Author: Franz Malten Buemann

  • 4 “Global Gurus” Share Their Advice for Customer Experience Leaders

    Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, of course, I appreciate Global Gurus for including me on the list once again!) 
    Throughout my 35 years as a customer experience expert and speaker, I’ve seen that it’s vital to learn from others in the community. To become a successful professional, you need to be open to having new conversations, asking questions, and always being willing to learn more about the people around you. My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills.
    1. Chip R. Bell tells us why truth is vital to trust
    My friend Chip R. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. In our conversation, Chip discusses the importance that truth and trust have in the relationship between an organization and its customers. Chip explained it in this way:

    “I want to talk about trust. There’s a lot to trust. But the most part is about truth. What you find in environments where there’s a lot of innovation and ingenuity is an element of–absolutely–a truthful environment.
     
    I’ve always been amazed how when we stand as witnesses, and we put our hand on the Bible, and we raise our hand, we say, ‘I swear to tell the truth, the whole truth, and nothing but the truth. So help me God.’
     
    Now, why do we go through all that rigmarole where we have to mention through trust three times the whole truth? Nothing. But the truth is because people oftentimes hold back little white lies, or because they don’t tell the whole thing. And so it’s creating an environment where you say, ‘Let’s put it all out there, no holds barred.’
     
    We want to be diplomatic and fair. But we want also, we want total complete transparency. And when you have that environment, it’s one of safety.”

     
    Listen to the full episode & read the show notes» 

    2. Joseph Michelli explores how we can harness change
    I’ve interviewed my friend Joseph Michelli, author, speaker, and organizational consultant, several times and we always have fascinating conversations. When we were speaking on change and its challenges, Joseph shared some insights from his conversations with leaders in a variety of industries during the pandemic:

    Change is gonna happen whether you’re going to be in charge of it or you’re going to be waiting for it or you’re going to be resisting it. You get to cut some choices here. But the change you didn’t get to choose.
     
    And so we saw, again, brands that were willing to know what was going on in the marketplace, they pivoted digital, which is necessary for functioning. But they also realized there was a change in people’s appetite for wanting to be with each other.
     
    So while we were having business and commerce in ways we’ve never done before, thanks to technology, we were longing to be together. And so they were trying to find ways to put humans in places with this technology and I think leveraging change in harnessing change was a function of being human power and technology-aided.”

     
    Listen to the full episode & read the show notes » 

    3. Jay Baer explains why we must rethink how we treat customers based on loyalty
    Jay Baer, the founder of Convince & Convert, a digital strategy consulting firm and author of Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth, joined me on my podcast to talk about his latest book. We spoke about why companies should implement change the way they approach customer loyalty:

    The best way to upset customers is to treat them equitably. I feel like a lot of companies are looking this way because they are so addicted to tiered experiences: if you are a loyal customer you’re in the rewards club or whatever, you get this awesome CX. But if you are not, it doesn’t matter; you are not terribly important to us and we don’t care about your experience. I don’t think that is a great way to run a business.
     
    This idea is about everybody having the same experience, that every customer has a crack at that ‘talk trigger.’”

     
    Listen to the full episode & read the show notes »

    4.  Adrian Swinscoe shares his views on leading effectively
    Adrian Swinscoe, author of the book, Punk CX, and I spoke on my podcast about ways to push your leadership skills. In our conversation, he challenges you to roll up your sleeves and dig in:

    “When was the last time that you served one of your customers? When was the last time you said hello to them on the phone or you shook their hand or helped them fulfill an order or you went to visit them?
     
    It is a little bit like being the team captain or manager of a sports team: if you cannot get all the players to agree to a way to play together, then it’s not their fault, that is your fault because you are the one in charge, so sort it out. If someone is not willing to play ball, then bench them.”

     
    Listen to the full episode & read the show notes » 

    I want to encourage you all to check out the full versions of these podcasts for some great tips on moving forward in your customer experience journey. But these are just a few of the over 200 episodes of the podcast that we’ve published over the years. For more interviews with other leaders in our industry, be sure to subscribe to the show via email (below) or through iTunes or Google Play.

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    The post 4 “Global Gurus” Share Their Advice for Customer Experience Leaders appeared first on Customer Bliss.

  • What cx podcasts do you all listen to?

