CX & Customer Success resources

Joey Fitts, Author of books on Performance Management, spoke at NACCM today.  A quote stood out: Are you using information for evidence-based decision making, or for decision-based evidence making? How…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 >

Curtis Bingham founded the CCOCouncil to facilitate sharing of best practices, and Curtis presented some information from CCOs.  Of note is that fact that CCO’s are increasingly using business metrics…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 >

It’s Not About Smiling More:  Creating a Measureable Customer Experience Culture at Thomson Reuters Presented by Barbara Graovac, VP and GM of Thomson Reuters Employer Market, NACCM 2010 Use right-brain…MORE >

Keeping it Real with Customers:  Nationwide on your Side Presented by Jasmine Green, Chief Customer Advocate, Office of Customer Advocacy, at NACCM 2010 Empower the front-line with empathy. Initially born…MORE >

If you are going to lose money on the transaction anyway, would like to at least keep the customer? Stew Leonard, President of Stew Leonard’s retail grocery chain told a…MORE >

Note:  This presentation by Kunal Gupta of Burke at NACCM 2010 echoes the sentiment you’ll often read here on the Waypoint blog.  Followers of this blog know that everything we…MORE >