In today’s competitive business landscape, fostering a positive work environment isn’t just about salaries and perks—it’s about showing genuine appreciation for your employees’ hard work. One effective way to do this is through thoughtful, customized merchandise that not only acknowledges their contributions but also motivates them for continued success. Why Employee Appreciation Matters Employee morale […]
Years ago, the idea of customer support was much simpler. If a customer had an issue with a product, a business either fixed the issue or provided a refund. Today, support means much more. Not only do businesses need to provide solutions to their clients’ issues, but they must also deliver a great customer experience. […]
Most of today’s businesses need an online presence. Yes, there are exceptions, but they are few and far between. But, unfortunately, only a fraction of startups actually get the attention they want. And sometimes, it’s because of weird reasons. Fortunately, that’s where this post can help. We run through the strange problems brands encounter online […]
Introducing the HELP service steps The HELP framework consists of four fundamental service steps. You can use these steps in virtually any customer service interaction. H = Hello. Offer a warm greeting. E = Engage. Build genuine rapport. L = Listen. Understand your customer’s needs. P = Provide Solutions. Assist your customer. Let’s dig a […]
Data is an extremely powerful element of any decision. American statistician W. Edwards Deming once said, “In God we trust. All others must bring data.” But too often, data can be misconstrued. One of the biggest confusions during any data analysis revolves around correlation vs. causation. There are countless articles that share wild, often tongue-in-cheek […]
Are you struggling to hold on to your hard-won customers after their first transactions? In many ways, the real work begins after a sale is made. Post purchase support is key to transitioning one-time buyers into lifelong fans. When done right, it builds loyalty, boosts revenue, and turns customers into your biggest advocates. In this […]
Why two months is too long to write a CX vision I’ve seen a lot of CX vision projects take two months (or longer). Almost all of them have failed to deliver a useful statement. The two-month approach relegates the CX vision to a side-project. Committee members get distracted. Executive sponsors aren’t actively involved. Focus […]
#ElevatingEXforCXSuccess “Employees are the heartbeat of any organization. Prioritize their experience, and you’ll create a workplace where talent not only stays but flourishes.” ~ Unknown What the Theme Means The vitality of every organization relies on the energy of its employees. Leaders must cultivate a workplace culture that not only draws in and keeps individuals […]
“In a PLG motion… you’re helping people to use the product more effectively, and ultimately, to upgrade to a paid experience. [In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell, Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth […]
“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS […]
