Remove Culture Remove Customer Success Remove Leadership
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The Double Agents of CX: Who are they and what do they do?

ECXO

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! It holds significant importance for any business.

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Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand.

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How to Improve Customer Experience: A Step by Step Guide

Lumoa

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

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How to Improve Customer Experience: A Step by Step Guide

Lumoa

At the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product and HR. At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. Cross organizational silos. Found this useful?

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

While it's essential to creating the perfect customer journey, it's only one aspect. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function. In this webinar, you will learn to: Build a customer-centric culture.

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Unlocking Employee Will: Driving Business Transformation and Customer Experience

eglobalis

This article explores the core strategies that align employee motivation with both transformational goals and CX improvements, ensuring sustainable success for businesses. Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals.

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The Real Difference Between Customer Support and Customer Success

Retently

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.