ECXO

JULY 29, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Regular feedback loops enable regional insights to be communicated back to central leadership, allowing for strategy refinement globally and regionally.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. 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. What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

eglobalis

AUGUST 28, 2024

Hard determinists argue that because our choices are determined by factors beyond our control, we cannot be said to exercise free will. These smaller choices cumulatively shape our lives and reflect our exercise of free will just as much as the larger decisions. Leadership plays a critical role in this transformation.

Customer Experience 324

Customer Experience Exercises Customer Service Representative Culture 324

Kristina Evey

JULY 9, 2014

Meaning, if there are internal issues and leadership stands and supports the ideal culture, they will make the difficult decision of “freeing up the future” of those who do not embrace the ideals and are slowly but surely destroying morale. So, how do you define your culture? Leave nothing to chance.

Culture 225

Culture Customer Centricity Loyalty Leadership 225

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. Communicate that pride often!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! It requires courage and real leadership. Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Exercises 246

Exercises Customer Centricity NPS Culture 246

Integrity Solutions

SEPTEMBER 22, 2022

Ultimately, this is the kind of leadership that transforms sales teams and elevates business results. The question is, how well do your sales leadership skills measure up where it really counts? .” Developing Stellar Sales Leadership Skills. What values and ethics do we live by? The latter drawing is the culture you want.

Leadership 23

Leadership Sales Culture Exercises 23

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

ijgolding

JUNE 22, 2015

I strongly believe that it is vital for consumers to exercise the right to voice their honest opinions online. The post Lessons in authentic leadership from ao.com: It’s not First Time Resolution – it’s Personal Resolution! It was all made possible due to the power of social media. Empathy leads to advocacy.

Leadership 120

Leadership Social Media Exercises Loyalty 120

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. 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

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . In this conversation, Rob also addresses the importance of leadership believing that earning the loyalty of customers and employees is central to the strategy of the business.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX Success Strategy Statement extends your organizational and leadership goals to define specific outcomes for your CX program. The C-Suite heard her desire to understand customers better, but they couldnt see HOW that exercise would benefit the company, exactly. Critique my existing customer personas based on the data Ive shared.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. Like exercise or learning something new, role-playing consistently will make an impact. Include role-play exercises in regular training cadences. So what is empathy?

Exercises 214

Exercises Culture Employee Engagement Customers 214

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

CX Accelerator

APRIL 11, 2018

You can use this easy exercise to help your team talk about what they must stop doing, to free up more time to work their MIT (Most Important Thing) behaviors. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

ECXO

AUGUST 9, 2023

Leadership across the business needs to share (or create) a clear client-centric vision and aspiration, linked to value. Senior executives need to then use their leadership to role model and demonstrate a commitment to the renewed client focus, and bring their PS / consulting team with them. It’s best to get it right the first time.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

CloudCherry

MARCH 28, 2019

But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Thought leadership is nice, but action is better. There’s a lot of noise out there about what CX teams should be doing. Did you know – every time a buzzword is used, an influencer gets their wings? Journey-based insights.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

ChurnZero

NOVEMBER 22, 2024

Outcomes Club is an exercise that CS leaders can do with their CSMs to get them in the right mindset to own and mitigate churn. Once you have these dialed in, you’re ready to do the exercise! Leadership continues to be impressed with the level of thought and strategy coming out of Outcomes Club sessions.

Exercises 52

Exercises How To Culture Leadership 52

Experience Investigators by 360Connext

JUNE 8, 2021

This exercise is a great way to predict what you need to change to be there for the changing customer journey. Keeping your finger on the pulse of change means looking ahead, and it means getting the support and leadership buy-in you need to act on it. Future State Customer Journey Mapping. Who is the customer in one year or five?

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. The non-profit leadership quickly created an outreach program to these highly-engaged donors, leading to more contributions and engagement. Product roadmaps. Customer feedback dashboards.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

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

CSM Magazine

MAY 7, 2024

Physical Team Building Exercises Field Day : A classic out-of-door exertion, Field Day, engages crews in competitive games like relay races and haul- of- war. We’ve got the scoop on some of the most engaging team building exercises that’ll have your crew collaborating like best buddies and boosting morale sky-high.

