Rachel Stanley’s Post

Missed the interview on the CSM Practice Podcast about achieving 120% NRR? Listen to the audio version! Irit Eizips sat down with Rachel Stanley, VP of Customer Experience at Banzai to uncover how her team achieved an incredible 20% increase in Net Retention Rate (NRR) within just one year! Key takeaways: -Learn specific methods Rachel's team used to increase NRR, including personalized onboarding and dedicated CSMs. -Discover how Banzai broke down silos and created cross-functional teams for better collaboration. -Gain insights into how these strategies helped Banzai go public and improve customer satisfaction. Check out the interview in the comments below! #CustomerSuccess #NRR #OGSMTFramework #BusinessGrowth #CustomerEngagement

QDD 150 Prioritizing Customer Satisfaction in Product Design (the Kano Model) https://lnkd.in/dpgaAEqM A Quality During Design podcast with Dianna Deeney. In this episode, we delve into how to prioritize customer wants using the powerful Kano Model, a tool that maps customer satisfaction against the implementation of product features.

Customer experience isn’t just a service—it's the key to loyalty and growth! Listening to Samantha Irwin on The How of Business podcast was a game-changer. She shares how small businesses can turn customers into advocates by creating memorable experiences at every step. From mapping out customer journeys to building a team culture that truly cares, Samantha’s insights are a must for anyone in customer service. 🎧 Dive in for practical tips on crafting exceptional experiences! #CustomerExperience #SmallBusiness #ProfessionalGrowth #HOTL752 Sara Harrel

🔊 𝗗𝗼 𝗲𝗺𝗼𝘁𝗶𝗼𝗻𝘀 𝗶𝗺𝗽𝗮𝗰𝘁 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗹𝗼𝘆𝗮𝗹𝘁𝘆❓ 𝗪𝗵𝗶𝗰𝗵 𝗲𝗺𝗼𝘁𝗶𝗼𝗻𝘀 𝘀𝗵𝗼𝘂𝗹𝗱 𝗮 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗲𝘃𝗼𝗸𝗲, 𝗮𝗻𝗱 𝗰𝗮𝗻 𝘁𝗵𝗲𝘆 𝗯𝗲 𝗺𝗲𝗮𝘀𝘂𝗿𝗲𝗱❓ These questions are explored in the latest episode of 𝗧𝗵𝗲 𝗖𝗫 𝗜𝗺𝗽𝗮𝗰𝘁 𝗣𝗼𝗱𝗰𝗮𝘀𝘁 by GemSeek. Hosted by Ivaylo Yorgov, the episode features Minna Killström, Customer Intelligence Lead at Neste and author of 𝑉𝑒𝑡𝑜𝑎 𝑇𝑢𝑛𝑡𝑒𝑒𝑠𝑒𝑒𝑛 - 𝐿𝑢𝑜 𝑝𝑎𝑟𝑒𝑚𝑝𝑖𝑎 𝑎𝑠𝑖𝑎𝑘𝑎𝑠𝑘𝑜𝑘𝑒𝑚𝑢𝑘𝑠𝑖𝑎 𝑗𝑎 𝑝𝑦𝑠𝑦𝑣ä𝑚𝑝𝑖ä 𝑎𝑠𝑖𝑎𝑘𝑎𝑠𝑠𝑢ℎ𝑡𝑒𝑖𝑡𝑎, a book on customer experience and emotions (in Finnish). Minna delves into how emotions shape decision-making and memories, highlighting their crucial role in every choice we make: "𝑬𝒎𝒐𝒕𝒊𝒐𝒏𝒔 𝒘𝒐𝒓𝒌 𝒇𝒂𝒔𝒕 𝒂𝒏𝒅 𝒔𝒊𝒈𝒏𝒊𝒇𝒊𝒄𝒂𝒏𝒕𝒍𝒚 𝒊𝒎𝒑𝒂𝒄𝒕 𝒐𝒖𝒓 𝒆𝒙𝒑𝒆𝒓𝒊𝒆𝒏𝒄𝒆𝒔 𝒂𝒏𝒅 𝒃𝒆𝒉𝒂𝒗𝒊𝒐𝒖𝒓, 𝒆𝒔𝒑𝒆𝒄𝒊𝒂𝒍𝒍𝒚 𝒊𝒏 𝒃𝒖𝒚𝒊𝒏𝒈 𝒅𝒆𝒄𝒊𝒔𝒊𝒐𝒏𝒔. 𝑾𝒆 𝒅𝒐𝒏'𝒕 𝒎𝒂𝒌𝒆 𝒄𝒉𝒐𝒊𝒄𝒆𝒔 𝒑𝒖𝒓𝒆𝒍𝒚 𝒓𝒂𝒕𝒊𝒐𝒏𝒂𝒍𝒍𝒚—𝒆𝒎𝒐𝒕𝒊𝒐𝒏𝒔 𝒂𝒓𝒆 𝒌𝒆𝒚. 𝑷𝒐𝒔𝒊𝒕𝒊𝒗𝒆 𝒆𝒎𝒐𝒕𝒊𝒐𝒏𝒔 𝒇𝒐𝒔𝒕𝒆𝒓 𝒕𝒓𝒖𝒔𝒕 𝒂𝒏𝒅 𝒄𝒐𝒎𝒎𝒊𝒕𝒎𝒆𝒏𝒕, 𝒍𝒊𝒌𝒆 𝒎𝒂𝒌𝒊𝒏𝒈 𝒅𝒆𝒑𝒐𝒔𝒊𝒕𝒔 𝒊𝒏 𝒂𝒏 '𝒆𝒎𝒐𝒕𝒊𝒐𝒏𝒂𝒍 𝒃𝒂𝒏𝒌 𝒂𝒄𝒄𝒐𝒖𝒏𝒕.'" 🎧 Don’t miss this insightful episode to learn more about the connection between emotions and customer experience! Listen now on your favourite podcast platform: 𝗦𝗽𝗼𝘁𝗶𝗳𝘆 https://lnkd.in/d8PTYWnu 𝗦𝗼𝘂𝗻𝗱𝗖𝗹𝗼𝘂𝗱 https://lnkd.in/dxgAb3cV 𝗔𝗽𝗽𝗹𝗲 𝗣𝗼𝗱𝗰𝗮𝘀𝘁 https://lnkd.in/dqYhFExN #CustomerExperience #EmotionalIntelligence #BrandLoyalty #NewPodcastEpisode

