Sally Hurley’s Post

Loyalty, Business Growth, Customer Experience Among Rapid-Fire Session Topics at Outlook Leadership Conference Read more ⬇️

Retail CX Leaders: stop ignoring the post-purchase experience. You should be the leader of the PPX strategy. Your brand is probably checking-out at checkout. Closing your PPX loyalty loops is a direct driver of the next sell and faster time to repeat purchase leading to a strong CLTV. In my latest parcelLab blog, I dive into: 👉 Why post-purchase is more than just logistics. 👉 How CX leaders can elevate PPX to a strategic level. 👉 The key role CX plays in driving business outcomes and increasing CLTV. Stop neglecting your PPX and read the full blog here: https://lnkd.in/gkRmCX8J

Interesting that the laggards mention everything more often than do the leaders! That suggests to me that they are seeing the problems rather than the opportunities and are still not convinced of the profitable advantage of a customer-first strategy. I wish they would contact me! I have the stats that will convince any and every executive! #CX #CEX #CustomerFirst #CustomerCentric #CustomerCentricity

Maximizing Efficiency & Customer Experience As an Assistant Manager I’ve been focusing on improving daily operations and enhancing customer experience. Every interaction with customers is an opportunity to build trust and loyalty. 🔑 Here’s what I’ve learned: Effective Communication: Clear, consistent updates keep our team and customers in sync. Customer-Centered Approach: Putting their needs first, from quick service to a welcoming environment. Marketing Impact: Leveraging social media strategies has driven foot traffic and boosted engagement. Every day presents a new opportunity to improve and innovate in both management and marketing. Looking forward to sharing more insights and continuing this journey of growth! #Leadership #CustomerExperience #SocialMediaMarketing #Management #GrowthMindset

“As leaders, we set the bar for client experience. If we expect our organization to deliver world-class service, we must actively define what that entails.” Some great encouragement from James Loffler — the idea of crafting the perfect customer experience is a popular one right now, and a reminder that no matter the industry, people always come first. Even if leaders aren’t interacting with those customers on a daily basis, they’re still responsible for the environments they cultivate, behind the scenes and facing the public. Putting the customer first means attention to quality products and services, but it also means attention to every step of the journey. Reducing friction, keeping open lines of communication, setting company values and living up to them, and prioritizing personalized approaches all make a huge difference, and let customers know that they’re not just another number. This article is a great reminder to dig deeper in how we think of customer service: #customerservice #customerexperience #cx #leadership 

Your daily dose of communication & leadership tips are ready to read! We hope you’ll want to check it out! We aim to tackle one of our pillars in a way you might have yet to consider. Fresh insights await. Intrigued? Grab your coffee, tea, or matcha, and let's dive in. Innovative Customer Loyalty Programs for Small Businesses

[Daily Case Analysis] Let's sharpen your strategic thinking skills 🧠 Consider this: A multinational retail organization is grappling with declining customer satisfaction scores and stagnant sales growth. What's the challenge? The company's customer-centric culture, which used to set the firm apart in the industry, has weakened over the years. Lacked synchronization between internal processes and customer needs, unmet customer expectations, and lack of frontline staff motivation are symptomatic of the eroding customer-centricity. This organization intends to bring a renewed focus on customer-centricity to regain its market leadership. How would you approach this situation? Here's our analysis: https://lnkd.in/ef92ugUa What did we leave out? Leave your thoughts, advice, and critique below. 👇 Follow for more daily case studies! #casestudy #customer-centricculture #management #strategy #consulting #leadership

📢 Executive Roundtable: Does Customer Experience (CX) belong under Marketing or alongside it? Director-level CMA members and above are invited to join Stephan Sigaud, CMO at Phase 5, to discuss the integral role of CX within an organization's structure. In this engaging session, dive into the critical factors shaping the positioning of CX. It's more than a department—it's a mindset that can drive growth and innovation across every touchpoint. Come prepared to share, debate, and learn from fellow marketing leaders. Bring your questions, insights, and be ready for a collaboration that could redefine how you integrate CX in your strategic planning. Details of event: 📅 Tuesday, May 14 🕐 1:00PM - 2:00 PM ET 📍 Online 👥 Limited to 15 spots Secure your seat today: https://lnkd.in/gtAqh7dw #ExecutiveRoundtable #CustomerExperience #StrategicLeadership #Phase5 #MarketingLeaders #CX #Discussion

What was the old saying . . . "publish or perish?" Well, I'm thrilled to share another article that I've been a part of with a group of CX-Client Experience experts. Not a CX leader? Good, read this one. Run Sales? Even better, this one is for you. Time to make your CX part of the value prop and your critical point of differentiation in the market. Jeb Dasteel #clientexperience https://lnkd.in/e2S--t3b

I am back. I was utterly devasted by what happened to my profile. Spent time, effort, and genuine interest in building my account and now due to unforeseen reasons I have to let it all go. I do, however, suspect a very plausible cause (not confirmed by the non-responsive party) which does not make sense because it is still my information. 🤔 I can only rely on the hope that customer service will reach out to me. Since I consider this as an ongoing case, I will share more details in the future. But sad to say, the evident lack of proper customer service is just pure disappointment. For now, after weeks of trying, I decided to move forward and will keep this a learning curve. 💪 This article from Harvard Business Review nicely gives a not-so-new perspective to customer service: "Leaders need to lay the foundation for great customer experiences within their company walls before it’s served up to customers. It requires a cross-functional commitment and collaborative execution". Read more here: https://lnkd.in/gauUWUG2 #customerservice