Dave Seaton

OCTOBER 12, 2022

The Second Commandment of CX Influence: Never Give a Bad Surprise in Public. Meg slammed her Sharpie down in the strategy meeting. Some blunderbuss in Product just unloaded a dumptruck of blame on her support team, and things were about to get western

Customer Experience 124

Customer Experience Customers Meeting Strategy 124

Seaton CX

JANUARY 18, 2023

Let’s start the morning with mobsters. Because it’s January, and mobsters are more interesting than the annual performance reviews hanging over your head like a cartoon anvil, ready to crush you with 10,000 lbs of monotony.

Analysis 80

Analysis Sports Hospitality Travel 80

Seaton CX

MARCH 7, 2023

Leading CX requires leading people—even those who don’t report to you. Especially those who don’t report to you.

Transportation 56

Transportation Fashion Hospitality Report 56

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. You attended all those free webinars in the early days of the pandemic, before we all got so sick of Zoom meetings we wanted to claw our own eyes out.

Engagement 81

Engagement Average Handle Time Sports ROI 81

Speaker: DeAnna McIntosh, Retail Growth Strategist

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Retail

Seaton CX

JANUARY 3, 2023

It’s a new year, so that means planning CX goals. Refill your coffee and grab a pen and paper (yes, a real pen and paper) because today we are going to do a visualization exercise. Visualization techniques are used by top performers in every field, from athletes to entrepreneurs.

Exercises 67

Exercises How To Analysis Financial 67

Seaton CX

NOVEMBER 30, 2022

What if your 2023 CX initiative came to life? The Fairy Godmother of Thanksgiving sang Bippity-boppity-boo at your annual planning meeting and your corporate initiative developed consciousness. It started thinking. It started talking. And it wrote you a cover letter.

Airlines 64

Airlines Entertainment Brands Travel 64

Seaton CX

NOVEMBER 15, 2022

How would this email make you feel? Re: Customer Interview Scheduling. Hey there, just a friendly reminder that you still need to schedule your customer interview…. Is there anything more passive-aggressive than the “friendly reminder” email?

How To 64

How To Video Customer Insights Tools 64

Seaton CX

JANUARY 31, 2023

When I’m emphatic that CX leaders need stakeholder analysis to get buy-in , some people look at me like I’m a rhinoceros. Or worse, a psychologist. Just kidding. I love psychologists!) Sometimes I get asked “can’t I just talk to people and build relationships naturally?”

Communication 52

Communication Sports Analysis Meeting 52

Seaton CX

OCTOBER 19, 2022

A man with an expensive haircut stands in front of the screen. It shows a picture of the Harvard rowing team. “We’ve We’ve all got to row in the same direction!” He waves his arms. Then a quiet man shuffles behind the podium and mumbles into the microphone.

Customer Centricity 64

Customer Centricity How To Meeting Culture 64

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

Entertainment

Seaton CX

JANUARY 20, 2022

Companies that didn’t innovate during the pandemic turn to apologies. And it’s going horribly wrong. The pandemic stoked an eruption of innovation – curbside pickup, … The Wrong Way to Write a Customer Apology Letter: Blame COVID Read More ».

Innovation 86

Innovation Company Communication Customers 86

Seaton CX

OCTOBER 11, 2022

It’s 1:13pm on Wednesday. Brad, the new hire, knocks hesitantly on your office door. His voice is shaky. “Do Do you have a minute? I could use your advice on something…”. You know it’s never a minute. Not when he looks like a neglected little puppy bringing you a tennis ball.

Meeting 64

Meeting Culture How To Company 64

Seaton CX

OCTOBER 5, 2022

“Do you like magazines?” asked the cute stranger standing at my dorm room door. Customer Experience Leadership Buy-in Change Management Influence

Leadership 64

Leadership Management Customer Experience Customers 64

Seaton CX

MARCH 24, 2022

Interview with Annette Franz about her book Built to Win, her own customer experiences, and her advice for leaders who want to build a customer-centric culture in their own organizations. Customer Experience Culture Leadership

Culture 70

Culture Customer Centricity Customers Customer Experience 70

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Customer Experience Management

Seaton CX

NOVEMBER 8, 2022

I got cocky—and I failed. The setback would cost my team months of progress. I’d connected to the Zoom meeting with a colleague to pitch our newest proposal—a premium service that would improve customer success and generate revenue for our company.

Meeting 52

Meeting Resources System Connections 52

Seaton CX

NOVEMBER 8, 2022

I got cocky—and I failed. The setback would cost my team months of progress. I’d connected to the Zoom meeting with a colleague to pitch our newest proposal—a premium service that would improve customer success and generate revenue for our company.

Meeting 52

Meeting Resources System Connections 52

Seaton CX

JANUARY 27, 2022

Your boss, alone, has the power to grant you a back-stage pass to the private executive afterparty — or banish you to a wasteland of ravenous soul-eating spreads. The post Never Upstage the Boss – The First Commandment of CX Influence appeared first on Seaton CX.

Communication 64

Communication Leadership Management Customer Experience 64

Seaton CX

NOVEMBER 23, 2021

As Customer Experience (CX) leaders, we’re continually in the spotlight to prove the value of CX. This starts with the CX business case. It’s easy … Write a CX Business Case Your CFO Will Approve Read More ». The post Write a CX Business Case Your CFO Will Approve appeared first on Seaton CX.

ROI 64

ROI Customer Experience Customers 64

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Trends

Seaton CX

AUGUST 4, 2021

I have deep empathy and respect for intrapreneurs. I used to be one! I was a serial intrapreneur for a B2B SaaS company before founding … How Intrapreneurs Grow a Grassroots CX Program Read More ». The post How Intrapreneurs Grow a Grassroots CX Program appeared first on Seaton CX.

B2B 64

B2B Company Leadership Management 64

Seaton CX

JULY 7, 2021

“You see that?!” She spat the words, jabbing her finger towards the wall behind me. That’s the kind of relationship I USED to have with … Decoding B2B Customer Loyalty Read More ». The post Decoding B2B Customer Loyalty appeared first on Seaton CX.

B2B 52

B2B Loyalty Voice of Customer Customers 52