Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience How To Leadership 245

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations.

Sales 156

Sales Customer Experience Innovation Culture 156

ECXO

JUNE 11, 2023

The way to differentiate is through a superior experience rooted in helping customers use products and services to achieve their business goals and overcome their challenges. Buyers are also often seeking a strategic partnership and thought leadership to help them solve their biggest problems. The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Lumoa

MAY 21, 2018

In the new world, that inverts." - Jeff Bezos , CEO at Amazon But hold on in there, marketing doesn't (and shouldn't) manage the whole customer journey alone. Top leadership Top leadership (C-Suite leaders and senior management) should set and communicate a clear customer centric vision, set targets and follow them up.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. Based on the company ‘’mindset’’ and approach. This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Lumoa

JUNE 30, 2022

Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. It creates one main challenge: Are the insights you gain from tickets representative of your customer base? Pick one area and make a change to the customer experience.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 123

Sales Multi-Channel Metrics Feedback 123

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. The purpose is to shift to a simple understanding of the overall success achieved when a company earns customer-driven growth.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sports 103

Sports Sales Strategy Net Promoter Score 103

Customer Bliss

JUNE 8, 2020

. “The great news is that HubSpot was already aligned in unifying all customer facing functions—creating a Flywheel team and hiring a CCO was part of the transition we’re undergoing, so our leadership is already aligned there. To operationalize this vision, we’ve created the ‘Flywheel Staff’ group.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

InMoment XI

JULY 7, 2022

Essentially, brand equity is a measurement of how much customers trust your brand’s product over a generic, which can indicate how much more likely a customer is to pick your product over a generic brand. The better your brand equity, theoretically the better your company will perform in sales and public perception.

Brands 369

Brands How To ROI Social Media 369

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tactics to Transform and Build Customer Experience. What Do You Know Now That You Wish You Knew Then?

Leadership 175

Leadership Culture Government B2B 175

ShepHyken

DECEMBER 9, 2022

And in today’s digital age, customer service is now more important than ever before. So how can you make sure that your customer journey is aligned with your brand expectations? And more importantly, how can you ensure that it’s not costing you sales? What do customers expect from contact centers? .

Customer Journeys 125

Customer Journeys Brands Sales Contact Center 125

Customer Bliss

SEPTEMBER 12, 2017

Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . Episode Overview. About Rachael. Always remember that.

B2B 0

B2B Leadership Data Technology 0

Retently

MARCH 17, 2025

Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Useful for leadership, c-suite, stakeholders , and annual strategy meetings. The result?

Report 90

Report How To Effort Score NPS 90

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Positive, encouraging, and likeable leadership is critical. Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Positive, encouraging, and likeable leadership is critical. Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

ChurnZero

OCTOBER 10, 2024

As a discipline that’s shifting from new to established, customer success is facing some interesting headwinds right now. This is pretty universal, but the new Customer Success Leadership Study found that two-thirds of CS teams’ purchasing is delayed by three months or longer. So quick PSA: you must segment your customer base!

Customer Success 52

Customer Success Leadership Study Metrics 52

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Training 85

Training Sales Strategy Study 85

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. Are you focused on customer service, product improvement, marketing effectiveness, or all three? Who needs access to insights—product teams, marketing, customer service, leadership? List where you already collect customer feedback (e.g.,

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . Beloved companies do a set of deliberate things to be the kind of company that customers want to be a part of, and employees can’t wait to be a part of.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 4. Management and Leadership Interactions. Extend these observations to the company’s leadership team.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Comm100

SEPTEMBER 28, 2021

In the second part of digital transformation journey , we looked at five strategies for boosting success in a customer service transformation. That included tips on how to engage with leadership, collect feedback from your organization, and communicate change. In addition, our sales team loves it.

Customer Service 246

Customer Service Chatbots Banking B2C 246

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Gainsight

DECEMBER 18, 2024

Your Sales team has just closed a major deal. Your Sales team rings the gong, and CRM lights up with the detailscontact information, deal value, and the goals your new customer hopes to achieve. The baton gets passed to Professional Services and Customer Success. Its a moment of celebration. But now what?

CRM 52

CRM Customer Journeys Sales Customer relationships 52

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Sales 71

Sales Customer Success Leadership Communication 71

Experience Investigators by 360Connext

AUGUST 26, 2020

But as anyone who’s been doing this work knows, customer experience requires so much more than great intentions. In practice, customer experience is messy and complicated: It requires leadership, vision, and strategy. Related: To Master Customer Experience Strategy, Master CX Mindset. Confirm your leadership goals.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Customer Bliss

MARCH 28, 2018

Business to Business Customer Experience Leadership with Tabitha Dunn. Tabitha Dunn is the vice president of customer experience at SAP Concur and on the Board of Directors for the CXPA. I would have advised leadership to get things done by a basic block and tackle structure. CX #CustExp Click To Tweet.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. They may end up losing a lot of customers, and thereby, revenue opportunities.

Strategy 152

Strategy Self Service Customer Journeys B2B 152

Totango

FEBRUARY 12, 2025

The good news is that today, more businesses and boards understand how business-critical it is to have a strategy and system for managing your customer base with the sole purpose of getting them to hit their goals. For the larger customer success community, the rebrand reinforces Totangos leadership in the enterprise CS space.

Brands 62

Brands Customer Success Roadmap Innovation 62

Kristina Evey

JUNE 12, 2018

. “Flavor of the Month” – Somebody in Leadership has a great idea that we’ll focus on for about a month until it loses steam and then we start another project. The way you engage and work with them before, during, and after the sale is the entire. Do it right, and your customer will never think of leaving you.

Customer Experience 120

Customer Experience Leadership Advertising Customers 120

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260