TCX Consult’s Post

🌟 **Leadership in Action: The Power of Customer Reviews** 🌟 As leaders, one of our most powerful tools is the ability to inspire and empower our teams while delivering exceptional service to our customers. It's amazing how a simple customer review can reflect not only the strength of your product or service but also the strength of your leadership. When customers take the time to leave positive feedback, it is a direct testament to the hard work, dedication, and collaboration of your team. Every glowing review is a reflection of the trust you've built within your team and the commitment to delivering an outstanding experience. Here’s why great customer reviews speak volumes about leadership: 1. **Building a Strong Team Culture**: A great review is often a result of a team that feels motivated, valued, and aligned with the company’s vision. As leaders, fostering an environment where people feel inspired and appreciated is the foundation of success. 2. **Customer-Centric Leadership**: Positive feedback shows that as leaders, we understand the importance of not just meeting but exceeding customer expectations. It’s about creating meaningful connections and showing your team how their efforts make a difference. 3. **Continuous Improvement**: A great review is not the end; it’s an opportunity to ask, “What’s next?” Leadership is about continuous growth. Encouraging your team to reflect on customer feedback helps elevate performance and drives innovation. 💬 To all leaders out there: your impact is seen in the smiles of your customers and the pride in your team’s work. Keep leading with purpose, and the results will speak for themselves. BBB Reviews = 37 - 5🌟, 3 - 4🌟, 1 - 2🌟 Google Reviews = Between 100 - 125 5🌟 ... and still counting!!! #Leadership #CustomerSuccess #Teamwork #CustomerFeedback #LeadershipInAction

Revisiting Servant Leadership: How Focusing on Serving Your Team and Customers Can Lead to Greater Influence and Impact Servant leadership, which emphasizes prioritizing the needs of others, is an effective approach in various organizational settings. Here are three scientific references supporting the benefits of servant leadership, particularly in building trust and loyalty, creating customer champions, and amplifying overall impact: 1. Building Trust and Loyalty: Servant leadership significantly enhances trust and loyalty among team members. By focusing on the well-being and development of employees, servant leaders foster a supportive and empowering environment, which results in higher job satisfaction and organizational commitment. A systematic review highlights that trust is a critical mediator in the relationship between servant leadership and positive organizational outcomes, reinforcing the idea that when leaders prioritize serving their team, trust and loyalty are strengthened (Keradjaan et al., 2020; Du Plessis et al., 2015). 2. Creating Customer Champions: Servant leadership extends beyond the internal team to impact customer relationships. By cultivating a customer-centric culture, leaders and team members are dedicated to meeting customer needs, organizations can achieve higher customer satisfaction and loyalty. Studies have shown that servant leadership leads to enhanced customer service and the creation of customer champions who advocate for the brand, further promoting customer retention and brand loyalty (Yang et al., 2019; Espy, 2006). 3. Amplifying Impact: Servant leadership improves individual and team performance. By empowering team members and fostering a culture of continuous growth and development, servant leaders create empowered employees who take on greater responsibilities and drive organizational success. This amplification effect allows leaders to focus on strategic initiatives while their teams execute with excellence, leading to greater collective achievements (Hawkins, 2015; Wu et al., 2013). In conclusion, adopting a servant leadership approach can lead to significant positive outcomes for both the organization and its stakeholders. By building trust and loyalty, creating customer champions, and amplifying overall impact, servant leaders can achieve greater influence and effectiveness. #Leadership #ServantLeadership #Empowerment #Trust #CustomerChampions #Impact

