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Focus on the Experience, and the Numbers Will Come – ALWAYS
When you focus on moving the needle on your customer experience metrics, you do things differently and you do different things than when you focus on improving the experience, which ultimately leads to moving needle.
5 Things Everyone Gets Wrong About Customer Service
Customer service is an important part of not only the customer experience but also the success of a business. Get it wrong and a lot of other pieces of the customer experience and the customer relationship with your brand might (will) fall apart. There are more than five things that everyone gets wrong about customer service, but here are five that you should take into account as you think about the customer service your company offers.
The Key to a Great Customer Experience is Collaboration
To meet customer expectations, everyone in the organization must be open and able to work together to deliver the experience. Specifically, conversations, information, and data must flow freely across teams and departments. Cross-functional collaboration is well-established, supported, and encouraged within and across the organization. But that doesn’t just happen on its own.
The State of CX: Fall 2021
It’s that time of the year again when folks are looking for predictions about what customer experience will look like next year and beyond. I find it more interesting to reflect on this year as a follow-up to the shitshow that was known as 2020. What did brands learn last year? What are they doing differently this year? Will it stick going into the future? (That’s where the real trends and predictions lie.)
From Sales-Centric to Customer-Centric: Three Critical Steps
I was recently asked for some tips on how to get a sales team that is focused on quotas and their quarterly/yearly targets to to take more care and responsibility when it comes to the customer and the customer experience. In this post, I give you three things to consider in order to make this shift happen.
Evolving Your Customer Success Approach
Customer Success’ role is to ensure that customers receive the value they expect – and achieve their desired outcomes – as a result of using your products. But you’ve got too many accounts and not enough CSMs or not enough hours in the day for the CSMs that you do have. (You can only hire so many CSMs, right?) How do you solve for this? How do you evolve your approach? How do you scale Customer Success?
Prioritization and Decision-Making Tools: A Deliberate 7-Step Decision-Making Checklist
Today I’m sharing another decision-making tool I uncovered recently. It’s a deliberate decision-making checklist, which consists of seven questions. Great questions that ensure smart decision making and alignment.
Prioritization and Decision-Making Tools: The RICE Scoring Model
As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made. Here’s another tool to help you with that.
CX Journey™ Musings: Values Create Value
Culture is a driving force in creating value for customers and for the business. Yes, values do create value.
What’s Impeding Change In Your Business?
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together?