Michael Dyrbo Birch
“Every organization, including ours, has to think about how we put customers at the center and empower them with our technology to solve their most important problems.”
- Satya Nadella, CEO of Microsoft
The Customer is King ‘
Theysay, "The customer is king," whichhighlights
theimportanceofcustomersinanysuccessful venture.Withoutcustomers,businessessimply cannotthrive.Theirpreferences,needs,andfeedbackplaya crucialroleinshapingproductsandservices.
Understandingcustomersisessentialforbusinessesto grow Whencompaniesprioritizecustomersatisfaction, theybuildstrongrelationships,leadingtoloyalty.Happy customersaremorelikelytoreturn,andtheyoftenshare theirpositiveexperienceswithothers,helpingtoattract newclients.Inthisway,satisfiedcustomerscanbecome powerfuladvocatesforabrand.
Listeningtocustomersalsoprovidesvaluableinsights. Theiropinionscanguideimprovements,leadingtobetter productsorservices.Companiescanadapttochanging trendsanddemandsbystayingintunewithwhatcustomers want.Thisresponsivenesscansetabusinessapartfromits competitorsandcreateasolidreputation.
Furthermore,excellentcustomerserviceisvital.When customersfeelvaluedandcaredfor,theyaremorelikelyto trustabrand.Afriendlyattitude,quickresponsestoqueries, andeffectiveproblem-solvingcanmakeasignificant difference.
Toputitbriefly,recognizingthatthecustomeriskingisnot justacatchyphrase;itisafundamentalprinciplefor success.Byfocusingoncustomerneedsandproviding exceptionalservice,businessescanensurelong-term growthandaloyalcustomerbase.Emphasizingthe importanceofcustomersultimatelyleadstoawin-win situationforeveryoneinvolved.
ThelatesteditionofTheCIOWorld,titled "Top 10 CXO Visionaries Transforming Customer Experience," features leadersintheindustrywhoareredefininghowbusinesses interactwiththeircustomers.Thesevisionariesarenotonly embracingtechnologybutalsofosteringacultureof customer-centricitywithintheirorganizations.
Haveagreatreadahead!
C O V E R
S T O R Y
Sheryl Mays Communicate, Connect, Conquer 16
15 Customer Experience Trends & Stats That Will Dene the Next Year 24 How Customer Experience Transforms Marketing from Cost Center to Revenue Engine
Editor-in-Chief
Deputy Editor
Managing Editor
Assistant Editor
Visualizer
Art & Design Head
Art & Design Assitant
Business Development Manager
Business Development Executives
Technical Head
Assitant Technical Head
Digital Marketing Manager
Research Analyst
Circulation Manager
Mia
Richard
Featuring
Adrian Doyle
Chief Experience Officer
Eloise Prosser
Chief Experience Officer
Ionut Covacel
Chief Experience Officer
Joy Ferneyhough
Chief Experience Officer
Kim Vinciguerra
Chief Experience Officer
Mark Bohannon
Chief Experience Officer
Michael Dyrbo Birch
Chief Experience Officer
Roar Njie Petajamaa
Chief Experience Officer
The Odyssey Trust www.theodyssey.co.uk Company
The London Mint Office www.londonmint office.org
Coremaker www.coremaker.io
Brit Insurance www.bri nsurance.com
Interna onal Carwash Associa on www.carwash.org
Ul mate Performance www.ul mate performance.com
Descrip on
Adrian Doyle is dedicated to fostering enriching experiences, integra ng trust and transparency into the services provided by his organiza on.
Eloise Prosser specializes in delivering excep onal customer interac ons, ensuring that clients receive personalized a en on and value from their investments.
Ionut Covacel emphasizes collabora on and innova on, leading ini a ves that enhance user engagement and opera onal efficiency within his team.
Joy Ferneyhough is commi ed to risk management and customer service excellence, ensuring comprehensive insurance solu ons for diverse client needs.
Kim Vinciguerra drives excellence in service delivery, championing industry standards and customer sa sfac on in the car wash sector
Mark Bohannon priori zes performance enhancement and client sa sfac on, leveraging strategic insights to op mize opera onal effec veness.
Tricent www tricent.com
Codex Advokat Oslo AS www.codex.no
Michael Dyrbo Birch is a visionary leader focused on enhancing user experiences through innova ve solu ons in file sharing and governance.
Roar Njie Petajamaa focuses on providing tailored legal solu ons, emphasizing client rela onships and innova ve legal prac ces within the firm.
Sheryl Mays
Chief Experience Officer
Rise and Shine CF, LLC www.risingand shine.com
Sheryl Mays excels in crea ng impac ul customer experiences, emphasizing community engagement and personal growth within her organiza on.
MichaelDyrboBirch
CXO
Tricent
Empowering Organizations with Automated Compliance Solutions!
Asthesunrisesoverthe bustlingSaaSlandscape, toreshapehow organizationsmanagedata governanceandensure compliance,avisionaryleader stepsforwardwiththese commitmentswhileenhancing customerexperiencesandtrust indigitalinteractions.
MeetMichaelDyrboBirch,the CXOofTricent,acompany dedicatedtobuildingremarkable customerexperiencesand loyaltythroughoutall touchpoints.
Michael'sexpertiseinpromoting customerhappiness,retention, andloyaltystemsfromhismore than15yearsofexperience headingcustomersuccessand supportteamsinthetechand telcobusinesssectors.
