Beyond Philosophy

MARCH 8, 2024

They all thought everyone else wanted to go, so they reluctantly agreed. The good news is there are effective ways to manage it, with strong leadership and a robust communication process being crucial. Harvey coined “The Abilene Paradox” based on a family incident. This reminded me of a recent experience.

Construction 221

Construction Management 221

Beyond Philosophy

MARCH 14, 2024

They all agreed to go because they thought everyone else wanted to go. The good news is that there are many ways to manage it, the most essential of which is quality leadership and a sound communication process for voicing opinions. It can also result from toxic reasons, like bad leadership or poor communication.

Personalization 195

Personalization Management 195

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years. In this episode, we will delve into the concept of EQ, what it entails, and its impact on leadership and customer service strategies.

Management 195

Management Feedback Customer Service Customer Experience 195

TechSee

AUGUST 14, 2023

His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She hosts a popular podcast called The Human Duct Tape Show, listed #1 on Inc.’s

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CCNG

NOVEMBER 22, 2023

Supervisors, Managers, Directors, and all members of the departmental leadership team can implement strategies to foster an environment of inclusion and create Rock-Solid Employee Engagement. Leaders can host open Forums for employees to share their thoughts and help decide on actionable steps.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

BlueOcean

DECEMBER 15, 2022

Our article, How to Launch a Successful Outsourced Contact Center Implementation, won second place in their quest to spotlight the highest-value content from industry thought leaders. The post Blue Ocean Wins Contact Center Thought Leadership Award appeared first on Blue Ocean.

Contact Center 12

Contact Center outsourcing Customer Experience Customer Service 12

ShepHyken

APRIL 25, 2023

I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. First, it’s about an employee who took initiative and thought beyond the role he was hired to do, which was to be a janitor.

Sales 254

Sales Customer Service Marketing Personalization 254

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events.

B2B 352

B2B Consulting Consulting Marketing 352

ShepHyken

FEBRUARY 15, 2022

Experience Leadership. Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.?They They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. New York Times ?bestselling This episode of?

Feedback 190

Feedback Education Surveys Personalization 190

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Leadership is essential when you have a customer strategy that puts the customer at the center of everything you do. I did a 360-degree training event years ago that taught me a critical lesson: the way I thought I was coming across was NOT coming across. Build loyalty.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

ShepHyken

DECEMBER 11, 2023

Quotes: “It all starts with leadership. ” About: Steven Van Belleghem is a customer experience thought leader and keynote speaker. Plus, Shep and Steven discuss why some companies remain “diamonds in the rough” and never successfully cultivate a customer-centric culture.

Customer centricity 207

Customer centricity Morale Feedback Customer Experience 207

ShepHyken

APRIL 14, 2024

17 Tips For Building Brand Loyalty With Thought Leadership Content by Forbes Expert Panel® (Forbes) For many companies, to achieve brand loyalty among their customers is the ultimate goal. Yes, the margin is lower, but the frequency of purchases could be higher.

Customer Service 179

Customer Service B2C B2B Customer Experience 179

CCNG

OCTOBER 6, 2020

Yep, I’m guilty of all these virtual leadership sins! If you are using a global meeting calculator app to identify the ideal time to meet, or you are identifying ways to maintain focus and engagement, you are proactively adapting to virtual leadership. I’ll admit that my initial thought was: “This will be a lot more work for me.”

CCNG 195

CCNG outsourcing Surveys Coaching 195

Outsource Consultants

MARCH 27, 2024

As they gain experience, it’s natural for them to pursue leadership roles and, increasingly, ownership positions. This diversity of thought strengthens decision-making and problem-solving within the call center. Studies even show that companies with strong female leadership have higher employee engagement and retention.

Call Center 67

Call Center Government outsourcing call center workforce 67

ShepHyken

MARCH 18, 2022

It means that the problem starts at the top, with your leadership team. in your organization – or any organization – start with the leadership team. . When I heard that, I thought, “Darn, I wish I’d have thought of that one!” Have you heard the saying, “A fish rots from the head down?” Guess what? He is so right! .

Customer centricity 161

Customer centricity Coaching Consulting Consulting 161

Salmat

OCTOBER 9, 2018

If you’ve ever managed a multi-site organisation you’ll know first-hand the frustrations and challenges of having decentralised staff.

outsourcing 40

outsourcing Management 40

Salmat

OCTOBER 9, 2018

If you’ve ever managed a multi-site organisation you’ll know first-hand the frustrations and challenges of having decentralised staff.

outsourcing 40

outsourcing Management 40

ShepHyken

DECEMBER 22, 2021

Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. One other thought on sharing praise. We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. It’s a motivator.

Feedback 325

Feedback Customer Service 325

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

Management 195

Management Personalization Call Center Customer Experience 195

ShepHyken

MARCH 31, 2021

Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This is especially important for the leadership and management of a company, as they are often far removed from the day-to-day customer interactions. . It’s been years since I’ve written about Get to Know Your Customer Day.

Feedback 376

Feedback Surveys Customer Service Sales 376

ShepHyken

APRIL 1, 2020

I thought it was a strange question since it was obvious, but I said, “I filled that woman’s car with gas.”. Quite often, if a company is considered a customer service laggard, it is because of its leadership and management. In addition, leadership must empower good employees to take care of the customer the best way they see fit.