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  • Controlling Your CX with a Headless CMS

    submitted by /u/gibbiv [link] [comments]

  • Understanding and Evaluating Composable CX Platforms

    Composable CX cloud platforms are truly open and take full advantage of modern cloud strategies and technologies. They’re built using an API-first approach backed with a modern continuous integration/continuous deployment (CI/CD) pipeline to achieve speed that’s never been experienced before. They leverage the power of microservices and treat infrastructure as code to deliver maximum resiliency, scale and innovation. They make it easy to integrate and exchange data with other systems. And they’re highly secure. Genesys Cloud is the archetype of a composable CX platform. Full article: https://www.genesys.com/blog/post/understanding-and-evaluating-composable-cx-platforms
    submitted by /u/vesuvitas [link] [comments]

  • 5 songs you should be listening to during customer acquisition

     

     

    Acquiring a customer is not an easy task. Convincing them to buy your product is a long, long journey consisting of several steps that need to be completed at the top-notch level to reach the longed-for success. To make your work a little more pleasurable, we have prepared an appropriate song, one for each stage of customer acquisition. Rest assured, the songs we’ve chosen are safe for work, so feel free to sing along under your breath!

     

    1. Research in the beat of “Eye of the Tiger” by Survivor

     

    Welcome to the first step of customer acquisition. You still have a long way to go before the final, most exciting stage – closing the deal – full of phone calls, conversations, emails, and probably stress. But the perfect beat for this, really the initial part of the journey, would be the song “Eye of the Tiger”. 

     

    Be the eye of the tigerrising up to the challenge of our rival and find your prey in the night, faster than the competition!

     

    2. Contact them, while softly swinging in the rhythm of Adele’s “Hello”

     

    Hello, it’s me! 

     

    You, contacting a potential client is one thing, but them responding to you is a whole different story.  What to do when they aren’t replying? Do not overthink and simply ping them! Hello, can you hear me? Still nothing? If you try to contact them a third time, don’t worry, you won’t come off as a total Creep.

     

    3. Convince them that your product is “A Kind of Magic” like Queen once sang!

     

    If you are already at this stage, it means that your pitch to the customer has been successful! Congratulations! But if you think that you’re done, you’re wrong! Now, let the fun begin.

     

    Show how your product is different, that it is one dream, one soul, one prize! Make them want to possess it, make them go mad for it! Show your customers the magic behind your product because it is the ultimate, one and only thing that a mortal man can win this day.

     

    4. Following Linkin Park, it’s “One step closer” to the deal

     

    Perturbations are a real pain in the ass. You think to yourself: 

    I cannot take this anymore, I’m saying everything I’ve said before. 

     

    But the prospective customer goes on and on: 

    Everything you say to me takes me one step closer to the edge. And I’m about to break but I need a little room to breathe. 

     

    Just hold a little longer and the next song you can sing is…

     

    5. Queen’s “We are the Champions”

     

    Yes, yes, and yes! You’ve got it! It’s been no bed of roses, no pleasure cruise. But you got your deal. You are happy, your now, freshly minted client is happy and most importantly, your boss is happy too. 

     

    Despite the fact that you had to go through so many conversations, and frankly that you had this agreement in your head even while you were asleep, you can now sing without interruption We are the champions, my friends!

     

    Cherish it, enjoy it, think about what you would spend your commission on. …well actually, hold your horses, with another rising sun you have to make a new deal, and it’s like a Never ending story…

  • How to Create a Pie Chart in Excel in 60 Seconds or Less

    At the beginning of 2021, I was tasked with an assignment: Create a pie chart showcasing which types of content performed best on the Marketing Blog in 2020.
    The question was an undeniably important one, as it would influence what types of content we wrote in 2021, along with identifying new opportunities for growth.
    But once I’d compiled all relevant data, I was stuck — How could I easily create a pie chart to showcase my results?
    Fortunately, I’ve since figured it out. Here, let’s dive into how you can create your own excel pie chart for impressive marketing reports and presentations. Plus, how to rotate a pie chart in excel, explode a pie chart, and even how to create a 3-dimensional version.
    Let’s dive in.

    How to Make a Pie Chart in Excel
    1. Create your columns and/or rows of data. Feel free to label each column of data — excel will use those labels as titles for your pie chart. Then, highlight the data you want to display in pie chart form.