WithaMiniMBAinHuman ResourceManagementand Psychology,aProfessional DiplomainCustomer Experience(CX),and certificationsasa CommunicationsCertified EngineerandSSCA®SIP SchoolCertifiedAssociate, amongothercredentials,hehas theeducationandexperienceto createsolutionsthatbenefit customersandadvancetheSaaS sector.
Hisenthusiasmfor comprehendingandimproving thecustomerjourneyisrootedin hisconvictionthatapositiveand easy-to-usecustomerexperience
isessentialtoanybusiness's achievement.AtTricent,heaims tomakesurethattheirsolutions gobeyondclientexpectations andsatisfycomplianceneeds, buildingenduringconnections andcustomerloyalty
Let’s know more about his journey:
AVisionforCustomer Experience
AstheCXOatTricent,a prominentSaaScompany,heis dedicatedtoenhancingcustomer journeysandfosteringloyalty acrossallinteractions.Withover 15yearsofexperiencein customersuccessandsupport withinthetechand telecommunicationssectors,he hasestablishedastrongrecord ofboostingcustomer satisfactionandretention.
Hisqualificationsenablehimto developcustomer-centrictools andsolutionsthatsignificantly impacttheSaaSindustry
Drivenbyaprofoundpassion forimprovingthecustomer experience,Michaelbelieves thataseamlessjourneyiscrucial forbusinesssuccess.AtTricent, hisobjectiveistoensurethatthe company’ssolutionsnotonly complywithindustrystandards butalsosurpasscustomer expectations,therebycultivating loyaltyandlong-term relationships.
Tricent:FromClient ChallengetoInnovative Solution
Tricentwasfoundedin2018 afteraclientapproachedthem
withapressingissue.Asoneof Europe'sfastest-growingfintech firms,itrequiredasoftware solutiontomanagedocument sharingwiththirdparties.
Initially,Tricentdeveloped advancedback-endsoftwarethat followedablanketapproachto unsharing,allowingadminusers toremovefilesharing permissionsacrossthe organization.However,this approachcreatedagrayarea regardingwhodecideswhatto unshare,promptingthecompany toengageendusersdirectly.
Today,Tricentoffersafilesharinggovernancesolution designedtoenablethefullvalue ofproductivitysuites.Witha focusonsimplicityandthe objectiveofoptimizing workflowswithoutdisruption, Tricent'sinnovativesolutionhas becomeagame-changerinthe industry.
AutomationEnhances ComplianceandSecurity
Michaelrecallsacritical instancewhereautomation significantlyimproved complianceforacustomer.An offboardedemployeehadshared documentswithanexternal emailaddress,inadvertently granting2.4millionexcessive permissions,whichposeda severesecurityrisk.
Utilizingtheirautomated complianceandmonitoringtool, theteamquicklyidentifiedthis unusualbehavior Thesystem flaggedtheexcessive permissionsandalertedthe administrators,whocouldthen
tracetheexternalemailaddress linkedtotheshareddocuments.
Withthetool’sbulkunshare functionality,theadmins efficientlyrevokedall permissionsgrantedtothe externalemailaddress.This swiftactionmitigatedthe potentialsecuritybreach, ensuringcompliancewithdata securitypoliciesandpreventing dataleakage.Thisexample underscoresthepowerof automationinenhancing complianceandsecurityby providingdetailedtrackingand effectiveremediationoptions, allowingorganizationsto manageriskspromptlyand efficiently.
BalancingComplianceand CustomerExperience
Balancingcompliancewiththe desiretocreateexceptional customerexperiencesrequires strategicimplementationto ensurebothregulatory adherenceandcustomer satisfaction.
Understandingcompliance requirementsfromcustomersis essential,promptingTricentto continuouslyvalidatethese needsthroughoutthesoftware developmentlifecycle,ensuring thateveryupdatealignswith relevantregulations.
Thecompanydesigns complianceprocessesthatare unobtrusive,minimizing disruptionstothecustomer experiencewhileprioritizing dataprivacyandsecurity,which arecrucialformaintaining customertrust.Transparent
communicationabout compliancemeasureshelps customersrecognizethebenefits ofdataprotection,suchas enhancedsecurity.
Establishingafeedbackloop allowsTricenttogatherinsights andrefineprocesses,aligning themwithbothcomplianceand customerobjectives.By incorporatingthesestrategies, Tricentcreatesabalanced approachwherecompliance supports,ratherthanhinders,the deliveryofexceptionalcustomer experiences,ensuringaseamless customerjourney.
TheCornerstoneof ComplianceAutomation Strategies
Michaelemphasizesthevital rolecustomerfeedbackplaysin shapingcomplianceautomation strategies.Directfeedbackfrom customerscanpinpointspecific areaswherecompliance processesmaycausefrictionor dissatisfaction.Thiswill,inturn, allowfortargetedautomation improvementsthatcanenhance theuserexperience.
Customersalsoprovidevaluable insightsintotheusabilityof compliancetools,aidingin refininginterfacesand workflowstobemoreintuitive. Thisfeedbackensuresthat complianceautomation solutionsaddressreal-world challengesandmeettheactual needsofcustomers,ratherthan relyingsolelyontheoretical requirements.
Byactivelyseekingand respondingtocustomer feedback,hedemonstrateshis commitmenttocustomercentricity,fosteringtrustand strongerrelationships.This approachnotonlyenhances compliancestrategiesbutalso ensuresthattheyalignwith customerexpectations, ultimatelyleadingtomore effectiveanduser-friendly solutions.
