Establish, Scale, And Evolve Your Customer Experience Culture Work Practice
Here is some great research from Forrester. I am a big fan of theirs. Paying attention to the culture is …
Tag Archives: Culture
Where is your organization chart taking you?
You have to love this funny chart but also Seth Godin’s great questions in his blog. Is it because it …
Are you inspired by technology or overwhelmed?
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable change.
Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable …
How do we start creating a culture of accountability around all initiatives?
The most important issue for any planning and execution system for the digital executive is accountability. Without accountability, not much …
The Body, Mind, and Soul of Digitally Evolved Organizations
Corporate culture can help or culture can hold things back. At the end of the day, culture rules and culture …
Most customer systems are designed to focus on the needs of the company and not the customer
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
How do we drive cultural changes to reflect a customer-centric agenda?
Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. There is agreement …
Why is our culture, processes and customer experience competencies important?
Customer experience is not just a single thing that is turned on and then you are done. It is easy …
The need for speed! — How can we accelerate innovation and change?
We all feel how fast things are moving. There is stuff happening we don’t see coming but then …. boom; …
Digital business and the CEO: on leadership and who is in charge
We all know leadership is crucial. When it comes to helping your business on the journey to becoming digital, leadership, …
“75% of senior executives believe their organization has a culture of innovation, but only 37% of employees feel the same.” ~Brian Solis
Is there is a disconnect in what members of the C-Suite believe and what employees believe? Is it a question …
Where is the focus? Is it on customer engagement? Is it on technology?
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
What does Training For a Customer-Centric Organization look like? (Infographic)
How does the CX Institute fill a customer experience transformation gap? What does customer-centric training look like? How important is training …
What does a digital business and its evolution look like for you?
Thinking and planning through the evolution of your digital business requires some holistic and strategic thinking. It is a core …
Some honest questions about culture change and the customer experience
It is my observation that most corporate cultures aren’t intentional but seem to evolve over time. Maybe we inherited it. …
Am I more powerful than I think?
And so … Seth’s wisdom is always helpful. “You are more powerful than you think It’s bigger than you Leaders …
Corporate Culture Dictates the Success or Failure of Digital Transformation
We know it is all about the culture. Am I willing to tackle the issue? Am I will to put …
What is really important around here?
Senior management gets behind lots of things. There are plenty of culture change initiatives. Some of them are real. A …
Cvent reports that on average, customer retention rates are 18% higher when employees are highly engaged.
Highly engaged employees lead to loyal customers. Study after study reveal this simple fact. So … Cvent reports that on …
“Cultural change takes six months per layer in your organization.” ~Mike Capone
Think about how long it takes to change. As leaders, we think it won’t be so difficult. Is it any …
What is organizational culture?
Management guru Peter Drucker is credited with saying that “culture eats strategy for lunch.” It is hard to find any leader who doesn’t …
Can relationships be managed?
We have had “customer relationship initiatives” for a long time. Some have paid off. Many have not. Is it just …
Johnson & Johnson’s CIO Leverages A Proven Blueprint For Success In The First 100 Days
When you take on a new leadership role, there is a definite honeymoon period. As leaders we know it and …
Competing departments are holding back digital transformation
The CEO has to lead the way on this. The CEO has to build the culture. Silos always exist. There …
Transformation change is more about culture than strategy
We have a lot to do. Our plate is full. Who needs one more thing on the list? My guess …
Will the Rightful Customer Experience Owner Please Stand Up?
The customer experience is a journey involving many along the way. Does the sales department “own the relationship”? What about …
Why isn’t collaborating in the Cloud easier?
We want to collaborate. It just sounds good to say it. Why wouldn’t we? Of course we do. Everyone believes …
Define Donor relevance by how relevant the Donor experience is
The donor journey is evolving (albeit very, very fast). That shouldn’t surprise us but it is good news. We haven’t …
Is the lack of digital talent a comment on our leadership?
There has been a pervasive belief that IT (Technology) doesn’t matter. That IT is a commodity to be managed at …
Why is changing culture like baking a cake?
Culture is difficult to change. Changing it is painful. Nothing in the world is worth having or worth doing unless …
What are the questions to ask about digital transformation initiatives?
Transformation isn’t easy and many times it fails. There are a variety of reasons. It isn’t easy and it won’t …
What does a modern CRM system look like?
CRM systems have been around a long time. Companies have had more failures than successes but the systems keep getting …
How to move faster on proactive customer journey paths
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture
Sam Stern, from Forrester Research in his report, “How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture,” is a case study …
Is the digital space coming of age for marketers?
The digital space is coming of age. While there are many new and maturing digital marketing technologies, many have begun …
Donor Experience transformational leadership is needed and it is needed now
Leadership in the donor experience transformation world is purposeful in its approach to creating a long term sustainable change. Change …
Customer Experience Rooms: What Are They? Should Your Company Create One?
Looking to build a customer centric culture? With enough resources, it may worth looking at building a customer experience room.
Donor Experience Transformation won’t be easy. In fact, it will be hard!
So many times, transformation into a donor focused world is framed as a no brainer. We feel like idiots that …
Donor Experience transformational leadership is needed and it is needed now
Leadership in the donor experience transformation world is purposeful in its approach to creating a long term sustainable change. Change …
5 questions to consider for digital business transformation change
Change isn’t easy. Change, in fact, is hard. Here are some questions to think about. Do we have the right …
Some thoughts on speed
The pace of business continues to change and move faster and faster. That is clear and it requires that we …
Transformational leadership is needed and it is needed now
Leadership in the digital transformation world is purposeful in its approach to creating a long term sustainable change. Change efforts …
Accountability will drive results
The most important issue for any planning and execution system for the digital executive is accountability. Without accountability, not much …
The Digital Executive: Define relevance by how relevant the experience is
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
The Digital Executive: Doing something about the data, insight and customer experience gaps
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Do your customer systems and tools actually focus on your customers?
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
Is the experience for your customers simple and easy to use?
Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. What do telcos …
Can you really narrow an interview down to 3 questions?
The move to create a digital business that is obsessed with customers requires talent. We all need the best people …
Are you keeping score of employee contributions?
Engaged employees create a culture where customers are highly engaged. Study after study demonstrates it. Engaged employees, who work with …
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