Category: Customer Success
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Where Brick and Mortar Thrives
My favorite record store in Austin closed 15 years ago. If I want the Tower Records experience I have to go overseas. When I visit Japan every couple of years or so, I can still drop by Tower Records in Shibuya and the Toys ”R” Us Japan headquarters in Kawasaki (where I was a consultant […]
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Dreamforce Talk
In this age of the customer, the conscientious consumer will impact business decision-making. Consumers are becoming more aware of sourcing, sustainability, and responsible investing. Business ethics and corporate social responsibility take center stage. Salesforce does a great job of highlighting this at their conference — making it ripple out to partners, customers, the United Nations, […]
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Takeaways from DF 19
Salesforce is doing well as one of the safest platform bets for enterprise-scale companies. The CEO truly cares about making the world a better place. Dreamforce is not a safe place for the Dr. Evils of the world in their pursuit of growth at all costs. Marc Benioff sets a great example for well-intentioned professionals […]
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Surviving in an Amazon world
How one segment of brick-and-mortar is surviving e-commerce…Great film by Axios. Retail survives when it invests and becomes a space for the community.
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The Empty Chair
The empty chair mantra has caught on at many companies starting with Amazon. Jeff Bezos alludes to the customer who needs representation, so the idea is to keep an empty chair in every meeting. What if the empty chair also became a civic lesson for companies to give back. What if the empty chair was […]
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CEOs: the Ultimate Customer Success Managers
The tech world has become much more hands-on in the last decade. Nearly all founders and CEOs build, configure, & implement products and services. Customer success becomes everyone’s mission when project execution happens with customers in perpetuity. Link
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When to Build a CS Department
Proposify is a cool tool I’ve used. It’s made by a tiny Canadian company. In the world of Customer Success, it’s an unknown startup (with global ambitions) but has managed to scale from zero. I really like how they’ve grown the customer success function from scratch. Founder Kyle Racki outlines how they made it happen. […]
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CS + CX = Success
Customer Success(CS) is often coined as a subset of Customer Experience(CX). The reality is that Customer Success drives CX initiatives. Based on anecdotal evidence, CX professionals seem to have fewer job opportunities than CS pros. Bob Thompson expounds on the dilemma here. CX needs CS more than ever. Link
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Beyond the Valley
In search of a more democratic internet (from an academic’s perspective)… Link Here’s a quick recap of Ramesh’s talk. Algorithms power the fastest growing companies. Tech companies monopolize and monetize exchanges. A handful of platforms and apps control nearly all of the world’s data. Here’s a popular slide he shared. Silicon Valley tech leaders continue […]
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Podcast: Innovating for Greater Social Impact
Podcast hosted by SocialImpact CX. Here’s John Corrigan’s conversation with Ann Mei Chang, author of Lean Impact.
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Putting patients first
MD Anderson strives for as much human interaction as possible — creating a patient-centric experience that does not lead with technology. Rebecca Kaul, Chief Innovation Officer, outlines a world-class experience for patients and their families. I can attest to it — having walked the halls and seen hundreds of smiles. It’s terrifying to think of […]
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11/12 CX for Social Impact
Great upcoming event by SF CXPA chapter and SF Tech4Good. Look forward to learning about the intersection of customer experience and Social Impact. Registration link
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一期一会
This Japanese expression meaning “one life, one encounter” is a favorite. Time flies, but memories can be made to last. Behavioral psychology points to the younger population choosing experiences over things. How do we keep up in the business world? I’ve learned that treating every initial customer and prospect with omotenashi (selfless hospitality) increases the […]
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Repeat Customer
https://www.zendesk.com/resources/how-one-medical-turned-doctors-into-designers/ Great podcast by Mio Adilman and Zendesk. As a One Medical customer, I can vouch for the intuitive mobile app and on-demand availability of great docs. Frankly, the healthcare industry needs the most disruption.
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Inspire CX
Good podcast from Jeanne Bliss about Customer Experience at Inspire, a clean energy startup. Interview with Michael Bair
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What Nonprofits Can Learn About CX From For-Profits
Excellent podcast with John Corrigan and Valerie Leonard, founder of Nonprofit Utopia. I’ll be highlighting social impact leaders who are using CX methods. The CXPA is co-hosting an event with Tech for Good on 11/12. Stay tuned.
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CX for Social Impact
Nice clip highlighting the difference. Stay tuned for an event on 11/12 about implementing CX at orgs focused on social impact.
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It’s automation, stupid
Presidential candidate Andrew Yang portended an ominous future in the recent debate. Forget about the immigration threat to American jobs, automation is here to stay. More experts are needed to implement automation tools. Great video here showing how one worker has survived workforce disruption in the Dominican Republic by staying ahead of the curve. Article – […]
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