Customer Bliss

DECEMBER 19, 2017

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve had the pleasure of interviewing over 40 leaders who are transforming customer experience within their companies — some are even making incredible strides within their industry as a whole.

CX 42

CX Customer Experience 42

Experience Investigators

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Secure executive buy-in on CX (and build excitement with them).

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Intercom, Inc.

MARCH 25, 2021

In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. For businesses to grow, they must rise above the constant stream of issues and deflection strategies and shift to a proactive CX approach. One-company accountability, leadership, and culture. The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Intercom

AUGUST 12, 2021

After all, as he points out, in a successful organization, the teams responsible for customer success and support tend to manage and influence more revenue opportunities than the field sales team – and if your customer service isn’t good or you’re not looking at CX from a holistic point of view, these chances of expansion are slim to none.

Start-ups 111

Start-ups AI Omnichannel Sales 111

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Experience Investigators

SEPTEMBER 19, 2023

It’s understandable for CX leaders to want to address everything, everywhere, all at once. There are several common mistakes that I see CX teams make. Let’s dig into seven CX program pitfalls so you can avoid them! CX Mistake #2: Setting Unattainable CX Goals CX goals are often really just wishes.

CX 90

CX Net Promoter Score Artificial Intelligence Invoicing 90

Customer Bliss

SEPTEMBER 14, 2017

I’m up to Episode 68 on my customer experience podcast , and while I’ve shared lessons from my guests in the past , I haven’t done it recently. First up: define the customer journey. The Initial Mission And Challenges. The company was about four years old, but had only been selling bikes for two years.

Non-Profits 61

Non-Profits Start-ups Customer Acquisition Government 61