Blake Morgan

SEPTEMBER 10, 2024

This approach allows the company to innovate while maintaining the trust and reliability it’s known for. Leadership plays a crucial role in fostering a growth mindset culture focused on client success. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” 8CXLaws.com.

Leadership 59

Leadership Customer Experience Financial Culture 59

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 283

Leadership Culture Customer Centricity Report 283

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. Since customer experience is all about inclusion, diversity empathy, hyper personalization and understanding of every individual needs of employees, partners and customers and culture and CX maturity differentiation and uniqueness in each country.

Culture 296

Culture Case Study Employee Experience Innovation 296

PK

JUNE 1, 2021

The term “humility” is often misunderstood to be a lack of leadership, but what it really means being willing, and able, to change one’s mind when necessary. The post Innovation Interviews: On building a culture of humility appeared first on PK. This quality is […].

Culture 98

Culture Innovation Leadership 98

C3Centricity

SEPTEMBER 26, 2023

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

Innovation 296

Innovation How To Brands Culture 296

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

eglobalis

NOVEMBER 22, 2020

The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis. Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience.

Culture 510

Culture Loyalty Employee Experience Customer Experience 510

ECXO

JUNE 23, 2024

Next, it’s essential to establish a customer-centric culture within your organization. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation. It should be a company-wide culture. Leadership Commitment: Leadership plays a vital role in developing a customer-centric culture.

Customer Centricity 344

Customer Centricity Culture Customer Journeys Customer Satisfaction 344

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 227

Leadership Culture Customer Centricity Report 227

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

ECXO

JULY 30, 2024

The Heartbeat of a Customer-Centric Organization – Part 2 In the first part of this article, we talked about Servant Leadership, its core principles, and the positive impact it can have on the organization. This harmonious combination lays the foundation for exceptional leadership.

Customer Centricity 193

Customer Centricity Leadership Customer Satisfaction Culture 193

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? It’s nearly impossible to deliver great customer experience without creating a customer-first culture. The best brands in the world boast cultures that empower employees to deliver for customers. How can you create a customer-first culture?

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Centercode

MARCH 29, 2024

Explore John's insights on leadership, a culture of innovation, and the role of beta in product success.

Innovation 72

Innovation Connections Leadership Culture 72

BlueOcean

JUNE 27, 2024

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture How To Leadership 177

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Practicing Leadership Bravery by Trusting Employees. Practicing Leadership Bravery by Trusting Employees. ” Attract the Right Talent Through a Culture of Trust.

Case Study 139

Case Study Culture Study Company 139

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 121

Innovation Leadership Consulting Tips 121

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. He encourages his employees to meet and exceed customer expectations, which has led to innovative DTC showrooms, integrated technology, and impressive shipping and return policies.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Magellan Solutions

JANUARY 17, 2024

Finding ways to improve company culture is crucial for success. Magellan Solutions offers seven effective approaches to improving company culture. Why does company culture matter? Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture.

Culture 52

Culture Company Leadership Training 52

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

West Monroe

JULY 29, 2024

Listen to "How to Make Gen AI a Cultural Movement, Not a Mandate" on Spreaker. EJ: Before talking about ROI, I want to note that adopting AI tools is a culture change. Many organizations claim specific productivity increases with AI, but without cultural adoption, these claims fall short once the consultants leave.

Culture 59

Culture ROI How To Government 59

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Perception is reality.

Culture 109

Culture Leadership Exercises Groups 109

ECXO

MARCH 5, 2024

The Define and Ideate stages then help businesses to clarify customer problems and generate innovative solutions. Innovation and Creativity: The iterative nature of Design Thinking encourages experimentation and ideation. This promotes an environment of creativity and innovation where unique solutions can flourish.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

Horizon CX

APRIL 30, 2024

Understanding Organizational Transformation Transformation goes beyond incremental improvements; it entails fundamentally altering an organization’s structure, processes, culture, and mindset to adapt to evolving market dynamics and customer expectations. It requires vision, strategic alignment, and relentless execution.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

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. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.”

Culture 313

Culture Sports Employee Engagement Leadership 313

ECXO

MAY 29, 2024

Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences. Fostering a Culture of Continuous Improvement: Lastly, cross-functional teams embody and promote a culture of continuous improvement.

Innovation 156

Innovation Culture e-support Feedback 156

InMoment XI

NOVEMBER 30, 2023

A positive internal culture translates into positive external perceptions. The Impact of Thought Leadership and Expertise in Reputation Management Thought leadership plays a pivotal role in shaping how your brand is perceived. A strong thought leadership presence can attract positive media coverage.

Brands 378

Brands Management Multi-Channel Social Media 378

CX Centric

FEBRUARY 11, 2021

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. Today, I propose a culture of ‘customer-centricity’ where employees are encouraged to continuously learn about their customers, and are given the space to innovate to offer better experiences.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. What Drives a Collaborative Culture? Partnership.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ECXO

MAY 14, 2024

Adaptability and Innovation: H2H encourages businesses to view their operations from a more human-centric lens, leading to innovative solutions tailored to real human needs and desires. Building a Culture of H2H You should know that adopting H2H in a business is not just about coming up with external strategies.

B2C 156

B2C B2B Leadership Culture 156

SurveySparrow

MAY 24, 2023

Leadership isn’t a title; it’s a circle of influence that spreads across an organization, nurturing its growth and sustainability. This comprehensive view is exactly what the Leadership Circle 360 brings to the table. What is Leadership Circle 360?

Leadership 52

Leadership Culture Feedback Tools 52

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Perception is reality.

Culture 83

Culture Leadership Exercises Groups 83

Talkdesk

AUGUST 28, 2020

Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Everything about the company was great: the innovative spirit, the growth mindset and, more importantly, the fact that they didn’t look at me any differently for being a woman.

Leadership 122

Leadership Customer Experience Call Center Culture 122

CX Journey

JULY 18, 2018

Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line? Corporate culture is linked to so many business decisions and business outcomes. Culture is such an important part of any business. Questions addressed in this paper included: What is corporate culture? ective corporate culture?

Culture 109

Culture e-support Leadership Government 109