Throughthiscontinuous dialogue,heallowsthe organizationtobettermeetthe needsofitsclientswhile maintainingrobustcompliance standards.
He believes that teamwork is essential for success, stating, “I cannot do this alone, but as a team, we can do anything.” ‘ ‘ ‘ ‘
TheInfluenceofEducation andCertifications
Michaelattributeshis comprehensiveapproachto customersuccessand complianceautomationtohis diverseeducationalbackground andcertifications.Byintegrating expertiseintechnical certifications,psychology, customerexperience,andhuman resources,heensuresthat Tricent'sstrategiesalignwith clientdemandswhile maintainingtechnological reliability
Histrainingandcertification experiencesdriveacommitment tocontinuouslyenhance processesandtools,address evolvingregulatoryneeds,and
ensuresecuresolutions.By understandingtheentire customerjourney,heidentifies criticaltouchpointswhere securitymeasurescanbe integratedseamlessly,enhancing theoverallexperiencewithout disruption.Thisholistic perspectivefostersacustomercentricapproachthatprioritizes bothcomplianceand satisfaction.
OvercomingChallengesin AutomatedCompliance Implementation
InMichael'sexperience, organizationsoftenface compatibilityissueswith outdatedlegacysystemswhen implementingautomated compliancesolutions.
Significantcustomizationand technicalexpertisearerequired tointegrateorbuildin-house solutions,leadingtoincreased costsandimplementationtime.
Asorganizationsgrow,their complianceneedsexpand, necessitatingscalable, automatedsolutionsthatcan accommodateincreasingdata volumesandregulatorychanges withoutsignificantreengineering.Implementingthese solutionscanbeexpensive, encompassingsoftwarecosts, customization,integration, training,andongoing maintenance.
Toovercomethesechallenges, hesuggestsconductingthorough assessmentsofexistingsystems andprocessestoidentify compatibilityissuesand integrationrequirements. Investinginscalable,preferably SaaS,solutionsthatoffer flexibilityandregularupdatesis crucial.Comprehensivetraining programsensureemployee proficiencyandunderstandingof thesystem'sbenefits.
Carefullyevaluatingthetotal costofownership,including long-termmaintenanceand support,helpsorganizations determinethefinancialviability ofthesolution.Performingdue diligencewhenselecting vendors,consideringtheir expertise,trackrecord,and abilitytoprovidetailored solutions,furthermitigates implementationchallenges.
EngagingTeamsinComplianceTechnologyAdaptation
Michaelemphasizesthe importanceofeffective communicationinkeeping teamsengagedandmotivated whileadaptingtonew compliancetechnologies.By clearlyarticulatingthebenefits andgoalsofnewprocesses,he ensuresthatteammembers understandtheirpurposeand value.
Providingongoingtrainingand supportbuildsconfidencein usingnewtools.Involvingteam membersintheselectionand implementationphasesfostersa senseofownershipand commitment.Recognizingand rewardingeffortstoadoptnew technologiesreinforcespositive behaviors.
Creatinganopenfeedback environmentallowsteam memberstovoiceconcernsand suggestimprovements.He believesthatteamworkis essentialforsuccess,stating,“I cannotdothisalone,butasa team,wecandoanything.”
CoachingforEnhanced CustomerSuccessSkills
Michaelsharesanexampleof mentoringateammemberwho joinedasaCustomerSuccess Managerwithstrong communicationskillsbutlimited experienceinstrategicclient management.Recognizingtheir strugglewithproactive engagement,heinitiateda structuredcoachingplan.
Hepairedtheteammemberwith
anexperiencedCustomer SuccessManagertoprovide mentorshiponeffectiveclient engagementstrategies.Together, theysetcleardevelopmentgoals focusedonproactiveoutreach andstrategicplanning.Real-life scenariosandcasestudieswere usedtoencouragepractical application.
Regularfeedbacksessions allowedthemtoreviewprogress andcelebratesuccesses,while Michaelprovidedactionable feedbacktoboostconfidence.As aresult,theteammembers significantlyimprovedtheir abilitytomanageclient relationships,anticipateneeds, anddeveloplong-term strategies,ultimatelyenhancing overallcustomersatisfactionand retentionrates
MeasuringSuccessin ComplianceAutomation
Michaeloutlineskeymetrics usedtoevaluatethesuccessof complianceautomation initiativesandtheirrelationto customersatisfaction.
• HandlingTime:Thismetric measuresthereductionin timerequiredtocomplete tasksrelatedtopermission removal.
• UsersinCleanup:Tracking thismetricrevealsthe benefitscustomersgain fromthesolution.
• CustomerFeedback:Direct inputfromcustomers providesinsightsintotheir experiencesandalignment withexpectations.
• AdoptionRate:Therateat
whichemployeesand customersutilizethenew automationtoolsindicates usabilityandacceptance.
Together,thesemetricshelp ensurethatcompliance automationinitiativesenhance bothoperationalefficiencyand customersatisfaction.
StayingAheadintheEvolving RegulatoryLandscape
Michaelemphasizesthe importanceofstayinginformed aboutregulatorychangesto enhancecomplianceautomation efforts.Hepursuesongoing learningthroughrelevant courses,webinars,and certificationsfocusedon complianceupdates.
