ClientSuccess

AUGUST 28, 2020

Customer churn software – oftentimes bundled with a customer success management platform – can help control unforeseen customer churn while enabling customer success managers to proactively improve customer relationships and address issues. Toolkit: Churn Management Toolkit .

Customer Relationships 95

Customer Relationships Customer Journey Mapping 2020 Webinar 95

Beyond Philosophy

JANUARY 4, 2022

She also explained the company has engineers and technicians serving in dual roles because “customers do not want a sales relationship.” Some types of industries buy into the customer relationship concept more than others. My global Customer Experience consultancy did some work with a water utility in the U.K.,

Customer Relationships 88

Customer Relationships Net Promoter Score Consulting Culture 88

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, How Net Promoter Companies Thrive in a Customer-Driven World.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Return on Investment Magazine Culture 182

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

ShepHyken

DECEMBER 11, 2023

Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. True customer loyalty extends beyond transactional interactions and loyalty programs. Building authentic, emotional customer relationships can lead to loyalty and increased revenue. He is the author of six bestselling books.

Customer Centricity 86

Customer Centricity Culture Loyalty Programs Loyalty 86

Beyond Philosophy

JULY 14, 2015

Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

ClientSuccess

AUGUST 24, 2018

The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. One of those questions asks, “ What are one to three books, blogs, or thought leaders that have greatly influenced your customer success career, and why? ”. Let’s get started!

Books 40

Books Customer Success Management Chief Customer Officer 40

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “Leadership matters. If we’re being the best version of ourselves and showing up, taking care of ourselves, then employees strive, then customers thrive.”

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

ClientSuccess

APRIL 4, 2018

The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. From : Jorie Basque , Customer Relationship Manager. What are one to three books, blogs, or thought leaders that have greatly influenced your customer success career, and why?

Customer Relationship Management 40

Customer Relationship Management Customer Relationships Management Customer Success 40

Customer Bliss

JUNE 15, 2017

This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Collaboration and uniting silos.

Competitive Advantage 187

Competitive Advantage 2017 Leadership Books 187

Natalie Petouhof

JANUARY 12, 2022

Dr. Petouhoff works on customer experience business and value consulting, as well as sales enablement, with the executive team at Genesys, a cloud CX platform. Her new book, co-written with Genesys CEO and Chairman Tony Bates, argues that empathy is key to solving CX and EX (employee experience) challenges. This is horrible.’

Customer Experience 52

Customer Experience Books Leadership B2B 52

Integrity Solutions

FEBRUARY 12, 2020

One of our goals at Integrity Solutions is to help our clients think differently and expand their knowledge about the sales profession, sales performance improvement and leadership, customer service and delivering exceptional client experiences. by Will Milano. Follow Top Sales World on Twitter. . Colleen Francis. Lisa Earle McLeod.

Sales 124

Sales 2020 Leadership Blog 124

ChurnZero

MARCH 25, 2022

But alas, time — and customer accounts — waits for no one. Figuring out how to shift around a CSM’s book of business is a delicate balancing act, and one of the most challenging Customer Success processes to get right. Debrief internally and schedule a future leadership touchpoint. How to reassign customers to a new CSM.

Books 98

Books Touchpoint Customer Success Customers 98

Beyond Philosophy

MARCH 10, 2015

The strategy above works great for most businesses to business and business to customer relationships. Most of all, it offers an opportunity for your customer to decide what to do and strengthens the relationship between you…most of the time anyway. Elton John said, “Sorry Seems to Be the Hardest Word.”

CEM 142

CEM Books Customer Retention Customer Experience Management 142

GetFeedback

SEPTEMBER 2, 2019

2: 3 Ways To Inspire Your Team To Provide Standout Customer Experience. David Nour is the author of ten business books, a leadership advisor and executive coach. article, David describes how to leverage the value of relationships in the customer experience journey. and in the process, being more customer-centric?is

2019 210

2019 Article Net Promoter Score Financial 210

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. It is not a slogan.

2015 122

2015 CEM 2002 Books 122

Team Support

FEBRUARY 11, 2021

The customer experience is the new marketing. That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book , Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.

B2B 85

B2B Magazine Webinar Leadership 85

Maz Iqbal

JANUARY 8, 2015

I am in the process of reading Edward Slingerland’s book: Trying Not To Try. If you are with me so far then it occurs to me that you have gotten insight into why it is that so few organisations cultivate genuine-meaningful-enduring loyalty between themselves and their customers and vice versa. And what does this disclose?

