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We are forging tomorrow's memorable customer experiences through today's digital architecture. Outpace the Competition with TechBlocks BigCommerce Development Services. #BigCommerce #TechBlocks #CustomerExperience #DigitalCommerce #DigitalArchitecture

Turning Mistakes into Metrics: McDonald's $150M Lesson In 1996, McDonald’s put more than $150 million into advertising — more than it had ever spent on an ad campaign — for its new Arch Deluxe Burger, only to find out its customers weren’t interested in the more grown-up, sophisticated menu option. Lessons learned: This is another case that highlights the importance of letting customer data drive product strategy. If McDonald’s had a more accurate picture of what its customers wanted, it could have saved millions in advertising and resources. A great way to stay on top of data is to choose a handful of key metrics to track, make sure your tools can accurately track them in as close to real-time as possible, and then always strategize based on the numbers. If you’re just beginning to measure performance, get started with these 10 project management metrics to help drive success: Productivity Gross Profit Margin Return on Investment Earned Value Customer Satisfaction Employee Satisfaction Score Actual Cost Cost Variance Cost Performance The good part is that Celoxis can help you track most of these. DM me to discuss the metrics you track

As Loyalty Program Managers, it's easy to get caught up in the whirlwind of adding new features and complex systems to our programs. But are these additions truly what drive loyalty? What we often do: Overcomplicate programs with endless features that might look impressive on paper but can confuse and overwhelm both teams and customers. What we should do: Simplify! Let's strip back to the basics and focus on what genuinely builds engagement and retention. This means prioritizing clear value, ease of use, and personalized experiences that make members feel truly valued. Let's return to the heart of loyalty creating genuine connections. Less is more when more means better. #LoyaltyPrograms #Remmsh

🖥️ 🧠 Calling out all the digital problem-solvers out there ! Have you ever wondered how a leading sporting goods e-commerce platform like Decathlon tackles the complex challenges of incident management? Dive into an insightful article by Valentin Martin , Staff Support Engineer at Decathlon Digital, as he reveals our transformative journey. From tackling classification issues and fragmented communication to adopting streamlined Slack workflows, we've dramatically reduced resolution times and improved cross-team collaboration, building a robust infrastructure to support our dynamic e-commerce environment. Through this article, Valentin also explains how these changes have led to faster recognition and resolution of incidents, fostering a culture of transparency and efficiency. Discover Valentin’s detailed journey, in the following article : https://lnkd.in/gRa5Wxtd #DecathlonDigital #IncidentManagement #IncidentResolution #ECommerce #CollaborationTools #DigitalTransformation

If I had to sum up our most successful client partnerships in one word: Expectations. I’ve become ruthlessly realistic about this during onboarding. For instance, we recently partnered with a brand starting from scratch in their DTC channel, but with a large budget. From day one, we set a conservative 4-month plan with clear expectations. Little hack: Set conservative deadlines. If it takes our team 2 weeks, I tell clients 1 month. Why? 1. It builds buffer time for unexpected delays. 2. 95% of the time, we deliver early and exceed expectations. A year ago, I focused on speed with our “6-Week Sprint” offer, but I’ve learned that my ideal clients value sustainable, long-term strategies over speed. If someone comes to me with unrealistic expectations, that’s the first thing we address.

Customer Service Manager (CSM) — the leading resource for Customer Service managers and professionals — published an article from Victor Obando, ActivTrak's VP of Customer Solutions. Victor shares his expertise on the ways customer service leaders can optimize team performance without having to ask for additional headcount — and learn how to boost their return on workforce investment through ongoing assessment, team structuring, enablement, automation and insights. 5 Keys to Growing and Optimizing Your Customer Service Team: 1️⃣ Assess Skills and Knowledge 2️⃣ Tier Your Teams 3️⃣ Understand Inputs and Outputs 4️⃣ Automate Workflows 5️⃣ Empower Teams To learn more about each of the 5, read the full article 👉 https://bit.ly/3vYRoTu.

Just finished the course “Customer Success Management Fundamentals” by Rick Adams! Check it out.

🚀 Poll Time: What Makes a Stellar Customer Success Manager? 🚀 Hey LinkedIn family! 🌟 As someone deeply passionate about Customer Success in the EdTech world, I’m curious to know what YOU think is the secret sauce to being an outstanding Customer Success Manager (CSM). Whether you're in the industry or have had experiences with CSMs, your opinion matters! 🗳️ Vote for the top quality you believe is essential for a CSM to truly shine: 1. Top-notch Communication Skills 📞 Because clear, effective communication is the backbone of successful client relationships! 2. Creative Problem-Solving 🧩 The ability to think outside the box and tackle challenges head-on is a game-changer! 3. Empathy and Understanding ❤️ Walking in the client’s shoes and understanding their needs makes all the difference. 4. Technical Know-how 💻 Navigating complex systems and providing tech solutions with ease sets a CSM apart. 🗣️ Share your thoughts in the comments! Have you had an experience with a CSM who left a lasting impression? What made them stand out? Let’s get this conversation rolling!

Felt that ‘spark’ of enthusiasm this week as I listened to Sparq leadership roll out small but impactful tweaks to our Delivery Engagement Methodology. We call it Team Based Account Management (TBAM), but it’s essentially our flexible model for delivering quality, consistently. Moving forward, for any given workstream of sufficient impact to our customers, we have the flexibility to dial up direct access to any/all of the following internal Sparq stakeholders: - Client Success/Delivery Partner - Solution Engineering Leader - Product Leader - Technology Leader - Colleague/People Leader This is unprecedented flexibility unto itself, but the reason I'm highlighting it is because this talent is never billable to our customers. Never…no charge. Sparq has always seen these investments as the cost of doing business (at least the cost of doing business well). We don't need to stick our customers with billable delivery, practice and/or technical oversight at every turn and, crucially, we don't hide those costs in a bloated profit margin either. It's just one of the many ways Sparq delivers more productivity for ‘the burn’ back to our customers and partners. It’s part of what helps us achieve industry leading customer satisfaction numbers (68 NPS). It’s why our tenure working with customers over the long term beats industry averages. It’s why we consistently get asked to do more and more critical + impactful work everywhere we land. It’s absolutely a pillar of Sparq’s growth these past four years (>300%). It’s also a differentiator I’m not afraid to put into the public domain. Our competition could do this tomorrow...but they won’t. It requires the ability to see beyond a P&L sheet, to the second order impacts of doing the right thing for our customers for the right reasons. It’s a smart way to do business. It’s the right way to do business. Sparq

Just finished the course “Customer Success Management Fundamentals”.One step closer...