Customer Think
JULY 27, 2024
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term “The Golden Rules of CX.” Golden rules represent essential guidelines crucial for achieving success either broadly or within a specific endeavor. This is the first of a three-part series on nine golden rules for CX Success.
ECXO
JULY 30, 2024
The Heartbeat of a Customer-Centric Organization – Part 2 In the first part of this article, we talked about Servant Leadership, its core principles, and the positive impact it can have on the organization. If you haven’t seen it, you can check it out here ( The Heartbeat of a Customer-Centric Organization – Part 1 ). In Part 2, we’ll delve into self-awareness and situational awareness as crucial elements for servant leaders.
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Adrian Swinscoe
JULY 27, 2024
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Prioritizing employee engagement and satisfaction is a critical goal for organizational prosperity. […] The post Employee expectations around rewards are changing – Businesses need to change with them first appeared on Adrian Swinscoe.
Totango
JULY 31, 2024
“In a PLG motion… you’re helping people to use the product more effectively, and ultimately, to upgrade to a paid experience. [In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.
Speaker: Jennifer Wright and Nick Barron
Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.
Customer Think
JULY 30, 2024
In the wake of recent large-scale IT outages, including those affecting CrowdStrike, the importance of maintaining active customer feedback programs during crises has become starkly evident. While the chaos of such events presents significant challenges, it also offers crucial lessons on the value of real-time customer insights, empathetic communication, and continuous engagement.
Beyond Philosophy
AUGUST 2, 2024
Colin has a bone to pick. No, it’s not with cable providers this time. It’s with the tradespeople involved in his latest home reno project. They are living up to the poor reputation that precedes them, and he has a list of complaints. Key problems included inaccurate pricing, disdain for previous workers’ efforts, lack of collaboration, excessive use of jargon, and poor time management.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
JULY 31, 2024
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, this week, I encourage you to remind yourself and your colleagues of this: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service.
Customer Think
JULY 27, 2024
Customer satisfaction during the holiday season relies heavily on the speed and efficiency of your order fulfillment. Warehouse operations play a pivotal role in this process. To prepare your ecommerce business for your best holiday season yet, analyze the following fulfillment and warehouse metrics.
Execs In The Know
AUGUST 1, 2024
Prepare to unleash your competitive spirit at our highly anticipated Swing Against Stigma Charity Pickleball Tournament during the Customer Response Summit (CRS) on Monday, September 23, 2024. Whether you’re a seasoned player or a complete novice, this event guarantees a day filled with fun, friendly competition, and meaningful connections. Not only will you be engaging in a thrilling game of pickleball, but your participation will also support a noble cause.
Adrian Swinscoe
JULY 27, 2024
This is a guest post by David Banaghan who is the Interim CEO at Occupop. When it comes to a productive business, happy and healthy […] The post Could introducing Mental Health Days help your business support employee wellbeing? first appeared on Adrian Swinscoe.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
Join Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms for an informational webinar about how to select the ideal payments provider for your platform! This session highlights the 7 key criteria for assessing payments partners and maximizing the value of your investment. From evaluating technology and business development programs to understanding support and compliance, this webinar will equip you with a comprehensive evaluation framework and strategy for
The DiJulius Group
AUGUST 2, 2024
Customer Experience is at an All-Time Low – I don’t think this is shocking to anyone today. According to Forrester’s US Customer Experience Index (CX Index™) rankings report, CX quality among brands in the US has plummeted to an all-time low, marking a decline for the third consecutive year. Only 3% of companies are now. Read Full Article The post New Leader Training / Vanguard, Spirit & Frontier Struggling Due to Horrible CX / You Can’t Make Experience Irrelevant / Southwest Airlines Ditch
Customer Think
JULY 30, 2024
Customer relationships are the cornerstone of success. Managing the relationships effectively can make or break a company. This is where Customer Relationship Management (CRM) systems come into play. A CRM is a web based software that streamlines your interactions with customers, automates processes, and provides valuable insights.
Zonka Feedback
AUGUST 2, 2024
Patient satisfaction is at the heart of successful healthcare delivery. With the rise of patient-centric care, healthcare providers are striving to not only treat illnesses but also to ensure that their patients feel valued, heard, and cared for. Satisfied patients are more likely to trust their healthcare providers, follow medical advice, and return for future care.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the […] The post Making in-store grocery shopping fun and going viral on TikTok – Interview with David McIntosh of Instacart first appeared on Adrian Swinscoe.
Speaker: Jamie Bernard
Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.
