Where experience obsessed executives come to talk about everything CX and its intersection with empowering customers to grow on their own.
Focusing on Customer Behavior with Shep Hyken, Shepard Presentations
A multitude of customer-centric metrics can be helpful data points for CX leaders, but there’s a problem with these numbers when it comes to making future decisions. These metrics are a history lesson, not a prediction of the future. Sometimes, they’re not even an accurate picture of the past!
CX Speaker and Author Shep Hyken of Shepard Presentations shares a better way to understand how customers feel about your product or service: their actions. That’s right - the best way to gauge customers’ experience with you is to simply observe what they do. Actions speak louder than words.
Shep also recommends best practices for providing seamless self-service, emphasizes the cost of failing a customer, and reminds us of customers’ high expectations in our convenience-driven world.
Listen in to learn how to build an experience that keeps your customers coming back.
Why Customer Happiness Shouldn’t Be Your Top Priority with Mike Sasaki
Escalations, angry customers, and mistakes, oh my! If you’re a CSM or CX leader, these words may elevate your heart rate.
Mike Sasaki, VP of Customer Success at Support at Mitek Systems, has good news. These ‘bad things’ don’t actually have to be. Bumps in the road can lead to opportunities to improve, build trust, and grow retention in the long run.
For Mike, zooming out to see the bigger picture requires us to look at everything from our metrics, our approach, and how we think about customer success as a whole.
Listen in for Mike’s counterintuitive advice that will bring you and your customers long-term success.
- Customer success is more important than customer happiness.
- Define success with your customers and measure it clearly.
- Great CSMs need domain knowledge, not just product knowledge.
Things to Listen for:
[02:30] Mike’s CX pet peeves
[04:30] Clarifying responsibilities
[06:00] Leading your company into a customer-centric culture
[08:00] Including other groups early in the customer lifecycle
[09:00] Making data-driven decisions
[10:30] Recognizing self-service as a good customer experience
[13:00] Evaluating CX with multiple metrics
[15:00] Measuring engagement with response rate
[17:00] Other ways of understanding engagement
[20:00] Onboarding customers
[21:00] Providing content at the right time and in the easiest way
[22:30] Busting CX myths
[24:45] Defining customer success
[25:45] Proving your ability to be a trusted advisor [
28:00] Mike’s CX advice to business leaders
Building a CX Legacy with Nate Brown, CXO of Officium Labs
Getting your whole company bought into the importance of customer experience is no small task. Yet, it’s one that’s critical to your success. Nate Brown, CXO at Officium Labs, joins the show to share why. From revealing his CX pet peeves to calling out inauthentic leaders, Nate doesn’t hold back. He explains how aligning your marketing, product, and CX enables a frictionless experience. Listen to the conversation for some tough love, helpful insights, and practical ways to build a CX legacy.
Introducing Flourish CX
There’s no argument. The world is changing seemingly every second. And when it comes to the business, the standards are at an all time high and climbing. Customers don’t just want more they expect it. And they don’t care if you’re B2B.Flourish CX is the show for empowering those of us who are in the trenches. Those of us putting in the work to create exceptional experiences when the world asks for more we’re ready to help you deliver while giving exclusive access to inside the minds of those who are driving innovation.No matter who you are or what brand you represent, the customer has to be at the center. Which is why we’ve crafted each episode to focus on one thing: customer empowerment. We’ll democratize best practices, commensurate together while pushing ahead thinking through solutions. You’ll end each conversation feeling both inspired and empowered to take action. So if you’re in a ‘customer’ role - experience, support, success - and you’re looking for a show dedicated to you. Then this is it. Flourish CX Launching fall 2021. Follow along wherever you get your audio.