Arrows的动态

Imagine the onboarding process as the foundation of a house. Just as a strong foundation supports the entire structure, integrating #CustomerExperience principles into onboarding lays the groundwork for a customer-centric culture. It's like planting seeds in fertile soil; nurturing colleagues during onboarding ensures they help grow flourishing customer relationships, strengthening the organization from within. Sign up for The Weekly Win here to get access to resources such as our podcast and courses, reinforcing continuous learning and development in the field of CX. ?? https://lnkd.in/gup-xVTE

Thoughts this week about "Empathy" from Customer Success podcasts and articles as I search for a job in CS ?? * What really is empathy during the customer experience? - Empathy has become a normal quality associated with Customer Success, but what does it really mean? Let's break it down: The Oxford definition of empathy is "the ability to understand and share the feelings of another." While some may think this points to "the more you intently listen, the better ideas you can come up with to problem solve," this step is just scratching the surface! This is where you can create your own ideas based on your imagination of the customer's problem. As much as you listen, take notes, and say you understand, it is impossible to FEEL it if you have not immersed yourself in the customer experience. Let's take food for example. If your friend is eating a burger telling you how good it is, no matter how they describe the patty, the bun, the condiments, the seasoning or the toppings, the only way you will truly understand how it tastes is if you TRY IT! No auditory detailing will suffice. Unless you are willing to do everything in your power to immerse yourself in your customer's problems, you will not unlock the ideas of empathetic problem solving your customer needs to truly be satisfied. Doing so points back to my post last week. You have to ask bold questions and take action to achieve empathy, otherwise you will strictly be relying on your own imagination. So, are you willing to ask your customer if you can try their burger? ?? My favorite episode I heard this week: The CX Cast, Ep 348: Design For Empathy #customersuccess #cs #empathy

“Customer time comes first. We can’t do our jobs without speaking to customers...If they’re not a priority and you’re a product person, ?????? ???????????????? ???????? ???? ???????????? ???????? ????????????????????.” Listen to Christine Itwaru's candid conversation with Vitally VP of Customer Success Taylor Johnston on episode 4 of Success/ful, and learn how to fine-tune the CS<>Product relationship to drive business value and solve customer pain. https://lnkd.in/gAVJgm25 #CustomerSuccess #Product #collaboration

Have you ever considered creating a user manual for each member of your team? Lindsey Dillon has, and her impressive product marketing background proves she might be on to something. In this episode of Growth@Scale, Lindsey and I break down strategies to deliver product marketing success. This episode is packed with stories, advice for designing customer experiences and thoughts on where product marketing is headed next.? Huge shout out to Lindsey for coming on the pod!? Tune in to listen to the full episode here: https://lnkd.in/g4iFvie2 ??#ProductMarketing #MarketingTips #MarketingStrategy #CustomerFeedback

On this episode of the Customer's First Podcast, I delve into a spirited conversation with Andrea Leigh, a distinguished Change Catalyst and Customer Experience Powerhouse. Andrea’s journey into customer experience began at a young age, rooted in her early retail encounters, where she discovered the profound impact of prioritizing customer care. With over three decades in pharmaceutical sales followed by a significant transition into retail fashion leadership, Andrea shares her insights on the evolution of customer relations and the essential role of emotional connection in crafting superior customer experiences.?? During our chat, we also tackled the critical impact that customer experience has on businesses. Andrea explains that a great customer experience is an indispensable marketing tool and a catalyst for exponential growth in today's experience-driven economy. Conversely, she warns about the fallout from neglecting customer needs, explaining how even a small oversight can tarnish an otherwise stellar interaction and lead to customer loss.??Andrea passionately advocates for leaders to cultivate a company culture that prioritizes customer satisfaction above all else. She highlights the importance of team communication and recommends leveraging friendly competition to boost morale and drive performance. She believes leaders can inspire their teams to consistently deliver exceptional experiences that resonate with customers by celebrating even the smallest victories.?? This episode is a treasure trove of wisdom for anyone looking to enhance their understanding of customer-centric cultures and create the magic that comes with outstanding customer experiences.? ? Andrea's Contact Information: LinkedIn & Facebook: @AndreaLeigh Instagram: @therealandrealeigh ? Tacey’s Contact Information: Website: https://lnkd.in/g8ePRru8? Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! #CustomersFirstPodcast @TaceyAtkinson #CustomerExperience #CustomerCentric #CreatetheMagic #Culture #CustomerLoyalty

All feedback is valuable… but not all feedback is created equal.? Are you designing your? product marketing experience with the customer in mind? Lindsey Dillon joins Matt Widdoes on the latest episode of Growth@Scale to make sense of the wild world of product marketing. Key Takeaways: Understand Your Audience: Research and analysis = Product positioning success Leverage Customer Feedback: Customer feedback = Better product-market fit Iterate Your Approach: ‘Pod’ structure, e.g. = Faster iteration & optimized user experience Lead by Example: Stewardship + empathy + hands-on leadership = Team success Humanize Remote Work: Personal connection + Supportive culture = Productivity ?? ?? #ProductMarketing #MarketingTips #MarketingStrategy #CustomerFeedback

