Kelsey Erickson’s Post

My Monday Mindset: At the core of exceptional customer experiences is a Customer Success Team equipped for greatness. Providing employees with cutting-edge tools, efficient resources, and relevant training isn't just a strategy; it is a company’s obligation. When we, as leadership, empower our teams to be successful, we create a culture of serving our clients powerfully…crafting unparalleled service experiences that cultivate customer loyalty. Investing in our employees skills and resources isn't solely about our team; it's about the care of our customers. A thriving, and empowered, team ensures our customer-base is led down a success path that turns them into raving fans. Building a foundation that resonates excellence starts with our team members. A healthy CX team = healthy customer experiences. 💪🏽 #customersuccess #teamempowerment #customerexperience

🚀 Elevating Customer Experience: A Journey, Not a Destination 🚀 Exceptional Customer service is more than a business goal—it's a commitment to earning and retaining trust. Some key practices to strengthen and simplify things: - Listen Actively, Act Responsively: Foster a Culture of Ownership. Decode customer feedback and respond with agility for continuous improvement and trust-building. This is super crucial. You need to crack the code. - Empower Your Team: Equip frontline teams with tools and autonomy to resolve issues swiftly and with empathy, fostering happier customers. - Humanize through Technology: Technology should amplify human connection, not replace it. Use technology to enhance the customer journey, making it seamless, personal, and proactive. - Measure What Matters: Focus on metrics like CSAT, NPS, and contact rates, while understanding the stories behind the numbers. Don’t just chase the metrics, just because the Industry is measuring it. Any metrics you chose should take you a step ahead in strengthening CX function. - Being Customer-Centric relentlessly: Filter every decision through the customer's lens, aiming to consistently exceed expectations. Tony Hsieh, the late CEO of Zappos, once said, “Customer service shouldn’t just be a department, it should be the entire company.” Elevating customer experience requires empathy, innovation, and leadership. Let’s push boundaries and redefine excellence for our customers. #CustomerExperience #Leadership #CustomerEngagement #Innovation

Ready to take your customer experience to the next level? 🚀 Answering these significant questions is the first step towards enhancing your customers' experiences and achieving your business goals. #CustomerExperience #CXTransformation #Innovation #BusinessGrowth #CXInsights

Benefits of Getting CX right:

What would it feel like if everyone at your company were looking at things from your customer's perspective? I'm really excited to share that the team at Boldr has created a super handy guide to go with my "Walking Back the Customer Journey" talk. If you've heard me talk about Walking Back the Customer Journey, you might be wondering how to introduce this tool to your organization. This guide will walk you through the process step by step. There are 3 phases: 1. Naming your customer journey stages 2. Identifying breaks in the loyalty loop 3. Walking back the customer journey The slides make the whole process plug and play. This is the kind of activity you can do on your own, but it's also a simple exercise you can do with senior leaders in just an hour. The outcome is that EVERYONE is looking at the problem from the customer's perspective, outside in. https://lnkd.in/eMPScufT

3 ways to spell customer experience success ✨ Imagine a year from today: customers beaming with happiness, employees deeply engaged, leaders seamlessly improving the #customerjourney. It's not just talk; customer experience becomes the WAY you do business. Let's dive into your vision of success – and create the plan to make your vision of CX success a reality. Discover 11 proven strategies to get started. What's YOUR secret ingredient for CX success? ↳ https://lnkd.in/ga6ggNCM

Exciting news unveiling for 2024! Hey LinkedIn fam! 👋 I'm thrilled to kick off 2024 with a brand-new adventure, and I couldn't be more excited to share it with you! In my belief, Delivering exceptional Customer Experience (CX) isn't just a goal – it's a necessity. Therefore, I'm delighted to announce the launch of "Compass Way Consulting," a venture dedicated to revolutionizing CX! With a rich background in the CX domain, I'm here to introduce a consulting business focused on transforming your customer interactions into unforgettable journeys. What sets us apart: - Tailored Solutions: Your business is unique, and so are our strategies. - Data-Driven Insights: Harnessing data for informed decision-making. - Innovation at the Core: Staying ahead with the latest tech for CX excellence. Our Core Services: - CX Audits & Assessment - Strategy Development - Leadership Coaching - Employee Training Why Invest in CX? Exceptional CX is the cornerstone of customer loyalty and business success. How? It's not just an investment; It's a strategic move to stand out in today's competitive landscape. Connect with us: For inquiries or to schedule a consultation, feel free to reach out at: - Email: Hello@compassway.me - Website: www.compassway.me I'm genuinely thrilled about the prospect of collaborating with you to create remarkable experiences that leave a lasting impression. Let's embark on this CX journey together! Thank you for your continuous support. Here's to a future filled with exceptional customer experiences! Let's do it together! --------------------------------------- #cxtransformation #customerexperience #Compasswayconsulting #newbeginnings #cxstrategy

Companies that thrive are customer-centred - but how do you move from reacting to customer needs to building a deeper understanding of their needs and expectations to build a long lasting relationship? It all starts with a clear vision - your "north star". A well crafted CX vision is about more than words, it should unite and inspire your organisation and all the people in it. Big shout out to our incredible team members - Itamar Ferrer and Tom Hoare for their outstanding work with LeShuttle and the entire team on their CX Vision. #CustomerExperienceDesign #CXVision #CXStrategy #CustomerCentred

Awesome playbook by Ben McCormack --> His "how to" customer journey mapping in 3 phases to grab actionable insights: - Proactive identification & mitigation of potential customer pain points. - Improved understanding of customer expectations at each touchpoint. - Development of targeted strategies to enhance customer experience & prevent churn. - Fosters a preventative mindset within the organization, focusing on proactive customer care. Outside-In Thinking for the win!

Check out the latest post to our website, this one from Erik Vogel on the importance of getting CX right. Those that lead in CX greatly outperform those that fall behind so take the proper steps to succeed!