TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Gainsight

MARCH 8, 2023

Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” In recent months, I’ve realized that to overcome the challenges we now face, we need a new evolution in financial leadership: the rise of the human-first CFO. Look in the mirror.

Leadership 52

Leadership Financial Conference Communication 52

One Millimeter Mindset

SEPTEMBER 24, 2018

If you practice a hopscotch client retention strategy, do not get your hopes up. When your organization embraces a hopscotch client retention strategy, you color within the lines. When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Yes, I know.

Strategy 213

Strategy B2C Customer Retention B2B 213

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

InMoment XI

NOVEMBER 22, 2017

Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field.

Customer Centricity 200

Customer Centricity Leadership Strategy Brands 200

InMoment XI

NOVEMBER 22, 2017

Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field.

Customer Centricity 0

Customer Centricity Leadership Strategy Brands 0

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? How will your own HR leadership conversations qualify and quantify the value of change? And continue building a culture of HR leadership conversations. The conversation becomes so much more than a head-count and hiring strategy one.

Leadership 86

Leadership Innovation Resources Culture 86

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Experience Investigators by 360Connext

AUGUST 9, 2017

That’s when their boss or their CEO or maybe a member from the board asks them to take over a new responsibility – CX Strategy. Organizational comparisons are made: our organization versus Zappos or Southwest Airlines or maybe the local Starbucks barista who “always knows customer orders!” Blasphemy!

Customer Journeys 181

Customer Journeys Strategy How To Comparison 181

SurveySparrow

AUGUST 14, 2023

They are the result of a well-crafted customer experience framework that transforms regular businesses into customer-centric marvels. We’ll explore what they are, what makes them exceptional, and how you can implement them to create unforgettable customer experiences. What is a Customer Experience Framework?

Customer Journeys 52

Customer Journeys Strategy Customer Experience Customer Centricity 52

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. Yes, I used to be a loyal customer of a particular service platform, which shall remain nameless. Or it showcases collaboration gaps.

Leadership 61

Leadership Communication Customer Retention Sales 61

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

One Millimeter Mindset

MAY 7, 2020

That is why, moving forward, my advice is to create a flexible client retention strategy. And, perhaps even, their own leadership capacity is tested. These are the conversations which a flexible client retention strategy is based upon. Or, are any of you asking yourselves the same questions? You are not alone. Build trust.

Strategy 86

Strategy Leadership Resources Communication 86

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

Integrity Solutions

AUGUST 24, 2022

And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI? While online training and workshops can be effective delivery mechanisms for information and knowledge, the real impact only comes when you’re able to turn that knowledge into daily behaviors.

Training 88

Training Sales Strategy Study 88

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

Customer Service 80

Customer Service Government Employee Experience Video 80

One Millimeter Mindset

SEPTEMBER 13, 2018

Developing Industry40 soft skills are critical to executing strategy in today’s digitally-transforming workplaces. These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. First, the industrial Internet of Things (Industry 4.0

Leadership 71

Leadership Communication Industry Knowledge Base 71

One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility. For a change.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

One Millimeter Mindset

AUGUST 29, 2018

Ah, the impact of experience conflicts on the performance of our customer retention strategy. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution?

Customer Retention 60

Customer Retention Strategy Customer Experience Comparison 60

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Improving Customers’ Lives is Meaningful. Get a Real-Time View of Customer Chats and E-mails. Why is it important?

B2B 107

B2B Industry Leadership Conference 107

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ijgolding

AUGUST 20, 2017

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. Talk to customers – all the time! b) how many customers have you spoken to this year?

Customer Centricity 209

Customer Centricity e-support Leadership Measurement 209

One Millimeter Mindset

SEPTEMBER 20, 2018

All of us have toxic demanding customers in our client bases. These customers pride themselves in making our business lives difficult. As a result, even when the contract is consummated, these customer types continue to second-guess us and reinforce their self-importance. Toxic demanding customers like to butt heads.

Strategy 70

Strategy B2C Leadership Customer Retention 70

ChurnZero

APRIL 8, 2022

It’s the definitive Customer Success leadership summit. Learn from others in the industry about what it takes to run a modern Customer Success organization today. Past sessions topics have included how to: Align your organization around NRR with variable compensation strategy. Customer Success is a growing SaaS community.

Customer Success 98

Customer Success Conference Leadership Omni-Channel 98

ChurnZero

AUGUST 12, 2022

We’re thrilled to announce our speaker and session agenda for BIG RYG 2022, the Customer Success leadership summit in Washington, D.C. We chose our speakers for their Customer Success chops (that’s a given), but also for their tremendous heart. Exceptional leadership takes both, and these people have it in spades.

Leadership 98

Leadership Conference Customer Success Industry 98

AWS Machine Learning

JANUARY 13, 2023

As Parsons’ footprint moves into the cloud, their leadership recognized the need for a change in culture and a fundamental requirement to educate their engineering task force on the new cloud operating model, tools, and technologies. First, Parsons hosted a virtual live workshop with AWS experts in the AI/ML and DeepRacer community.

Transportation 83

Transportation Leadership Training Innovation 83

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. Uninformed customers – in this story, passengers – who know or feel something is wrong could become frustrated. The topic is communication and transparency.

Communication 90

Communication Airlines Customer Service Training Leadership 90

ShepHyken

AUGUST 16, 2023

There was one customer ahead of me in the drive-through lane. Of course, there is more than just hiring, training, and staffing, but the point is not to be so quick to blame the employee for a bad customer experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

Customer Bliss

JANUARY 10, 2019

With over 10 years of experience under his belt, leading customer-facing teams, Michael sheds some insight into how he breaks through some of the challenges to get customers to think differently about their energy options. . Retention strategy. Use Education and Emotion to Communicate with the Customer.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

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. Where does this organizational magic come from?

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff!

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision). Why does this drive growth?

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

One Millimeter Mindset

NOVEMBER 21, 2018

I recommend creating a toxic customer exit strategy. Over time, having this strategy in your back pocket saves your sanity, as well as professional integrity. Otherwise, toxic customers walk all over you, your colleagues and your organization. Because that company lost more customers than it gained. Contact me.

Strategy 70

Strategy Consulting Customer Retention Customers 70

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. It’s about creating a shift in how businesses operate and deliver value to customers.

Customer Centricity 97

Customer Centricity Competitive Advantage Innovation Customer Journeys 97

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies. And move forward with a facilitated pandemic storytelling workshop.

How To 95

How To Leadership Exercises Innovation 95