Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. Apart from being an author, Kerry is also a renowned speaker and an insightful coach. He educates about the transformative power of customer success to his clients. He has worked with and coached senior managers at leading brands in North America.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ChurnZero

MAY 3, 2022

1: SuccessHACKER SuccessHACKER is a CS advisory firm with a mission to inspire, educate and empower the people who power the CS economy. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

JustCall

MARCH 8, 2023

Annette Franz Founder and CEO, CX Journey Inc. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Here are 11 trailblazing women in CX you should start following in 2023: 1. Follow Jeanne on LinkedIn 6. Follow Sue on LinkedIn 7.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CSM Magazine

JULY 7, 2022

In addition to aligning with customer and employee needs (based on results from persona development, customer journey mapping, and other articulation tools), your TX should also drive growth while reducing costs. Kate focuses on coaching and educating across the design process. About the Author.

Journey mapping 59

Journey mapping Employee engagement Feedback Metrics 59

ChurnZero

APRIL 1, 2022

One executive coach even named the nag inside her head to make it easier to talk back. “I Lastly, if you’re questioning your qualifications for speaking up and offering help, Sharon offers this reassurance: “While I may not be a professional therapist or coach, I am an expert in my own experience. Angie might say, ‘Wow.

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

Integrity Solutions

JULY 25, 2023

Instead, focus on helping customers migrate and educating them on the new technology, and reward employees who redirect customers to digital channels. Investing in areas like robust onboarding, consistent coaching, issue resolution training and customer journey mapping is only going to become more critical going forward.

Banking 72

Banking Coaching Sales Employee engagement 72

ChurnZero

JANUARY 4, 2024

“I’m calling it now,” says CS management coach Ryan Johansen. Instead, educate and enable customers with a one-to-many approach. Hiring fractional experts has been a common practice in other industries for decades; in 2024, CS teams will embrace this workforce model in scale while remaining cost-conscious.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

CX Accelerator

JULY 17, 2018

must be both a cheerleader and a coach, being forthcoming with praise while also recognizing that in delivering great CX, there is always room for improvement.We must care for our customers not just because it results in profit for our businesses, but also because it’s simply the right thing to do.

Customer Experience 140

Customer Experience Journey mapping Contact Center Customer emotions 140

Nicereply

MARCH 23, 2021

In creating a customer-centric business, journey mapping can be a great tool, but even the language we use to name the stages of the #CX journey should reflect the customer's point of view! Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title).

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Education Services Group

FEBRUARY 16, 2022

You will need to be their coach because this orientation will inevitably force them to confront their own organizational challenges as they set about to retool and reorient the way their individual teams operate.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

Education Services Group

JULY 21, 2022

We gave them their own view of their customers and we assigned them a Partner Success Manager who acted as their coach. Then, from specific modeling and strategies, I would map out who are the types of partners that you are wanting to bring in, and what type of implementation projects are they doing?

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Management 52

Customer Guru

DECEMBER 13, 2017

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM). What will I do?

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Balto

SEPTEMBER 12, 2023

Educating your agents about the importance of a customer-centric approach and how their actions can affect the customer experience is essential. Create a customer journey map and involve relevant departments and stakeholders. Assign a single leader responsible for your CZ program’s implementation and success.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Call Experts

DECEMBER 12, 2019

To make sure each of our clients gets the most out of their marketing budgets, we make sure our dedicated agents are fully educated to offer support and prepared to optimize interactions for revenue. Our team listens and coaches so that our Experts can focus on picking up customer calls quickly and with high quality in all engagements.

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

MARCH 8, 2022

An exceptional thought leader and a brilliant coach to thousands of executives, Allison Pickens, is a leading expert on recurring revenue growth. Annette Franz is the Founder and CEO of CX Journey Inc. to career growth through individual coaching and mentoring. Allison Pickens. Annette Franz. Daphne Lopes. Emilia D’Anzica.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

FEBRUARY 25, 2021

Be the coach and leader for the implementation of new and improved CS initiatives across the CS team, including onboarding, adoption, expansion as defined in the customer journey map. Achieve specific targets for retention, expansion, and other key revenue targets.

Journey mapping 10

Journey mapping Finance Customer retention Upselling 10

SmartKarrot

MARCH 26, 2021

Hire, develop, and retain exceptional talent – including coaching team members on incremental lift studies, developing reporting practices, and creating a training curriculum to enhance the team’s skills. Actively prevent churn by building a Success Journey Map with the customer and taking relevant actions to ensure their success.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Practice customer journey mapping to see where in their journey your customers are coming across friction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40