Education Services Group

MAY 25, 2018

If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. Skipping the development of a customer journey map. Not introducing ES into every stage of the customer journey. Passing up evaluation points to get feedback from customers.

Education 45

Education Journey mapping outsourcing Upselling 45

delighted

AUGUST 23, 2019

Just start getting some feedback in the easiest, lightest way you can. The most basic components of a customer experience program are: Implementing a process for gathering customer feedback and experience data. Go talk with your customer-facing department leaders (sales, support, customer success, marketing, product, etc.).

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. Finally, he shares with companies that are just getting started what he learned in RICOH Canada’s Customer Experience journey. Everyone sells at the company, and everyone is part of the sales organization.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316