A Framework for High Performance Leadership

It is critical that, as leaders, we have the time, intent, and skills to slow down to notice what’s happening around us. It is time for us to find different ways to gain insights into what could potentially emerge from the environment that we are active in and what it would mean for our teams and us.

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How Do You Truly Empower Customer Experience?

When a company gets it right and delivers value, customers know it. They reward the business with their loyalty and repeat purchases and will even advocate for that business. But what is different about the companies that get it right? What differentiates their approach from competitors? To explore this topic in more detail, I recently chatted with several senior leaders about what goes into building a successful customer strategy and some of the common gaps that get in the way.

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Customer Experience Leaders Can Learn From Baseball

In baseball, every player is essential to winning a game. Poor performance in any team role can reverse previous gains in a game. This is true in customer experience (CX), employee experience (EX), and partner experience (PX). Poor performance in any role within a company can reverse previous gains in your brand’s reputation, attractiveness, retention, profitability, and growth.

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The role of today’s Chief Customer Officer—what it takes to succeed now

So what does it take to succeed? Deloitte completed its Global CCO Study to answer that question. We structured our study around Deloitte’s Five Tenets of the Human Experience so we could understand not only how CCOs are thinking holistically about the customer experience, but also how they’re approaching the workforce and partner experience. CCOs who embrace the capabilities needed to Elevate the Human Experience were nearly twice as likely as their peers in their industries to have significantly higher net margin and revenue growth rates.
We discovered five insights core to the success of high performing CCOs and are reviewing each in our CCO article series.

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