MasteryCX的动态

New episode alert: How Customer Success Can Transform Your Go-To-Market Approach In our latest "Spotlight Podcast by CS in Focus" episode, we dive deep into CS with Peter Armaly, Author of Mastering Customer Success, and co-host Elizabeth Italiano from What Not To Do. Here are some powerful takeaways: ?? Building the Flywheel: Peter's co-written article with @Dan Sperring discusses how CS can drive a holistic go-to-market strategy. It’s about integrating CS with sales, marketing, and product teams to create a sustainable growth flywheel. ?? Evolving CS Roles: CS teams must adapt their strategies to align with the dynamic business world, ensuring they contribute strategically to company goals. ?? Proving Value: CS needs to continuously prove its value by demonstrating how its insights can enhance product development and business strategies. ?? Leadership & Accountability: Effective CS leadership involves close collaboration with product teams and a deep understanding of customer interactions. CS leaders must embrace revenue and growth accountability, proving their essential role in the company's success. ----------------- ?? Key Takeaways for CS Leaders: - Build Cross-Functional Relationships: Understand the needs of product and sales teams. - Continuous Education: Educate the organization on the strategic value of CS. - Measure Impact: Implement metrics showcasing CS's impact on revenue and retention. - Stay Agile: Adapt to changes and lead with innovative strategies. ?? Peter's Challenge to CS: “Customer Success needs to take on more responsibility. Embrace the complexity of NRR, prove your value, and lead the charge in driving business growth.” ?? Tune in to the full episode: Spotify https://lnkd.in/gsS8nH7c Apple Podcast https://lnkd.in/gq6EKmiV

So, Raymie Corpuel and I are doing a thing! Our first episode is live. This is the culmination of 6+ months of prep and, in reality, over a decade of conversations we've had about our shared passion for Customer Experience, Customer Success, and all things CX.

?? I've been researching more ways to learn about CS and came across this list. ?? If you enjoy podcasts and learning about CS, this could be for you. ?If you've listened to any of them, or if you have any other suggestions, let me know your thoughts.

Lessons from Guests: 3 Keys from a CX Expert - with author Jon Picoult In this week’s Trusted Guide Newsletter, I’ll share 3 keys to up your CX game from my interview with Jon Picoult, the author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees Into Lifelong Fans. I'll summarize these keys from my interview with Jon on my very first podcast episode of The Delighted Customers Podcast. Since then, the podcast has grown to a Top 20 Apple Podcast > Management in the US. Picoult explores the cognitive science behind great customer experiences, pinpointing the breakthrough, psychology-based strategies that both industry leaders (like Apple, Disney, and Southwest Airlines) as well as fast-growing startups (like BILT and Framebridge) use to shape people’s perceptions and sculpt unforgettable impressions―thereby turning more sales prospects into customers, and more customers into obsessed brand ambassadors. In this week’s newsletter, I’ll share Jon’s answers to these three questions: 1. How can companies proactively engage customers during silent periods to shape their experience positively? 2. What is the Watermark Customer Experience ROI study and how does it demonstrate the tangible financial impact of excellent customer experience? 3. Why is giving customers a choice, such as the option to wait in a queue or receive a callback, crucial in shaping their perception and controlling their experience? To sign up for the newsletter, click the link in the comments below ?? The next newsletter will go out today at noon eastern so be sure to sign up so you don't miss this one! #customerexperience #customerobsession #CXbooks #management

If you are looking for practical tips for consolidating, engaging, and aligning cross-functional teams around customer opportunities or challenges, this podcast from Mark Harrison explains it best. Listen to the podcast here: https://lnkd.in/djUgm8eK

Are you confusing customer service with customer experience? Right now, you might be wondering, “Huh? What’s the difference?” Customer service is reactive; it’s all about handling problems as they arise. But an incredible customer experience is a thoughtfully designed journey through your business that can elevate it and gain you clients for life. So how do you go about designing this experience so that your clients will not only want to stick around but recommend your business to others? Today kicks off a new series of the Promote Yourself to CEO podcast where we discuss something that hasn’t really been delved into on the show before. In this episode, you’ll learn about why creating an excellent customer experience helps you stand out from the crowd. You’ll hear about the coaching experience I heard about that triggered this topic, discover exactly how powerfully a great customer experience design can affect your business, and reveal what your revenue goals aren’t telling you. Check it out wherever you like to listen to podcasts, and find full transcript and show notes here: https://lnkd.in/eEtxHzAS

