CX4ROCKS, LLC

Monday Media: E65 - Are you an X'er? Customer experience in an organization is everyone's responsibility. Does your job require creating influence, driving technology or connecting and collaborating with your peers on behalf of your company? Then you are probably an X'er...an experience driver. If you are, join our community build just for you. The CX on the ROCKS Collective is for business practitioners, leaders and executives that want to improve the experience of their customers to drive loyalty. Join in on the conversation at www.cxontherocks.com. #cxtransformation #cxstrategy Check out all of our upcoming events: https://lnkd.in/gfbAqZCc

Friday FaCX: E64 - How Customer Service Drives Loyalty We know the importance of support experiences in shaping brand perception, but what defines exceptional support? Customers have high expectations, demanding excellence at every touchpoint. Among those who report an outstanding support experience, 90% say every interaction with both self-help tools and live agents was excellent. This sets a high standard to achieve. 100% Interactions Satisfactory Support Experience - Exceptional 90% - Average 10% - Poor 1% https://lnkd.in/girN7RGH Check out all of our upcoming events: https://lnkd.in/gfbAqZCc

Thrilled to announce I’ll be speaking at the 21st Annual Customer Contact East: A Frost & Sullivan Executive MindXchange! Join me as I dive into the Megatrends Impacting Customer Experience and Business Transformation! 🗓 When: April 6 – 9, 2025 📍 Where: Ft. Lauderdale, FL | Marriott Harbor Resort & Spa What You Can Expect: 🔸 Unmatched networking with your peers in a setting designed for meaningful interactions and powerful collaborations. 🔹 Exclusive & intimate format that ensures benchmarking opportunities and promotes the creation of lasting relationships 🔸 Cutting-edge content from visionary thought leaders who will share the latest trends, strategies, and insights that are shaping the future of customer care. I hope to see you there! Learn more here --> https://frost.ly/bmo #FrostCC #CustomerContact #CCW #CustomerContactWest #CX #CustomerExperience #CustomeCare #CustomerServcie #CXEvents #CXEvent #ContactCenter

🚨 WORKSHOP PREVIEW: DEMYSTIFYING DATA 🚨 Gone are the days of gut-feel decisions. Want more influence in your org? Own the data. 🎯 Our CX ON THE ROCKS session dives into how leaders can elevate their organizational impact by leveraging the right data — especially emotional feedback — to drive real results. 📊❤️ Ready to move from reporting data to owning insights? Let’s break down silos, integrate CX and AI, and build the influence that shapes strategy. Learn more and register at: https://lnkd.in/g5FVxAeZ 🔗 #CXOnTheRocks #CustomerExperience #DataDrivenLeadership #VoiceOfTheCustomer #AI #EmotionalData #BreakoutSession #LeadershipTools #ElevateCX See all upcoming workshops and sessions: https://lnkd.in/gfbAqZCc

Wednesday Wisdom: E64 - Frictionless Futures: How to Identify and Eliminate Customer Effort In the world of customer experience, friction is the silent killer of loyalty. It’s not the flashy competitor or the disruptive technology that drives customers away—it’s the simple frustrations: the long hold times, the confusing instructions, the endless hoops they must jump through. These obstacles, or “rocks,” in the customer journey create unnecessary effort, turning what should be a seamless experience into a tedious task. At CX on the ROCKS, we believe the key to customer loyalty isn’t just delivering moments of delight—it’s making their journey effortless. The Hidden Costs of Customer Effort Every touchpoint that demands too much effort from your customers chips away at their trust and satisfaction: • Abandoned journeys: Complex processes or unclear communication can lead to customers giving up altogether. • Negative word of mouth: Frustrated customers don’t just leave quietly—they share their experiences, amplifying the damage. • Reduced loyalty: Even a loyal customer’s patience wears thin when the effort to stay loyal outweighs the value they receive. Research shows that reducing customer effort is one of the most effective ways to build loyalty. In fact, customers are more likely to stick with a brand that resolves their issues quickly and simply than one that tries to wow them with perks. Identifying and Eliminating the Rocks The CX on the ROCKS Collective equips businesses with the tools and frameworks to identify the rocks in their customer journey and remove them systematically. Here’s how we help: • FIND the friction points: Learn to assess where the flow of your customer journey slows down and pinpoint the rocks causing disruption. • BREAK the barriers: Use actionable strategies to remove, erode, or adapt to the obstacles your customers face. • Streamline the journey: Gain insights from our community to simplify processes and create smoother, more satisfying interactions. Reducing customer effort isn’t just about solving problems—it’s about building trust and loyalty. At CX on the ROCKS, we give you the tools to turn friction into flow, helping you create the kind of seamless, effortless experiences that keep customers coming back. Are you ready to eliminate the rocks in your customer journey? Visit Wed www.cxontherocks.com to learn more about how our Collective can help you identify friction points, streamline processes, and build stronger customer relationships. The future of customer loyalty is frictionless. Let’s navigate it together. Check out all of our upcoming events: https://lnkd.in/gfbAqZCc