Engagingwithindustry networksandprofessional associationsallowshimto exchangeknowledgeandgain valuableinsights.Additionally, hesubscribestoservicesthat providetimelyupdateson regulatorytrendsand collaborateswithlegalexperts tointerpretnewregulationsand theiroperationalimpacts.
Hisproactiveapproachenables Tricenttodesigntoolsand processesthatmeetcurrentand futureregulatoryrequirements, effectivelyminimizingrisks.
FosteringaCultureof Accountability
Michaelfostersacultureof accountabilityandresponsibility regardingcomplianceby developingclearpolicies,
requirements,andencourages promptissueresolution.
FutureInnovations
Michaelanticipatesseveralkey innovationsshapingthefuture ofcomplianceautomationinthe SaaSindustry.
• ArtificialIntelligenceand MachineLearning:These technologiesenhance predictiveanalyticsand automateauditing processes,improving compliancemanagement accuracyandefficiency.
• RoboticProcess Automation(RPA):RPAis increasinglyutilizedfor managingrepetitive compliancetasks, enhancingaccuracyand efficiency.
• BlockchainTechnology: Thistechnologyisexpected torevolutionizerecordkeepingwithsecure, immutablerecordsand smartcontracts,enabling automatedenforcementof compliancemeasures.
Theseadvancementswill significantlytransformhow organizationsapproach complianceintheevolving regulatorylandscape.
CustomerExperience Trends & Stats
the
Customerexperiencehasgraduallyemergedasoneofthecriticalelementsdistinguishingcompanies inthetoday'sfast-pacedbusinessenvironmentthatmakesthemcompetefortopspots.
Here are fifteen trends and statistics of changes going to mold and shape customer experience in the coming year
1.TheTopTrend:PersonlizationIsBackinTown
Personalizationhasbecomeakeyexpectationofthecustomer.Todate,studiesshowthat 80%ofcustomerswillbuyfromabrandifitofferspersonalizedexperiences.Thistrend, therefore,callsforanunderstandingofwhatcustomerswantanddeliveringthis experienceintheinteractionwiththem.Companiesthatusedataanalyticstopresent recommendationscustomizedtoeverycustomerwillgainlargerengagementand sales.
2.TheEmergenceofOmnichannelSupport
Customerstodaypreferseamlessinteractionsacrossmultiplechannels:instoreoronline,oreventhroughmobileapps.Accordingtoarecentsurvey, 70%oftheconsumerswholiketobeinfrontofthebrandalsooperate
throughmultiplechannels.Thus,businessesthatare omnichannelcantherebycreateanexperiencethatis cohesiveandmeetcustomerswherevertheyare,forhigher satisfactionrates.
3.OmnichannelFocusesonCustomerFeedback
Theimportanceofcollectingandactinguponcustomer feedbackisnowmoreprominentthanever.Studiesindicate thatfirmsthatprioritizecustomer'sopinionincrease customersatisfactionratingsby10%.Organizationsare oftenadoptingtoolslikesurveysandsocialmedia monitoringthatgiveaninsightintowhatcustomersthinkor like,usedtoinformorganizationaldecisions.
4.AutomationImprovesEfficiency
Automationindeedsimplifiesprocessesandbringsabouta fasterresponsetimeintransformingthedeliveryof customerservices.Areportsaidthat63%ofcustomers preferchattingwithchatbotsforgeneralquestions.By automatingsimpletasks,humanagentswillbefreedto handlecomplexissues,whichwouldenhancetheoverall experienceofthecustomers.
5.FocusonEmotion
Buildinganemotionalrelationshipwiththeircustomeris thenewwaytobuildloyaltyforbrands.Researchhas shownthatthreetimesmorecustomerswouldrecommenda brandandfourtimesmorewouldbuyagainiftheyare emotionallyattachedtoabrand.Organizationsthatinvestin creatingmeaningfulinteractionswillfosterdeeper relationshipsbetweentheiraudience.
6.SustainabilityMatters
Inshort,itcanbesaidthatsustainabilityaswellasethical practiceisthemoresubstantialissueformodern-day consumers.Accordingtoresearch,ithasbeenprovedthat 66%oftheworld'sconsumersarewillingtopayextrafor sustainablebrands.So,thesecompanieshaveawareness towardsEco-friendlyschemesandtheirtransparenciescan attractenvironment-consciouscustomerswithmaintaining thebrandimagealongwithloyalty
7.
SpeedBeingImportant
Speedisanimportantdeterminantofthecustomer experienceinadayandagewhereinstantgratificationis theorderoftheday Accordingtodata,47%ofconsumers
expectthatthereshouldbearesponsewithinonehour followingreachingoutforsupport.Brandswhichpromote quickresponsesandefficientservicewillstandoutamid competition.
8.IntegrationofAITechnologies
Artificialintelligencechangesthecustomerexperience throughinsightsandautomatingprocesses.Arecentstudy showedthatcompanieswhichadaptAIintheirCXreport 10-15%onaverageincreasesincustomersatisfaction scores.Artificialintelligence-poweredtoolswouldmake datastudyandpredictcustomers'behaviorandpreferences, henceallowingbrandstoeffectivelytailortheirofferings.
