ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Lead a more employee- and customer-focused workforce. But also, with toxic workplace environments.

Leadership 70

Leadership Conference Innovation Culture 70

Seaton CX

MAY 16, 2024

But only if you do it right—avoid the 3 reasons customer journey maps fail to drive change. The insights from customer journey mapping aid organizations both strategically and tactically. Executive leadership teams leverage journey insights to craft the company’s customer experience vision and strategy.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Blake Morgan

MARCH 13, 2023

Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite. We need women in leadership roles more than ever before.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Natalie Petouhof

AUGUST 15, 2022

Accomplishing this requires leaders to undergo their own change management process to move from “command-and-control” leadership to servant leadership. But given that the employee experience can make or break the customer experience, it’s critical to avoid this pitfall. Develop Adaptive Leadership Skills and Capabilities.

Leadership 52

Leadership Software Chatbots Banking 52

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Customer Centricity 100

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. These are investments focused on your employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

One Millimeter Mindset

OCTOBER 24, 2018

Sometimes the best customer-focused stories are the ones our organization never pays attention to. These stories may come from the middle of the customer experience scorecard pack. Hire me to speak or conduct a workshop at your next corporate or association event. Until it is time to renew their contract. Contact me.

Culture 71

Culture Course Leadership Strategy 71

Confirmit

SEPTEMBER 22, 2019

NPS increased by 11% due to heightened customer focus and improvement initiatives that significantly reduced costs. The program includes self-directed learning, workshops and specific business challenge scenarios, all designed to build a robust talent pipeline and strong sales function expertise.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

One Millimeter Mindset

NOVEMBER 12, 2018

To showcase the real value we bring when serving customers, focus on the customer experience value of collaborative storytelling. I will be honored to customize my keynotes and workshops to your next event. Hire me to speak or conduct a workshop at your next corporate or association event. Right here, Today.

Customer Retention 75

Customer Retention Culture Consulting Innovation 75

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. Then soon enough, we begin resenting that other team – the one who makes our jobs more difficult.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

One Millimeter Mindset

OCTOBER 4, 2018

When we are not curious about whether an issue impacting customers is, in fact, being addressed, we are irresponsible. So, why not let customer-focused questions move us one millimeter outside our departmental confines and comfort levels? Start serving those valuable customers better and better each day, moving forward.

Customers 71

Customers Video Culture Customer Focused 71

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. Why we love Rachel: She’s the Director of Customer Experience at Zuora. Rachel has built and led high-performing, thought-leading customer-focused teams.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Marketing and thought leadership programs.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

JANUARY 12, 2018

So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog. No question.

Customer Service 96

Customer Service Policies Customers Customer Experience 96

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience. Adrian Swinscoe.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

One Millimeter Mindset

MAY 22, 2019

What customer-focused opportunities are overlooked? How does a self-serving workplace culture fall short, in catalyzing professional development and employee and customer success and retention? Otherwise, employee and customer experiences and outcomes fall short of fueling success and retention. Contact me here.

Culture 63

Culture Leadership Employee Experience Resources 63

CSM Magazine

NOVEMBER 30, 2016

In our workshops and consulting, some days it feels like we see a never-ending stream of “old school” managers (some of the worst can be newer and younger managers) who are struggling to transform themselves into effective team developers and leaders. Our team leadership effectiveness hinges on: My level of self-confidence.

Leadership 40

Leadership Financial Management Consulting 40

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

One Millimeter Mindset

FEBRUARY 28, 2019

A Potent Human Capital Strategy needs a Potent Customer Retention Strategy [link]. To retain Customers focus on People Value instead of Products [link]. Engage me to deliver one of my Customer Retention keynote speaking programs or workshops for a refreshing change from the same-old stuff.

Customer Retention 66

Customer Retention Communication Customers Strategy 66

One Millimeter Mindset

JANUARY 17, 2019

Furthermore, your colleagues cannot understand what you both can do, together, to better serve customers. And customer-focused solutions fall short of what they might have been. Then, when business systems have their own semantics for commonly-used terms, customers begin to misinterpret your answers to their questions.

Customer Retention 69

Customer Retention Communication Customers System 69

Kustomer

MAY 26, 2020

I think we’ll learn a lot today and I would definitely advise after, to make sure you follow some of his thought leadership content. When I was approached by Wiley a dozen plus years ago to write this book, I had the idea that would be called “The Customer Focus,” which is after my training programs. Read More Hide.

Customers 52

Customers Groups Exercises Customer Experience 52

One Millimeter Mindset

FEBRUARY 20, 2019

And, when leadership and management commands and controls, everyone remains safely stuck in place. As a result, customer-focused outcomes are less innovative and nimble in helping customers meet the needs of their own current and future customers. Instead of developing into “far more than.”

Customer Experience 14

Customer Experience Communication Groups Strategy 14

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. What I like about the way Hootsuite is using customer journey mapping is their holistic approach.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

One Millimeter Mindset

FEBRUARY 14, 2019

Also, achieving this balance is a leadership skill which includes all internal stakeholders. In addition, positive internal customer experiences are the outcomes of both courage and critical thinking skills in the face of push-back in risk-averse cultures. Babette Ten Haken is a customer retention specialist. Your thoughts?

Guidelines 13

Guidelines Customer Retention Leadership Communication 13