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SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The sales team is representing the product as it is today and not as they hope it will be tomorrow. Success means moving the relationship beyond the sale. The Power of Association.

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Want More Sales? Give All Your Money Away!

Beyond Philosophy

This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations. In a subsequent blog post , company CEO Rose Marcario reported that Patagonia had expected Black Friday sales to reach $2 million. Sales soared in 2012.

Sales 141
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K.I.S.S (Keeping it Simple Stupid)

CloudCherry

Prior to joining Tethr , Matt was a Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, held numerous global leadership roles in research, product development and management for CEB, now Gartner.

2013 244
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Leveraging the Concept of G.L.U.E. to Improve the Customer Experience

Experience Investigators by 360Connext

To demonstrate how the experience has grown in importance, that number was 34% back in 2011. They know that investment helps save the company $100,000 a year in lost sales. Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. It is literally a humble pie.

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Customer Experience Is… What, Exactly?

Experience Investigators by 360Connext

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. They will go out of their way to persuade people to avoid your offers.

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CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

eglobalis

Apple’s corporate structure is relatively straightforward compared to Samsung’s conglomerate model, focusing primarily on the design, manufacture, and sale of consumer electronics and software. Tim Cook, who succeeded Steve Jobs as CEO in 2011, currently leads Apple.

E-support 440
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Wells Fargo: They Should Do This

Beyond Philosophy

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Now the question becomes what should Wells Fargo do next?

2011 141