Beyond Philosophy

SEPTEMBER 17, 2015

Most are likely to suggest people need to work harder to weather the storm. When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Not Schultz.

Retail 142

Retail Customer Experience CX Customer Satisfaction 142

Beyond Philosophy

APRIL 13, 2018

Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.” But buying everything from you does not make them loyal. Great customers? Loyal customers? Not so fast. It is emotional.

Customer Loyalty 83

Customer Loyalty Sales Education Customer Experience 83

Beyond Philosophy

NOVEMBER 22, 2015

If they trust you are direct with them about the severity of the storm, they are more likely to weather it with you. How do you lead in times of turmoil or growth? The answer is: leadership and communication. In times of turmoil, people look to leaders to lead. Embrace honesty. Set out the plan. Situate yourself on the front lines.

CX 60

CX Customer Experience 60

Beyond Philosophy

NOVEMBER 8, 2019

Studies show stock price changes in various indices correlate with the weather. You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. The question becomes, are we talking ourselves into a recession?

Manufacturing 117

Manufacturing Agriculture Start-ups Customer Experience 117

Totango

JUNE 2, 2020

Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having a plan in place ahead of time can make all the difference in how well your business copes with, and recovers from, unexpected challenges. Managing Customer Success in a Crisis.

Start-ups 62

Start-ups Customer Retention 62

Qualtrics

MARCH 19, 2020

As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. That’s what XM is all about. Hopefully this post provides you some guidance. Ask less, listen more.

CX 56

CX Healthcare Close the Loop Actionable Insights 56

ClientSuccess

APRIL 13, 2020

Having the technology, resources, and team members on hand to be able to make quick decisions, pivot entire product lines, and support a fully remote workforce is invaluable in these times, and SaaS companies who can achieve these things are in a position to weather the storm while helping customers do the same.

Start-ups 105

Start-ups Sales Technology Technology 105

Totango

APRIL 28, 2020

Effective personal communications help build and maintain connections with your customers that can weather the storm. Change is one of the few constants in life, especially in business. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time.

Customer Retention 112

Customer Retention Technology Technology 112

Intercom, Inc.

APRIL 2, 2020

Like so many of our peers, we were due to attend SaaStr 2020 a few weeks back, and we’d lined up interviews with some of the incredible speakers who would have been there. We’ll be releasing those planned interviews down the line, when the time is right. We’ll be releasing those planned interviews down the line, when the time is right.

E-commerce 260

E-commerce Retail Start-ups Education 260