209

Management Employee Engagement Government Engagement 209

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Becky Roemen – Senior CX Consultant at TTEC, and our 2 nd Place CX Influencer. Stacey Sherman – Director of Customer Experience & Employee Engagement at Schindler Elevator Coorporation.

Leadership 170

Leadership Consulting Video Government 170

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'

How To 271

How To Leadership Social Media Consulting 271

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

CSM Magazine

JUNE 19, 2024

Its comprehensive nature not only meets legal obligations but also displays employers’ commitment to employee health and safety, helping with talent recruitment/retention efforts while building loyalty from staff members. By offering such resources, companies can help employees handle stress better and enhance productivity.

Trends 52

Trends Customer Service Insurance Virtual Call Center 52

West Monroe

JULY 29, 2024

Let's discuss the ROI of generative AI at work, particularly in terms of employee engagement and satisfaction. You can’t just tell employees to use the tool; you have to show how it can help them in their jobs and work together to unlock productivity. Are we measuring these aspects? How important is this measurement?

Culture 59

Culture ROI How To Government 59

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They care enough to continually look for ways to improve and innovate for their customers. appeared first on Customer Experience Consulting. Blog Customer Experience Featured Innovation customer service leadership linkedin' They care enough to invest in outside evaluations. They care if your day was ruined.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Innovation can’t happen if you are drowning in bureaucracy , according to Jack Ma. Have a strong focus on employees.

Leadership 110

Leadership Innovation Social Media Consulting 110

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Justify customer loyalty through excellence – innovate audience interactions. 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 Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

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. More Posts - Website Follow Me: The post 5 Customer Experience Fails that Make Entrepreneurs Suffer appeared first on Customer Experience Consulting. Loyalty does not mean forever for customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Investigators by 360Connext

MARCH 31, 2015

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. appeared first on Customer Experience Consulting.

Technology 110

Technology Customer Experience Social Media Trends 110

SurveySensum

FEBRUARY 26, 2024

Pulse surveys are like little check-ins that happen regularly – weekly or monthly, and they’re designed to capture how your employees are feeling about different aspects of their jobs. This is why you need employee pulse survey tools. This continuous improvement mindset fosters innovation, agility, and resilience.

Tools 52

Tools Survey Employee Engagement Culture 52

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works. Employee experience has evolved, but not quickly enough.

Resources 100

Resources Company Consulting Employee Experience 100

Michelli Experience

MARCH 9, 2016

Only macro-businesses like Google could even think of offering perks like: Free breakfast, lunch, and dinner across the more than 12 restaurants on their complex; Generous materinity and paternity leave policies; Innovation budgets; Rich knowledge sharing; Dog friendly policies in office; and yes, even. Death benefits.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

Experience Investigators by 360Connext

MARCH 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. The bottom line is that innovation around the future of experience means relying on resources not necessarily aligned with data.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

JUNE 22, 2015

Share innovation as it happens. Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them. Photo by Wilfred Iven.

Social Media 110

Social Media Engagement Video Innovation 110

Blake Morgan

JANUARY 20, 2022

A former teacher and economist, Adrian is now a consultant, author and speaker. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Denise is a skilled speaker, author and brand leadership expert. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Strativity

AUGUST 19, 2014

She attended the Global Leadership Program at Duke University, and she serves on several committees both professionally and personally. Arussy is the founder of Strativity Group, a global customer experience research and consulting firm which helps clients create delightful customer experiences and execute profitable customer strategies.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

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. More Posts - Website Follow Me: The post Challenging Your Focus on Customers appeared first on Customer Experience Consulting. Image credits: viZZZual.com , DeclanTM via Creative Commons license.

B2B 110

B2B B2C Ecommerce Social Media 110

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. They innovate.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

Second to None

MARCH 15, 2018

Employees can help unlock answers to vital issues facing organizations in any industry, because they are the ones on the frontline experiencing how the strategies theorized by leadership are performing in reality. While simply listening to the voice of your employee can help inspire employees to be 4.6

Feedback 72

Feedback Survey Net Promoter Score How To 72

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

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. How to Purify a Toxic Workplace Culture appeared first on Customer Experience Consulting. Toxic cultures are not successful cultures.

Culture 110

Culture How To Leadership Social Media 110

Maz Iqbal

OCTOBER 7, 2014

Here is what I took away from that event: The terms customer-centric, Customer Experience, and innovation are empty. Then the debates occur as to what customer-centric means, what customer experience is and is not, what counts as innovation or not. Golding a customer experience evangelist and consultant. And they do.

Customer Centricity 102

Customer Centricity Leadership Employee Engagement Exercises 102

Experience Investigators by 360Connext

NOVEMBER 3, 2020

Use employee personas to narrow down the journey you’re mapping. Just like customers, no two employees are alike. The new customer service agent has a very different employee journey than the Chief Innovation Officer. Don’t make the mistake of trying to create a broad, one-size-fits-all employee journey map.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Second to None

FEBRUARY 4, 2020

Even if an employee is following all the basic rules outlined by management, if they are not noticeably engaged during interactions with customers , there will be an apparent disconnect between the brand identity pictured by leadership and the reality on the frontlines. Employee satisfaction is often difficult to measure.

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Experience Investigators by 360Connext

OCTOBER 2, 2018

You need diligence and persistence in this type of leadership. appeared first on Customer Experience Consulting. It can be uncomfortable but also incredibly effective in changing a culture from the inside-out. If you are this kind of customer experience leader, then you need to get comfortable being repetitive and patient.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225