Don't miss Christopher Hodges talking about Artificial Intelligence and Automation in the next CX on the ROCKS Collective workshop. Join us at 4:00 ET / 1:00 PT on March 19th. More info, and register here: https://lnkd.in/gCG-nV5x Check out all upcoming events: https://lnkd.in/gfbAqZCc

Monday Media: E64 - CX, is it a noun or verb? Too many businesses and practitioners think of customer experience as a noun, a function, or even technology. I think this is one of the reasons that CX teams or departments are being shuttered in so many companies. Customer experience is a verb. It represents the experience a customer has with your company. This means it takes everything your company does to create great experiences. We talked about this in my podcast with Gary Marra in his podcast, Your Customer, Your Success. Listen to the full episode at https://lnkd.in/gmbiEYvu #cxtransformation #cxstrategy #4rocks #cxontherocks Check out all of our upcoming events: https://lnkd.in/gfbAqZCc

Friday FaCX: E63 - How Customer Service in Financial Services Drives Loyalty The impact of exceptional support is profound. Customers who have an outstanding support experience are more than twice as likely as those with a satisfactory experience — and a staggering 6.7 times more likely than those with a poor experience — to have a positive brand perception. Exceptional Support Experience Brand Tier: - Leading 67% - Mid 31% - Failing 1% See the full report here: https://lnkd.in/girN7RGH #cxtransformation #cxstrategy Check out all of our upcoming events: https://lnkd.in/gfbAqZCc

Excited to share a sneak peek into the branding and design process for the new website of the CX on the ROCKS Collective! Crafting a brand that resonates is key as it can either elevate or hinder the customer experience. Without the right branding, perceptions can be misconstrued – we're not a drinking club! At our Collective, we guide business professionals through the turbulent waters of CX, emphasizing the importance of solid practices. Let's establish a strong foundation before raising a toast to our achievements, embodying all facets of "on the rocks". Curious to learn more? Join us at our upcoming event! Visit our website for details: https://lnkd.in/gD8xSQpT.

CX on the ROCKS Collective Workshop: Are Your Strategy, Culture, and Brand Promise Aligned? Wednesday, March 26th 2:00pm ET Brands are increasingly built by delivering great customer experiences. The peaks along your customer journey are where the experience is more emotionally engaging, which makes your CX more meaningful and memorable. While digital experiences play an important role in reducing friction and creating wow moments, the human-to-human connection is still essential to build brands through better CX. The CX & Culture Connection is key to creating strong brands and earning sustained loyalty. Culture has a direct impact on CX and brand through how your employees show up along the customer journey. It also has an indirect impact on CX and brand through the ways employees collaborate on designing new experiences and reinforcing a culture of experimentation. Join us for an interactive discussion on how to modernize your approach to brand, CX, and culture together, including ways you can apply AI for your training and customer listening investments. Learn more at: https://lnkd.in/gnEkyxhu Register for the event on Zoom: https://lnkd.in/gy9Pck73 #cxontherocks #cx4rocks #cxcultureconnection Check out all of our upcoming events: https://lnkd.in/gfbAqZCc