Chameleon’s Post

🚀 The Evolution of Customer Success 🚀 Embarking on my Customer Success journey here on LinkedIn! 🌟 Customer Success isn't just about solving problems; it's about anticipating needs and exceeding expectations. As we navigate the ever-changing landscape of customer expectations, here are a few key principles shaping the future of CS: Personalization at Scale:- Leveraging data and technology to deliver personalized experiences tailored to each customer's unique journey, ensuring relevance and resonance. Proactive Engagement:- Anticipating customer needs before they arise, and proactively reaching out with valuable insights, resources, and support. Community-Centric Approach:- Building vibrant communities where customers can connect, learn from each other, and contribute to each other's success. Empathy:-Driven Service: Cultivating empathy as the cornerstone of every interaction, understanding the emotions and experiences behind the data points. Excited to dive deeper into these themes and explore the future of Customer Success with you all! Let's connect and innovate together. 💬✨ #CustomerSuccess #Innovation #FutureofCS #LinkedInDebut

Struggling to maintain meaningful connections as your team scales digitally? Standardized processes can make your customers feel like just another number, leading to dissatisfaction and reduced loyalty. Don't miss our free workshop: Infusing Customer Delight at Scale 🗓 Date: July 11 ⏰ Time: 3:30 pm ET 💻 ZOOM During this session, seasoned Customer Success executive Heather Hernandez will teach you strategies for re-infusing customer delight during the digital touch phase. Join us to explore strategies and tools, backed by real-world case studies, to maintain personalized, meaningful engagements that make customers feel valued and drive referrals, renewals, and expansions. What You'll Learn: ✅ Personalized Engagement: Discover how to maintain a personal touch in customer interactions, even as you scale. ✅ Effective Strategies: Learn proven strategies to re-infuse customer delight into your digital processes. ✅ Real-World Case Studies: Gain insights from real-world examples that demonstrate the impact of personalized customer experiences. Don't miss this opportunity to transform your Customer Success approach and deliver exceptional product experiences at scale! Link in the comments 👇 See you all soon! #latinosinsuccess #workshop #scalingcs

⭐️New dates are out! In case you missed the previous sessions of the Customer Journey Essentials online course with Malin Mangili, here is a new chance. We've just released three dates in December, January and February. If you have worked with customer journeys before, and want to make more impact in your organization, this course helps you take the next step. Learn to manage strategic insights, establish effective processes, and develop your arguments to champion customer journey initiatives within your organization. Read more and register for the course here👇🏾 https://lnkd.in/dusRMuay

Join us at the 2024 Cascade User Conference for a deep dive into the Recent Releases presentation on February 22 at 11:15 a.m. (EST)! 🛠️ 🎙️ Featuring Charlie Holder, Hannon Hill's Head of Customer Success, this session is your golden ticket to discovering the latest enhancements in Cascade CMS and Clive. 🔍 𝐖𝐡𝐚𝐭 𝐭𝐨 𝐄𝐱𝐩𝐞𝐜𝐭: Charlie will guide you through the recent updates, showcasing the latest features, improvements, and fixes that have been implemented in Cascade CMS and Clive. This session is essential for anyone looking to maximize the potential of their content management and customer engagement platforms. 💡 Learn more about Charlie and his approach to ensuring customer success and happiness in his spotlight. His efforts to proactively support our community highlight the importance of feedback in shaping the future of our products. 📅 Don't miss out on this opportunity to stay up-to-date with the latest developments from Hannon Hill. Whether you're looking to enhance your current operations or just curious about what's new, this session will provide valuable insights into our ongoing commitment to innovation and customer satisfaction. Register today: https://lnkd.in/eSnbVZ2w #HannonHill #CascadeCMS #Clive #CustomerSuccess #ProductUpdates #Innovation

Acquiring new customers is one part of the puzzle 🧩 The more challenging part is helping them realize your product's value and turn into power users. How do you empower users to maximize activation and build product stickiness with a self-serve user experience? 🤔 That's one of the big questions we'll answer in our conversation with Manasi Shukla, the Founder of Safrela Consulting. Join us for an insight-packed conversation as we deep-dive into the world of customer enablement and self-serve product education. 🌟 Book your seat here https://lnkd.in/g7TPUY37 #userexperience #customerengagement #customerenablement #producteducation

🌐 Day 9: Mastering Customer Feedback for Success Hello LinkedIn Community! 👋 Embarking on Day 9 of our Customer Success journey, let's explore the transformative power of Customer Feedback – a goldmine of insights that, when leveraged strategically, boosts our customer-centric strategies to new heights. Key Insights for Today: 1. Listening Intently: Every piece of customer feedback is a narrative. It's about understanding the nuances, the unspoken sentiments that shape our customer's experience. 2. From Challenge to Solution: Feedback is not criticism; it's a roadmap for improvement. Let's turn challenges highlighted by customers into solutions, refining and elevating our customer success strategies. 3. Closing the Loop: Feedback isn't a one-time event; it's a continuous loop. Collecting insights is just the start; it's about analyzing, implementing improvements, and closing the loop by communicating positive changes. My Feedback Success Story: Reflecting on my journey, customer feedback has been game changer. Each feedback loop propelled us forward, shaping improved processes and new features that ultimately enhanced our customer experiences. Let's turn feedback into tangible enhancements for our customers! 🌐🚀 #customerfeedback #continuousimprovement #linkedinseries #csm #customersuccess

🚀 Looking to Streamline Success? Read how Harri recently integrated Gainsight's Customer Success (CS), Product Experience (PX) and Customer Education (CE) platforms to transform their #CustomerSuccess operations, delivering substantial value to their teams and customers. 👉 Click here to view the full case study: https://lnkd.in/dmqBig37

Today, let's focus on Personalization as we continue our week-long exploration of critical Customer Success topics for 2024. In the world of Customer Success, personalization is the name of the game! Tailoring experiences and solutions to meet individual client needs is the key to setting your organization apart. It's not just business; it's about building meaningful connections. Are you ready to delve into the world of personalization? Let's chat and discover how it can elevate your CS game! #CustomerExperience #PersonalizationMatters

The Voice of Customer programs at big enterprises keep surprising me. These are the big innovations I learn every day while speaking to them..... Me: Can you tell me a bit about your current VoC program? VoC Team: We have a very mature VoC platform that we have been using and improving over the last few years. Me: That's amazing. Can you tell me what VoC data you collect? VoC Team: NPS surveys. Me: What kind of reports do your leadership and board get? VoC Team: We share a weekly VoC report which shows NPS trends. Me: Nice. What about customer care conversations, reviews, social, calls? VoC Team: Ummm... yeah, no, we focus on our NPS. Me: Is your leadership happy with the insights they get? VoC Team: Yeah mostly, they ask for the real WHY behind the trends, and we share the NPS drivers. And there it is— years of 'innovation' in VoC that curiously circles back to those NPS surveys.

Day 3 of reposting proof that CX is circling the drain. This post perfectly highlights the conundrum CX is facing. VoC programs do NPS surveys. Sentiment of the post is they should dig deeper and really focus on their customer at the "big enterprises" mentioned. An alternative reading is that executives are fine with NPS surveys as a barometer and they should probably just fire the VoC team and have a company manage their NPS surveys for much cheaper. Intractable value in CX leaves executives apathetic, and they aren't wrong.