Flourish CX

When a customer gives feedback, are you sharing it with someone who can use it?

Rachel Lane, Contact Center Principal at Medallia, says companies who don’t use the data they collect is one of her biggest CX pet peeves. In this episode, Rachel discusses all the ways data can be used better to give your customer experience a much more personalized approach. Along the way, you’ll learn how to get proactive about creating customer personas so you can surpass your customer's ever-evolving expectations.

Dominic Constandi, Chief Customer Officer at ZoomInfo, says you need to hone in on metrics rather than take them at face value.

In this episode, you’ll hear how he looks at metrics like a pyramid. At the bottom is the preliminary data and at the top is the true story of what value customers are deriving from your products.

How do you reach the peak? Listen in to find out.

Every metric has a story to tell. Are you reading them from start to finish?

In this episode, we’re joined by John O’Melia, Chief Customer Officer at Contentsquare. John says while leading indicators are the ones that determine whether or not your customer is going to be successful in the future, lagging indicators still have plenty of worth. Listen in to learn how to mine every last drop of value you can out of metrics and convert the data into value.

David Sakamoto, VP of Customer Success at GitLab joins us on this episode to break down a classic chicken or the egg conundrum within CX. Is your customer experience strategy making your customers successful OR is experience the outcome of their success with your product?  For David, the concept of CX is antiquated. Instead, adopting a broader view of customer success is the better way to go. Why? Listen to the episode to find out.

Are you more focused on finding the best CX metric out there or finding the best CX metric for your organization?

Jon Mell, Chief Customer Officer at Board Intelligence and part time basketball coach, says you need to identify what your company wants to achieve and then zero in on the appropriate metrics to help you accomplish your goals.

“Everyone is looking for the perfect Xs and Os that guarantee a score every single time. They don't exist. Who have you got? What works for you? What's right for your team?”

In this episode, Jon breaks down where to focus your efforts and how to work towards positive results without losing sight of the bigger picture. As you listen, you’ll learn why you should think long-term and separate what you’re doing from how you’re doing it.

“Dozens or hundreds or even thousands of decisions that you make in your business every single day contribute to what we have decided to call ‘the customer experience.’” Jay Baer is a customer experience expert and advisor, best selling CX author, and in-demand keynote speaker. According to Jay, when it comes to CX, actions speak much louder than words. And yet, so many companies claim to be ‘customer obsessed’ right up to the moment they have to take action.

In this episode, Jay breaks down why companies should take a granular approach to CX. As you listen, you’ll learn how to understand your customer’s expectations so you can exceed them.

Rachel also breaks some news to us: We're all in the business of sales. Though this doesn’t often look like what we think of as sales.

Listen in to learn how to sustainably differentiate yourself, which metrics to use as your North Star, and best practices for meeting customers where they are.

Jim Tincher, Founder and CEO of the CX consulting firm Heart of the Customer, says change is what customer experience is all about.

In this episode, Jim shares tactics from groups who are intentional about change management and shines light on who is best suited to take your organization in a new direction. As the discussion unfolds, you’ll learn how to evolve along with your customers’ desires and expectations.

As a CX leader, how do you stay grounded in our fast-moving, complex world? Dixie Dunn, VP of Customer Experience at JFrog, keeps it simple. She brings clarity to the chaos using tried-and-true methods to prioritize customer outcomes. She finds focus by mapping the customer journey, identifying critical interactions, measuring them, and making them better. Dixie lets us in on her approach, sharing the questions she asks herself and how she breaks complicated processes into bite-sized components. We dive into purposeful metrics, the importance of targeted feedback, and ways to make a tangible difference in your customers’ experience. If you’re feeling flustered and need some focus, listen in.

Ironically, customer success teams don’t always focus on making customers successful. What would it look like to truly maximize the value customers get out of our product? CX speaker and writer Dan Gingiss knows that remarkable customer experiences are the best sales and marketing strategies. When customers see results from our products, they’ll stick around. And they’ll gladly tell their friends about us. Tune in to hear the Experience Maker himself share common CX mistakes and tips for putting customers first.