Nate has a lot to say...

Nate Brown of Arise Virtual Solutions takes you through practical tips you can use to accelerate your Customer Experience Success. Taken from the North American Customer Centricity Awards 2022

Getting your whole company bought into the importance of customer experience is no small task. Yet, it’s one that’s critical to your success. Nate Brown, CXO at Officium Labs, joins the show to share why. From revealing his CX pet peeves to calling out inauthentic leaders, Nate doesn’t hold back. He explains how aligning your marketing, product, and CX enables a frictionless experience. Listen to the conversation for some tough love, helpful insights, and practical ways to build a CX legacy. Takeaways: - The way we serve our customers is how we grow our business. - Align marketing, product, and CX to enhance the lives of customers. - Your team can only give your customer what you’ve given them. Things to Listen For: [02:00] Nate’s CX pet peeves [04:20] Creating a sense of urgency [05:15] Involving the entire team in CX [07:00] Exchanging the ‘Moses Model’ for the ‘Gandalf Model’ [08:30] Aligning marketing and CX [10:00] Connecting product and CX [12:00] Measuring CX [14:30] Balancing relational trust with digitalization of service [17:50] Enhancing the self-service model [20:00] Mapping knowledge to the customer journey [21:30] Building a CX legacy

CX Accelerator's Nate Brown offers his good morning message to the CX community.

Register here to our monthly live webinars: https://hubs.ly/Q02twBHZ0! While digital transformation isn't a prerequisite to improving customer experiences, it sure helps! However, it's not that simple. If you're trying to upgrade your digital experiences (or just looking to measure the perception of services and products better), join Matt Beran and Nate Brown (Arise) on this live session to understand and overcome the blockers and friction that tend to get in the way of great experiences. Nate Brown is the Senior Director of CX at Arise and Co-Founder of CX Accelerator. His primary focus is helping employees understand the customer journey and how they play a role in improving it. Some of his previous experience includes being the Chief Experience Officer at Officium Labs and the Head of Customer Experience at UL. -- Join the community of service management professionals at https://invgate.com/ticket-volume/ And don't forget to follow us on LinkedIn: https://www.linkedin.com/showcase/ticket-volume -- Ticket Volume is powered by InvGate, your gateway for better IT. Learn more about us at https://invgate.com/ 30-day free trial: https://try.invgate.com #podcast #itpodcast #it #technology #itsm #servicemanagement #itservicemanagement #servicedesk #helpdesk #itsupport #itleaders #itleadership #itmanagement #itmanager

Most companies underestimate how important their customer experience is, and many struggles to accurately measure it when they try. Today’s Ask an Expert guest is Nate Brown, the Chief Experience Officer at Officium Labs. Nate is a certified CX badass, as evident by the wrestling belt award hanging on his office wall for being a top customer experience influencer by Cloud Cherry. There is a lot to learn from Nate because he cut his teeth on the front line but focused on seeking mentors in the CX space to the point where now he’s being sought out for his thought leadership. We cover a lot in this episode but the highlights are how you can evaluate your own customer experience, differentiating between single transactional businesses vs. recurring models like subscriptions, and how we can effectively involve and get buy-in from senior leadership; hint, Nate thinks it’s counterproductive to put leaders in the front lines of support. Nate also covers the importance of marketing, and why it’s paramount to ensure the marketing message is mirroring the actual customer experience, rather than trying to over glamorize what the customer is actually going to experience. Finally, we talk about how important it is to focus on your employee experience ahead of the CX. He shares a painful moment where lack of employee recognition for ideas and direction changed his own approach. The reality is that your customer experience is only going to be as good as the passion of your own front-line employees. 00:00 - Intro 02:39 - The young nature of CX 04:33 - CX for enhancing perception and getting a high turnaround 06:16 - The connection between loyalty and the share of wallet 07:15 - About "Decentralizing work and wealth" 08:52 - How it's been for Officium Labs 11:02 - How can organizations measure their CX? 15:08 - Methodologies to make corrections 17:25 - How leaders can maintain their organizational focus 20:08 - Should leaders put themselves in the customer's frontline? 23:15 - The importance of the client's experience with the product or service 24:50 - What is the role of marketing into creating a great CX 28:45 - Start with why 30:01 - Be able to tell the customer's narrative 32:15 - The deeper your relationship with the customer is, the more intimate the communication channels should become 34:49 - Staying in touch with your customer 38:04 - Creating a community for your brand 40:13 - Creativity and using the tools you have 42:50 - A great CX starts with a great employee experience

Top CX influencer Nate Brown discusses the connection between investing in the employee experience and creating a successful customer experience, including tips and tricks within the experience management (XM) space. Watch this video to learn: - Where customer beliefs and perceptions come from - How to create excitement and purpose for your employees - Examples of best-in-case brands linking EX and CX ▬▬▬▬▬▬▬▬▬▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 00:00 - Introduction to Meet the Expert + Nate Brown 1:04 - If CX is customers' beliefs and perceptions, where do these perceptions derive from? 2:40 - How does focusing on employee experience end up creating a successful customer experience? 4:33 - How do you create excitement and purpose for your employees and how does that then translate into removing friction from the customer experience? 9:35 - Examples of best-in-case brands linking EX and CX 12:57 - Closing remarks