Customer Bliss

APRIL 9, 2018

When it comes to initiating change within an organization, you must first ask, “Are we united in how we make decisions that impact customers?” ” One of the first activities I often take to unite leaders during my coaching sessions is to use a customer journey framework to build an operational “code of conduct.”

Engineering 66

Engineering Voice of the Customer Start-ups Customer Experience 66

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy. And that means building a one-company approach to business strategies.

Engineering 77

Engineering Business Growth Customer Experience Customer Feedback 77

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unfortunately, that isn’t my concept.

Sports 78

Sports Legal Start-ups Management Consulting 78

Customer Bliss

AUGUST 28, 2018

Samir, who was director at the Smithsonian Institute at the time, showed us that journey mapping is an incredibly powerful tactic to unify an organization in terms of thinking through a customer-first lens. So, let me ask – does your organization have a customer journey map ? Is it used to understand your customers?

Customer Journey Map 63

Customer Journey Map Scorecard Start-ups CX 63

Customer Bliss

OCTOBER 27, 2015

When I ask executives if they know the volume and value of their new customers and compare it monthly, weekly and annually to the volume and value of lost customers – it’s not top of mind. The numbers aren’t discussed and obsessed about. For example, we brought in 22,000 customers, but we lost 27,000 customers.

Start-ups 82

Start-ups Sales Customer Experience 82

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

Customer Experience 98

Customer Experience Sales Start-ups Business Growth 98

Customer Bliss

OCTOBER 8, 2015

Is your leadership team united in focusing on customer asset growth? The power of Competency one is building your version of how you can measure the growth or loss of your customer asset. Leaders must be united in fearlessly talking about the growth or loss of the customer asset at their team meetings.

Voice of the Customer 69

Voice of the Customer Customer Experience 69

Fonolo

JANUARY 18, 2022

Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before. COVID Is No Longer an Excuse for Poor Customer Service.

Contact Center 81

Contact Center Omnichannel Technology Technology 81

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. Here are four elements to grow customer experience ROI: 1.

Customer Experience 54

Customer Experience Gaming Sales Business Growth 54

Customer Bliss

JANUARY 22, 2015

The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”)

CX 81

CX Customer Experience 81

SurveySensum

NOVEMBER 3, 2023

Imagine you order a pair of woolen socks from Amazon and have a question about the size of the socks. You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service!

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Demystify the role of the Chief Customer Officer. Customers as Assets. Care about the “why?”.

CX 44

CX Engineering Construction Business Growth 44

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Demystify the role of the Chief Customer Officer. Customers as Assets. Care about the “why?”.

CX 40

CX Engineering Construction Business Growth 40

Customer Bliss

DECEMBER 22, 2016

In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months? This post originally appeared on the CCO 2017 website.

Social Media 0

Social Media Engineering Customer Experience Business Growth 0

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 3: Build a Customer Listening Path.

Engineering 54

Engineering Construction Business Growth Innovation 54

Intercom, Inc.

DECEMBER 21, 2021

Although we don’t care much for dwelling in the past – as Des Traynor likes to say, Intercom doesn’t need an archeologist – this was, naturally, a year of reflection. Farhan Virji , Vice President of Customer Happiness at Later. Challenge drives change, so we must choose to challenge ourselves. Will Larson , CTO of Calm.

Engineering 118

Engineering Government B2C Start-ups 118

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Click here to learn more about the course and enroll. . As CX leaders and practitioners, we must always advocate on behalf of the customers. So own it, and put your customers first.

CX 66

CX Education Start-ups Customer Experience 66

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. If people aren’t looking for your solution, you have to educate them about the problem your product solves. Short on time?

Finance 162

Finance Engineering Sales B2C 162

Customer Bliss

FEBRUARY 2, 2016

The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map. We are finding that it takes about three years for this to feel ‘old hat.’. Unite leaders and the organization in competency building and first round or experience reliability improvement actions.

CX 44

CX Touchpoint Engineering Start-ups 44

ClientSuccess

APRIL 3, 2018

Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. Ensure the Customer Always Comes First.

Customer Relationship 40

Customer Relationship Sales 40

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. If you’re reading this review to see what the one must-have contact center priority is for next year, you might be disappointed. Customer Experience Automation Is No.2

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

Zendesk

SEPTEMBER 26, 2022

But what is sales revenue, exactly, and why does everyone care about it so much? In this article, we’ll unpack all you need to know about sales revenue. It’s foundational to calculating a company’s valuation and KPIs, forecasting, benchmarking growth, and making strategic decisions. Formulate growth strategies.

Sales 52

Sales Non-Profits Government Start-ups 52

Waypoint Group

MARCH 20, 2019

And so it goes with Customer Success. We all know we should be doing the right things that strengthen customer relationships and get ahead of the renewal so there are no unexpected surprises… but doing what , exactly? Lacking data, they will go with their own hypothesis and opinions about what is working and not working.

Key Driver Analysis 40

Key Driver Analysis Customer Feedback Start-ups Actionable Insights 40

Intercom, Inc.

MAY 21, 2020

Next is assisting: gathering information from a customer so a human support agent has everything they need by the time they’re stepping in to help. You wouldn’t want to deploy automation for a customer who has specifically requested a human touch, for example. But if there are ideal use cases, there are also stumbling blocks to avoid.

Start-ups 221

Start-ups Gaming Machine Learning Technology 221

Beyond Philosophy

DECEMBER 1, 2014

There are plenty of ways to look at the sometimes competing interests of the desire for maximum return on investment and the desire to use a superior customer experience as a point of differentiation for competitive business advantage. It’s all about the lens that you’re looking through.

Customer Experience 167

Customer Experience 167