Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

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CX Customer Experience Contact Center Retail 74

Kate Nasser

JUNE 7, 2020

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration.

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CX Customer Experience Sales Customer Service 95

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

CX 72

CX Customer Experience Contact Center Retail 72

Customer Think

MARCH 15, 2023

A Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value. Playbooks are pivotal to the success of all team sports: football and soccer, baseball and cricket, basketball and volleyball, hockey and lacrosse, rugby and rowing, NASCAR pit crews, and so on.

Sports 105

Sports Gaming Customer Experience 105

PeopleMetrics

SEPTEMBER 17, 2015

Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. In customer experience strategy, we can get mired in the practical elements of our business: Who will take responsibility?

Customer Experience 120

Customer Experience Construction Start-ups Voice of the Employee 120

Customer Think

SEPTEMBER 24, 2021

If you want to make sure that your senior leadership is more into customers and understands the importance of investment in that aspect, take them on a customer safari.

Customer Experience 138

Customer Experience 138

Kate Nasser

JANUARY 13, 2019

As we explore customer experience leadership, it’s amazing how much we learn from asking the simple question, What do customers wish we would do? The answers to this question ensure that our customer experience leadership focuses on what truly matters to customers. Image by Michael W.

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Customer Experience CX Contact Center Retail 52

Customer Think

APRIL 7, 2023

The Egregious State of Customer Experience It’s no surprise that customer experience is nearing a 17-year low, recently validated by the latest American Customer Satisfaction Index (ACSI, September, 2022).

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Customer Experience Customer Satisfaction 75

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability.

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Customer Experience B2B Sales Innovation 61

Customer Bliss

DECEMBER 21, 2017

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. The dedication my grandparents had to my family showed me what good leadership looked like. Click To Tweet. Guess what?

Customer Experience 66

Customer Experience CX Transformation Start-ups CX 66

Customer Think

DECEMBER 9, 2021

The new experience leadership resources are designed for boards and executives, and teams in marketing, customer success, customer experience, and employee experience.

Customer Experience 40

Customer Experience 40

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. Click To Tweet.

Customer Experience 56

Customer Experience Customer Acquisition Finance Customer Retention 56

Win the Customer

JANUARY 6, 2016

Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership to create a culture of customer focus. 3 Elements of Framing Customer Experience to Win Executive Buy-In.

Customer Experience 72

Customer Experience CX Customer Experience Management Customer Service 72

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

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Customer Service Retail CX Start-ups 56

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Ultimately, your employees will exceed customer expectations.

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Social Media Customer Loyalty Customer Expectations Customer Service 158

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. About Tabitha.

Customer Experience 64

Customer Experience Net Promoter Score B2B Invoicing 64

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Today, I want to tell you my real-life customer experience story. You may think Gen N is the Now Generation who wants an experience that is quick, easy, and NOW.

Hospitality 97

Hospitality Hospitality Social Media CX 97

Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience. .”

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Customer Experience Business Administration B2C Manufacturing 51

Futurelab

NOVEMBER 9, 2021

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made.

Customer Experience 246

Customer Experience 246

Customer Bliss

JUNE 27, 2017

Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. Recently appointed into a brand new role for the business as ‘Head of Customer Experience at Marks & Spencer’, Alice has 15 years’ experience of retailing. Episode Overview. About Alice.

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Retail Customer Experience Government Start-ups 0

Execs In The Know

MARCH 31, 2024

During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership.

Voice of the Customer 104

Voice of the Customer VOC Age of the Customer Innovation 104

Execs In The Know

FEBRUARY 12, 2024

In the latest episode of The CX Leadership Exchange , we had the privilege of sitting down with Alvin Stokes, a seasoned leader who has navigated the evolving landscape of customer experience (CX) with grace and authenticity. and enhanced customer understanding techniques to examine your customers’ journey with your brand.

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CX Innovation Customer Experience Customer Service 52

Futurelab

OCTOBER 17, 2021

Back then I wrote: Tags: Annette Franz (Gleneicki) alignment customer experience culture leadership Facebook Like. A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Linkedin Share Button. Tweet Widget.

Customer Experience 246

Customer Experience 246

Adrian Swinscoe

JANUARY 6, 2023

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong […]. The post Leadership lessons from the winner of the 2022 CX Leader of the Year – Interview with Maneesha Bhusal of JD.ID

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CX Customer Experience 190

Adrian Swinscoe

OCTOBER 21, 2022

This is a guest post by Lara Khouri, founder of there is no spoon, a boutique people experience and change leadership consultancy. The post Why skills training your customer service team doesn’t work first appeared on Adrian Swinscoe. It is the first […].

Customer Service 190

Customer Service 190

Futurelab

FEBRUARY 22, 2021

Tags: Annette Franz (Gleneicki) customer experience culture employee experience customer-centric culture leadership Facebook Like.

Customer Experience 246

Customer Experience 246

Execs In The Know

JANUARY 15, 2024

In our latest episode of The CX Leadership Exchange , Tatyana Ngai from AT&T shares her remarkable 25-year journey within customer experience (CX) and telecommunications. The experience taught her the power of a common cause and the urgency of time in fostering collaboration.

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CX Customer Experience Contact Center 52

Doing CX Right

MAY 12, 2023

Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.

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CX Customer Experience 98

Execs In The Know

JANUARY 29, 2024

In this episode of The CX Leadership Exchange , we had the privilege of diving into the mind and career of Scott Horace, the Senior Vice President, Global Contact Center Management at Mastercard. Key Takeaways Authenticity in leadership is non-negotiable. A customer-obsessed approach is the cornerstone of CX success.

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CX B2C Contact Center Touchpoint 52

Doing CX Right

NOVEMBER 20, 2023

Gregorio Uglioni and Stacy Sherman, customer experience leaders, reveal tactics to get leadership buy-in, break silos, prove ROI & drive human connections through meaningful customer experience initiatives. The post Proving the ROI of Customer Experience Initiatives appeared first on Doing CX Right.

Customer Experience 111

Customer Experience CX 111

Execs In The Know

NOVEMBER 20, 2023

Are you seeking inspiration and empowerment in your role as a customer experience (CX) leader? You can look no further than Episode 1 of The CX Leadership Exchange featuring Microsoft’s Peter Mallot. The CX Leadership Exchange offers an immersive experience aimed at redefining leadership trajectories.

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CX Innovation Customer Experience Customer Service 52

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C B2B Customer Experience CX 44

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 44

B2C Customer Experience B2B CX 44

Intercom, Inc.

APRIL 14, 2022

I am delighted to share that our senior leadership team here at Intercom continues to grow. David and I both believe that great cultures and employee experiences result in exceptional customer experiences. He’s also served in leadership roles at Mulesoft, Salesforce, Accenture, and Booz Allen.

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Real Estate B2B Customer Experience 129

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Well, you CAN!

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Customer Experience CX Sales 118

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

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CX Transformation Customer Experience Data Mining NPS 0

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Some include: Customer satisfaction. Customer retention.

Customer Experience 0

Customer Experience Innovation B2B Customer Retention 0