Integrity Solutions

JUNE 18, 2021

We often associate “coach” with a sports analogy. Below we’ve aggregated 10 sales coaching articles, blogs and infographics various subject matter experts from across Integrity Solutions have published that demonstrate the importance and results of developing a culture of sales coaching in an organization. Manage or Coach?

Sales 97

Sales Leadership Infographics Culture 97

Russel Lolacher

MAY 4, 2021

Sports games easily fall under this category with a focus on wins/losses and stats to show who’s better than whom. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Examples Connections 128

InMoment XI

FEBRUARY 8, 2023

They must be data-driven with strong financial instinct to convince leadership to change behaviors or to take new actions (building a strong relationship with the CFO and their team is a smart early move). Customer experience is a team sport that requires the participation, alignment, and coordination of the entire organization.

Sports 221

Sports Financial ROI Leadership 221

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. What could your organization accomplish if your workplace embraced a culture of listening and learning from one another rather than being siloed off and defensive? Madhavi Bezwada, VP of Client Success at Waystar.

Sports 96

Sports Leadership Culture Customer Satisfaction 96

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 mean, you’re talking stories, you’re talking about leadership. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

Culture 60

Culture Company ROI Leadership 60

Customer Bliss

MAY 23, 2018

Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Carolyne began to present her findings to leadership through weekly team meetings.

Sports 197

Sports Customer Experience Travel B2C 197

ShepHyken

JANUARY 15, 2024

Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. ” About: Art Turock is an elite performer in both business and sports. How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture?

Sports 85

Sports How To Exercises Culture 85

ijgolding

MAY 17, 2017

Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion. The driving force behind that, was the culture Jack Welch embedded across the GE empire. Part of company culture is path-dependent it’s the lessons you learn along the way.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

Experience Investigators by 360Connext

APRIL 27, 2021

Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Cultivate an engaging company culture. If your employees think you value and expect their feedback, they will actively look for ways to make improvements to internal processes, culture , and other impactful aspects of your business.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Experience Investigators by 360Connext

APRIL 23, 2024

By following these steps and focusing on the right metrics, we can demonstrate the tangible value of investing in customer experience to our leadership, ensuring continued investment and focus on initiatives that drive real business growth and customer happiness. As you consider your own CX strategy, remember that it’s a team effort.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Matters

NOVEMBER 27, 2014

I really enjoy leading and being a part of the Customer Experience Professionals Association, because of the wonderful volunteers and the amazing culture of sharing across our community. We may be a small company, but I’m very proud of how our team sets the pace in CX thought leadership. MIT Sloan Sports Analytics Conference.

Sports 278

Sports Conference Groups Analytics 278

North Highland

JUNE 3, 2019

In this blog, Pavan Bilkhoo, a leader within North Highland’s Global People & Change practice, chats with Joe Shaw, the Saracens Skills and Attack Coach, and gets his thoughts on how organisations can develop purpose-driven values and create enviable cultures for their teams – whether in sport or business.

Culture 74

Culture Sports Meeting Connections 74

Smith+co CX

JUNE 9, 2016

As Mike Ashley stood before MPs this week to defend his business, it was clear that he didn’t have a handle on everything that was happening within his own company, and the Sports Direct boss went on to admit as much. If things are left to chance, toxic cultures spring up like weeds, and disillusionment spreads like wildfire.

Sports 28

Sports Culture Case Study Employee Experience 28

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement. Customer experience is a team sport. Cross-functional leadership and support is needed to make these improvements.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? In an industry where supporting highly engaged sports fans is your business, it’s important that employees are engaged as well. This was a major improvement within their culture. I always say, what’s on the inside, shows up on the outside.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

Sports 150

Sports Leadership Customer Centricity Culture 150

CSM Magazine

OCTOBER 28, 2016

Leadership capacity is more than simply skill development; it’s about performance, growth, transformation and change. Let’s define leadership as; “Leadership Capacity is the skilful use of leadership attributes for the growth and development of ourselves, our colleagues and our organization”.

