Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Episode Overview. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company.

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Chief Customer Officer Culture Leadership Insurance 0

Customer Bliss

MARCH 28, 2019

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position. Build Customer Success Internally and Externally.

Customer Success 131

Customer Success Management Metrics Customers 131

Customer Bliss

MARCH 1, 2019

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. Know Where the Value Erosion Moments for Your Customers Are.

E Commerce 147

E Commerce Consumers Healthcare Customer Journey Mapping 147

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. So, I worked on getting some training for team development, marketing, and customer service. Have Long-Term Goals Hopefully, your working life will also span decades.

Sales 78

Sales Social Media Management Reference 78

C3Centricity

JUNE 5, 2019

They must cover the three aspects of customer benefits, namely: Rational, functional benefits. Brand image attributes must cover the three aspects of customer benefits, namely Rational, functional benefits; Emotional, subjective benefits; and Relational, cultural benefits. Steps of the customer journey – aware, consider, try etc.

Brands 63

Brands Social Media Advertising Books 63

ijgolding

NOVEMBER 13, 2014

I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. That usually spikes sales.” ’ B t.

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Brands Airlines Financial Travel 99

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating customer loyalty starts with an impression that sticks. “I

ROI 143

ROI Books Customers Definition 143

ijgolding

JULY 9, 2018

Where does Customer Experience (CX) ‘sit’ in an organisation? Well I would love to know what you think!! Among other things, I am the Course Director of Customer Experience Management for the CIM (Chartered Institute of Marketing). This is a question I am frequently asked.

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Chief Customer Officer Marketing Books Leadership 59

Confirmit

SEPTEMBER 5, 2017

As a Customer Experience professional, do you find yourself struggling to show real results and tangible business outcomes? After roughly twenty years as a discrete discipline, Customer Experience (CX) is still a difficult career in which to demonstrate business value. But from a career perspective, where has it gotten them?

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Customer Experience 2012 Customer Experience Professionals 2017 49

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

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Customer Journey Blog Fashion E Commerce 74

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

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2022 Customer Success 2021 Consulting 52

Gainsight

APRIL 17, 2019

It turns out that where you got your MBA isn’t a predictor of your success as a CEO. And leaders reimagined service and support in the era of customer success. These same leaders don’t have to be surprised by customer churn , instead always having a sense of “early warning” on customer risk. CEOs need to change too.

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Presentation B2C Roadmap Webinar 79

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

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NPS Net Promoter Score Feedback Roadmap 96

Qualtrics

JANUARY 22, 2021

After starting his career as an engineer designing submarine missile systems for several years, it dawned on Bruce that he loves to understand “why” things happen as opposed to “how” they happen. “I’m We spoke about balloon selling, the power of a good chess game, and what it takes to create a groundbreaking XM organization.

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Customer Connectedness Leadership Management Customer Experience Professionals 26

Kustomer

MAY 6, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Wade Radcliffe and Vikas Bhambri to learn about visual integration to enhance the customer experience and how it boosts agent efforts. Listen to the full episode to learn more. A New Communication Channel.

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Contact Center Communication Measurement Download 98

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work.

Leadership 52

Leadership Culture Books Airlines 52

CSM Magazine

FEBRUARY 28, 2018

As it turns out, you were made for customer service. You are always optimistic, you love a good challenge, and you collect outstanding reviews like lint in a clothes dryer. However, you’ve enjoyed a high status in your customer service department for long enough – now what? Enhance Your Credentials. Know Where to Go.

Customer Service 40

Customer Service Sales Customers Leadership 40

Qualtrics

MAY 9, 2019

She has built a career at the world’s most iconic brands, shaping the experience for billions of customers. She has built a career at the world’s most iconic brands, shaping the experience for billions of customers. Talk about the Experience Economy and it won’t be long before someone mentions Apple, Wal-Mart or Starbucks.

Brands 36

Brands Hotels Loyalty Programs Loyalty 36

Customer Guru

JUNE 29, 2018

We, at Customer Guru, reckon that customer experience (CX) has become the key differentiator in the success and growth of any business. Raj and Vivek talk about the importance of customer experience in healthcare and how it is changing the healthcare industry. Later, he did an MBA from IIM Trichy. So, thank you for that.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

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2020 Chief Customer Officer Customer Success Leadership 52

Qualtrics

JUNE 4, 2019

We’re helping so many of the world’s best companies and brands understand what consumers love about them so they can spend their resources more intelligently. We’re often so caught up in the day-to-day that we fail to understand why we were expending time and energy on potentially arbitrary goals. There’s HUGE potential in that line of work.