9.ImprovedMobileExperiences
Asmobileshoppingbecomespopularmoreandmore,itis theverykeytosuccesstooptimizeexperiencesonmobile. Accordingtothefacts,themobilecommerceinayear's timewouldexceed50%ofthesalesofalle-commerce. Companiesnowneedtoensurethattheirwebsiteand applicationsareaccessiblebyusersandresponsivesoasto catertotheincreasingdemandformobileaccessibility.
10.RoleofSocialMedia
Socialmediacontinuestobeastronginfluencerof customerexperience.Onesurveyreportedthat54%of customerspreferusingasocialmedianetworkastheir channelofchoicewhenitcomestocustomerservice, insteadofphonecallsoremails.Brandscaneasilyestablish trustandquicklyrespondtoconcernsbybeingactively involvedwiththeircustomersontheseplatforms.
11.TheHungerforTransparency
Accordingtoresearch,todaycustomerswanttransparency fromthebrandabouttheirprice,theoriginoftheproduct, andthecompanypractices.Ithasbeenrevealedthat94 percentofthecustomerswillalsobecomebrandloyalifit transparentaboutallthesethings.Thisishowtheperfectly communicatingcompaniescangaintrustwithandretain theircustomersinthelongrun.
12.SubscriptionModelsBecomingaFavourite
Withthispromiseofconvenienceandaddedvalue, subscription-basedserviceshavegainedpopulargrounds. Statisticsfurtherindicatethat,inrecentyears,subscription boxserviceshavegrownbyover100%annually
Implementingsuchamodelcanhelpcompaniesestablish recurringrevenuestreamswhilepromotingcustomer retentionwithfrequentinteractions.
13.TheWayTowardsSelf-ServiceEnd
Customerstendtoseekself-servicemostofthetimeifthey wanthelporanswerstotheirquestions.Inareport,itsays that81%ofconsumersfirstattempttoresolvetheissue beforeaskingforhelp.Ifabusinesscanequipitscustomers withacomprehensiveFAQ,chatbots,aswellasintuitive interfaces,thiscanenablethemaswellasreducethe pressureonthesupportteams.
14.EmployeeExperience
Theexperienceofanemployeeinfluences,directly,the levelofsatisfactionofthecustomers.Itisevidentthata businessororganizationwhoseemployeesareengagedthen willhave10%moreratingsfromitscustomerscomparedto acompanywithnoengagementprograms.Employee's trainingandwelfareresultinefficientdeliveryofservices tocustomers
15.PredictiveAnalyticsShapeFutureStrategies
Predictiveanalyticsisbecomingaveryvitaltoolinhelping withcustomerbehaviorsanddeterminingsome requirementsthatmayberequiredinthefuture. Organizationsusingpredictiveanalyticscanincrease marketingROIbyasmuchas15%,itwasbroughtout.The pastbehaviorswillbehelpfulintailoringstrategiesthat helpchangeevolvingconsumerdemands.
Conclusion
Nextyearwillfurthercapitalizeontrendsrelatingto customerexperience,withthebusinessesthatarequite aheadofthemlikelytothrive.Personalization,embracing technology,listeningtofeedback,andcreatinganemotional connectionwillremainattheforefrontofmemorable experiencesthatdriveloyaltyandgrowthinanincreasingly competitivemarket.
‘ ‘ ‘ ‘
Sheryl's mission is to inspire others to embrace personal growth as a foundation for lasting success, lobbying that when individuals thrive, so too does their business.
SherylMays ChiefExperienceOfficer/CEO RiseandShineConsulting andCoachingFirm
Sheryl Mays
Communicate, Connect, Conquer
How Continuous Learning Transformed Her Career and Can Transform Yours!
Therearesomanyprofessionals whoarecaughtinthis environmentofendless pursuanceofprofitsattheexpenseof personalgrowth.Underthese circumstances,theyundergoselfdoubt,inefficientcommunication,and alackofdirectionthatissilencingnot onlytheirpotentialbutalsowinning thebattleinsidetheorganizations wheretheyreside.Thisiswhatmakes itimperativetodevelopaninnovative strategy-onethatinvokespersonal developmentasthebasisof professionalsuccess.
MeetSherylMays,theChief ExperienceOfficerandCEOofRise andShineConsultingandCoaching Firm.Withanimpressivejourney fromofficemanagertovicepresident ofadmissions,sheunderstandsthe transformativepowerofpersonal growth.Herriseupthecorporateranks wasnotmerelyaproductofhardwork butasanexampleofherpassionfor continuouslearningandselfimprovement.
AtRiseandShine,Sheryldedicates herexpertisetocoachingsales
professionals,guidingthemtoenhance theirskillsthrougheffective communication,kindness,andselfdevelopment.Shebelievesthatsuccess inbusinessstemsfromafoundationof personalgrowth.Asanadvocatefor holisticdevelopment,sheempowers individualstoovercometheir limitationsandacknowledgetheir potential.
So,herapproachisverysimpleyet profound:investinthebestbecausethe dividendsarelimitless.Herphilosophy isnolongertheaccomplishmentof targetsbutnurturingacultureof empathyandcompassioninthe workplace.Thisspeakstoinnovative trainingprogramsthroughSherylthat makeprofessionalsshinetheir brightestovertheobstaclesofthe industry
Let us learn more about her journey:
AscendingAboveExpectations
Sheryl'sjourneyofresiliencebegan afteradifficultdivorce,leadingherto riseandshineaboveherconditions. Thispersonalawakeninginspiredher companynameandlogo,featuringa lotusflower,asymbolofthrivingin adversity.Shefocusesontending exceptionalcustomerexperiences,
believingthatkindnessadvances lastingrelationshipswithboth employeesandcustomers.
