Michel Falcon Experience

AUGUST 17, 2016

Employee engagement software company, 15five, recently published a blog post covering some very interesting employee engagement trends for 2016. As the blog post suggests, there is an abundance of data and real-life case studies that suggest employee engagement can be a growth strategy for businesses of all sizes, across any industry.

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Blog 2016 Engagement Webinar 127

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. The ClientSuccess CSM From the Trenches Blog Series.

Customer Success 70

Customer Success Chief Customer Officer 2020 2021 70

Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. I am sharing the five rules for dealing with company politics that I learned over my career. All this to say, I’ve dealt with company politics my entire career.

Management 148

Management Books Consulting Measurement 148

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. Michael Pace on his site, the Pace of Service (I really like the name by the way!) Pacing Yourself for the Win.

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2018 Article Customer Service Airlines 42

BirdEye

FEBRUARY 28, 2023

With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue. This blog post will explore the benefits of hiring a social media professional. Table of contents What is a social media manager?

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Social Media Management Engagement Brands 98

Lumoa

JANUARY 19, 2023

We’ll walk you through the key steps to building a successful customer experience department in this guide. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. It’s hard work, we know!

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

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Blog White Paper Customer Service Webinar 80

Kerry Bodine

OCTOBER 5, 2015

On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services.

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Customer Experience Customer Journey Mapping Workshop Customer Journey 97

ClientSuccess

JUNE 11, 2019

There are a wide spectrum of Customer Success roles out there and you need to decide which of these roles is best for you. Do you want to negotiate large contract renewals, be a trusted advisor, or be a customer support representative? The Customer Success Job Spectrum. I’ll explore each of these roles below.

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Customer Success Workshop Demo Customers 40

SmartKarrot

JUNE 24, 2021

We have compiled a list of all the customer success community resources to support folks in the industry looking out for help. This can be CS blog communities, CS meetups groups, CS Slack teams, Forums and others. Customer Success Forums. Customer Success Forum. Customer Success Leaders Institute.

2021 17

2021 Customer Success Leadership Events 17

Stella Connect

MAY 4, 2017

The lineup of presenters, the industry topics, the onsite learning opportunities—all are first class. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. But we do have our picks of must-see presentations.

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Contact Center Presentation Culture Customer Centricity 40

Education Services Group

MAY 6, 2021

1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

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Customer Success Sales Social Media Reference 92

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. Adam Toporek.

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Customer Service Customer Experience Magazine Books 59

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. Adam Toporek.

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Customer Service Customer Experience Magazine Books 52

SmartKarrot

APRIL 13, 2023

In this blog, we will introduce you to some of the most influential and visionary account management leaders who are shaping the industry with their innovative strategies, thought-provoking content, and inspiring stories. Jeff Hammond Jeff Hammond is a consultant and trainer in the customer success and account management field.

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2023 Management Consulting B2B 11

SurveySparrow

JANUARY 28, 2020

Your experience and hard work in this space have led you to become one of the most respected voices on the topic of customer experience. Why don’t you kick things off by giving us a little introduction by telling us how your career has evolved over the last 15 or so years? Not just Marketing, Sales, and Customer Service.

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Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

Kayako

MARCH 9, 2017

Continuous professional development can transform your career trajectory. For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers.

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Customer Service Document Webinar Roadmap 71

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Customer service is still a relatively new department and career path. Yeah, officium, service in Latin.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. There are two primary points where you will want to be able to recognize the symptoms of surface-level customer experience focus. You must tie your work to the business KPIs to gain sustainable support and buy in. Matt Beran, Sr.

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Consulting Culture Insights Customer Experience 208

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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2020 Customer Experience Magazine Consulting 132

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss. Rick Adams.

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Customer Success 2021 Chief Customer Officer Leadership 21

SmartKarrot

JANUARY 5, 2022

Mikael is a distinguished figure in the customer success community. He is the Founder and Executive Director at The The Customer Success Association. he has been supporting worldwide companies in designing, building, and assessing effective customer success resources for over 40 years. Aaron Thompson. Adam Toporek.

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Customer Success 2022 Chief Customer Officer B2B 23

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago.

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Blog Call Center Events Customers 51

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. I wanted to be different. Step 1: Be a Practitioner, Not a Guru or Expert .

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Call Center Consulting Customer Experience Net Promoter Score 60

BirdEye

OCTOBER 26, 2023

AI and automated methodologies are adept at processing large volumes of customer feedback. This empowers businesses to take out actionable insights from what customers are telling them. Get ready to improve your customer experience and drive growth using AI for customer feedback management. .”

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Feedback Customer Journey Call Center Customers 109

ProProfs Chat

DECEMBER 14, 2021

Likert Scale is the perfect means for collecting focused opinions on a particular topic. At times, a simple yes or no could be sufficient when you need to survey customers, employees, or target audiences about their perceptions and opinions. Suitable to collect opinions for recently used products/services. Very Satisfied .

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Definition Measurement Events Information 52

SurveySensum

OCTOBER 27, 2020

Why did you choose Customer Success and what was your background? A decade ago, when I just started in Customer Success, it was merely perceived as a glorified title for customer support or account management. It would often include reactive metrics, like an escalation in support tickets, NPS scores , etc.

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Customer Success 2013 2014 Consulting 59

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. Paul: What’s your advice to people starting their careers? The lightning round.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

Paul: Before we jump into the topic of Customer Success and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Paul: What’s your advice to people starting their careers? Defining the what and why behind Customer Success. The lightning round. You Mon: It is.

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Customer Success B2B Metrics Sales 52

Russel Lolacher

OCTOBER 10, 2022

DoingCXRight Website – Contact , Podcast , Blog , Mentorship. Really excited to talk about our topic? So I would say my worst is having worked so incredibly hard to elevate my career at a company. And so it was discouraging, not to be able to move up and not have any career planning or path to help me get there.

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Net Promoter Score Leadership Employee Experience Culture 52

Tricia Morris

DECEMBER 4, 2015

It was written by Dickens to inspire social change, but also in hopes to change the direction of Dickens’ waning career. Lessons from the holiday classic can be applied to almost any topic, in this case, customer service: 1. Your Customer Service Past Cannot Be Changed. Now’s the time.

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Presentation Customer Service Airlines 2010 63

Michel Falcon Experience

MARCH 12, 2019

The expectations of our employees and our customers must be managed to build a people first culture. In 2007, I was a young professional trying to really understand what I wanted to build my career off of; what was going to be my niche or my nitch? It’s customer service. Delivering exceptional customer service.

Culture 12

Culture 2019 Engagement Net Promoter Score 12