Get Lighthouse

APRIL 26, 2024

That’s why you should take the time to talk about your team’s vision and objectives. <Blank stares> If you’ve ever gotten this response from your team, you know how damaging it can be when your team doesn’t actually understand where you’re trying to go. You’re in (not so) good company It turns out, this is a very common problem.

Strategic Planning 52

Strategic Planning Marketing Accounts Manager 52

Mark Sandborn

JANUARY 4, 2024

That is true in all area of an organization, and especially true in creating extraordinary customer service. Enable your team to make decisions that benefit the customer. That takes time and aggravates the customer. Empowered employees feel more invested and are more likely to go the extra mile for customers.

Revenue 90

Revenue Sales Sales Operations 90

Forbes Leadership

MAY 26, 2022

Traditional tech leaders often relied on secondhand information about customers’ needs. Today, top executives at companies such as Blue Shield of California, PepsiCo, Sysco and Verizon are talking to customers themselves and using underlying technology to create more compelling consumer experiences.

102

102

Tanveer Nasser

OCTOBER 5, 2022

Steve Curtin is an expert on customer service management and leadership. After a 20-year career at Marriott International working in operations, human resources, sales and marketing, Steve launched his own consulting company to help organizations improve their customer service operations.

Human Resources 145

Human Resources Operations Employee Engagement Sales 145

Get Lighthouse

OCTOBER 21, 2022

What to talk about. Product people and Customer Success (more on this below). Sales and Customer Success leaders. The point is to talk to those you have to hand off work to, receive work from, collaborate with, or negotiate resources from. A Peer One on One success: Product + Customer Success = Happy Launches.

Manager 137

Manager Sales Sales Engineering 137

Peter Winick

OCTOBER 23, 2023

Scott is a consultant, speaker, and author of The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees, and Communities. So today I’ve invited Scott Gould, the author of The Shape of Engagement, to talk with me about the intersection of ideas, thought, leadership and engagement.

Media 299

Media Marketing Employee Engagement Scaling 299

Rhythm Systems Growth

JUNE 14, 2023

We will explore three key factors that set Rhythm apart from Align: customization, training and support, and integrations. We will explore three key factors that set Rhythm apart from Align: customization, training and support, and integrations. Let's dive in!

User Experience 97

User Experience Software Performance Management Manager 97

Chief Executive

SEPTEMBER 28, 2022

In my leadership meeting every Monday, I always spend the first five minutes talking about a weekend experience with either my boys or my wife or the dogs, or a drink that we had or food that we had,” Pante said. “And I want examples of how we’re helping our customers because that’s why we exist as an organization.

Manager 98

Manager 98

Peter Winick

NOVEMBER 9, 2023

So do you want to talk about that? While insurance is often thought of as “mundane,” Clint shares what his company found when they tracked leadership’s impact on workplace culture, and why they are looking to find the root issues, in order to mitigate risks downstream. Contact us for more information. So welcome, Clint.

Insurance 299

Insurance Human Resources Sales Sales 299

Peter Winick

AUGUST 28, 2023

What it takes to start a successful thought leadership program. An interview with Dr. Karthik Nagendra about standing up a thought leadership function, no matter what your org’s size. You need top talent to start a thought leadership function in your organization. But what if that talent already exists in your org?

Engineering 130

Engineering Sales Sales Marketing 130

Peter Winick

JULY 31, 2023

Dani talks how powerful thought leadership can be and how it really needs to come from a philosophical belief in wanting to help people and your industry, even if you never get anything in return. Transcript Bill Sherman Let’s talk about the intersection of sales and thought leadership in most B2B organizations.

Sales 130

Sales Sales Marketing Metrics 130

Help Scout Leadership

JUNE 8, 2021

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. A chatbot could do that before your team even gets notified.

Benefits 144

Benefits Implementation Marketing Onboarding 144

Peter Winick

AUGUST 30, 2023

More broadly, I think many of us are afraid to repeat ourselves to colleagues, customers, clients, vendors, other business partners, because we get self-conscious. I’m Bill Sherman, COO of Thought Leadership Leverage, and today I want to talk about the patience necessary to repeat your ideas to get them across to your target audiences.

Scaling 130

Scaling 130

Peter Winick

NOVEMBER 16, 2023

An interview with Josh Bernoff about getting your book on the shelf and discovering what success means to you. A lot of thought leaders have authored books, eager to get their insights out into the world. Yet many start the task without having a well-defined plan for what comes next! Tradition, hybrid, and self-publishing all have pros and cons.

Marketing 292

Marketing Sales Sales Energy 292

Peter Winick

FEBRUARY 6, 2023

Today, I’m talking with Simon Leslie, the co-founder and CEO of Ink Global, a media company that connects brands with global audiences. We start our conversation by talking about Simon’s first book, There is No F in Sales, which shines a light on his years of sales experience. Great, right? Still, that didn’t stop Simon.

Travel 173

Travel Sales Sales Media 173

Peter Winick

NOVEMBER 2, 2023

There’s two big pieces I want to talk about. Lessons for leadership, publishing, and market research. An interview with Dan Pontefract on growing as a solo thought leader, author, and speaker. Moving from internal thought leadership to being a solo act means having to take on a lot of new roles. Are you prepared? Peter Winick Yes.

Marketing 307

Marketing Culture Change Sales Sales 307

Get Lighthouse

NOVEMBER 6, 2022

"I've already said it, why would I need to repeat it?". It's an innocent sounding thought, but it's a dangerous one for any leader that wants to be truly effective. The power of repetition is every leader's best friend. And only then will people begin to internalize what you're saying.”. The power of repetition is your friend. That's just annoying.