ROI 75

ROI Leadership Loyalty Customer Relationships 75

ShepHyken

NOVEMBER 22, 2016

Andy Masters On How Customer Service. Is Just Like Dating and Relationships. Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.”

2003 124

2003 Social Media Books Loyalty 124

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ClientSuccess

MAY 10, 2022

When a new customer joins your book of business, there are some things that are known right out of the gate. The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. What is Customer Lifetime Value.

Metrics 59

Metrics Webinar Leadership Customer Relationships 59

Gainsight

JANUARY 4, 2021

Customer Success Team Management. Customer Success Career Advice. Customer Success Leadership. Customer Onboarding: From Implementation to Time to Value. Customer Experience. Scaling Customer Success. Managing Customer Relationships. Launching Customer Success.

2021 111

2021 Customer Success Webinar Multi-Channel 111

ShepHyken

JANUARY 25, 2019

Ideally, customer service representatives in your company are undergoing periodic training to ensure they are truly listening to customers; concerns. If this training has not yet occurred, you can take a leadership role by having informal training sessions. Or, by asking questions at the appropriate time.

Customer Satisfaction 118

Customer Satisfaction Blog Books Customer Service Representative 118

Customer Guru

AUGUST 8, 2018

Blake Morgan is a keynote speaker, best-selling author, and futurist in the field of customer experience. She is the author of the best-selling book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake Morgan Follow @BlakeMichelleM.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

BlueOcean

APRIL 15, 2019

How do we deliver amazing customer experiences despite increasingly challenging stressors? The Tools to Tackle Customer Entitlement. First and foremost, there needs to be a very tight relationship between the contact center team and the company leadership team. This is where close collaboration is essential.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

Customer Bliss

MARCH 2, 2016

The act of putting a customer’s life back together again requires grace and wisdom when the chips are down — not accusations and skirting accountability. Leaders’ behaviors in enabling the company to apologize well and mend the customer relationship is a company’s humanity litmus test. Leadership.

Customer Experience 164

Customer Experience Airlines Social Media Leadership 164

Integrity Solutions

APRIL 16, 2021

It’s integral to their success, and it’s one of the secrets to high-performance leadership in tough times. But knowing how important it is to have a customer-centric strategy and being able to build customer-centricity into your culture are two different things. They will be “walking the talk” of a customer-centric culture.

Customer Centricity 118

Customer Centricity Culture Competitive Advantage Customers 118

ChurnZero

MARCH 25, 2022

But alas, time — and customer accounts — waits for no one. Figuring out how to shift around a CSM’s book of business is a delicate balancing act, and one of the most challenging Customer Success processes to get right. When do you need to reassign a CSM’s book of business? How to reassign customers to a new CSM 1.

Books 52

Books Touchpoint Customers Reference 52

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. It’s an ongoing leadership commitment driven by effective leadership.

Customer Service 89

Customer Service Hotels Leadership Culture 89

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Empowered Employees Outshine "By the Book" Service.

2013 252

2013 Customer Service E-support 2014 252

ClientSuccess

OCTOBER 5, 2021

If your customers start to go dark, back out of meetings unexpectedly, or miss key project milestones, then you may want to start looking into if something is wrong. Don’t forget that it’s okay to bring up the sentiment on calls with customers to talk through any red flags or dips you may be seeing in the data.

Customer Success 72

Customer Success Customer Relationships Metrics Webinar 72

BirdEye

MAY 3, 2023

B2B and B2C marketing channels need customized approaches for best results in terms of language, creative design, brand positioning, messaging, etc. When done correctly, both are great for developing customer relationships, building trust in your brand, and getting high-value conversions. Run a paid ad to showcase a new contest.

Marketing 98

Marketing Social Media B2C Multi-Channel 98

CX Accelerator

JANUARY 16, 2020

Be sure to gather the true support of your leadership team, and surround yourself with a strong change coalition before embarking on this journey. This approach is organized into three stages: The Gate The quest for customer-centricity begins at the hiring stage. Then let’s dive right in! The Three Stages: An Overview.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CX Accelerator

JANUARY 16, 2020

Be sure to gather the true support of your leadership team, and surround yourself with a strong change coalition before embarking on this journey. This approach is organized into three stages: The Gate The quest for customer-centricity begins at the hiring stage. Then let’s dive right in! The Three Stages: An Overview.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

ShepHyken

MARCH 31, 2020

The Customer is Your Bottom Line. They discuss his book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise , and strategies for hiring the right team, building the right service vision and delivering an unparalleled customer experience. Creating Purpose for Your Employees and Your Business.

Hotels 65

Hotels Customer Satisfaction Loyalty Leadership 65