ClearAction

JUNE 25, 2023

Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. Artificial intelligence (AI) is a top topic in customer experience management.

Artificial Intelligence 62

Artificial Intelligence CX CXM Data Mining 62

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. So, I worked on getting some training for team development, marketing, and customer service. Have Long-Term Goals Hopefully, your working life will also span decades.

Sales 78

Sales Social Media Management Consulting Start-ups 78

Callminer

OCTOBER 11, 2018

Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software. FCR measures on a bot-led service provide the ability to measure results from the customer’s perspective. Kaye Chapman @kayejchapman. Nate Masterson @MapleHolistics.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Qualtrics

OCTOBER 30, 2019

What attracted you to Qualtrics in the first place, and specifically made you want to join after you’d completed your MBA? Having a large, strategic customer allows for significant exposure upward with Qualtrics leadership. I’ve spent my entire professional career in Chicago & I love the city. Tell us about it!

Outlook 36

Outlook Start-ups Sales Technology 36

Customer Bliss

DECEMBER 27, 2016

One of the biggest things I did online in 2016 was create a customer experience podcast. 35 data-backed approaches to customer retention. Who doesn’t love data in the modern age, right? The most important thing to know about customer experience competencies. Many organizations love their processes.

Engineering 0

Engineering Customer Retention CX Customer Experience 0

Intercom, Inc.

JANUARY 25, 2023

Although PLG is usually associated with free trials or freemium models, it’s a holistic strategy that goes beyond acquisition and can impact the entire customer lifecycle by digging into deeper parts of the funnel, tackling retention, expansion, and preventing the dreaded leaky bucket. Customers want to be self-sufficient.

B2B 118

B2B Customer Acquisition Start-ups Sales 118

PeopleMetrics

NOVEMBER 2, 2017

I decided that it's simply too extraordinary for someone to have the spark, the love of people and the emotional tenacity to wish every person with whom he comes in contact each day a great day. This is about delivering a phenomenal customer experience through a thousand "hellos" and not discriminating about who is on the receiving end.

Hospitality 91

Hospitality Hospitality Finance Compliance 91

Qualtrics

NOVEMBER 22, 2019

I love that in Customer Success I get to continue consulting with customers, helping them close their experience gaps and mature their XM programs. What’s the name of the school you earned your MBA at? What was it about Qualtrics that made you want to join the team after you completed your MBA?

Start-ups 26

Start-ups 26

Intercom, Inc.

MAY 3, 2018

She’s worked in product from early-stage startups all the way up to publicly traded companies like Rackspace and Square, a company with the sensitive task of handling customers’ money. Survey responses and numerical data are great, but they don’t replace the context of a 1:1 customer conversation. Short on time?

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Customer Bliss

JULY 4, 2017

Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. I loved working with Mark!

CX 57

CX Net Promoter Score Real Estate Manufacturing 57

Intercom, Inc.

OCTOBER 29, 2020

Here are a few quick takeaways: Focus on your customers. Make it easy for customers to talk to you, and vice versa. Frequent touch points and positive interactions will create strong relationships and build customer loyalty. Short on time? It’s much harder to grow a business without loyalty.

Start-ups 209

Start-ups Sports Engineering Artificial Intelligence 209

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value. But from a career perspective, where has it gotten them?

Customer Experience 49

Customer Experience Education Innovation CX 49

Qualtrics

JUNE 11, 2019

I love selling and I love managing people. I’m at Qualtrics because I love working for people and products I can believe in. I also love winning. It was to be a temporary gig for me before getting an MBA. I fell in love with it and never left. I fell in love with it and never left.

Sales 37

Sales Gaming Start-ups 37

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score B2B CRM 96

Customer Bliss

OCTOBER 31, 2017

In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. 90 day plan. 90 day plan. Long term plan.

Customer Experience 0

Customer Experience Education Start-ups Gaming 0

Intercom

MARCH 23, 2023

In today’s highly competitive market, meeting customer expectations is no longer enough to stand out from the crowd. For CX expert Jon Picoult , if you’re aspiring to satisfy your customers, you’re aspiring to mediocrity. Investing in the customer experience has a tangible ROI. And that’s exactly what you want to do.

CX 59

CX Customer Experience Retail Start-ups 59

Taylor Reach Group

AUGUST 29, 2017

By: Peg Ayers, MBA, CCXP. Customer Experience. The people who are dealing directly with your customers. The folks who are making decisions about how they do their work, what they do and don’t do for your customers, how much they help each other, what processes they follow and which ones they don’t. The Front Line.

Contact Center 99

Contact Center Gaming Customer Experience 99

Qualtrics

DECEMBER 20, 2018

Being a product person, I love to explore new areas and am fascinated by how much change has occurred just in the last 3-5 years and I fully expect to be using a driverless car in a matter of years! My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions).

