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

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. It’s part of the company’s culture.? . In the past, I covered six steps to creating a customer-centric culture. Six steps to creating a customer-centric culture. I recognize that they all have good leadership.

Culture 112

Culture Customer Centricity Sports Customer Service Training 112

InMoment XI

FEBRUARY 15, 2023

What these additional elements suggest is that customer experience is a team sport that requires the participation, alignment, and coordination of the entire organization—and that your success will be limited if it is a grassroots effort and not a strategy led and supported by the executive leadership team.

Sports 221

Sports Leadership Lifetime Customer ROI 221

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

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

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

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

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

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

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. Ironically, this simple truth is not top of mind for most leaders in business.

Sports 71

Sports Customer Experience Handbook Case Study 71

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 96

Sales Leadership Infographics Culture 96

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

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

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

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

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

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

Comm100

MARCH 8, 2017

Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. Chelsea Krost.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

MAY 3, 2017

I suppose our mums all brought us up to be polite and not cause a fuss, and that seems to have bled over into business culture as well. You don’t need to go out and stir up confrontation just for the sport of it. I often say that a customer experience culture must be embraced by the top leadership, and that is true.

Consulting 133

Consulting Sports Leadership Culture 133

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 99

Sports Leadership Culture Sales 99

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. Downie is committed to the idea that leadership is key for having an excellent Customer Experience. Most of all, his leadership and emphasis on Customer Experience is the key to its success.

Leadership 154

Leadership CEM Sports Hotels 154

Beyond Philosophy

NOVEMBER 29, 2014

Social media feeds across the USA are sporting this meme. This tradition has become a hallmark of American Culture; much like Boxing Day is in the UK. Blogs Social Media Thought Leadership customer service' With a cry for solidarity from consumers across the U.S. I wonder, has Black Thursday officially replaced Black Friday?

Social Media 117

Social Media Wireless Retail Leadership 117

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

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

CX Accelerator

DECEMBER 5, 2017

There may be a suffocating culture in play in which people do not experience the freedom to be themselves, or you as a leader may be ignorant to the true nature of the team. If you provide an environment where growth is a “team sport”, you are creating powerful bonds and breaking through the monotony.

Loyalty 140

Loyalty Customer Service Contact Center Sports 140

SurveySparrow

JULY 1, 2022

If you’re a sports fan, it might be MS Dhoni or Roy Keane. Companies also struggle with this question, which is why we use leadership competencies to define a good leader. In this article, we will: Talk about 13 leadership competencies divided into 4 areas. What is Leadership? What are Leadership Competencies?

Leadership 52

Leadership Culture Sports Survey 52

Beyond Philosophy

JANUARY 19, 2020

It happens in sports. You need a diversity of opinion, and you also need a culture that allows for that disagreement. However, in an organization where the leadership is not open, and leadership is too despotic, that would not happen. We also interpret evidence in a way that is consistent with what we already think.

Leadership 156

Leadership Consulting Retail Sports 156

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

ijgolding

APRIL 29, 2015

One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had achieved remarkable things through strong, committed, innovative, focused and inspirational leadership. The inspirational leadership team of Barry Hearn and Russell Slade.

Leadership 120

Leadership Financial Sports Strategy 120

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

DCX

FEBRUARY 23, 2025

📌🚀Grab a Copy: A CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? The Inevitable AI Culture Clash Not everyone at the Times is thrilled. 55 standards covering leadership, feedback loops, data, and value management. What’s New?

e-support 52

e-support Culture Wait Times Leadership 52

CX Journey

JANUARY 8, 2015

Thomas Jefferson When I was in sports in high school, I was told that a positive mental attitude was everything - you can''t win without it. Let''s think about your workplace and your culture within. Then one day, finally, you get a message from company leadership. It''s leadership. And, quite frankly, that''s depressing.

Strategy 80

Strategy Leadership Culture Fashion 80

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

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need." All will take leadership deeply committed to customer experience as a significant marketplace differentiator.”

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

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

AWS Machine Learning

FEBRUARY 21, 2025

About the Authors Dian Xu is the Senior Director of Engineering in Data at Rocket Companies, where she leads transformative initiatives to modernize enterprise data platforms and foster a collaborative, data-first culture. In his spare time, he is an avid cyclist and has been known to dabble in vintage sports car restoration.

Data 72

Data Company Effort Score Financial 72