Experience Matters

NOVEMBER 3, 2017

As you hopefully already know, Temkin Group has labeled 2017, The Year of Purpose. We want to raise awareness to the relatively untapped power of purpose. So I was thrilled to see the AARP Purpose Prize™, which recognizes outstanding work by people age 50 and over that is focused on advancing social good. Here are the five winners, I urge you to read the links to each of their stories: Cynthia Barnett, founder and CEO, Amazing Girls Science Retired high school administrator Barnett was disappoin

Groups 163

Groups Technology Customer Experience Customers 163

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? Lynn Hunsaker. How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas.

Customer Experience 119

Customer Experience Net Promoter Score B2B Study 119

Comm100

NOVEMBER 3, 2017

Introduction. Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. The problem is that social media is such a broad topic, and an effective social media team comes from a variety of knowledge levels and backgrounds.

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Social Media Course Training Marketing 113

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Horizon CX

NOVEMBER 3, 2017

This guest blog written by Rae Steinbach was submitted to me by David Mizne, chief contributor and editor of the award winning 15Five Blog. Rae is a graduate of Tufts University with a combined International Relations and Chinese degree. After spending time living and working abroad in China, she returned to NYC to pursue her career and continue curating quality content.

Communication 100

Communication How To Tips Travel 100

Horizon CX

NOVEMBER 3, 2017

This guest blog comes to you courtesy of David Mizne, chief contributor and editor of the award winning 15Five Blog. Remember when Ford and Bridgestone Firestone lost billions due to a truly avoidable error ? The team designing the Ford Explorer didn’t coordinate with the team responsible for the tire design. This resulted in safety issues that forced a recall.

Communication 100

Communication How To Tips Feedback 100

Magellan Solutions

NOVEMBER 3, 2017

Consistency is a key to customer satisfaction. You have to provide your customers with the same — or improved — products or services if you want them to continue dealing with your business. The consistency of the product can be made possible by integrating quality management systems into your business operations. An overview of quality management. Quality management system (QMS) refers to the formal process of reviewing and documenting the procedures, products, services, and responsibilities of

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Management Guidelines Competitive Advantage Policies 56

ClientSuccess

NOVEMBER 3, 2017

Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. We’re lucky to have this weeks CSM from the Trenches post from Priscilla Zorrilla of 15Five. Priscilla has been a Customer Success Manager for 15Five since January 2015, with a background as both an Account Executive and National Sales.

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eBook Customer Success Leadership Communication 44