Seaton CX

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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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Why CX Leaders need Stakeholder Analysis to Get Buy-in

Seaton CX

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.

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CX is the Emotion Business: Why Emotional Intelligence is Crucial for Customer Experience Leaders

Seaton CX

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

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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.

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Retail Reimagined: What It Means To Be An Innovative Retailer

Speaker: DeAnna McIntosh, Retail Growth Strategist

Join DeAnna McIntosh, Retail Growth Strategist, for this idea-sparking session on how to multiply and diversify your revenue (and impact) with zero ad spend, how to create disruption in your industry, and how to reimagine and innovate the retail business model.

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How to Achieve Your 2023 CX Vision

Seaton CX

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.

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Why You Should Brand Your 2023 CX Initiative

Seaton CX

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.

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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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Talk to stakeholders without sounding like a junior con-artist: Behavior-based communication with DISC for CX Leaders

Seaton CX

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?”

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How to Create a CX Presentation that Doesn’t Suck

Seaton CX

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.

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

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.

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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 ».

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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.

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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

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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

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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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.

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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.

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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.

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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 to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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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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