CX & Customer Success resources

Neff Hudson, AVP Emerging Channels at USAA shared some of their secrets to success in their customer (“member”) experience strategy at last week’s CXPA event.    “Doing the right thing because…MORE >

Signature Health Care’s VP Customer Experience, Andrew Smith, and Strategy talked about the challenges of operating in the nursing home market.  Signature Health care found they had “satisfied” customers but…MORE >

Day 2 of the CXPA Insight Exchange was opened by Ray Davis, President and CEO UMPQUA Bank.  Ray seems to be no ordinary CEO, and UMPQUA is no ordinary bank….MORE >

“No one can grow the business the way customers can.”  Here at the CXPA Member’s Exchange in San Diego Simon Lowe, Director Field Operations, 1-800-Got-Junk?, shared their real-world results that…MORE >

An article about our friends at Autodesk, “Autodesk Channels Customer Satisfaction” only scratches the surface. We all know that when rolled-out improperly, “tying customer satisfaction scores to partner compensation” (as…MORE >

One of our clients has posted a bit about the excellent work they are doing with customer feedback.  Although they are using Net Promoter, I believe the most important aspect is…MORE >

Jay Steinfeld, CEO, Blinds.Com It’s hard to do one thing 100% better than everyone, but you can do 100 things 1% better.  It all adds up. Blinds.Com is the largest…MORE >

Closing out today at NACCM was an engaging and motivating presentation by Mike Reardon of the Disney Institute.  While I’ve captured the contents here, I doubt I can capture the…MORE >

Growing a Branded Community to Increase Engagement and Advocacy Pesented by Rebecca (Becky) Carroll, Community Program Manager, Verizon, NACCM 2010 Moving from as tech support oriented community with forums into…MORE >

Improving Worldwide Customer-Centric Culture & Accountability Presented by Ines Vargas, LATAM Customer & Partner Experience Lead, Microsoft Corporation, NACCM 2010 95% of Microsoft’s business comes through more than 640,000 partners. …MORE >

Westfield Creates a Culture of WOW through Employee Engagement Presented by Andre Harris, Westfield’s VP Brand and Employee Communications, NACCM 2010 Connect with employees to create the customer experience. Westfield…MORE >

Connecting With Customers and Measuring Results Presented by Tom Zimmerman, GE Healthcare, NACCM 2010 “Customer Experience” starts with Marketing, not after Sales. For GE Healthcare, excellent service means that customers…MORE >