ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

eglobalis

SEPTEMBER 19, 2024

Challenge: If employees don’t see the value of their contributions, their engagement drops, and innovation suffers, leading to diminished customer experiences. Transparent Leadership to Build Trust Transparent leadership is essential for building trust during transformation efforts.

Customer Experience 295

Customer Experience Leadership Innovation Roadmap 295

CX Journey

DECEMBER 11, 2018

Rob created a Shared Values Process/Operating System, which is a training and culture change tool. Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday by Gregg Lederman This is Gregg Lederman's third book. This book outlines the foundation for his "people operating system."

Leadership 151

Leadership Guidelines Travel Culture 151

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . Related Resource: [Article] Improve Employee Experience to Improve Customer Experience.

Resources 369

Resources Customer Journeys Video Customer Experience 369

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. Employee experience (EX) is customer experience!".

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

eglobalis

SEPTEMBER 16, 2024

Train and Empower Employees CX excellence is impossible without fully engaged and empowered employees. Front-line staff, from sales representatives to support technicians, should be equipped with tools and training needed to address customer concerns quickly and empathetically.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

InMoment XI

MARCH 2, 2022

It must come through disciplined leadership, investment, assessment, and change. The challenges for many organizations, though, is that they have either minimally addressed or completely missed the impact of enterprise culture on the level of employee connectedness, contribution, and commitment.

Culture 195

Culture Connections Company eBook 195

The DiJulius Group

JANUARY 2, 2024

Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to.

Employee Experience 98

Employee Experience Customer Experience Culture Training 98

Kayako

MARCH 7, 2018

Why we needed voice and accent training. And while we can’t fix that, the red flags we’ve seen led us to a conclusion that we must, as a matter of urgency, arrange for some voice and accent training (VnA) for the support team based out of our India office. How our support team improved through voice and accent training.

Training 120

Training Course Culture Communication 120

Customer Bliss

JUNE 14, 2019

There’s also an opportunity to answer questions which can be asked anonymously, which helps leadership stay on the pulse of what’s going on and what people are worried about. Chester also shares that J&J has a designated social media site called Yammer , where employees can post updates and engage with each other.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. Thanks for that.

Leadership 98

Leadership Government Employee Experience Innovation 98

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. Employee experience (EX) is customer experience!".

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

ChurnZero

SEPTEMBER 28, 2022

One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. The truth is that Customer Success training is far from standardized, and it doesn’t always happen. 12 reasons why Customer Success teams need training. What makes Customer Success unique.

Training 94

Training Customer Success Customers Culture 94

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. These are the top- and bottom-line benefits your coaching and training programs should deliver. This is for them, after all!

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Integrity Solutions

DECEMBER 21, 2022

Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. Effective leadership development is like following a tried and true recipe; the core ingredients have to be there and they have to be high-quality. The Secret Sauce of Effective Leadership Development.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

Experience Investigators by 360Connext

FEBRUARY 9, 2021

That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. These are investments focused on your employees. Workshops and training for both employees in general and for specific groups. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

CX Journey

MAY 10, 2017

We talk a lot about that when we describe customer experience design. Let's use that same mantra ("personalize the experience") to describe some approaches to use when we need to design the employee experience. Listen to employees. Leadership is motivating. Tell the stories in your data. That motivates them.

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

Leadership 90

Leadership How To Culture Employee Engagement 90

One Millimeter Mindset

MAY 13, 2021

Brain cross training is a potent strategy for becoming more professionally visible, cross-functionally relevant, and strategically valuable. My brain cross training started at an early age. The object of each meeting was brain cross training, although I didn’t realize it at the time. Sound daunting? It’s easier than you think.

Training 84

Training Meeting Leadership Exercises 84

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. Employees at all levels live the promise and deliver on it. In order for employees to deliver on it, they must know it, i.e., it must be clearly communicated to them and reiterated often.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Retently

OCTOBER 28, 2024

Key Takeaways Stay interviews allow companies to address employee concerns early, reducing dissatisfaction and turnover. They give managers the opportunity to engage directly with employees and resolve issues before they escalate. Replacing employees, particularly in leadership roles, can cost up to 200% of their salary.

Net Promoter Score 78

Net Promoter Score Effort Score Leadership Feedback 78

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Now is the time to embrace Experience Leadership as your primary focus. Experience Leadership is straightforward sensibility.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Worse, this imbalance is directly impacting the one thing every company should care about: customer experience (CX).

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

ShepHyken

MARCH 24, 2025

BONUS Top Reads to Boost Your Contact Centre Leadership Skills by Stephanie Lennox (Call Centre Helper) As a contact centre leader, youre always managing a fast-paced environment while also ensuring your team delivers exceptional service. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Healthcare Loyalty Video 73

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

ijgolding

JANUARY 28, 2018

Whilst it is common to find businesses implementing frameworks to manage the customer experience, we do not often see the same principle being applied for the employee experience. Many are unaware that infused in their brand DNA are 14 leadership principles. The six steps are as follows: Step 1 – Attract.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

TechSee

JANUARY 25, 2023

[link] Curtis Woods, Director of Technical Services Curtis is the Director of Technical Services for Fresenius Medical Care North America , responsible for a nationwide field service organization, the technical training program, and a 24 / 7 technical support call center. Prior to joining KONE, Jon was a manager for Accenture.

Management 41

Management Automotive Leadership Effort Score 41

CX Journey

JUNE 17, 2019

I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Employees have to come first.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Customer Bliss

OCTOBER 4, 2018

She introduced herself in these meetings and shared how she wanted to work together with the leadership teams. The 60-day plan focused on improving employee experience and behavior. Karen created a training initiative to improve the behaviors of all individuals who effected the customer experience.

Airlines 176

Airlines Industry Strategy Customer Experience 176