14 Ways To Improve Your Employee Experience or EX

Study after study has proven that the most successful companies put as much effort into creating a workplace environment where employees feel safe, happy and motivated as they do into attracting long-term clients and customers. When employees enjoy their jobs, they arrive at work each day feeling energized and driven to share their best ideas and perform to the best of their abilities.  Here are 14 critical ways to improve your company’s employee experience, which will ultimately boost retention rates…

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Customer 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…

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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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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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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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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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Customer Success Managers On The Rise

When a business buyer makes an initial purchase from a seller, it’s only the start of the value exchange between the two. Most of the mutual value accrues over time as the customer benefits and both continues and expands purchasing. Consequently, more companies are shifting responsibility for ongoing customer care and growth from an account manager to a customer success manager (CSM). The CSM title was almost unheard of a decade ago. But, in a 2019 survey of high-tech companies…

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Where Does Your CX Team Fall In Your Organizational Chart?

Instead of only talking about reporting structure, these 10 questions can help design the role today for the successes of tomorrow. As in any leadership role in an organization, having defined job responsibilities (check out the CXPA Guide to Job Descriptions); clearly defined objectives that are SMART ( specific, measurable, attainable, relevant, and time-bound) and the support of colleagues and leaders across the organization to achieve real change are imperatives to ensuring the success of CX professional. The sad truth…

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