Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations.

Sports 143

Sports Customer Journey Mapping ROI Return on Investment 143

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

FEBRUARY 1, 2023

Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success. More importantly, it made us think that, in addition to where the function reports, there are other organizational factors that contribute to program success.

Customer Experience 260

Customer Experience Chief Customer Officer Call Center Culture 260

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Totango

NOVEMBER 15, 2023

We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. What our customers are saying With a trScore of 8.1

Customer Success 112

Customer Success 2023 Customer Satisfaction Demo 112

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth.

Customer Success 107

Customer Success Touchpoint Document Interaction 107

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 89

Sales NPS Customer Journey Customer Success 89

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so! At Totango Live!

Customer Success 97

Customer Success Customer Journey Mapping 2023 Customer Journey 97

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

And, does it provide guidelines for resolution that prioritizes the customer’s experience?” ” A Customer Experience (CX) Charter is a document to help your team deliver results more efficiently and effectively. A CX Charter is key for cross-functional support. Let’s talk!

Document 143

Document Customer Experience Customers Customer Centricity 143

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

2024 108

2024 Customer Centricity User Experience 2023 108

Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. A clean and clear process for evaluating and understanding what customers need and value in improved or redesigned experiences.

Customer Experience 253

Customer Experience Metrics Innovation Leadership 253

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Totango

SEPTEMBER 22, 2023

, we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value.

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

One Millimeter Mindset

APRIL 19, 2023

There is that one team you absolutely love, isn’t there? The dynamics and soul and purpose infused and hardwired into that team inspires you professionally. This is the team where everyone brings out the best in each other, always, even when things get messy. Why aren’t all teams like the team you absolutely love?

Consulting 89

Consulting Innovation Workshop Leadership 89

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. On the other hand, many software teams face difficulties in creating a productive teamwork environment.

Social Media 52

Social Media Demo Feedback Communication 52

One Millimeter Mindset

DECEMBER 10, 2020

Often, the quality of team outcomes is hampered by the quantity of professional exclusion present in team dynamics. Have you experienced this impact in your own teams and workplace? As recently as yesterday, I interacted with a team dominated by three individuals with a pre-determined agenda.

Workshop 81

Workshop Innovation Consulting Presentation 81

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Customer Retention 91

Customer Retention Customer Success Events Customer Journey 91

One Millimeter Mindset

NOVEMBER 19, 2020

How can you purposefully navigate your team through end of 2020 into first quarter 2021? And purposefully leverage your team’s story? And hard calls and major decisions for all team members to make. Your choices, and your pandemic experiences, are the structural underpinning of your team’s story.

2021 92

2021 2020 Transportation Leadership 92

One Millimeter Mindset

DECEMBER 22, 2020

Well, are you really listening and responding to your customers’ voice? After all, it is one narrative to tell people you listen to your customers’ voice. Alternately, it is a completely different narrative when you listen, as well as respond, to your customers’ voice. Planning your next team, corporate or association meeting?

Customer Voice 81

Customer Voice Innovation Leadership Workshop 81

Thematic

MARCH 27, 2024

Being a utility, they usually only hear from customers when things are going wrong. It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.  The

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! This cross-functional alignment was a key topic at the recent TSIA World: Interact conference , where leaders across functions emphasized the need for these departments to work together to unlock new growth opportunities​.

Communication 83

Communication Customer Success Customer Journey Webinar 83

One Millimeter Mindset

FEBRUARY 4, 2021

Can you afford to continue to jeopardize customer experience and customer retention due to how you currently deal with “No”? Planning your next team, corporate or association meeting? Her playbook of cross-functional collaboration, Do YOU Mean Business? In Chapter 2 of my book, Do YOU Mean Business?

Leadership 81

Leadership Workshop Innovation Consulting 81

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). Do Your Customers Feel Honored?

Article 70

Article Customer Service 2023 Workshop 70

One Millimeter Mindset

OCTOBER 12, 2022

Are you one of “those” team members who is always throwing new ideas out on the table, like a jump ball? And are team members “jumping” at the chance to play around with your ideas? Some of you reading this post are part of teams operating comfortably within status quo boxes.

Consulting 102

Consulting Innovation Presentation Leadership 102

One Millimeter Mindset

APRIL 12, 2023

How do you rate your ability to professionally translate what your team delivers to clients? In my consulting, mentoring and speaking collaborations, I ask professionals like you to define what their desired outcome looks like from our mutual experience. Equally often, this desired outcome remains unanswered by you and your team.

Consulting 77

Consulting Leadership Innovation Advertising 77

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

2024 111

2024 2023 Customer Success Innovation 111

One Millimeter Mindset

AUGUST 25, 2021

As a result, your assumptions foster and reinforce group behaviors, biases, and mindset which ultimately limit your cross-functional success. ” “The ideas I want to share with my team are not valued, so why should I speak up?” Your experiences of what you label hurt you. One millimeter at a time.

Workshop 106

Workshop Culture Innovation Leadership 106

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. Now, investors are looking at retention and customer lifetime value, which all start with customer experience.”

Competitive Advantage 80

Competitive Advantage 2019 2020 Customer Retention 80

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. It’s so important that it is one of the New 10 Laws of Customer Success. .

Sales 111

Sales Customer Success ROI Customer Centricity 111

Gainsight

JULY 25, 2023

In the fast-paced digital landscape, delivering exceptional customer experiences has become a crucial aspect of any successful business. Companies that prioritize understanding their customers’ needs and preferences are better equipped to build strong, lasting relationships. But not sure where to start?

Touchpoint 52

Touchpoint Blog Customer Expectations User Experience 52

CustomerSuccessBox

JUNE 10, 2022

The moment we lose the synergy between two teams, they end up doing more than what’s required. Have you maintained the synergy between the teams, especially in remote situations? This is why cross functional communication is important in any SaaS business. ?What What is cross functional communication?

Communication 52

Communication Customer Success Culture Customers 52

Gainsight

JULY 12, 2023

As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No No pressure!)

Leadership 52

Leadership Innovation Omnichannel Customer Success 52

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? 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? Lynn Hunsaker.

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

One Millimeter Mindset

MARCH 23, 2021

Because the intangibles of human capital value include not only an employee’s experience. First, to their teams, then their departments. Next to their cross-functional colleagues, partners and stakeholders. Or, alternatively, discuss with the one team with whom you have the best rapport. Contact me here.

Leadership 76

Leadership Consulting Innovation Presentation 76

One Millimeter Mindset

MARCH 22, 2023

However, in reality, they can mis-translate relative to their own experiences working with other professionals like you. As a result, instead of understanding only one professional terminology, your team becomes multi-linguistic and translational: together. Her playbook of cross-functional collaboration, Do YOU Mean Business?

Consulting 75

Consulting Innovation Leadership Definition 75