In the current macro-economic environment, labor shortage and war for talent are top of mind for organizations wanting to grow. That’s why they start recognizing the significant impact of employee [...]
First Published: June 01, 2016Your Support teams are the real front line heroes for customer satisfactionCustomer support is all about making sure your customers are happy and getting the most [...]
Chief Customer Success and Happiness officer Amy Downs of Lifesize outlines her strategic path to a 79-point increase in Net Promoter Score. Crack the Customer Code with Amy Downs CLICK [...]
Episode Overview Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace [...]
Interview: Creating a customer obsessed culture and going from NPS -4 to +80 Adrian Swinscoe with Amy Downs (Published: March 6, 2017) CLICK HERE TO LISTEN TO THE AUDIO INTERVIEW [...]
Interview: How Customer Obsession Can Drive Your Bottom Line Published: April 20, 2017 Shep Hyken - Amazing Business Radio with Amy Downs Amy Downs on How Customer Obsession Can Drive [...]
Amy Downs First Published: September 24, 2019 Before ending my incredible journey with Lifesize, I asked myself a question that I had asked many times in my life, "How can [...]
Amy Downs First Published: February 12, 2018 In a previous article, I discussed journey mapping and how it requires a shift toward cross-functional operations to have a serious impact on your organization. [...]
Amy Downs First Published: October 30, 2017 Signing a new customer always feels like a home run; keeping that customer year after year, however, is a different ball game entirely. [...]
Amy Downs First Published: July 7, 2017 Trusted Advisor. Customer Champion. Trainer. Churn fighter. Renewal saver. Escalation manager. Advocate creator. Customer Success Advocates (CSAs) are all of these – and [...]
Amy Downs First Published: March 21, 2017 Data has become the secret sauce for most companies. Businesses now recognize that data drives product development, marketing and sales decisions. Most companies, [...]
Amy Downs First Published: December 14, 2016 “Why do you think customers leave us?” When I asked our executive team this question two years ago, I received a variety of [...]
Amy Dowsn First Published: August 29, 2016 Like anything in life, determining the best way to deliver value and happiness to customers takes time and patience. You want to give [...]
Amy Downs First Published: July 22, 2016 One of the most fascinating phenomena in corporate cultures far and wide is the extent to which we all forget that we’re in [...]
Amy Downs First Published: April 26, 2016 Maximizing Customer Lifetime Value: A Top Priority for SaaS and PaaS Businesses Building a command center at HQ to save your SaaS in [...]
First Published: March 9, 2016When I first joined Lifesize, my days were filled with answering questions and making decisions for people. One of the very first things I realized is that [...]
Amy Downs First Published: February 22, 2016 We often highlight why Customer Obsession is critical for businesses to succeed. I’ve also talked about creating customer-centric core values to serve as [...]
Amy Downs First Published: January 18, 2016 When I accepted the newly created role of Chief Customer Success & Happiness Officer at Lifesize, only one thing was clear: customers needed [...]
First Published: December 15, 2015 The foundation for creating happy customers is having a culture that supports happy employees. Corporate culture is the starting point for great customer service. Nothing [...]
Customer Obsessing Consulting
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