Togatherandanalyzecustomer insights,Sherylemploysseveral strategies.Sheemphasizesactive listeningandmeaningfulconversations touncovercustomerneedswhilealso usingsurveysandfeedbacktoolsfor quantitativedata.
Bymappingthecustomerjourney,she identifieskeytouchpointsfor improvement.Collaborationacross departmentsenrichesunderstanding, andanalyticstoolshelptranslatedata intoactionableinsights.Sheryl’s dedicationtocontinuousimprovement warrantsorganizationscanadaptto evolvingneeds.
Throughempathyandcollaboration, sheempowerscompaniestocreate exceptionalexperiences,reflectingher ownjourneyofovercoming challenges.
APositiveexperience
Inherexplorationofunforgettable customerinteractions,Sheryl,a researcherfromasmallcompany, identifiedsevenkeycomponents necessaryforpositivecustomer experiences.
Throughconversationswithcustomers, employees,andbusinessownersand byusinginsightsfromreputabledata agencies,shefoundthatempathyand understandingarecentralfor establishinggenuineconnections.
Consistencyacrosstouchpointsensures uniformmessagingandservicequality, whilepersonalizationtailors’ interactionstoindividualpreferences.
Timelycommunicationfosterstrust withpromptresponses,anduserfriendlyprocessessimplifynavigation. Proactiveengagementanticipates needsandaddressespotentialissues, showingcommitmenttosatisfaction.
Finally,afeedbackloopallows companiestorefineexperiencesby valuingcustomerinput.Sheryl’s researchdemonstratesthatfocusingon thesecomponentscanhelpcompanies ofanysizecreatelasting,positive customermemories.
TransformingCustomerService
Sherylwasbroughtintoaddressan acuteissueatacompanygrappling withlongwaittimesandinconsistent customerserviceacrossitssupport departments.Bothemployeesand customerswerefeelingthestrain, leadingtoadeclineinsatisfaction scores.
Throughanin-depthanalysisofthe company’sprocesses,Sherylidentified significantbottlenecksinthestatement andalackofemployeetrainingin customerservice.Withastrategic focus,shestreamlinedoperations, implementedtargetedtraining programs,andintroducedacentralized supportdashboardtoaddtoresponse times.
Theresultswereremarkable.Within justthreemonths,thecompany
experienceda20%reductioninwait timesandasignificantboostin customersatisfactionscores. Employeesalsoreportedfeelingmore empoweredandengagedintheirroles, contributingtoamorepositive workplaceenvironment.
Sheryl’sinterventionsnotonly improvedservicedeliverybutalso revitalizedemployeemorale, showcasingtheprofoundimpactof effectiveleadershipandtrainingin customerserviceoperations.
KeyMetricsforDeveloping Performance
Toincreasecustomersatisfaction,team performance,andbusinessimpact, focusonseveralkeymetrics. CustomerSatisfactionScores (CSAT)arearequirementforgauging howwellyoumeetcustomer expectations;whiletheycanbetimeconsumingtoanalyze,theyoffer valuableinsights.Customer RetentionRatesreflectyourabilityto keepcustomersovertimeandareoften linkedtooverallsatisfactionlevels.
FirstContactResolution(FCR) measureshowefficientlyissuesare resolvedonthefirstattempt,which boostssatisfactionandreduces operationalcosts.Lastly,Employee Engagementisimportant,asengaged employeestendtobemoreproductive andprovidebetterservice,positively impactingcustomerinteractions.By balancingthesemetrics,youcan identifyareasforimprovementand drivebetterbusinessoutcomes.
ImportanceofCoreValues
InSheryl'scompany,corevaluesserve astheguidingprinciplesforfulfilling thebusiness'spromisetoitscustomers. Toconfirmthatcustomerservice remainsatoppriority,itiskeyforall
employeestoadheretothesecore values.
Sheaccentuatesthatthesevalues shouldbeintegratedintoemployee reviews,discussedduringteam meetings,andincorporatedinto coachingandmentoringpractices.
Moreover,theyshouldinfluenceevery internalandexternalcommunication andpieceofsharedinformation, reinforcingtheirsignificance throughouttheorganization.
DevelopingCustomerExperience
Sherylsuccessfullyspearheadedan initiativetoenhancecustomersupport bycollaboratingwithvarious departments.Sheworkedcloselywith theIT,HR,andsupportteamsto implementanewcustomerrelationship management(CRM)systemthat effectivelytrackedandprioritized requests.HRplayedavitalrolein designingtrainingmodulesforsupport staff,whileITcertifiedtheseamless integrationoftheCRMsystemacross alldepartments.
Inanotherinstance,Sheryltackledthe issueofhighchurnrateswithinthe first90daysofcustomeronboarding.
Recognizingthatmanycustomers foundtheonboardingprocess disjointedandunclear,sheengagedthe marketing,productdevelopment,and salesteamstoredesigntheonboarding experience.
Themarketingteamalignedmessaging andcommunicationtouchpoints, productdevelopmentsimplified onboardingfeatures,andsales providedvaluableinsightsfrom customerfeedbacktobetterconvertthe processtomeetcustomerexpectations.
