C Space

MARCH 12, 2020

Jessica’s tenure at C Space began 10 years ago in sales, where her thoughtful approach to problem-solving and fearless leadership accelerated her to the role of SVP of sales, overseeing a 20+ person national sales team and leading the company’s annual revenue to record levels. Jessica DeVlieger. President, C Space Americas.

Tourism 59

Tourism Travel Sales Government 59

CX Journey

AUGUST 16, 2016

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.

Leadership 47

Leadership Culture Touchpoint Customer Experience Professionals 47

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Michael Lowenstein, Ph.D.,

Culture 83

Culture 2002 Customer Centricity 2007 83

CX Journey

JUNE 17, 2019

” I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Customers change.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

Maz Iqbal

SEPTEMBER 18, 2014

Because it involves taking the “road less travelled” What is this central insight-lesson: To achieve customer-centricity make the organisation listen to those who listen to customers. Changing interaction patterns among functions is much more powerful than creating a dedicated customer-centricity function.

Customer Centricity 67

Customer Centricity Hotels Travel Leadership 67

ChurnZero

MARCH 25, 2022

Again, the speed in which you recognize and respond to news of a transfer demonstrates to the customer how much you value their business. Debrief internally and schedule a future leadership touchpoint With the transition now done, it’s time to reflect on the experience, collect feedback, and plan deliberate follow-up.

Books 52

Books Touchpoint Customers Reference 52

CX Journey

AUGUST 19, 2014

Or afraid of change? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. culture customer experience employee experience leadership process improvement'

Culture 64

Culture Employee Experience Leadership Innovation 64

Qualtrics

OCTOBER 29, 2019

Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer experiences. Embed leadership accountability. The follow-up process should include: Check on employee progress.

Customer Satisfaction 22

Customer Satisfaction Voice of Customer Feedback Leadership 22

Customer Alignment

OCTOBER 2, 2017

Establish customer, technology and industry influencing trends Build scenarios to respond to the empowered and digitally connected customer Define the role, balance and interplay of digital and human touchpoints in meeting customers changing needs Recognise organizational implications of digital optimisation and enablement Not much to do then!

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

Kustomer

JUNE 17, 2021

For me, having that end to end leadership and visibility is extremely important, particularly in a software service business. We at Kustomer, by the very nature of our business and our mission from day one, if our mission is to help brands deliver amazing customer experience, then we as a company, we’re customer obsessed from day one.

Sales 99

Sales Employee Experience NPS Banking 99

Customer Bliss

APRIL 27, 2018

We traverse the customer journey and ask three things for every stage: how is it going, how does it make them feel, and what would help them to meet their need in each stage? Leaders’ connection to customers change when they are involved in these fearless conversations.

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. Employees and How to Take On the New CX World. That’s so true.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

ChurnZero

FEBRUARY 17, 2022

Once you really get rolling with your Customer Success software, you will never go back to trying to bend other tools to fit your Customer Success needs. The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Customer Success Around the Web.

Customer Success 98

Customer Success Chief Customer Officer Customers Leadership 98

Michelli Experience

MARCH 2, 2016

At Starbucks, the reward program was first jazzed up on the mobile app by having the customer scorecard reflect stars that fall into an on-screen cup. Designers jazzed it up further by having the stars bounce around in the cup as a customer changes the orientation of their mobile device.

Loyalty Programs 45

Loyalty Programs Loyalty 2004 Rewards Programs 45

CX Journey

JULY 27, 2017

"We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. You know the old saying: What got you here won't get you there.

Innovation 58

Innovation Webinar Employee Experience Culture 58

ChurnZero

FEBRUARY 17, 2022

Once you really get rolling with your Customer Success software, you will never go back to trying to bend other tools to fit your Customer Success needs. The Customer Success leader perspective: how to encourage the adoption of Customer Success software Implementing change requires the balancing of bottom-up and top-down approaches.

Customer Success 52

Customer Success Chief Customer Officer Customers Leadership 52

AskNicely

FEBRUARY 12, 2018

After he opened up his “brand” to real-time feedback, the way he engaged with his customers changed. He started to understand how customers felt about his “brand.”. Odds are he started with a benchmark of what worked and didn’t. He probably tried some less-than-stellar welcome messages.

Net Promoter Score 60

Net Promoter Score Seminar 2010 Feedback 60

ClientSuccess

OCTOBER 12, 2020

There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function. Your team wasn’t prepared for a customer changing direction mid-term. Do any of the following situations sound familiar?

Customer Success 59

Customer Success Webinar Leadership 2020 59

Integrity Solutions

SEPTEMBER 28, 2023

Engaged, loyal employees bring their best to work every day, and that’s what ultimately creates engaged, loyal customers. Let’s take a closer look at this combined sales/service mindset and how you can help non-salespeople deliver even more value to your customers.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

ChurnZero

JANUARY 28, 2022

By selecting a smaller group of champions to help you with the rollout, not only will you generate subject matter experts, but you’ll also be able to identify candidates who could transition into leadership, ops, or other roles your team may need. Customer Success Around the Web.

Document 98

Document Feedback Customer Success Call Recording 98

ShepHyken

MARCH 19, 2018

Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. My Comment: Let’s start this week off with some compelling stats about our customers’ changing expectations. 23% of customers say their expectations of customer service are higher than they were a year ago.

Article 81

Article 2018 Customer Service Loyalty 81

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

2019 82

2019 Customer Experience Insurance Retail 82

ClientSuccess

AUGUST 10, 2022

It’s important to realize that these are questions that nearly all customer success teams have at one point or another. Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. The solution .

Customer Success 78

Customer Success Metrics NPS Measurement 78

ChurnZero

JANUARY 28, 2022

By selecting a smaller group of champions to help you with the rollout, not only will you generate subject matter experts, but you’ll also be able to identify candidates who could transition into leadership, ops, or other roles your team may need.

Document 52

Document Feedback Call Recording Customer Success 52