ClientSuccess

JANUARY 11, 2023

Focus on customer retention and long-term ROI. By incorporating these principles into your customer success strategy, you can ensure that every member of your team is collaborating towards a common goal: delighting customers and achieving success. The Golden Rule as the Standard for Customer Success.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 110

Engagement Social Media Sales Loyalty 110

Integrity Solutions

SEPTEMBER 28, 2023

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer focused. Your people and processes have to adapt and meet the customer where he or she is.

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer Sensitivity. Customer Focus. Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought. Michael Lowenstein, Ph.D., Multiple sources of data are used to develop insights.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

ProProfs Chat

DECEMBER 12, 2019

Then get out, go to work and serve the customer! Customer Retention & Customer Service Quotes. Make your products easier to buy than your competition, or you will find your customers buying from them, not you. Customer retention is the only metric that matters. Quotes on Customer Service Benefits.

Customer Service 80

Customer Service Customer Experience Advertising Customers 80

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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.

Culture 63

Culture Workshop Leadership Download 63

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.

Workshop 70

Workshop Presentation Leadership 2019 70

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

2020 132

2020 Customer Experience Magazine Consulting 132

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Insights 52

Insights Customer Experience Metrics NPS 52

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Connections 68

Connections Engagement 2012 Definition 68

Service Untitled

JANUARY 10, 2011

Organizational leadership is responsible for communicating the vision and keeping it in front of the employees. Good communication within the organization can be one of the most important things an organization can do to foster employee engagement. Employees need to trust each other as well as their leadership.

Engagement 71

Engagement Leadership Culture Customer Retention 71

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. Storytelling is a great communication tool and an awesome teaching tool, as I wrote about in my post titled Storytelling is a Trojan Horse for Learning.

Chief Customer Officer 50

Chief Customer Officer Transportation Culture Leadership 50

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. Since there is no drama involved, and we are comfortably on that organizational couch, we do not pay attention to them.

Culture 71

Culture Workshop Leadership Books 71

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 66

Customer Success Metrics E-support Leadership 66

ClientSuccess

NOVEMBER 22, 2022

If you don’t have your customer success, marketing, and sales teams combined in the same way, be sure to have a consistent cadence of meetings to keep alignment always top of mind as a core piece of your goals. So how can you ensure that your customer focus drives value for your brand?

Customer Success 69

Customer Success Marketing Social Media Events 69

ChurnZero

MARCH 3, 2020

Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR. The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. At ChurnZero we have a mantra on communications: Speak Simply, Be Real, and Challenge the Audience.

2020 72

2020 Customer Success Events Workshop 72

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

ijgolding

JUNE 14, 2016

Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)! Organisations wanting their people to have a customer focused mindset to go about doing the right things without being penalised 12%. Leadership commitment 8%.

Customer Centricity 56

Customer Centricity 2016 Customer Experience Definition 56

ClearAction

NOVEMBER 12, 2017

See how a British Columbia credit union adopted a customer-centric strategy as the company’s strategy, re-organized to align their leadership talents and functional accountability around customer experience, and achieved unanimous support among all managers and employees: Customer Experience ROI Trajectory.

Customer Experience 54

Customer Experience Customer Centricity Customers Article 54

Education Services Group

OCTOBER 27, 2020

Considering engagement is a significant indicator for loyalty, one-to-many communications will continue to grow in importance for organizations across industries. Danielle Hawkins, Customer Success Manager. Different customer data and insights depict who and how they engage with their customers. But easier said than done!”

Interaction 52

Interaction Customer Success Events 2025 52

Gainsight

JUNE 9, 2021

Netflix and Net Retention. Gainsight CEO Nick Mehta began by communicating how Customer Success has transformed over the past year, despite the effects of the COVID pandemic economy. What an important and exciting justification for the existence of CS—the effect on customer retention and net dollar retention (NDR).

Entertainment 98

Entertainment Customer Success Events ROI 98

Amity

MARCH 19, 2014

In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. C ulture & Leadership.

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

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 Service 59

Customer Service Customer Experience Magazine Books 59

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Anita Toth. Donna Weber. Emilia D’Anzica.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail. ” It is an irrefutable ask!

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

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 Service 52

Customer Service Customer Experience Magazine Books 52

ijgolding

NOVEMBER 30, 2015

The rise of businesses talking about Customer Experience may be kidding some into BELIEVING they are operating in a Customer Centric way. Becoming a truly Customer Centric organisation is what will ultimately enable organisations to consistently deliver Customer Experiences that meet and sometimes exceed the expectation of Customers.

Customer Centricity 84

Customer Centricity Customer Service Customer Experience Definition 84

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.

Workshop 13

Workshop Customer Retention 2019 Leadership 13

SmartKarrot

SEPTEMBER 12, 2022

The account manager is one who needs to be responsible for the everyday management of the customer’s account and business with the company. An account manager needs to have exceptional communication skills and keep the business and account at the core of all operations and strategies. Communicate clearly and chart progress.

2023 10

2023 Management Communication Customer Success 10

ijgolding

MAY 2, 2017

Backing the actions of the staff involved whilst failing to acknowledge the significance of the issues for his customers has been indescribably damaging to both the United brand and Oscar Munoz himself. I believe we must go further in redefining what United’s corporate citizenship looks like in our society. United Airlines.

Airlines 72

Airlines 2017 Customer Centricity Travel 72

delighted

MARCH 4, 2020

This includes every feature used within your digital product, every engagement with your customer support and sales representatives, every in-store visit, and every marketing communication people see. This is a recipe for improved employee engagement and happiness, which translates to improved experiences for customers.

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

SmartKarrot

NOVEMBER 24, 2021

The era of the customer means that customers are now the priority and the ones helming company growth. This means there is increased importance on how customer relationships are maintained in this era. The subscription economy drives the era of the customer. Recurring revenue requires better relationships with customers.

Customer Centricity 10

Customer Centricity Multi-Channel Leadership Customer Relationships 10