CommitmenttoCustomer ExperienceExcellence
Sherylactivelyengageswithleading customerexperiencepublications, includingtheHarvardBusiness ReviewandForbesCXarticles,while alsofollowinginfluentialblogsfrom industrythoughtleaders.She consistentlyattendsCXconferences andworkshopstodeepenher understandingofthefield.
Usingcollectingcustomerdata throughhercompany,Sherylconfirms shestaysinformedaboutdata-driven trendsandmarketinsights. Additionally,sheanalyzescasestudies togainvaluableperspectivesonrealworldapplicationsofsuccessful customerexperiences.
TurningDoubtsintoAdvocacy
Afteracustomerservicetraining program,aclientapproachedSheryl, expressingfrustrationthattheirteam wasn’tseeingimmediate improvementsincustomersatisfaction scores.Theyfelttheinvestmentwasn’t yieldingexpectedresultsand consideredendingthepartnership. Sherylcalmlyacknowledgedtheir concernsandscheduledameetingto reviewtheteam’sperformancemetrics andfeedbacksincethetraining.
Duringthemeeting,shediscovered that,whileoverallsatisfactionscores hadn’tyetimproved,therewereclear signsofprogressinresponsetimesand first-contactresolution.Sheryl explainedthatlastingchangetakes timeandsuggestedafollow-up coachingsessiontoreinforcekeyskills andaddressareasneeding improvement.
Asaresultofthisconversation,the clientagreedtocontinuewiththe program.Overthenextquarter,
satisfactionscoresincreasedby15%, andtheclientbecameastrong advocateforthetraining,even recommendingittootherdepartments.
WithherLeanSixSigmacertification, Sherylunderstoodtheimportanceof usingdataoveropinions.Bylistening carefully,providingdata,andofferinga tailoredsolution,shesuccessfully transformedtheirdissatisfactionintoa positive,ongoingrelationship—an excellentexampleofhowexceptional customerservicecanturndestructive situationsaround.
StreamliningCustomerExperience
Sherylemploystheleanmethod knownasDAMIC—Design,Analyze, Measure,ImproveandControl,to boostcustomerexperiences.Her processbeginsbyexaminingthe customeravatarandreviewingthe existingcustomerjourney.
Shethengathersandanalyzesdata fromvarioussources,includingscores, feedback,andsupportticket complaints,toidentifybothareasof joyandareasoffriction.Withthese insights,Sherylcreatestargeted improvementsanddiligentlymonitors theireffectivenesstoensureongoing successandcontinuousenrichment.
StrategicSolution
Whileworkingwithanorganizationon enhancingtheircustomerservice experience,Sherylidentifiedacritical painpoint:longwaittimesfor customersupport.Theidealsolution wouldhavebeentohireadditionalstaff andextendoperatinghours;however, thecompanyfacedbudgetconstraints thatmadethisdifficultintheshort term.
Toreconcilethecompany'sfinancial limitationswiththeneedforan
improvedcustomerexperience,Sheryl recommendedacompromise.She proposedimplementingaself-service optionsupportedbyachatbot.
Recognizingthelimitationsofchatbots inhumaninteraction,sheaccentuated theireffectivenessforlesscomplex issuessuchaspasswordresets,login problems,anddocumentuploads, therebyreducingcustomerfrustration. Althoughexpandingtheteamwould havebeentheoptimalchoice,Sheryl orderedthebusiness'sfinancialreality specifically,toinvestintechnology, specificallythechatbot,overadditional hiresrequiredcarefulconsideration duetoinitialcostsandashiftin strategy,butultimatelyaimedtocreate amoreefficientcustomerservice environment.
WidespreadCustomerExperience Feedback
Sherylgathersfeedbackfromvarious channelstoobtainacomprehensive viewofthecustomerexperience.This includesconductingsurveyssuchas CSATandNPS,analyzingcustomer serviceinteractions,monitoringsocial mediacomments,reviewingproduct feedback,andengagingindirect customerinterviews.
Shealsotracksunsolicitedfeedback, suchascomplaintsandsuggestions madethroughcustomersupport.Once collected,Sherylcategorizesthe feedbackbytype,severity,and touchpoint,prioritizingitbasedonits impactoncustomerretention, satisfaction,andoverallbusiness performance.Intheend,shedesignsor maintainsthelevelofserviceneededto achievethedesiredresults.
How Customer Experience
Transforms Marketing from Cost Center Revenue Engine to
Improvingmarketingstrategiesisthequestof
everybusinessintoday'scompetitive environment.Marketinghaslongbeenperceived asacostcenter,necessarybutnowaytoincrease revenue.Notanymore.Companiesincreasinglyfind thatgreatcustomerexperiencecantransform marketingfrombeingarelativelyunproductivecost intoaveryeffectiverevenueengine.It'snotafad: statisticsandreal-worldexamplesconvinceofthese newthemes.
UnderstandingCustomerExperience
Customerexperienceisthesumtotalofall engagementsthatacustomermayhavewithabrand, rightfromawarenessorknowledgeofthebrandto after-salessupport.Itencompassesallaspectsof websiteusability,qualityofservice,andoverall satisfaction.ApositiveCXencouragesloyaltyand repeatbusinesswhileanegativeexperiencecreates circumstancesthatruncustomersaway
86percentofthebuyersarelikelytopayapremium foragoodcustomerexperience.Thiswillingnessto paymoresignifiesaninvestmentinCX.Whenthey increasetheirengagementwiththebrand,customers feelvaluedandunderstood,leadingtoasubsequent increaseinsalesandprofitability
FromCostCentertoRevenueEngine
Traditionally,themarketingdepartmentswerecost centers.Budgetsweretheremerelyfortheadvertising andpromotionsassuchwithoutanydirectlinkage towardrevenuegeneration.However,withthe increasedimportanceattachedtothecustomer experiencecomestheincreasedrecognitionofthe abilityofthemarketingdepartmenttoactasarevenue generator.
