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Archive | Leadership

Chief Value Creation Officer (CVCO)

Blog post by on August 25, 2014

I have been writing about Value Creation. I was asked to define the Chief Value Creation Officer by my readers. I found companies that have Chief Value Officers, trying to improve the Value of the company or …

“Bold Leaders Create Stress”

Blog post by on August 21, 2014

That headline was one of the last things Brad Hewitt, President and CEO of Thrivent Financial, said to me when we sat down together for a conversation. It came after a fast hour of “Brad-isms” as he …

Where is the CX Influencer Strength?

Blog post by on August 20, 2014

There are three variables that drive where the customer leadership role can successfully reside and to whom it should report: 1. Leader commitment2. Understanding of the mission3. Ability to work cross functionally The more evolved the organization …

Management Skills: Leader or Authority Figure

Blog post by on August 14, 2014

We so often hear the term leader being thrown around so casually as if anyone can be considered a leader. Many employees assume that those in charge of a project or a department or even the whole …

How Weak Leadership Impacts Customer Loyalty

Blog post by on August 14, 2014

Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences ranging from exceptional to downright disturbing. Check out …

5×4 tips in fewer than 140 characters each

Blog post by on August 14, 2014

Here are five sets of four tips each in Twitter length . Simply putting one or two into action could have a big impact on your sales and customer experience. Four ways to improve your personal productivity: …

How To Create Teamwork In The Workplace

Blog post by on August 12, 2014

Fostering teamwork is a top priority for leaders. That’s because it provides key organizational benefits. It boosts productivity, increases efficiency, and empowers employees. More important, it improves customer service and customer satisfaction. Being part of a team …