CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Are your customers’ experiences with your organization being impacted by a service strategy that doesn’t satisfy? Laura Hayes, VP Customer Operations, Momentive.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Chief Customer Officer 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Learn the one question backed by research and data that will help your customers stay and grow.

Customer Success 40

Customer Success Strategy Customer Centricity Leadership 40

Peter Lavers

MAY 18, 2021

Our founding director Peter Lavers will be participating in the next Truth Customer Loyalty webinar on 2 June, 2pm BST. You are invited to join Truth’s CEO Amanda Cromhout as she debates with Peter, who is a renowned Customer Management and Customer Experience consultant and influencer.

Loyalty 52

Loyalty Culture Consulting Data 52

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority.

Customer Experience 152

Customer Experience Contact Center Policies System 152

Peter Lavers

JULY 7, 2021

Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. How can loyalty programmes better factor in and recognise length of customer tenure into their rewards and benefits? You can listen to the webinar by clicking here.

Loyalty 52

Loyalty ROI Culture Data 52

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. The first wave of customer experience professionals have had to create our own paths. Why do we do this?

Social Media 146

Social Media How To Culture Customer Centricity 146

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

CX Journey

MAY 31, 2018

Image courtesy of Pixabay Rather than thinking customer-centric, how about thinking people-centric? While customer experience strategies must include a priority focus on the employee experience (i.e., Many companies actually believe that they can improve the customer experience without improving the employee experience.

Company 105

Company Culture Employee Experience Leadership 105

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting. It’s their job to truly represent the customer in every meeting.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. Customer Strategy.

Company 160

Company Customer Centricity Leadership Consulting 160

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1. Is that how your own customer care centre exchanges feel?

Healthcare 202

Healthcare Consumers Customer Service Company 202

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

Zeisler Consulting

FEBRUARY 16, 2021

Some folks simply don’t see the forest for the trees and others overcomplicated the idea of Customer Experience so much so that they don’t know where to start. He and his leadership team talked a good game about Customer centricity, and the rest of the team seemed (at least from his perspective) to be on board with that.

Customer Centricity 72

Customer Centricity Culture Leadership Survey 72

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Leadership also observed the system fatigue that resulted from employees having to administer processes among all of the tools.

Management 52

Management Leadership Customer Centricity eBook 52

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Webinar: The Customer Success Maturity Model.

Customer Journeys 104

Customer Journeys Customer Centricity eBook NPS 104

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter?

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. How do you measure the success of your Customer Experience?

Customer Centricity 125

Customer Centricity Customer Journeys Consulting Culture 125

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? Happy customers have a personal bond with their vendor organization and their CSMs.

Loyalty 78

Loyalty Roadmap eBook Customer Retention 78

Experience Matters

APRIL 23, 2015

Next Tuesday, April 28th , will be the 5th anniversary of this post: Introducing Temkin Group, Customer Experience Transformation Consultancy. Join us for a webinar. At 1:00 EDT, join Aimee Lucas, Jen Rodstrom, and Bruce Temkin in a lively webinar: Temkin Group’s 5th Anniversary Chat: CX Past, Present, and Future.

Brand Values 120

Brand Values Groups Customer Centricity Leadership 120

Think Customers

JUNE 8, 2020

Thankfully, customer experience futurist Blake Morgan brings more clarity in her latest webinar, Accelerating Digital Transformation to Enable Effortless Experiences. In this webinar hosted by TTEC, she identifies what approaches companies need to consider to deliver a more manageable, faster, and human digital experience.

Strategy 59

Strategy Customer Centricity Culture Technology 59

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. The CXPA has over 4,500 members and rapidly growing, representing 70 countries across the globe.

Customer Experience Professionals 123

Customer Experience Professionals CEM Customer Experience Customer Experience Management 123

Education Services Group

FEBRUARY 10, 2022

Increasing need for Customer Success as a Service® continues as CS industry advances. ESG, the leader in Customer Success as a Service ®, is proud to announce record-breaking year-end results for the second consecutive year. Attracted top executive talent to add depth and scope of leadership capabilities.

Social Media 52

Social Media Consulting Customer Success B2B 52

Qualtrics

JULY 20, 2015

Creating unforgettable customer experiences involves more than just sending satisfaction surveys – it starts with shifting your company focus to customer obsession. Introducing a voice of the customer program often leads companies to question their readiness to shift towards a customer-centric culture.

Customer Experience 20

Customer Experience Customer Centricity Culture Leadership 20

Experience Investigators by 360Connext

MAY 20, 2015

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand. YOU DON’T. You can’t.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . Delivering customer-first service.

Customer relationships 59

Customer relationships eBook Resources Customer Centricity 59

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity.

Culture 83

Culture Company Customer Centricity Travel 83

Wootric CX Blog

SEPTEMBER 17, 2020

In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like we do at RingCentral or work in online retail, you must go the extra mile to ensure that customers enjoy the best possible experience.

Customer Experience 71

Customer Experience Leadership Course Consumers 71

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our strategy is about putting the customer first. Our customers are comparing us to the last great customer experience they had, not other government agencies.

Social Media 52

Social Media Government Customer Care Transportation 52

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Facilitate learning and information sharing across your customer base.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

Beyond Philosophy

MAY 3, 2017

I’ve noticed a similar pattern of behavior in some of the organizations I work with as a customer experience consultant. If you don’t, your customer experience will never improve. For example, I’ve had clients hire my company, Beyond Philosophy, to perform an assessment of their customer experience. It’s critical!

Consulting 133

Consulting Sports Leadership Culture 133

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Engagement 112

Customer Engagement Customer Journeys Engagement Strategy 112

Oracle

AUGUST 1, 2018

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Customer expectations are on an escalator, constantly going up, and rarely stopping. We all know that CX must continually improve, but how? Learn more. Learn more.

Chief Customer Officer 72

Chief Customer Officer Video Customer Experience Professionals Social Media 72