Customer Experience is an overarching commitment within any company, and is the most critical investment to ensure any company’s future success. Customer Experience, however, is based and relies on a number of vital components, strategies, and activities that require working harmoniously in support of each other to achieve the ultimate goal of a successful customer experience. Customer Support and Customer Success are two of the most vital strategies, components, and organizational systems that contribute to the overall Customer Experience. They…
Read MoreAdrian Brady Cesana
164: CXChronicles Podcast 164 with Will Haire, CEO & Founder at BellaVix
Hey CX Nation, In episode #164 of The CXChronicles Podcast we welcomed Will Haire, CEO & Founder at BellaVix based in Cary, North Carolina. BellaVix is a marketplace management agency helping retail brands systematically multiply sales and achieve category domination with the aim to grow sales on Amazon and Walmart. In this episode Will and Adrian chat through how BellaVix tackles The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have…
Read More163: CXChronicles Podcast 163 with Nick Francis, Co-Founder & CEO at Help Scout
Hey CX Nation, In episode #163 of The CXChronicles Podcast we welcomed Nick Francis, Co-Founder & CEO at Help Scout based in Boston, MA. Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place. The customer experience is simple and training staff is painless, but Help Scout has all the powerful features that you need to provide great…
Read MoreCustomer Focused CEOs To Pay Attention To
In an increasingly digital world, it’s never been more important for brands to provide customer-centric experiences. It’s not enough to have a good product. How customers are able to use it is just as vital. Modern customers expect convenience, efficiency, and that brands listen to them. Without an effective feedback loop, products are changed without a true idea of whether it’s what customers want or need. However, being able to utilize digital technology so as to adapt your CX to…
Read More6 Ways To Increase Your Customer Life-Time Value
The way that a brand goes about calculating and improving the value of its retained customers can make a big difference in how its repeat clientele impacts its bottom line. WHAT IS CUSTOMER LIFETIME VALUE? (CLV) It simply is the total financial value or worth of a customer to a business over the entire length of their relationship. That is why this Value is at the basis of the classical business concept that retaining a customer is significantly more valuable…
Read More162: CXChronicles Podcast 162 with Tony Sternberg, Co-Founder and CEO at ProsperStack
Hey CX Nation, In episode #162 of The CXChronicles Podcast we welcomed Tony Sternberg, Co-Founder and CEO at ProsperStack based in Minneapolis, MN. ProsperStack is the drop-in cancellation flow that prevents churn and helps you understand why subscribers leave, so you can make informed product, pricing and remarketing decisions. Reduce churn by presenting special offers tailored to the specific reasons customers are leaving. Use those same offers to recapture lost revenue from past cancellations. In this episode Tony and Adrian…
Read More161: CXChronicles Podcast 161 with James Dodkins
Hey CX Nation, In episode #161 of The CXChronicles Podcast we welcomed James Dodkins from Pega Systems & Rockstar CX based in Solihull, England & Cambridge, MA. Pega delivers innovative software that crushes business complexity. From increasing customer lifetime value to streamlining service, to boosting efficiency, Pega helps the world’s leading brands solve problems fast and transform their customer's business for tomorrow. James has written books, delivered speeches & consulted across the world with amazing companies helping other customer focused…
Read More160: CXChronicles Podcast 160 with Lisa Marie Fortier, Senior Vice President at Engine Insights
Hey CX Nation, In episode #160 of The CXChronicles Podcast we welcomed Lisa Marie Fortier, Senior Vice President at Engine Insights based in St.Paul, Minnesota. ENGINE Insights is the research and analytics division of ENGINE, a global, full-service media and marketing services company. In this episode Lisa Marie and Adrian chat through The Four CX Pillars: Team, Tools, Process & Feedback + share some of the tips & tricks that have worked for the team over at Engine Insights as…
Read MoreCustomer Centric Leadership Is The New Growth Indicator To Invest In
A newly researched Customer Experience Maturity Scale finds that companies that are using best practices in customer service and support, drive dramatically better success and agility outcomes, especially following the impact of Covid-19 pandemic. This global study, initiated by Zendesk Inc. in partnership with Enterprise Strategy Group found a clear link between organizations investing in CX, with more mature customer experience capabilities, and improved business success in areas such as market share, increased customer spend, and pivoting processes over the…
Read More159: CXChronicles Podcast 159 with Ugis Balmarks, Founder & Managing Director at RecruiterMill
Hey CX Nation, In episode #159 of The CXChronicles Podcast we welcomed Ugis Balmarks, Founder & Managing Director @ RecruiterMill based in Riga, Latvia. Recruiter Mill helps online businesses hire A-players. Ugis and his team help their clients with one of the most paramount activities within building any business. Finding, onboarding & retaining awesome employees to manage your customers & processes as you scale. In this episode we focus on team building & ideas for how your business can optimize…
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