Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Most brands and corporations get by on transactional approaches to customer relationships. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

Customer Experience 391

Customer Experience Consulting Consulting Customer emotions 391

ijgolding

AUGUST 9, 2016

I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. I am incredibly fortunate to come in to contact with – and be exposed to – a whole wealth of brilliant people who are constantly creating new, innovative ways of influencing organisations to focus on the customer. You can read all about it in their book – The Customer Culture Imperative.

Benchmark 56

Benchmark Consulting Consulting Customer Experience 56

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. But how do you measure the effectiveness of your customer success team and their playbooks? Customer Financial Metrics. Customer Health Metrics.

Metrics 59

Metrics Upselling Customer advocacy Accountability 59

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? While these last two important questions may never resolve, the role of employees in leveraging customer loyalty behavior is far simpler to understand. We’re not saying choose your people over your customers. Blogs Customer Experience

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

SEPTEMBER 13, 2016

It must also be recognized that people and processes in a business model, representing ‘inside-out’ advocacy creation with customers and ambassadorship with employees, are a priority before effective word-of-mouth initiatives can, or should, be launched. It’s about hiring the most customer sensitive, proactive staff, training them to be customer focused, and making customer processes as friendly as possible. Blogs Customer Experience

B2C 341

B2C Wireless B2B Customer advocacy 341

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Build a profitable customer experience.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Accountability Customer advocacy 98

Beyond Philosophy

DECEMBER 20, 2017

The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers. What I witnessed was a manager brow-beating a check-out clerk in front of customers because he only had one promotional button on his shirt. Social Customer Service: The Savior to a Successful Omni-Channel Strategy.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Consulting Journey mapping 115

Beyond Philosophy

NOVEMBER 28, 2017

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. We recognize that the perception of value can be compromised at any stage of a customer’s life and in any element of the customer experience. Blogs Customer Experience

B2C 207

B2C Banking B2B Customer advocacy 207

Beyond Philosophy

MARCH 19, 2015

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.”, Just as satisfaction has little proven connection to customer behavior, employee engagement was not designed to drive customer behavior.

Employee engagement 261

Employee engagement Consulting Consulting Customer advocacy 261

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. My fascination with the ‘customer interface’ was born!

Finance 105

Finance Customer advocacy Customer centricity Consulting 105

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Staci Satterwhite, Chief Customer Officer, Khoros. Ken Ewell, (First) Chief Customer Officer, SurveyMonkey.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity SaaS 98

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.

SaaS 52

SaaS Coaching Customer advocacy B2B 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

CRM 66

CRM Customer Care Customer Experience Complaint resolution 66

ProProfs Blog

OCTOBER 31, 2018

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. What is Customer Experience Marketing and Why Is It Important? Customer experience marketing refers to strategies that focus on and improve your customers’ experiences with you. When done right, you can increase satisfaction, loyalty, and advocacy.

Marketing 160

Marketing Customer Experience Airlines Entertainment 160

SmartKarrot

NOVEMBER 20, 2020

Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization. Lead initiatives that continue to improve internal processes and systems for the Customer Success team.

Coaching 10

Coaching Government Customer advocacy Sales 10

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. But how do you measure the effectiveness of your customer success team and their playbooks? Customer Financial Metrics. Customer Health Metrics.

Metrics 52

Metrics Customer advocacy Accountability Customer centricity 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. But how do you measure the effectiveness of your customer success team and their playbooks? Customer Financial Metrics. Customer Health Metrics.

Metrics 52

Metrics Customer advocacy Accountability Customer centricity 52

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle. Prove yourself first, and that will ultimately improve the customer experience. Both are needed in customer experience management in order to produce sustained growth.

B2B 83

B2B Customer Experience Customer advocacy Strategic Value 83

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages of purchasing a product, to onboarding and through expansion and renewal opportunities.

Marketing 50

Marketing Customer Experience B2C Surveys 50

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. Customer Success Around the Web.

Chief Customer Officer 53

Chief Customer Officer SaaS Education B2C 53

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand.

Surveys 71

Surveys Management Journey mapping Marketing 71

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. How to Measure Customer Retention Rate. Re-Engage Customers.

Customer retention 62

Customer retention Brand ambassadors B2C Customer advocacy 62

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack .

Chief Customer Officer 80

Chief Customer Officer Sales SaaS Customer advocacy 80

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be

SaaS 52

SaaS Chief Customer Officer Education Metrics 52

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success.

Coaching 21

Coaching SaaS Chief Customer Officer Consulting 21

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. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Customers are nothing but normal people like us.

Chief Customer Officer 19

Chief Customer Officer SaaS B2B Coaching 19

SmartKarrot

DECEMBER 22, 2020

Role: VP, Customer Success Location: San Francisco Bay Area, US Organization: NexHealth As a VP of Customer Success, you will inspire, recruit, and develop top talent Customer Success team leaders and members who bring a customer-centric view to their everyday roles.

Accountability 10

Accountability Customer advocacy Coaching Engineering 10

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. Best Customer Success Certifications 2021.

SaaS 17

SaaS Management Best practices Accountability 17

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. In addition, even companies that considered themselves good at measuring customer experiences indicated that they had “blind spots” due to non-inclusion of such groups as new customers (39%), long-term customers who had not made a recent purchase (35%), and defected customers (16%).

Metrics 150

Metrics Customer Experience Consulting Consulting 150