Accordingtoastudy,Forresterfoundthatcompanies withstrongstrategiesforcustomerexperienceboast revenuegrowth5.1timesmorethanweakstrategy companies.TheimportanceofCXcannotbe overlookedfromthemonetarypointofview,either
BuildingCustomerLoyalty
Probably,oneofthebiggestconsequencesofimproved CXiscustomerloyalty.Loyalcustomersarenotonly
morelikelytomakerepeatpurchasesoveraperiodbutwill alsospendmoreastimegoesby.Researchcarriedoutby Bain&Companyhasestablishedthatraisingcustomer retentionratesbyapaltry5%canincreaseprofitsbetween 25%and95%.
Thisway,byprovidingauniqueexperience,customersend upbeingloyaltothebusiness,becominganassetthathas nomatch.Withloyalcustomers,there'sfrequentlylittleor nocostofacquiringnewcustomersbecausetheproductor servicewillbegladdeninglypassedonamongfriendsand family
Personalization:TheSecretSauce
Personalizationisanaspectofimprovingcustomer experience;itisoneofthelatestexperiencesthatpeople lookforwardtohavingintheirrelationshipswithbrands. Businesswhichdoesnotmeettheseexpectationsmissthe opportunitiesofmaximisingthispower.Epsilonhasfound outthat80%moreconsumersaregoingtomakeapurchase whenthebrandoffersapersonalexperience.
Insuchaway,usingdataanalyticsandcustomerinsightin marketingcanhelpinlaunchingtargetedmarketing campaignsthatcanreachanindividualpreferenceandneed andcreateadeeperlevelofpersonalizationinthe relationship.ThiscanmaketheCX,convertmore,andsell more.
RoleofTechnology
Technologyhaschangedthewayofdoingbusinessinterms ofcustomerexperienceandmarketing.Withtheavailability oftoolslikeCRMsystems,chatbots,andplatformslike socialmedia,brandshaveapproachedtheircustomersina mannerthatismoreeffectivethaneverbefore.
Forexample,chatbotsprovide24/7supportforquick answerstoqueries-afactorthatfurthercomplementsthe overallexperience.BusinessInsiderreportsthatby2024, morethan$8billioninannualcustomerservicecostwillbe savedbybusinessesusingchatbotswhileimprovingCX.
Dataanalyticsalsoallowscompaniestounderstandand trackcustomerbehavioratrealtime.Withthis,thebusiness canhoneitsapproach,touchingonbettermarketingtactics, andensurethattheymeettheexpectationsthatcustomers have.
SuccessMeasured
Inthisregard,itmustbeestablishedthatbeforethe effectivenessofimprovedCXtomarketingeffectiveness canbeunderstoodbybusinesses,metricsforsuccessmust becreated.Forexample,anNPSof32andaCSATof26 mightindicatethataparticularcompanyisnotdoingwell concerningCX.Oneofthemetricsthatestablishhowwell acompanyisperforminginregardtoCXrelatesto CustomerLifetimeValue(CLV).
Forexample,NPSmeasuresthereadinessofthecustomers toreferabrandbasedontheirexperience.AhighNPSis commonlyassociatedwithgoodcustomerloyaltyand satisfactionwhichwillpositivelycorrelatewithrevenue growth.
Real-WorldExamples
Somecompanieshavetransformedtheirapproachesto marketingafterimprovingcustomerexperience.For instance,variousmajorretailershavelaunchedseamless omnichannelexperiencesandprocessesthatalloweasy shoppingforcustomersonlineorin-store.Thisisnotonly thecaseofincreasingthesatisfactionlevelbutalsomoves thesalesneedleacrossarangeofchannels.
Forinstance,thereisonesubscriptionservicethatfocuses onuserexperiencebygivingpersonalrecommendationto theusersandeasynavigationincasetheyrequireaccessing acertainportionofthewebsite.Simplyfocusingonvalue deliveryateverytouchpointresultsinastonishing tremendoussuccessintermsofsubscriberretentionaswell asrevenuegrowth.
Conclusion
Afterall,customerexperienceisbeingincreasinglytargeted asadriverfortransformingmarketingfromacostcenter intoarevenue-generatingdepartment.Aconcentrationon CXleadstoincreasedloyalty,moreeffective personalizationefforts,propertechnologyutilization,and measurementwiththerightmetrics.
Thesechanges,however,stillcontinuetothrowupnew challengesandopportunitieswhereinthesamefirm,taking onboardsuchshiftsinconsumerexpectations,wouldno longerbarelymanagetosurviveinthecompetitive marketplacebutthriveaswell.Investinginexceptional customerexperiencesisnolongeranoption:itisacritical driverofsustainablegrowthandprofitforbusinessestoday
Leadership is not about titles, positions, or owcharts. It is about one life inuencing another.
,, ,, Success is not the key to happiness. Happiness is the key to success. Ifyou love whatyou are doingy , ou wi be successful.
- Epictetus
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