The DiJulius Group
JULY 28, 2024
*The following excerpt about tearing down silos, is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Tearing Down Silos and Creating World-Class Teamwork Picture yourself in this situation: You are not feeling well, your chest is feeling tight and knotted, and your breathing feels off.
Customer Think
AUGUST 1, 2024
Customer Experience Showdown: Unpacking Why the USA Leads Over Europe, the UK, and the Rest of the World Article source: [link] Introduction Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success.
Zonka Feedback
JULY 31, 2024
In today's rapidly evolving healthcare landscape, patient experience is more critical than ever. Did you know that hospitals with high patient satisfaction scores experience a 50% higher net margin compared to those with lower scores? This statistic, reported by the Harvard Business Review, highlights just how vital it is for healthcare providers to prioritize patient experience.
Adrian Swinscoe
JULY 27, 2024
Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […] The post The limiting factor to achieving personalized experiences at scale first appeared on Adrian Swinscoe.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
The DiJulius Group
JULY 28, 2024
*The following excerpt about tearing down silos, is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Tearing Down Silos and Creating World-Class Teamwork Picture yourself in this situation: You are not feeling well, your chest is feeling tight and knotted, and your breathing feels off.
Customer Think
AUGUST 1, 2024
One of the most profound developments in B2B marketing of the past two decades has been the emergence of empowered and independent buyers. When I launched this blog in 2010, my second post was about “The Age of the Self-Directed Buyer.
Zonka Feedback
JULY 31, 2024
The world of customer experience is ever-evolving, and staying ahead requires more than just understanding trends—it demands active engagement with the leading minds in the industry. Imagine your last pivotal decision. Was it made in isolation, or was it influenced by a breakthrough idea at a conference? This blog dives into the top CX events in the United States, perfect for CXOs and CEOs seeking to refine their strategies.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las […] The post Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB first appeared on Adrian Swinscoe.
Speaker: Shaunna Bruton, Danielle Wyllie, and Kailey Holmes
Say goodbye to one-size-fits-all retail, and say hello to experiences that keep your customers coming back for more! Customer loyalty isn’t just earned - it’s cultivated through meaningful engagement with the help of data. This webinar will take you behind the scenes of how top retailers turn customer data into personalized experiences that drive engagement and retention.
Experience Investigators
JULY 30, 2024
Want to turn your organization into a customer experience powerhouse? Join us on Experience Action as we unpack the secrets to making CX a top priority. Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. From crafting a compelling CX mission statement to using storytelling to convey customer feedback, get actionable advice that will help transform you into an effective CX
Customer Think
JULY 31, 2024
I recently conducted 30 in-depth interviews with user teams of major companies paying $1-6 million annually for a software service supporting a critical internal operation. While the vendor was a leader in its field, focusing intensely on customer experience, 2/3 of clients were ambivalent about the relationship.
Zonka Feedback
JULY 29, 2024
Did you know that 82% of patients say that the quality of customer service is the most important factor they consider when choosing a healthcare provider? In today’s healthcare environment, patient feedback is more than just a metric; it’s a critical component that influences the overall quality of care, patient satisfaction, and trust. By capturing and acting on patient feedback, healthcare providers can identify areas for improvement, enhance patient experiences, and ultimately deliver better
Adrian Swinscoe
JULY 27, 2024
This is a guest post by Jeremy Yancey, the Head of Content at Tability. Meeting customer expectations alone is no longer enough for businesses to succeed. […] The post How to exceed customer expectations using OKRs first appeared on Adrian Swinscoe.
Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms
Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.
SurveySensum
AUGUST 2, 2024
Want to keep a finger on the pulse of customer satisfaction? NPS can do it for you. Calculating the NPS score is not just about crunching numbers – it’s about understanding how your customers truly feel about your product, service, and overall brand. In fact, more than two-thirds of Fortune 1000 companies use NPS as a key metric to gauge the quality of their customer experience.
Customer Think
AUGUST 1, 2024
The traditional contact center model is evolving into something more advanced: agentless contact centers. Powered by artificial intelligence (AI) and automation, these centers are revolutionizing customer service by providing efficient, cost-effective, and personalized experiences. So, is AI coming for the job? Yes, it’s here.
Zonka Feedback
AUGUST 2, 2024
Patient satisfaction is at the heart of successful healthcare delivery. With the rise of patient-centric care, healthcare providers are striving to not only treat illnesses but also to ensure that their patients feel valued, heard, and cared for. Satisfied patients are more likely to trust their healthcare providers, follow medical advice, and return for future care.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe.
Speaker: Conrado Morlan
In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.
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