Exercises 52

Exercises Engagement Culture Groups 52

ECXO

AUGUST 14, 2024

The Real-World Consequences The impact of stress on decision-making is not just theoretical; it has real-world implications across various domains: – Business and Leadership: Leaders and managers under stress may make hasty decisions without thoroughly considering the consequences.

Exceptional Customer Service 240

Exceptional Customer Service Exercises Training Financial 240

ShepHyken

OCTOBER 21, 2020

Assemble your team, which includes leadership and several other members from various departments that include front line and behind-the-scenes responsibilities. Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. The key is having a diverse group of thinkers.

Exercises 157

Exercises B2C B2B Customer Service Training 157

Kristina Evey

MARCH 8, 2018

The ultimate goal is to have as little gap as possible between all three components – Leadership, Staff, and Customer perception. Meet as a leadership team and discuss the CEX your company delivers at a high level. Going through this exercise takes some planning and time, but the insight gained will be worth every bit of effort.

Customer Experience 149

Customer Experience Leadership Exercises Groups 149

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. How can you create a customer-first culture? I get asked this question quite a bit. I wish there were a simple recipe: Oh! Bake at 400 for an hour, or a little less at high altitudes. Unfortunately, it’s not that easy.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Storyminers

NOVEMBER 30, 2016

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. Imagining your organization as an adaptive enterprise is a valuable exercise. You must become adaptive. It’s a matter of survival. The same business design provides both benefits.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. on most days I will either get some aerobic exercise via Peloton or some weight training in the gym. Uniphore: How do you start your day? At around 6 a.m.

Meeting 246

Meeting Culture Exercises Connections 246

ECXO

JUNE 20, 2023

None of the above is a one-off exercise. European and APAC consumers are adding their voice to the global call for leadership on purpose and solutions to the environmental and social challenges we all face. There have been lots of cases of ‘purpose washing’ or ‘green washing’ in the headlines.

B2B 367

B2B Brands Innovation Government 367

Alida

NOVEMBER 1, 2018

Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. Star filtering and editing of comments allows you to rapidly find and select what’s relevant to you for your reporting exercise. Not very compelling.

Feedback 147

Feedback Exercises Analysis Effort Score 147

CX Accelerator

APRIL 11, 2018

You can use this easy exercise to help your team talk about what they must stop doing, to free up more time to work their MIT (Most Important Thing) behaviors. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them. Karin was named on Inc.'s

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

DCX

DECEMBER 24, 2024

Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Sundays are for Catching up and Learning DCX Links: Six must-read picks to fuel your leadership journey. Course Details FREE For the Holidays!

Course 52

Course Social Media Roadmap Leadership 52

CX Journey

JUNE 6, 2018

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. There are a lot of different channels and ways for customers to tell you about their needs and desired outcomes and how well you are performing against their expectations. Characterize. Research your customers.

Exercises 150

Exercises Customer Experience Design Culture Leadership 150

C3Centricity

OCTOBER 22, 2018

As you probably know, actually becoming your customer and seeing the market from their perspective, is one of the exercises I suggest to better understand them. You will more than likely end up leaving one way or the other, so why waste your time with a boss who lacks this essential leadership skill? How often do you do it?

Healthcare 285

Healthcare Consumers Customer Service Company 285

DCX

DECEMBER 31, 2024

The world of customer experience and leadership is evolving fast, and you need to stay ahead. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” To get leadership on board, you need to connect the dots between your work and the company’s bottom line.

ROI 52

ROI Self Service Leadership Metrics 52

DCX

JANUARY 7, 2025

Is Leadership All-In? Here’s a red flag: when was the last time someone on your leadership team actually talked to a customer? What Successful CX Leaders Do on Sundays DCX Links: Six must-read picks to fuel your leadership journey delivered every Sunday morning. You need your CEO and senior leaders to care.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Vonage

APRIL 13, 2016

Utilizing a journey framework to look comprehensively across what the company delivers, enables leadership to make choices on how you will deliver to your customers. Press your leadership team to agree on how you want to use the journey map to drive change operationally and culturally. accurate information.

Customer Journeys 120

Customer Journeys Customer Experience How To Exercises 120