Engineering 138

Engineering Manager Project Management Revenue 138

Andrew Chen

FEBRUARY 12, 2024

The reason is that a proper pitch includes many of your credentials, your achievements, the ways in which you and your team are highly unique, and we simply don’t talk like this at dinner parties. And yet this is exactly what you should do when you talk to investors, partners, customers, and potential employees. Don’t hold back.

Revenue 108

Revenue Marketing Metrics Engineering 108

Michael McKinney

FEBRUARY 23, 2024

When leaders expressed empathy for their team, it increased a team’s innovation and engagement, improved customer service, and helped them balance their home and work life. It’s a quality that shapes our quest to meet unmet needs of customers. A S workplace cultures evolve, we must specifically prioritize the needs of each human being.

Manager 103

Manager 103

Forbes Leadership

NOVEMBER 1, 2022

All retailers recognize the importance of having a digital strategy to mobilize a community around their brand and inspire customers to discover, purchase, and talk about their products. How have digital strategies evolved following the pandemic?

76

76

Help Scout Leadership

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

Balance Sheet 136

Balance Sheet Energy Media Accounts 136

Help Scout Leadership

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement. They aren’t the typical conditions under which the company does business.

Banking 120

Banking Hospitality Implementation Sales 120

Peter Winick

FEBRUARY 9, 2023

Learning to lead and network as an introvert. An interview with Marcel Wijermars about helping introverted leaders overcome the energy drain and find success at networking events. How do you take a personality trait that many might consider a setback, and turn it into a multi-faceted business? It could in fact be the key to an entire business model.

Energy 240

Energy Travel Marketing Manager 240

Chief Executive

MAY 11, 2023

Companies need to present their value proposition in a way that makes their customers not focus on the price but on the value of the goods and services sold. When both teams talk to one another, the marketing team will tell sales what it will cost to generate leads. feedback from sales on what they are hearing from customers.

Sales 98

Sales Sales Marketing Revenue 98

Tanveer Nasser

JANUARY 10, 2024

He’s authored four books, and it’s his latest one, “Seeing the How: Achieving Market Advantage by Transforming the Stuff We Do, Not the Stuff We Buy”, that I wanted to talk with Allen about. Over the course of this episode, Allen and I discuss: What is experience innovation and moving past our assumptions of what our customers want.

Marketing 52

Marketing Advertising Manager 52

Agile42

FEBRUARY 21, 2023

In an interview with Go Solo, our founder Andrea Tomasini talks about his entrepreneurial journey in leadership development and what you can expect as you can navigate this journey. What’s your business, and who are your customers? agile42 is a provider of Agile consulting, training, and coaching services.

Leadership Development 84

Leadership Development Software Operations 84

Help Scout Leadership

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. What does a customer service culture look like?

Metrics 139

Metrics Sales Sales Implementation 139

Rhythm Systems Growth

AUGUST 31, 2022

Perhaps you talked about the targets and set them, but you failed to create an action plan to get there. We know how hard it is, as our Rhythm experts have facilitated thousands of successful planning sessions to set our customers up for success. Did you know that nearly half of all companies fail to meet their financial targets?

Succession Planning 98

Succession Planning 98

Get Lighthouse

DECEMBER 5, 2022

In high turnover roles like Customer Success/Support , it can be especially important to help people move up or out of the department to avoid them burning out and leaving. You: "So what are your career goals?" Where do you see yourself in 5 years?" What job would you love to grow into?" Them: * Blank Stare *. What's a manager to do?!?

Manager 132

Manager Sales Sales Project Management 132

Alison Green

NOVEMBER 28, 2022

This post, I’m starting to hate my customers, employee wants a month off in our busy period, and more , was written by Alison Green and published on Ask a Manager. I’m starting to hate my customers. If that doesn’t work, another trick: How would you want a bill collector to talk to someone you loved? Here we go….

Marketing 95

Marketing Staffing Manager Compensation 95

Forbes Leadership

JULY 24, 2022

Talk to me about the changing face of the CIO and how that connects to the future of customer, or in your case, member experience?

72

72

Eric Jacobson

OCTOBER 25, 2023

By reading the book, you'll learn how to ensure growth strategy is aligned at every level of your company, from boardroom initiatives to daily customer interaction. This means your salespeople, who interact directly with your customers as part of their core function, need to fully understand your strategy.

Sales 89

Sales Sales Revenue Energy 89

Sweet Process

NOVEMBER 1, 2022

Image Credit: PixaBay We often talk about smooth, frictionless buyer’s journeys that provide exceptional customer experience and virtually put the entire customer lifecycle on auto-pilot. The post The Role of Channel Management in Customer Lifecycles appeared first on SweetProcess. Here’s why you need […].

Manager 52

Manager 52

Help Scout Leadership

AUGUST 5, 2021

These descriptions of burnout were recently shared with me by customer service professionals. Though it is not a medical diagnosis, burnout afflicts far too many customer service staff. Why are customer service professionals so prone to burnout? Customer service staff care. The tiniest thing would set me off.” “I

Manager 135

Manager Metrics Energy Operations 135

Vantage Circle

JANUARY 23, 2023

Customer and employee experience are two of the most powerful factors in business. Denise Lee Yohn, the Keynote business speaker, argues in an HBR article that having a CXO may improve the customer and staff experience. A CXO's primary responsibility is to activate customer experience (CX).

Benefits 98

Benefits Marketing Operations Employee Engagement 98

Help Scout Leadership

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Small Business 127

Small Business Metrics Marketing Scaling 127

Forbes Leadership

FEBRUARY 10, 2023

Many companies have lost the ability to talk to customers like people.

Marketing 65

Marketing 65