Engineering 34

Engineering Business Administration Management Consulting Touchpoint 34

Qualtrics

NOVEMBER 13, 2019

I love driving improvement, which for me can take many forms. What attracted you to Qualtrics in the first place and, in particular, join the team after you completed your MBA? We live in downtown Salt Lake City and absolutely love it. It also comes from enabling those around me to succeed. Right, so you relocated to Utah.

Sports 20

Sports Legal Start-ups Gaming 20

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Episode Overview. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company.

Pharmaceutical 0

Pharmaceutical Finance Healthcare Start-ups 0

Customer Bliss

MARCH 28, 2019

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position. Build Customer Success Internally and Externally.

Start-ups 52

Start-ups Management Consulting CX Engineering 52

Qualtrics

MARCH 26, 2019

And I have loved every day since I joined. It really started with someone from the Customer Success team reaching out to me. TACOS: transparency, all-in, customer obsessed, one team, scrappy. If those values resonate with you, and this is a category, company, and purpose that you can go all-in on: you will love it here.

Sales 22

Sales 22

Qualtrics

JUNE 4, 2019

We’re helping so many of the world’s best companies and brands understand what consumers love about them so they can spend their resources more intelligently. We’re often so caught up in the day-to-day that we fail to understand why we were expending time and energy on potentially arbitrary goals. There’s HUGE potential in that line of work.

Start-ups 37

Start-ups Engineering Gaming Sales 37

Qualtrics

JANUARY 22, 2021

After starting his career as an engineer designing submarine missile systems for several years, it dawned on Bruce that he loves to understand “why” things happen as opposed to “how” they happen. “I’m We spoke about balloon selling, the power of a good chess game, and what it takes to create a groundbreaking XM organization.

Engineering 26

Engineering Start-ups CX Gaming 26

Qualtrics

OCTOBER 8, 2019

When I joined my original plan was to get a part-time gig, maybe turn it into a full-time job and do that for two years to then pursue an MBA. After all, why leave to do an MBA to try to find another company with the same culture, DNA, and success (if it existed)? What attracted you to Qualtrics in the first place?

Sales 20

Sales Start-ups Healthcare Touchpoint 20

Customer Bliss

MARCH 1, 2019

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. Know Where the Value Erosion Moments for Your Customers Are.

E-commerce 58

E-commerce Healthcare Compliance Customer Journey Map 58

Qualtrics

MAY 9, 2019

She has built a career at the world’s most iconic brands, shaping the experience for billions of customers. She has built a career at the world’s most iconic brands, shaping the experience for billions of customers. Talk about the Experience Economy and it won’t be long before someone mentions Apple, Wal-Mart or Starbucks.

Gambling 36

Gambling Start-ups Retail CX 36

Qualtrics

DECEMBER 20, 2018

Being a product person, I love to explore new areas and am fascinated by how much change has occurred just in the last 3-5 years and I fully expect to be using a driverless car in a matter of years! My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions).

Engineering 20

Engineering Business Administration Management Consulting Touchpoint 20

Intercom, Inc.

AUGUST 29, 2019

Stripe’s Head of North America Revenue & Growth, Jeanne DeWitt, on driving growth through customer expansion. I worked with Jack Welch of GE for a couple of months to get his online MBA program off the ground, and when I started my first company way back in the day, Jack came to Boston to do one of his conferences.

Sales 172

Sales Start-ups E-commerce Manufacturing 172

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. With the rise of popularity in this topic, there are thousands of EX blogs and websites.

Social Media 52

Social Media Technology Technology Education 52

CX Journey

JULY 25, 2014

I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “

VOC 61

VOC Net Promoter Score CX NPS 61

CX Journey

DECEMBER 11, 2014

Don’t be weathered by the prep at first, Customer feedback can navigate the worst. Don’t be weathered by the prep at first, Customer feedback can navigate the worst. Chances are, you already have the data just by simply running a voice-of-customer initiative! and “¿Por qué?” Anonymity not a card you can play.

B2B 62

B2B VOC Start-ups Sports 62

Comm100

SEPTEMBER 7, 2017

Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. In your opinion, what makes for great customer service? Download Free.

Sports 45

Sports Customer Service Start-ups Construction 45

Qualtrics

OCTOBER 10, 2019

Second, the chance to build out a team in Canada in a function (customer success) that is critical for all SaaS companies. What made you want to get into customer success consulting? Customer success is the perfect intersection across strategy, product, and sales. This is Arthur’s “Why Qualtrics” story.

Management Consulting 33

Management Consulting B2B Sales Start-ups 33