    2. Now, click “Insert” and then click on the “Pie” logo at the top of excel.

    3. You’ll see a few pie options here, including 2-dimensional and 3-dimensional. For our purposes, let’s click on the first image of a 2-dimensional pie chart.

    4. And there you have it! A pie chart will appear with the data and labels you’ve highlighted.

    If you’re not happy with the pie chart colors or design, however, you also have plenty of editing options.
    Let’s dive into those, next.
    How to Edit a Pie Chart in Excel
    Background Color
    1. You can change the background color by clicking on the paint bucket icon under the “Format Chart Area” sidebar.
    Then, choose the fill type (whether you want a solid color as your pie chart background, or whether you want the fill to be gradient or patterned), and the background color.

    Pie Chart Text
    2. Next, click on the text within the pie chart itself if you want to rewrite anything, expand the text, or move the text to a new area of your pie chart.

    Pie Chart Border
    3. Within the Format Chart Area, you can edit the border of your pie chart as well — including the border transparency, width, and color.

    Pie Chart Shadows
    4. To change the pie chart box itself (including the box’s shadow, edges, and glow), click on the pentagon shape in the Format Chart Area sidebar.
    Then, toggle the bar across “Transparency”, “Size”, “Blur”, and “Angle” until you’re happy with the shadow of your pie chart box.

    Pie Chart Colors
    5. Click the color paint palette, at the top left of excel, to change the colors of your pie chart.
    Excel offers a range of complementary colors — including a few presets under “Colorful”, and a few presets under “Monochromatic”. You can click between the options until you find a color palette you’re happy with.
    (Alternatively, if you want to change the colors of your pie chart pieces individually, simply double click on the pie chart piece, toggle onto the paint section of the Format Chart Area, and choose a new color.)

    Chart Title
    6. Change the chart title by clicking on the three bars graph icon in the top left of excel, and then toggling to “Chart Title > None”, “Chart Title > Above Chart”, or “Chart Title > Centered Overlay”.

    Change Location of Data Labels
    7. On the same three bar graph icon, click “Data Labels” to modify where your labels appear on the pie chart. (For instance, do you want the pie chart pieces labelled in the middle of each pie chart portion, or on the outside?)

    Switch Row/Column
    8. If you’d prefer to switch which data appears in the pie chart, click “Switch Row/Column” to see alternate information aligned from your original data set.

    How to Explode a Pie Chart in Excel
    1. To explode a piece of your pie chart (which can help you emphasize or draw attention to a specific section of your pie chart), simply double-click on the piece you want to pull away.
    Then, drag your cursor until it’s the distance you want it, and you’re all set!

    How to Create a 3D Pie Chart in Excel
    1. To create a 3-dimensional pie chart in excel, simply highlight your data and then click the “Pie” logo.

    2. Then, choose the “3-D Pie” option.

    3. Finally, choose the design option you like at the top of your screen.

    How to Rotate a Pie Chart in Excel
    Finally, to rotate your pie chart, double-click on the chart and then click on the three-bar icon under “Format Data Point”.
    Then, toggle the “Angle of first slice” until you’ve rotated the pie chart to the degree you want.

    And there you have it! You’re well on your way to creating clean, impressive pie charts for your marketing materials to highlight important data and move stakeholders to take action.
    Ultimately, you’ll want to experiment with all of excel’s unique formatting features until you figure out the pie chart that works best for your needs. Good luck!

  • The host’s rules

    The language we use, the standards we adhere to, the kind of interactions that are permitted–this is up to the host.

    You’re at a dinner party, and if you want to be welcomed back, you’ll need to be aware of the way things are around here.

    On the other hand, if you insist on rules that are out of sync with the sensibilities and standards of those you invite, don’t be surprised if they choose not to return.

    It all begins by understanding who is acting as host. It might be you.

  • How to Secure Your Salesforce Mobile App

    With the Salesforce mobile app, your users can access CRM data from a phone or tablet. The app is available for both Android and iOS devices. Just like its desktop counterpart, it is already a secure app that requires a username and password to log… Read More

  • 5 Ways CPQ Adds Value Across the Customer Journey in a Post-COVID World

    Prior to the start of the pandemic, B2B sales were steadily moving onto digital channels. Then in March, the industry hit an abrupt inflection point. By April, more than 90 percent of B2B companies transitioned to a fully virtual sales model, according to a McKinsey… Read More