How to improve customer loyalty. I joined Tacey Atkinson on the Customers First Podcast to talk about using the DARMA™ Method to create compelling customer journey maps. The insight from a journey map shows you where to prioritize to make the biggest impact on loyalty. Listen to the full episode here: https://lnkd.in/ghngn7JE #customerexperience #customerjourneymapping #customerjourney

Justin Konopaske highlights the importance of labour data, accurate forecasting and positivity bias in the #supplchaintalk Business Reporter podcast discussing. - Focusing on your key metrics which reflect influence service levels and customer satisfaction - Measuring the true cost of service failures on brand reputation and customer retention - Better decision-making with a holistic approach to forecasting Syncron

New YouTube Interview on the CSM Practice Podcast: Keep Your Customers🌟 Excited to boost your customer loyalty game? Join Irit Eizips in this interview where •Ali• Cudby unveils the secrets behind the MINT Framework and crafting mission statements that keep your customers coming back for more! Key Highlights: 🔹 Unleash the power of personalized customer experiences to drive brand loyalty. 🔹 Implement innovative techniques to enhance customer engagement and satisfaction. 🔹 Gain insights on measuring and optimizing customer retention metrics for business growth. Watch the interview for expert insights with the link in the comments! #KeepYourCustomers #BusinessStrategies #CustomerEngagement Alignmint Growth Strategies

