Customer 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…

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CX/CS Metrics To Drive Scale & Efficiency

Our new economy, both before and after our Covid-19 global experience, is more than ever based on digital, hyper-connected, and knowledge-sharing flows of transactional and interactional activities and opportunities.  In this new world, emerging customer experience imperatives are ushering a new generation of service metrics that go way beyond the traditional indicators of customer success. In addition, the use of artificial intelligence (AI) to manage customer service programs is helping companies bolster their relationships with all their various stakeholders: customers,…

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Tips for building a Customer Success Team

By Adrian Brady-Cesana Most small or medium size companies have at least some rudimentary components of Customer Service investments and tools into their organizational systems. And some have truly made significant investments such as in major designs, SaaS software, or automated interactive channels. All such Tools are not only invaluable but often necessary.  And yet,  as I always emphasize – and as I explain extensively in my Book “The Four CX Pillars to Grow your Business Now” – no matter…

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Where Should CX Report In Your Business?

Is where the CX & CS team reports in your business important?  Of course! Especially when it comes to the ability of the CX leader running point on building & managing the CX/CS playbook or roadmap for success. This customer focused business leader will be one of the primary keys or players in your business that spends nearly every single day trying to influence the organization to improve the end-to-end experience + understand what your voice of customer is saying!…

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Four Phases In Designing World Class Employee Experience

Firms rated in the top 25% in terms of employee experience have the best business value, according to researchers from the MIT Center for Information Systems Research, who found that those companies also have higher customer satisfaction rates, are faster and more agile, and are more profitable !  Companies that build positive employee experience enable workers through an adaptive work environment and collective work habits to do the work of today and to re-imagine the work of tomorrow, where the…

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Customer Experience vs. Customer Satisfaction: WTF Is The Difference?

By Adrian Brady-Cesana Both terms and processes are widely used by most industries and business owners to see how well they are fairing among their many and various customers, because they are both powerful tools for any and all types of businesses. These two terms  are sometimes used interchangeably, which is not right because they each fundamentally differ from each other, based on critical defined components, which play a major role in determining the value of each. What is Customer…

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How To Use Text Messaging To Improve Your Customer Experience & Customer Success

SMS Messages (“Short Messages Service”, commonly known as “Texting”) are a way to send text-only messages of up to 160 characters between phones. They have become a regular part of the business messaging environment as a way to communicate with customers and support customer service strategies. Major benefits of SMS Messages over other forms of business communication are the capacity to engage in two-way communication with your customers; reaching your customers anywhere anytime via their mobile devices; enabling you to…

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5 Steps Towards Building Your Customer Experience & Customer Success Strategy

A proven Customer Success Strategy is one that yields significant Results where outcome-based customer interactions proactively drive the customer experience and ultimately increase customer lifetime value (CLV). These five steps are essential building blocks to establish and continuously improve the customer success strategy of your company: FIRST STEP:  Create a FORMAL CHARTER to establish the essential necessity of Customer Success for your company, and to communicate this vision and mission internally and externally the organization. The framework of this Charter…

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5 Ways To Improve Internal Communication With Remote CX & CS Teams

Internal communication is a priority for any and all companies. However, with remote work becoming the norm, the ways that teams keep in touch have changed.  To ensure that customer experience & customer success teams are aligned with the direction of the company, you need to learn how to communicate strategy effectively, and at the same time you need to be supportive of your team that performs its work in a remote environment. Here are five of the best ways…

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Optimizing Your Customer Success Strategy

In this article you will find a bunch of awesome tips and tricks for improving the way that you define what success looks like while building your CSM team. Companies across the world are investing in customer success teams and looking for ways to improve their overall customer experience & employee experience in the process. Checkout this super helpful visual queue for you & your team to talk through together during your next weekly huddle around what the actual definition…

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