In early May 2018, I joined 375 customer experience friends and colleagues at another incredible CXPA Insight Exchange in beautiful New Orleans. It was a brilliant two days of mingling, learning, speaking, and celebrating innovation and progress in the Customer Experience industry. This event is always a highlight of my year. It's an opportunity to reconnect with friends and make new connections, gauge changes in the industry, learn which companies are pushing the envelope, and pick up new ideas for MGCX Advisors.
At Gainsight's Pulse 2017 conference, I spoke about The Hard Art of Driving Customer Experience Transformation, and I shared a few skills I believe are crucial to being an exceptional Customer Success (or Experience) professional, in essence being a change agent, regardless of title. These skills will help you build your ability to influence, provide fuel to a needed cause, and rally individuals to drive change.
NPS is a powerful tool for transforming corporate cultures and customer advocacy, but only if you do it right. Here are 8 principles to drive change using this key CX metric.
Embedding customer values into the DNA of your company is the best way to ensure you deliver products and services that delight your customers. Here's what I learned from my time at salesforce.com about creating customer-centricity at every level of an organization.