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Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.

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How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Beyond Philosophy

Whether the “touch” is by paper, by a human being or by electronic or mobile means, organizations must offer consistent, seamless and positive experiences for customers. Service, especially, is often a major differentiator and lever for either customer advocacy or, if done grudgingly or poorly, customer defection.

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CX Initiatives: What if Employees Are Not On Board?

Beyond Philosophy

HR execs and consultants would say that what is needed is a higher level of employee engagement. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Reversing the Momentum of Dysfunctional Customer Information: Three Benefits of a Customer-Centric Approach to Data.

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Top 10 Customer Success blogs to start reading today

CustomerSuccessBox

Role of Customer Success Manager in a SaaS Company. 10 Customer Success KPIs. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth.

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“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”, Like the “So what?”

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The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

At the peak of the Hierarchy pyramid is a set of 2 emotions – Happy and Pleased – defined as the Advocacy Cluster. For my key example of practical creation of customer advocacy, I’m reprising material on my exposure to lagniappe, and what it can do for any company, irrespective of size, industry, or location.

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Top Customer Success Leaders to follow in 2022

CustomerSuccessBox

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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