LEADERSHIP IS THE CAPACITY TO TRANSLATE CUSTOMER-CENTRIC ORGANIZATION INTO REALITY. Recently, I received a call from one of my linked contacts. This caller shared his painful experience about his organization's challenges and the fact that he was not able to achieve his KPIs. He also shared a number of customer complaints from a variety of sources.  After carefully observing his pain points, concluded. 🤝 Strategy does not align with organizational core values. 🤝 Employees are unfamiliar with organization core values. 🤝 People are unaware of positive and negative comments from customers. 🤝 Customer pain points root cause analysis and action plan not available. 🤝 Actions, innovations, and new ideas were partially cascaded to middle management and ground level workers. 🤝 There is a lack of internal and external training and motivation. 🤝 The ground level staff did not receive basic training related to the customer experience. 🤝 A whole organization is not connected to the "6 KEY DOTS" - MINDSET - EMOTIONAL INTELLIGENCE - LEADERSHIP - STRATEGY - COMMUNICATION - FINANCE MANAGEMENT Because leadership is the capacity to translate customer centric organization culture into reality. It is certain that anyone who reads this post will be able to relate to it. The feedback may not be able to be shared openly in the forum. The situation is understood. Appreciate your self-realization. Leadership is not a designation. Leaders should act as role models within their organization in order to inspire future leaders in the organization. HAPPY CX! #customerexperience #customerservice #customercare #leadership #icare #wecare

Lead, Follow, AND Get Out of the Way: Elevating Customer Success Leadership When I was in the military, I often heard the phrase, "Lead, follow, or get out of my way." This was meant to motivate us to be productive parts of the mission solution or step aside and let those who are effective take charge. As a leader in Customer Experience, I still see value in that phrase, but I have a different perspective on the last part regarding getting out of the way. I no longer use it as instruction to prevent distraction but as an actual tactic to develop other leaders. Let me explain all 3 points: "Lead": Leadership in business and customer success means setting a vision and inspiring our teams to achieve it. It's about being at the forefront of innovation, setting best practices, and driving strategic initiatives that align with customer outcomes. By leading with purpose and clarity, we empower our teams to deliver exceptional results. "Follow": True leaders know when to follow. This involves listening to our teams, learning from their frontline experiences, and incorporating their insights into our strategies. It’s about fostering a culture of collaboration where every team member feels valued and heard. Following also means staying attuned to industry trends and adapting our approaches to stay ahead. "Get Out of the Way" (By Choice): Empowering our teams to take ownership is critical. Sometimes, the best leadership is stepping back and allowing our teams the space to innovate and solve problems creatively. By trusting our teams and providing them with the necessary resources, we cultivate an environment where they can thrive and drive customer success independently. Lately, I have been amazed by the ingenuity of my team and coworkers in solving problems because we stayed out of their way. Macromanagement is a powerful style that can bring out unexpected creativity in problem solving. My Lean folks will appreciate letting those who own the "Gemba" take the lead. #CustomerSuccess #Leadership #TeamEmpowerment #Innovation #Collaboration #LeadFollowANDGetOutOfTheWay

CX Leadership isn’t what it used to be. The old way of managing teams? Outdated. Teams need more than oversight; they need inspired leadership. In high-performing CX teams, leadership is about guidance, not micromanagement. Team empowerment = better results. Supportive work culture? A performance booster. When your team knows they can rely on each other (and you), productivity climbs. Why stop there? Effective leaders offer consistent feedback, not just instructions. Don’t wait for performance reviews. Continuous feedback fuels growth and trust. When leadership & culture align: ➡️ Increased engagement ➡️ Faster problem-solving ➡️ Higher retention ➡️ Better customer outcomes ➡️ More innovation ➡️ Reduced stress ➡️ Improved work-life balance The best part? A supportive culture makes work enjoyable—and that means better CX!

As leaders, one of our greatest responsibilities is keeping the customer journey at the heart of everything we do. It’s easy to get caught up in the daily grind, but at the end of the day, all of our efforts should be focused on one thing: making life better and easier for our customers. A customer-first mindset isn’t just a nice-to-have; it’s what separates thriving businesses from the rest. It’s a mindset that has to start at the leadership level and permeate throughout the entire organization. One simple yet powerful way to nurture this culture is by consistently sharing customer feedback with your team. Celebrate the small wins that enhance the customer experience, and give recognition to those who go above and beyond. When your team sees that you genuinely value the customer journey, they’ll embrace it too. But it’s not just about recognition. It’s about equipping your team with the right tools—like platforms that provide real-time customer insights. When your team feels empowered to make a difference, they will. Over the years, I’ve seen firsthand how these small, intentional shifts build cultures that not only drive loyalty but also foster relationships that stand the test of time. What’s your go-to strategy for keeping the customer journey top of mind in your leadership?