Customer Service 292

Customer Service Coaching Self service Management 292

24-7 InTouch

FEBRUARY 13, 2024

Most significantly, Beliveo will signal IntouchCX’s entry into Mexico with a state-of-the-art facility located in Guadalajara, strong executive leadership, and continued partnerships with media and technology clients. IntouchCX continues to expand its global presence with over 25,000 employees across 12 countries.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

CX Accelerator

MAY 25, 2022

She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo. She was the 2019/2020 recipient of the CloudCherry CX Influencer Award and is an ICMI Top 25 Thought Leader. Back to CX Accelerator Blog

Customer Support 316

Customer Support Wait times Self service Best practices 316

Beyond Philosophy

SEPTEMBER 10, 2020

Moreover, resolving your conflict by changing either your thoughts or actions is a bit dull to study. The cult’s leader, Mrs. Keech, thought she was receiving messages from aliens. Therefore, resolving Cognitive Dissonance is imperative for those in leadership roles at an organization.

Consulting 457

Consulting Consulting Advertising Accountability 457

Call Center Weekly

MAY 2, 2019

By Kathryn Frankson Ok, ok so we still need leadership. Even typing that feels a bit underwhelming because management conjures up thoughts of scheduling, status reports and approving PTO; however, when done right management is truly the catalyst for achieving business outcomes. more important than ever.

B2B 227

B2B Sales Marketing Management 227

ShepHyken

AUGUST 22, 2017

How would you like to know how to build your own personal brand to become a thought leader in your industry? First Up: Shep Hyken’s opening comments focus on how thought leadership applies to everyone. He explains how managers and individuals can be thought of as an expert in their company and industry.

Personalization 179

Personalization Customer Service Management 179

Peter Lavers

FEBRUARY 2, 2021

This is just the latest recognition of Peter’s influence and thought leadership in the fields of customer experience and customer management. We’re happy to report that Peter Lavers has been voted by the readers of the UK’s Customer Experience (CX) Magazine as one of the top 50 CX Professionals.

Customer Experience 130

Customer Experience Management Customer centricity CRM 130

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Usually, the leadership thinks they are much better than they are. RETHINK Retail) A RETHINK Retail special report featuring insights from thought leaders and retail executives.

Customer Service 231

Customer Service Customer retention Personalization Surveys 231

ShepHyken

NOVEMBER 9, 2023

Leadership Skills We’ve put this in the first place because it is certainly the most vital skill any manager should have, regardless of their industry. Leadership might sound elusive, so we’ll break down what we mean.

Customer Service 137

Customer Service Management Feedback Chatbots 137

Steve DiGioia

FEBRUARY 7, 2022

Standards must align with your mission, business objectives, and organizational leadership, and be implemented consistently across your enterprise. Your thoughts…. Employees need to buy into the value of adhering to standards, so everyone is pulling in the same direction and reinforcing your brand.”

Enterprise 345

Enterprise Management Accountability Customer Service 345

ShepHyken

AUGUST 17, 2020

Forbes) In its report, “Digital, Resilient, and Experience-Driven,” the global economic consultancy and thought leadership firm found that 53% of top performers – companies with the strongest revenue growth and profit-margin change – consider the quality of their customer experience as their top strategic priority for the next three years.

Customer Service 231

Customer Service B2B Consulting Consulting 231

Jon Arnold

JUNE 16, 2023

Under Alan Masarek’s leadership, things are looking promising, so I’m quite keen to attend and see where things are going from here. With a solid balance sheet and renewed market focus, there’s a lot of opportunity to capitalize on, and over the next few days, I’ll share my thoughts on how well they’re executing.

Marketing 83

Marketing Contact Center 83

ShepHyken

JANUARY 30, 2023

He leads the end-to-end development and production of in-person conferences, virtual events, and thought leadership content for customer service & experience professionals across North America. .” About: Josh Wheeler is the Strategic Director for Reuters Events Customer Service & Experience portfolio.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

Steve DiGioia

JUNE 3, 2021

He thought that, just because the boss was copied on the email, it would make the email recipient respond quicker and act on the request right away. This is not leadership; it’s a lack of leadership – and micromanaging too.

130

130

Steve DiGioia

SEPTEMBER 28, 2015

Leadership. We all wish that others thought of us as a leader. Is that all that’s needed to get the promotion, the raise, or the real leadership position? What makes a leader? Is it making great speeches or bossing others around? Of course not. This original article was written by Steve DiGioia. Probably not.

Personalization 244

Personalization 244

Steve DiGioia

AUGUST 16, 2021

They don’t believe in your leadership. I thought you were a leader. They’re losing faith in you. Is this happening because you’re forgetful? Or preoccupied? Or is it that you’d rather not share information with others? What are you afraid of? Are you afraid they’ll find out you’re a pretender?

Construction 245

Construction Personalization Management Customer Service 245

CSM Magazine

FEBRUARY 12, 2024

Ask yourself what you wish to achieve: Is it brand awareness, lead generation, or establishing thought leadership? Thoughtful Branding and Marketing Effective branding and marketing before, during, and after the event are essential for creating a lasting impact.

Entertainment 95

Entertainment Benchmark Transportation Advertising 95