🔊 𝗗𝗼 𝗲𝗺𝗼𝘁𝗶𝗼𝗻𝘀 𝗶𝗺𝗽𝗮𝗰𝘁 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗹𝗼𝘆𝗮𝗹𝘁𝘆❓ 𝗪𝗵𝗶𝗰𝗵 𝗲𝗺𝗼𝘁𝗶𝗼𝗻𝘀 𝘀𝗵𝗼𝘂𝗹𝗱 𝗮 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗲𝘃𝗼𝗸𝗲, 𝗮𝗻𝗱 𝗰𝗮𝗻 𝘁𝗵𝗲𝘆 𝗯𝗲 𝗺𝗲𝗮𝘀𝘂𝗿𝗲𝗱❓ These questions are explored in the latest episode of 𝗧𝗵𝗲 𝗖𝗫 𝗜𝗺𝗽𝗮𝗰𝘁 𝗣𝗼𝗱𝗰𝗮𝘀𝘁 by GemSeek. Hosted by Ivaylo Yorgov, the episode features Minna Killström, Customer Intelligence Lead at Neste and author of 𝑉𝑒𝑡𝑜𝑎 𝑇𝑢𝑛𝑡𝑒𝑒𝑠𝑒𝑒𝑛 - 𝐿𝑢𝑜 𝑝𝑎𝑟𝑒𝑚𝑝𝑖𝑎 𝑎𝑠𝑖𝑎𝑘𝑎𝑠𝑘𝑜𝑘𝑒𝑚𝑢𝑘𝑠𝑖𝑎 𝑗𝑎 𝑝𝑦𝑠𝑦𝑣ä𝑚𝑝𝑖ä 𝑎𝑠𝑖𝑎𝑘𝑎𝑠𝑠𝑢ℎ𝑡𝑒𝑖𝑡𝑎, a book on customer experience and emotions (in Finnish). Minna delves into how emotions shape decision-making and memories, highlighting their crucial role in every choice we make: "𝑬𝒎𝒐𝒕𝒊𝒐𝒏𝒔 𝒘𝒐𝒓𝒌 𝒇𝒂𝒔𝒕 𝒂𝒏𝒅 𝒔𝒊𝒈𝒏𝒊𝒇𝒊𝒄𝒂𝒏𝒕𝒍𝒚 𝒊𝒎𝒑𝒂𝒄𝒕 𝒐𝒖𝒓 𝒆𝒙𝒑𝒆𝒓𝒊𝒆𝒏𝒄𝒆𝒔 𝒂𝒏𝒅 𝒃𝒆𝒉𝒂𝒗𝒊𝒐𝒖𝒓, 𝒆𝒔𝒑𝒆𝒄𝒊𝒂𝒍𝒍𝒚 𝒊𝒏 𝒃𝒖𝒚𝒊𝒏𝒈 𝒅𝒆𝒄𝒊𝒔𝒊𝒐𝒏𝒔. 𝑾𝒆 𝒅𝒐𝒏'𝒕 𝒎𝒂𝒌𝒆 𝒄𝒉𝒐𝒊𝒄𝒆𝒔 𝒑𝒖𝒓𝒆𝒍𝒚 𝒓𝒂𝒕𝒊𝒐𝒏𝒂𝒍𝒍𝒚—𝒆𝒎𝒐𝒕𝒊𝒐𝒏𝒔 𝒂𝒓𝒆 𝒌𝒆𝒚. 𝑷𝒐𝒔𝒊𝒕𝒊𝒗𝒆 𝒆𝒎𝒐𝒕𝒊𝒐𝒏𝒔 𝒇𝒐𝒔𝒕𝒆𝒓 𝒕𝒓𝒖𝒔𝒕 𝒂𝒏𝒅 𝒄𝒐𝒎𝒎𝒊𝒕𝒎𝒆𝒏𝒕, 𝒍𝒊𝒌𝒆 𝒎𝒂𝒌𝒊𝒏𝒈 𝒅𝒆𝒑𝒐𝒔𝒊𝒕𝒔 𝒊𝒏 𝒂𝒏 '𝒆𝒎𝒐𝒕𝒊𝒐𝒏𝒂𝒍 𝒃𝒂𝒏𝒌 𝒂𝒄𝒄𝒐𝒖𝒏𝒕.'" 🎧 Don’t miss this insightful episode to learn more about the connection between emotions and customer experience! Listen now on your favourite podcast platform: 𝗦𝗽𝗼𝘁𝗶𝗳𝘆 https://lnkd.in/d8PTYWnu 𝗦𝗼𝘂𝗻𝗱𝗖𝗹𝗼𝘂𝗱 https://lnkd.in/dxgAb3cV 𝗔𝗽𝗽𝗹𝗲 𝗣𝗼𝗱𝗰𝗮𝘀𝘁 https://lnkd.in/dqYhFExN #CustomerExperience #EmotionalIntelligence #BrandLoyalty #NewPodcastEpisode

CX-TV Episode 5 is here 📺 In this episode see ASOS.com and Lavish Alice go head to head in the battle of the cancellation process. 🥊 Who will win?? 🥊 Did you know customers are more likely to choose a company for good customer service over low prices?? This just shows the VALUE in customer service. In this episode, we dig into real business examples of customer service done well, and not so well and the impact this has on customer retention. Happy CX-ing, Watch the full episode on YouTube now ☺️ Watch 📺: https://lnkd.in/euqhVzrs Happy CX-ing, #customerexperience #customer #customerservice #cancel #customerretention #cxtv #consultant

💫 Our very own Mary Ellen Grom shares the secrets to #CX success in the the latest The CX & Culture Connection Podcast with Host Matt Egol of JourneySpark Consulting. If you're ready to elevate your #customerservice game, this is the episode you don't want to miss! #WeAreAFL #CXleader