Seaton CX

Beyond Buy-in. 5 Stages of CX Engagement

Seaton CX

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.

Never Give a Bad Surprise in Public - The Second Commandment of CX Influence - Seaton CX

Dave Seaton

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

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How to motivate people when being nice isn’t working

Seaton CX

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?

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Get Your CX Project Approved Every Time

Seaton CX

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.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Get Your CX Project Approved Every Time?

Seaton CX

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.

The CX Buy-in Magic Question

Seaton CX

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.

CX Buy-in and How I Got Scammed out of $12 by a Pretty Girl in College

Seaton CX

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

Designing a Customer-Centric Culture – Interview with Annette Franz

Seaton CX

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

The Wrong Way to Write a Customer Apology Letter: Blame COVID

Seaton CX

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 ».

The Changing World of HR: Prepare Your HCM for the Future

Speaker: Mark Stelzner - Founder & Managing Principal at IA

Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.

Never Upstage the Boss – The First Commandment of CX Influence

Seaton CX

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.

Write a CX Business Case Your CFO Will Approve

Seaton CX

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.

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How Intrapreneurs Grow a Grassroots CX Program

Seaton CX

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.

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Decoding B2B Customer Loyalty

Seaton CX

“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.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.