Blake Morgan

APRIL 25, 2023

Is your leadership strategy guided by data or simply a shot in the dark? Internal insights and customer feedback are essential to building an effective customer-focused leadership strategy. Diana Brown, SVP of Sales Operations and Customer Experience at XPO, involves leaders with the data through feedback loops.

Leadership 52

Leadership Metrics Customer Insights Feedback 52

Integrity Solutions

JULY 13, 2020

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? But the sales challenges persist. Sales Quota Achievement.

Sales 103

Sales How To Competitive Advantage Training 103

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

Customer Focused 100

Customer Focused Leadership Social Media Customers 100

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

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

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Vonage

MAY 8, 2017

This is particularly true in customer service; a rapidly growing business with a stagnant customer service team can become a nightmare scenario. To grow and adapt, everyone needs to understand the business inside-out, and the only way to do this is through consistent, measurable training methods and strong ongoing leadership.

Sales 159

Sales Tips Training Travel 159

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Proving it with actions.

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

Integrity Solutions

MARCH 4, 2020

As they weigh purchase options and evaluate vendors, B2B buyers expect sales teams and their companies to behave in ethical ways. . Harvard Business Review reported on research conducted by Bain, which has taken the 40 distinct kinds of value that B2B offerings provide customers and organized them into a pyramid with five levels.

Sales 68

Sales How To Culture B2B 68

SurveyGizmo

JULY 14, 2020

By Vanessa Bagnato, Director of Enterprise Solutions, with Jenny Lewis, Director of Sales for Enterprise Account Management, and Nolan Frazier, Director of Sales for New Business. When the customer drives the sales process, everyone wins. It also helps businesses reduce churn and nurture customer relationships.

Sales 98

Sales CRM Feedback Leadership 98

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. With a team that’s totally wedded to the Apple culture, Cupertino doesn’t need to sweat the imitation Apple Stores now popping up with identical furniture and Apple gear for sale. Micah Solomon guest post: . Onboarding procedures.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

Integrity Solutions

MAY 26, 2022

This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Ethical Sales Practices and Your Brand Promise. Cultivating Ethical Sales Teams. Most important, they must be lived and practiced by leadership at all levels in the organization.

Sales 52

Sales Culture Leadership Brands 52

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. Although I was studying accounting and finance at the time, I started out in sales and marketing.

Culture 264

Culture Measurement Customer Centricity Hotels 264

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. customer’s experience, first create a baseline by understanding your current state.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. customer’s experience, first create a baseline by understanding your current state.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. So, here are three of my favorite ways to get to know your customer.? . That’s right!

Customer Service Training 154

Customer Service Training Feedback Groups Customers 154

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service Training 107

Customer Service Training Training Customer Service Contact Center 107

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ClientSuccess

JUNE 22, 2020

One of the biggest breakthroughs of the last decade or so is CRM, or Customer Relationship Management platforms. These systems help account managers, salespeople, and executives report on, keep track of, and control client interactions throughout a customer lifecycle. Find a platform that is custom-built for customer success.

CRM 64

CRM Sales Tips Management 64

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? MORE SALES!

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Kristina Evey

MARCH 8, 2018

Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. A recent paper by SuperOffice stated research shows that 80% of businesses believe they are providing excellent customer service.

Customer Experience 149

Customer Experience Leadership Exercises Groups 149

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. If that sounds familiar, it should.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

ShepHyken

APRIL 14, 2021

If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. In my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I cover a six-step process to getting your customers to say, “I’ll be back.”

How To 145

How To Customer Service Training Leadership Meeting 145

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Her love for being customer-focused was what helped drive her success at Dropbox, .

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? The CEO needs to ask the awkward questions to ensure everyone is embracing a customer-first strategy.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194