Jim Rembach
Influential leadership is well-rounded and transformational. How do you become a more effective positive influence leader? Many people talk about culture, employee engagement, and how … Read more
Everything a leader does almost always trickles down to affect the rest of the team or company. While excellent customer experience is about teamwork, it … Read more
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to perform better and be incredibly successful at what they do. From that experience, Sean was able to learn to think on what his role is as a leader and what he brings to the table when he can’t tell anybody to do anything of substance.
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to perform better and be incredibly successful at what they do. From that experience, Sean was able to learn to think on what his role is as a leader and what he brings to the table when he can’t tell anybody to do anything of substance.
Being a collaborative leader does not begin with your customers. It begins with the team you work with. In customer experience, working with customers means … Read more
Becoming a Customer Experience Legend – CX Quick Tips on CX Global Media TV with Jeanne Bliss Of course, we have all heard about the … Read more
To become a customer experience legend, you need leadership bravery. To be a customer experience expert, you have to choose and be deliberate about what … Read more
We are currently living in volatile times, and only businesses with a strong foundation will survive the pandemic and the changes that have come with … Read more
Stephen Johnson once said, “The future is where most people are having fun.” How can you, as a leader, enhance customer experience with play? Companies … Read more
Social Customer Care Lessons for 2021 and Beyond – CX Quick Tips on CX Global Media TV with Russel Lolacher How is social customer care … Read more