Crack the Customer Code

There are five new considerations in this new world of remote work, and you have to consider them if you want to continue providing an excellent service to your customers. Remember, it’s all about the customer experience, but you still need to consider the new norm for your employees. We discuss what you can do to improve the lives of your teams and your customers.

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Listening is so basic, and is still one of the things we often forget to do as sellers. David Priemer explains how you can get past that. David talks about the generational gap that’s preventing so many sellers from being great at their jobs. A lot of what David is saying should be common knowledge in sales teams across all industries, but it isn’t, so it’s worth listening to if you’re going to run a more successful sales team.

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Jeannie and Adam have five main lessons they learned from presenting digitally, all of which can benefit any speaker in a virtual environment. The digital stage is still something you have to prepare for, so these lessons are bound to help you create an exceptional virtual event.

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Michel is well aware of the faster pace most companies are opting for to survive these times and advance. She is here to tell us how organizations can change and reach a new level of innovation, the level they only discussed in the past, but never got to the point of putting it into practice. By doing that, they can adopt technologies faster and improve in ways they only imaged.

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There are five essential basic principles and they never change, so it’s crucial to review them and remind your team that, despite the changes in the world, these fundamentals are still valid now more than ever. If everyone in the world of CX were to remember that, the experience our customers get would be much better.

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The online world has changed a lot since its inception. We now have a world where you can find a like-minded community online, no matter what your interests are. We talk about online communities with Dan Reese, the Chief Customer Officer at Higher Logic.

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Everyone in CX should know that things are changing rapidly now, customers have new challenges and obstacles, so we need to work on changing their journey maps to help them in the way they deserve. If not that, they certainly know that the journey map is not a static thing, no matter the current state of the world.

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We are all individuals, and we are all different, and those differences need to be valued and respected. Bernadette Smith knows that and actively promotes this view, which is why she is here to help us understand what diversity means and how organizations need to handle it.

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Measurements have somehow become the de facto way of measuring customer experience success. However, the problem with this system is that it doesn’t include insights. We don’t offer enough context for these metrics, which makes them even less useful for the continued improvement of our customers’ services. Measurements and the way we measure things have become really important for business leaders.

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Ryan Lester is here to talk about what’s happening with digital transformation, customer experience, and the strange times we’re experiencing at the moment. He knows the importance of caring for the customers but also for the teams that serve them.

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