On this episode of the Customer's First Podcast, I delve into a spirited conversation with Andrea Leigh, a distinguished Change Catalyst and Customer Experience Powerhouse. Andrea’s journey into customer experience began at a young age, rooted in her early retail encounters, where she discovered the profound impact of prioritizing customer care. With over three decades in pharmaceutical sales followed by a significant transition into retail fashion leadership, Andrea shares her insights on the evolution of customer relations and the essential role of emotional connection in crafting superior customer experiences.?? During our chat, we also tackled the critical impact that customer experience has on businesses. Andrea explains that a great customer experience is an indispensable marketing tool and a catalyst for exponential growth in today's experience-driven economy. Conversely, she warns about the fallout from neglecting customer needs, explaining how even a small oversight can tarnish an otherwise stellar interaction and lead to customer loss.??Andrea passionately advocates for leaders to cultivate a company culture that prioritizes customer satisfaction above all else. She highlights the importance of team communication and recommends leveraging friendly competition to boost morale and drive performance. She believes leaders can inspire their teams to consistently deliver exceptional experiences that resonate with customers by celebrating even the smallest victories.?? This episode is a treasure trove of wisdom for anyone looking to enhance their understanding of customer-centric cultures and create the magic that comes with outstanding customer experiences.? ? Andrea's Contact Information: LinkedIn & Facebook: @AndreaLeigh Instagram: @therealandrealeigh ? Tacey’s Contact Information: Website: https://lnkd.in/gDaVmJeg? Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic! #CustomersFirstPodcast @TaceyAtkinson #CustomerExperience #CustomerCentric #CreatetheMagic #Culture #CustomerLoyalty

One of the most challenging things about being a customer experience leader? Colleagues are often skeptical. Since the priorities across an organization are so varied, there's usually someone who thinks their work should take precedence over CX efforts. I see this all the time and understand the frustration. Having a clear mission and structured approach helps, but it doesn't make you immune to having to justify your focus on CX. If you're faced with skepticism about CX efforts, remember, if someone asks why we're focusing so much on customer experience, it's because we know it directly impacts overall business success. This comes with the territory, so stay committed and know your efforts are making a significant difference! https://lnkd.in/g_iihc9m

???Reimagining Satisfaction: Crafting Transformational Customer Experiences??? I had the pleasure of being interviewed by Dr. David Gruder on the "Reimagining Humanity's Future and Yours" podcast, where we delved into how businesses are moving beyond mere customer satisfaction. ?? In today’s transformation economy, customers seek experiences that do more than just meet their needs—they want interactions that help them grow and transform their identities. This is where the Admiration Equation and Transformational Customer Experiences (TCX) come into play, turning ordinary customer interactions into catalysts for profound personal change. As businesses, it's crucial to recognize that our roles have evolved. It's no longer enough to offer great products or services; we must design experiences that empower our customers and elevate their future. ?? Listen in to discover how the transformation economy is reshaping customer experiences and why becoming a market leader is no longer optional—it's essential. Let's reimagine satisfaction together! ?? [https://lnkd.in/gVrxTwnv #CustomerExperience #TransformationEconomy #Leadership #Innovation #AdmirationEquation #BusinessGrowth #PodcastInterview #TonyBodoh #DrDavidGruder #CXTransformation David Gruder, PhD, DCEP

?? START. WITH. THE. END. IN. MIND. ?? I just listened to an incredible episode from Alex Turkovic and the #DigitalCX podcast and Greg Rose that every CS/CE/DCS professional should check out: ?? Listen Here : https://lnkd.in/gsP_jbxC ?? The key takeaway? Stop building out programs without understanding the business challenge you're looking to solve. I have this conversation with customers almost daily. Leading Customer Success at Gainsight over our Emerging Products (PX, CC, and CE), I've seen firsthand the importance of starting with the end in mind. Whether you're building scaled digital motions with in-app guides, customer communities, or customer education academies, it's crucial to dig into the business challenges and understand the current landscape. ?? For example: ?? Launching a new Onboarding Learning Path? * Identify the challenges with Onboarding *today*. * Measure the time spent training 1:1, the number of people involved, and the true cost to serve. * Track time decreased in Onboarding and accelerated TTV by monitoring course completion and key milestones pre and post launch. ?? Building a customer community for peer-to-peer support? * Collaborate with your Support team to pinpoint the most common questions and the internal cost per ticket. * Capture ticket volume pre-launch and measure the difference for engaged community members versus non-members. ?? Introducing an in-app product welcome tour? * Analyze the current percentage of users successfully completing key configurations within the first X days. * Post-launch, compare the cohort completing the guided tours to those who did not and measure the impact. BE INTENTIONAL. Start with the end in mind and always ask, "How will we truly measure the impact?" ?? ? How have YOU successfully measured CE, Community, Digital scaled programs? #CustomerSuccess #PodcastRecommendation #BusinessChallenges #Gainsight #CustomerExperience #ProductManagement #DigitalCustomerSuccess #CustomerEducation #PLG #Product #Gainsight #outcomes #SaaS #CustomerCommunities #Community #ROI