Leadership 40

Leadership Competitive Advantage Innovation Culture 40

West Monroe

MAY 27, 2024

My father instilled in me the values of hard work, creating a great company culture, attracting and retaining the best people, the benefits of being scrappy, and the importance of treating everyone with respect. This makes consulting more of a team sport than an individual—or intellectual—competition.

Consulting 52

Consulting Sports Banking Competitive Advantage 52

West Monroe

MAY 27, 2024

My father instilled in me the values of hard work, creating a great company culture, attracting and retaining the best people, the benefits of being scrappy, and the importance of treating everyone with respect. This makes consulting more of a team sport than an individual—or intellectual—competition.

Consulting 52

Consulting Sports Banking Competitive Advantage 52

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. To celebrate your commitment to almost-automatic CX excellence, submit your team’s progress to the CX Team Sport Awards.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Customer Bliss

MAY 10, 2018

These interviews helped her get a pulse for the culture of the employees and their views of the company as well. Lastly, Amy leaves us with this line: customer experience is an endurance sport, it’s a long game in a lot of cases where you have short wins, but you also have to be sure you’re having a good time doing it.

Customer Experience 111

Customer Experience Leadership Loyalty Programs Loyalty 111

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer experience starts with a strong customer-centric culture, and that tone is set from the top. Is customer centricity already part of the company DNA and culture?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Team Support

MARCH 20, 2020

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. Don't hesitate to ask a leadership colleague for a second opinion on your tone and language if needed.

Tips 80

Tips Management Leadership Sports 80

Up Your Service

AUGUST 8, 2018

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.” SPEAKING.COM: What are a few of the 12 building blocks of service culture?

Culture 53

Culture Airlines Net Promoter Score Leadership 53

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.

Sports 121

Sports Leadership Customer Centricity Consulting 121

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Building a CX Strategy.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Beyond Philosophy

SEPTEMBER 20, 2018

A culture that takes care of employees happens from the top down. What the leadership at an organization does is what their direct reports will do. If leadership creates a safe atmosphere for employees where they are respected, valued, and listened to, then their employees will tell them the truth.

Leadership 136

Leadership Culture Sports Course 136

Alida

MARCH 10, 2017

Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. CX programs require strategy and leadership from the top. Providing a seamless customer experience is a team sport. Here are four pitfalls to avoid as you develop and execute a CX program.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. RON KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “ 12 building blocks of uplifting service culture.

Culture 40

Culture Airlines Net Promoter Score Leadership 40

Integrity Solutions

FEBRUARY 27, 2023

The first thing that comes to mind when you hear the word “coach”, understandably, is probably a sports reference. World-class sales leadership is about embracing both of these roles. Coaching and the Connection to Employee Engagement and Retention Great sales leadership goes far beyond just hitting numbers.

Sales 64

Sales Management Culture Leadership 64

West Monroe

MAY 27, 2024

My father instilled in me the values of hard work, creating a great company culture, attracting and retaining the best people, the benefits of being scrappy, and the importance of treating everyone with respect. This makes consulting more of a team sport than an individual—or intellectual—competition.

Consulting 40

Consulting Sports Banking Competitive Advantage 40

Experience Investigators by 360Connext

APRIL 24, 2017

In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy. If CX were an Olympic sport, it would be gymnastics. It also takes a bunch of traits that are often not found in one person. Flexibility.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

Blake Morgan

MARCH 13, 2023

Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite. And that ripple effect empowers female employees to engage in future leadership roles. We need women in leadership roles more than ever before. Women thrive in customer-centric roles.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Experience Investigators by 360Connext

MARCH 5, 2018

Are you treating customer experience like a sport? ” This can be extremely pervasive if the leadership is part of perpetuating this view. Stop treating #CX like a sport! Are people in your organization who deliver the experience expected to start “winning at CX” in some way? Think about your own organization.

How To 161

How To Sports Leadership Customer Experience 161

Clarivate

NOVEMBER 23, 2021

Can you imagine a sports team showing up to a game and not practicing – their way of preparing? Besides working closely within the leadership team, it is also important to integrate these new behaviors into other business processes, such as company values, communications, onboarding efforts, training and team meetings.

Customer Experience 52

Customer Experience Sports Leadership Consulting 52