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Customer Success Management Competitive Advantage Consulting 37

Qualtrics

OCTOBER 8, 2019

When I joined my original plan was to get a part-time gig, maybe turn it into a full-time job and do that for two years to then pursue an MBA. After all, why leave to do an MBA to try to find another company with the same culture, DNA, and success (if it existed)? What attracted you to Qualtrics in the first place?

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Sales 2011 2012 Culture 20

Customer Guru

FEBRUARY 26, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

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Insurance E-support Call Center Customer Centricity 106

Gainsight

NOVEMBER 20, 2019

A step-by-step strategy for new and seasoned PMs alike to learn how to build products customers will love. We can all get stuck in the “ output over outcomes ” mindset—this book will break you out of it and provide tactics to create customer-centric products. That’s a lot to keep up with. Books for Product Managers.

Books 80

Books Blog Management Leadership 80

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. We differentiated CHS from CMI this way: Customer Health Score measures the relationship between the vendor and the customer.

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Chief Customer Officer Consulting Measurement Customers 60

CX Journey

DECEMBER 11, 2014

Don’t be weathered by the prep at first, Customer feedback can navigate the worst. Don’t be weathered by the prep at first, Customer feedback can navigate the worst. Chances are, you already have the data just by simply running a voice-of-customer initiative! and “¿Por qué?” Anonymity not a card you can play.

Metrics 62

Metrics B2B Voice of Customer Feedback 62

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. With the rise of popularity in this topic, there are thousands of EX blogs and websites.

Magazine 52

Magazine Employee Experience Leadership Books 52

Qualtrics

OCTOBER 22, 2019

I love promoting growth! At Qualtrics in Customer Success, I partner with our customers to achieve their business outcomes by providing thought leadership and strategic consultation. What attracted you to Qualtrics in the first place, and made you want to join us after you completed your MBA? What does your day look like?

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Consulting Customer Success Leadership Customers 36

Qualtrics

OCTOBER 30, 2019

What attracted you to Qualtrics in the first place, and specifically made you want to join after you’d completed your MBA? Having a large, strategic customer allows for significant exposure upward with Qualtrics leadership. I’ve spent my entire professional career in Chicago & I love the city. Tell us about it!

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Consulting Customer Success Culture Connections 36

CustomerSuccessBox

OCTOBER 31, 2021

Be it a Quarterly Business Reviews(QBR) or an EBR, these have the potential to gain customer trust, encourage them to interact with the company more frequently, and is an opportunity for the firm to identify if the customer is getting the promised value or not. What are the short-term and long-term priorities of the customer?,

Roadmap 52

Roadmap Document Customer Success Measurement 52

Calabrio

JANUARY 12, 2020

It came as no surprise to me when the Minneapolis Saint Paul Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! Here’s what I mean. As CFO, Jenny (of course) was expected to help Calabrio continue its aggressive growth.

Seminar 52

Seminar 2019 Financial 2016 52

Qualtrics

NOVEMBER 22, 2019

I love that in Customer Success I get to continue consulting with customers, helping them close their experience gaps and mature their XM programs. What’s the name of the school you earned your MBA at? What was it about Qualtrics that made you want to join the team after you completed your MBA?

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Customer Success Consulting Leadership Customers 26

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Qualtrics

JUNE 11, 2019

I love selling and I love managing people. I’m at Qualtrics because I love working for people and products I can believe in. I also love winning. It was to be a temporary gig for me before getting an MBA. I fell in love with it and never left. I fell in love with it and never left.

Culture 37

Culture Sales Leadership 2019 37

Quadient

JULY 25, 2022

Every year, the Quadient team, along with our customers, partners, and future customers, eagerly anticipate the updated Aspire Leaderboard. This year’s Leaderboard reflects several major shifts in the industry, with three critical updates that make it easier to plan customer communication transformation projects.

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Marketing Document 2007 2022 95

Calabrio

NOVEMBER 7, 2019

It came as no surprise to me when the Twin Cities Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! As CFO, Jenny (of course) was expected to help Calabrio continue its aggressive growth. The difference?

Financial 40

Financial 2019 Seminar 2016 40

Calabrio

NOVEMBER 8, 2019

It came as no surprise to me when the Minneapolis / St. Paul Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! Here’s what I mean. As CFO, Jenny (of course) was expected to help Calabrio continue its aggressive growth.

Seminar 40

Seminar 2019 Financial 2016 40