Experience Investigators by 360Connext

MARCH 5, 2015

They wore crowns, had expressions, and even sported jewelry! Take the time to hear customers each step of the way. Customers have been trained in many industries to expect poor service. Customer-centric leaders should realize how these expectations weave into the experience overall, creating either delight or disappointment.

Customer Service 110

Customer Service Sports Social Media Communication 110

Michel Falcon Experience

JANUARY 10, 2019

A decade ago, when I was working within a call centre as a customer service agent in Vancouver, I started to document different customer traits and behaviours. Why was it that customers in different regions reacted differently to how I answered the phone? Why did some customers not care to talk about the local sports team?

Training 151

Training Customer Service How To Employee Engagement 151

Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Beyond Philosophy

OCTOBER 3, 2014

From a sporting context, an organization can decide they are going to take part or try to win. When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. Individual development.

Leadership 154

Leadership CEM Sports Hotels 154

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 122

Sports Leadership Customer Centricity Consulting 122

BirdEye

MAY 17, 2023

They also are excellent tools for employee engagement and loyalty, which in turn, boosts productivity. Adidas Mission statement: “To be the best sports brand in the world.” While the company faces steep competition in the sports industry, it continues to be one of the most widely recognized brands worldwide.

Examples 98

Examples Sports Innovation Social Media 98

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports!

Customer Experience 48

Customer Experience Sports Chief Customer Officer Guidelines 48

GetFeedback

JANUARY 6, 2020

Some companies display posters of different personas to remind employees of who they are serving. . Showing them in a “customer room” is another option worth considering. Think of other ways you can use personas as a tool for employee engagement and communications. Implications for customer journey mapping.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

ClearAction

APRIL 18, 2015

Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration. Data insights can help maximize ROI of the work done by HR and employees collectively.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

ClearAction

JULY 29, 2018

Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focused viewpoint. As a customer yourself, things you buy are clearly affected by decisions of the supplier’s Safety, Facilities and Finance departments, right?

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

ClearAction

APRIL 3, 2015

Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Customers First, or Employees First ?

Engagement 48

Engagement Customer Experience Employee Engagement Government 48

Beyond Philosophy

OCTOBER 3, 2014

From a sporting context, an organization can decide they are going to take part or try to win. When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. Individual development.

Leadership 68

Leadership Sports Hotels Social Media 68

ClearAction

MAY 31, 2015

Related articles: 4 Customer Centric Culture Building Blocks. Customer Experience Governance: Do This, Not That. Improve Customer Experience by Eliminating Customer-Focus Boundaries. How Human Resources Can Add Value to Customer Experience Excellence. Customers First, or Employees First ?

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

Integrity Solutions

FEBRUARY 27, 2023

The first thing that comes to mind when you hear the word “coach”, understandably, is probably a sports reference. Coaching and the Connection to Employee Engagement and Retention Great sales leadership goes far beyond just hitting numbers. And companies strive for things like strong values like integrity.

Sales 62

Sales Management Culture Leadership 62

Beyond Philosophy

OCTOBER 3, 2014

From a sporting context, an organization can decide they are going to take part or try to win. When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. Individual development.

Leadership 60

Leadership Sports Hotels Social Media 60

ClearAction

AUGUST 29, 2015

Engaging employees in cross-functional customer experience action on an ongoing basis is seldom seen, at least in a systematic and systemic way, especially among non-customer-facing groups. Related articles: Are You a Customer Experience Action Hero? Customer Experience Improvement is a Team Sport.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Michel Falcon Experience

FEBRUARY 19, 2016

In 2014, I wrote a post titled, “ Employees Need to Be Responsible for Their Own Development ” on LinkedIn that received nearly 10,000 views. The thesis of my post was that, to be successful, you must take ownership over your desired outcome, whether it’s with your career, sports or, well, anything.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Russel Lolacher

NOVEMBER 28, 2022

So even talking 15 plus years ago, when I was beginning to get my first promotions, I was promoted with examples of progressive thinking, you know, I would always hear things in meetings like, okay, we’re not going to skate to where the, I’m gonna use a Canadian sports reference here. Russel Lolacher. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

Beyond Philosophy

JUNE 4, 2015

As they stated, right up front (Chapter 1, page 4): “What we call a humanistic company is run in such a way that its stakeholders—customers, employees, suppliers, business partners, society, and many investors—develop an emotional connection with it, an affectionate regard not unlike the way many people feel about their favorite sports teams.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

ClearAction

NOVEMBER 21, 2015

Related articles: Customer Experience Improvement is a Team Sport. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customer Experience for the Future: Context is King. Are You a Customer Experience Action Hero? Photo purchased under license subscription from Shutterstock.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48

DCX

FEBRUARY 23, 2025

The Big Three: What the Standards Cover Customer-Centric Culture: Aligning leadership, employee engagement, and internal purpose around CX. AI-driven game film analysis (like pro sports teams use) identified inefficiencies. These standards aim to set the bar for what great CX looks like across industries.

e-support 52

e-support Culture Wait Times Leadership 52

Michel Falcon Experience

FEBRUARY 11, 2019

Hey Team, I’m excited to share my Customer Experience Keynote presentation that I shot in St. In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. Pete’s Beach, Florida.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60