Are you confusing customer service with customer experience? Right now, you might be wondering, “Huh? What’s the difference?” Customer service is reactive; it’s all about handling problems as they arise. But an incredible customer experience is a thoughtfully designed journey through your business that can elevate it and gain you clients for life. So how do you go about designing this experience so that your clients will not only want to stick around but recommend your business to others? Today kicks off a new series of the Promote Yourself to CEO podcast where we discuss something that hasn’t really been delved into on the show before. In this episode, you’ll learn about why creating an excellent customer experience helps you stand out from the crowd. You’ll hear about the coaching experience I heard about that triggered this topic, discover exactly how powerfully a great customer experience design can affect your business, and reveal what your revenue goals aren’t telling you. Check it out wherever you like to listen to podcasts, and find full transcript and show notes here: https://lnkd.in/eTNBh67y

Improving your customer experience starts with empowering your agents. In our podcast, discover how addressing agent challenges can elevate customer satisfaction and lead to smoother, faster service. Manu D. shares actionable strategies to transform your CX approach. Watch the full podcast for more actionable insights! https://lnkd.in/gQAVBNEi . . . . . . #CXExcellence #PredictiveInsights #AgentImpact #Podcast #Etech #leadershipInsights

?? Ignoring Customer Centricity Will Send You Broke! - Raw Truths from Domain's Product Chief | Episode #23 of Pulse by Intuji is Live! ?? Join us as we speak with Andreas Marmaras, General Manager of Product and Tech at Domain Insight, who brings over 20 years of experience in product, tech and data across multiple countries. Andreas leads Domain Insight's division that leverages and commercialises data flowing through the Domain ecosystem. In this latest episode of Pulse by Intuji, Andreas shares his wealth of knowledge with Julian, CEO @ Intuji, on customer centricity, product leadership, and building sustainable products that drive real business value. ?? "Yeah, look, I think it all starts and ends with relentless customer centricity. I've seen time and time again where an amazing product or an amazing technology or a cool technology doesn't necessarily mean commercial success." - Andreas Marmaras Key Takeaways from this Episode: ?? How to maintain genuine customer understanding beyond theory ?? Strategies for managing technical debt effectively in growing companies ?? Building high-performing product teams through data-driven development ?? Bridging the gap between technical teams and business stakeholders ?? The evolution of product management across different markets This episode is crucial listening for product managers, technical leaders, business stakeholders, and anyone involved in building digital products! Link to the full episode here https://buff.ly/49m1k8I ?? Or catch the full episode on your favourite platform: ? YouTube - https://buff.ly/4cB1E4N ? Spotify - https://buff.ly/3J3MQxV ? Apple Podcasts - https://buff.ly/4cCnRiZ ? Deezer - https://buff.ly/3J3MQOr Also, give us a follow to stay updated with more exciting content from Pulse by Intuji: ?? LinkedIn - https://buff.ly/3R0fVik ?? YouTube - https://buff.ly/4cB1E4N ?? TikTok - https://buff.ly/4aIF3S9 ?? Facebook - https://buff.ly/4dyMzQe ?? Instagram - https://buff.ly/4bWe85F ?? X/Twitter - https://buff.ly/3J3MQ0T ?? Website - https://buff.ly/4aIF3l7 #UserExperience #UXStrategy #BusinessLeadership #DigitalTransformation #ProductStrategy #UXDesign #BusinessInnovation #CustomerExperience

?? NEW EPISODE: Career Growth in Digital CS with Jess Osborn of GoCardless ?? In this fantastic episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving landscape of customer experience, while also addressing challenges in today’s job market and career development in digital CS. Chapters: - A start in account management - Revenue ownership in customer success - Scaling customer success globally - Digitizing renewals and the customer experience - Job market challenges and pivots - Breaking into digital CS: Key skills and focus - Strategic relationships in CX and CS - Redefining onboarding with action-based metrics - Immersive digital experiences in B2C Enjoy! I know I sure did... (Links in the Comments) Shoutouts in this episode: - Layton Chaney - Sue Nabeth Moore - Sheik Ayube