Customer success is more than just a buzzword, and Guy Nirpaz, the CEO and founder of Totango, and author of Farm Don’t Hunt: The Definitive Guide to Customer Success, talks to us about how to realistically integrate customer success into customer experience.
As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. Here are three behaviors you need in order to prove your commitment to customer-driven growth.
Jennifer Severns, Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.
Make-mom-proud companies stay in touch and keep customers out of the dark during times of disruption. They give customers peace of mind that they are working on their behalf.
Whether you’re currently a CCO, looking to become a CCO, or a C-Suite leader who manages customer relations within your organization, there are a few key principles and ideas that you should be familiar with if you want to be successful.
In order for customer experience to be considered a core competency of the business—one as important as product development, finance, marketing, or sales—CX needs to be built and honed as a skill.
In this insightful episode, Leslie McNamara and I chat about team development and the importance of getting your house in order to bring the utmost value to your clients and partners.
When you put customers in a hole, service-wise, do you dig them out? You should. In today’s video, I discuss the importance of making it simple and straight-forward for your customers to get the service they need.
The CCO of the Berkshire Museum chats with me about the strategies they developed to improve the CX, EX, and flow of the museum. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).
I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Download the report and find more great CX stats and insights.