💡 Building a Customer-Centric Culture: Leadership's Role 💡 A customer-centric culture is essential for businesses to thrive in today's competitive market. Leaders play a pivotal role in setting the tone and fostering such a culture. Here's how: 🔎 Lead by Example: Demonstrate a genuine commitment to customer satisfaction through your actions and decisions. 🔎 Emphasize Empathy: Encourage employees to understand and empathize with customers. 🔎 Hire for Customer Orientation: Recruit individuals who prioritize customer satisfaction. 🔎 Share Customer Insights: Make customer data and feedback accessible to all employees. 🔎 Align Goals and Rewards: Link employee goals and rewards with customer satisfaction. 🔎 Foster Open Communication: Encourage open and transparent communication. 🔎 Invest in Training and Developrment: Provide ongoing training on customer service skills and i will always recommend CustomerSuccessU.org. They offer free certified trainnings. By implementing these practices, leaders can create a customer-centric culture that drives business success. #customercentricity #leadership #businessculture #customersuccess #customerexperience #employeeengagement #organizationalculture #businessstrategy #management #leadershipdevelopment

Leadership is the ground force in any organisation, driving growth, shaping cultures, and influencing outcomes.   📈 According to a study by McKinsey, companies with effective leadership in customer experience management achieve a 10-15% increase in revenue and a 20% increase in customer satisfaction.   🗣️ The gap between the optimal behaviour expected from employees and the reality of service delivery can often be traced back to poor leadership and communication. Are you setting clear expectations? Are you offering support and feedback to engage and motivate your teams to deliver exceptional experiences?   ⭐ EPIC leadership bridges this gap by empowering teams, fostering purpose-driven behaviour, inspiring a culture of excellence, and coaching teams to deliver outstanding service.   Here's why leadership matters, especially when it embodies the qualities of being empowering, purpose-driven, inspiring, and coaching.   #LeadershipMatters #EPICLeadership #EmployeeExperience #StartReverse #ReverseThinking #StartReverse #ReverseThinking #TailorMade #Innovation #Relevance #Approach #Transformation #Leadership #Engagement #Deliver #Dream #CultureOfExcellence #BrandJourney #CustomerCentricity #Empowerment #FutureOfWork #Leadership

Driving Global Success with Strategic Thinking K.S. Prashant's acceptance speech is a powerful reminder of how Strategic Thinking can shape global customer success! Discover his insights and learn how to navigate challenges in today’s dynamic landscape through our latest blog post. Read the blog and watch the speech here: https://lnkd.in/gA5muVVZ Let’s embrace strategic leadership to drive impactful change! #inspiringleaders #strategicthinking #customersuccess #isla2024 

🚨 Managers, this one's for you! 🚨 We've all been there... that moment when you know you have to address poor performance, but dread how the conversation will go 😬. The truth? It doesn't have to be that way! With the right approach, you can turn these tough talks into game-changers 💡. In our latest download, we share a tried-and-tested model to help diagnose and address common performance issues like: ⏰ Lateness 👎 Poor customer service 📉 Missed quality measures Why do managers often avoid these conversations? 🤔 It comes down to things like conflict avoidance, time constraints, or even fear of demotivating employees. But here’s the thing: "You’ll never regret dealing with poor performance – only regret not doing it sooner!" 🙌 🛠️ Ready to level up your performance conversations? Download our FREE tool to make diagnosing performance issues easier and more effective 👉 https://lnkd.in/eqX5d82g #Leadership #PerformanceManagement #Feedback #ManagementSkills #GrowthMindset #Hospitality #Retail #OperationalExcellence