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3 major non-obvious CX trends that surfaced in 2020

Steven Van Belleghem

At the end of 2019, I wrote in my “State of the Year” blog that “The West is becoming the copycat”. Game of ethics. There were actually 2 dynamics here: first of all, we saw a real concern from a lot of tech companies on fighting bias, racism and fake news in response to the public’s need for more ethical best practices.

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Would You Work Here?!?! Recruiting Now!

Beyond Philosophy

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years.

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Can We Trust Facebook?

Beyond Philosophy

Facebook wants you to use the platform a lot because they will make more money by helping advertisers sell more stuff. We can say that organizations should be trustworthy because, from a moral and ethical standpoint, it is the right thing to do. Also, Facebook uses AI to capture and keep your attention to maximize their ad revenues.

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What Type of Relationship Do Your Customers Expect From You?

Beyond Philosophy

Imagine you are selling a used car. How would that be different from selling your vehicle to a stranger? When you’re selling it to your brother, you recognize that this is one point in a much longer relationship. Now, imagine your surprise that the person who wants to buy it is your brother. Would you haggle as hard?

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Compensation Plans for Customer Success Managers

ClientSuccess

Base only compensation plans do little to align CSMs to company objectives and also provide no additional incentives (other than personal pride and work ethic) to achieve or overachieve the expected performance standards. Blog Posts: How and When to Scale Your Customer Success Team. Who Owns the Renewal? Three Models.

NPS 111
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Lead conversion: Examples and effective tips for improvement

Zendesk

In fact, the draw of personalized selling is now so high that 72 percent of customers admit they only engage with personalized messaging. If your business was selling beef products to distributors, you were probably hit with a few challenges: distributors responded by reducing purchase volume while demand for meat decreased.

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How the media industry is creating an ‘Offer You Can’t Refuse’

Steven Van Belleghem

Now, I’m sure that some of you may not call Google a media company, but it is: it may not create content (neither do Blendle or Netflix, well in its early days), but scrapes it from the Internet and sells advertising around it. New forms of highly ethical newsrooms are surfacing too.