Sun.Nov 03, 2024

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Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results

eglobalis

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others. While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies.

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Preparing for Peak Season: A Strategic Approach to Customer Service Excellence

Execs In The Know

As we gear up for another exciting holiday season at Michael Kors, I wanted to share our comprehensive strategy for delivering exceptional customer service during our busiest time of the year. Peak season brings both opportunities and challenges, and I’m proud to outline how we’re positioning ourselves for success. Strengthening Our Workforce One of our primary focuses this year has been ensuring we have the right people in the right places.

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Meetings as a Customer Success Metric: The Misguided Path

SixteenVentures

Meetings as a Value Metric:Too often, we mistakenly equate the number of meetings with the value we’re providing to the customer. The assumption is that more meetings equal more engagement, and thus more value. However, this approach is fundamentally flawed. Value isn’t derived from the frequency of meetings; it’s derived from the outcomes those meetings […] The post Meetings as a Customer Success Metric: The Misguided Path appeared first on Customer-centric Growth by Lincoln Murphy.

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Empowering Employees for Innovation, Product Excellence, and Growth

ECXO

All images by ECXO.LTD (European Customer Experience Organization), created with DALL-E. All rights reserved. Empowering Employees for Innovation, Product Excellence, and Growth Source article and inspiration drawn from the following resources: [link] Introduction: The Transformative Power of Empowered Employees on Innovation In the rapidly evolving business world, innovation isn’t a choice—it’s a requirement.

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From Start to Scale: Driving Growth Through Seamless Payments Implementation

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

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The True Cost of Meetings in Customer Success Management

SixteenVentures

Meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we fully understood the financial and strategic impact of meetings, we would likely conduct far fewer unproductive ones. There are three key types of costs associated with meetings: Direct Cost, Opportunity Cost, and Prioritization Cost.

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