In the pursuit of organizational excellence, we often hear about the importance of motivating our teams. The age-old concept of carrots and sticks has long been a staple. The idea [...]
In today's fast-paced business landscape, nurturing customer relationships is more critical than ever for sustainable growth. One of the most powerful tools in this endeavor is the Customer 360 Health [...]
You’ve probably heard us talk about employee engagement and organizational development before. Both are at the heart of our Customer Obsession Framework. With no engaged and enabled employees, there can [...]
You might have heard us speak and write about customer obsession over and over. That is because it is at the heart of our framework and we consider it a [...]
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 [...]
Employee engagement and customer satisfaction may appear as separate entities, but they are more interconnected than meets the eye. Especially in today’s macro-economic environment and the related labor shortage, fostering [...]
When developing a strong post-sales team, there comes a point where introducing a new level of specialization becomes necessary to increase your customer centricity. This will allow you to streamline [...]
In today's macro economic environment, it is the name of the game to increase new business from existing customers as it gets tougher to generate net new business. The key [...]
In today's competitive landscape, it is no longer enough for companies to simply claim they are customer-centric. To stand out in a crowded market, businesses must become truly customer-obsessed, a [...]
Your comprehensive guide to transforming your CS Team into a true value center Buzzwords like retention and growth from existing customers are on everyone's lips right now. However, it is [...]
Your guide to supercharging a Start Up through Customer Success In the early days of a startup, achieving growth is the top priority! While the need for a Sales and [...]
The Power of Customer Obsession Teams - A Holistic Approach to Customer Service In today's business world, customer service is more important than ever before. With so many options available [...]
How to increase Customer Retention through Customer Obsession Customer retention is top of mind for a lot of reasons, the pending recession just being one of them. Being obsessed with [...]
What is Customer Obsession and why is it important? Have you ever heard of customer obsession? The initial thought might be that it’s in the nature of every company to [...]
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 [...]
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 [...]
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 [...]
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. [...]
