Rodney Smith

[Rodney Smith @RodneySmithCX]

@paulcastain https://t.co/lmqYNutU2B

[Rodney Smith @RodneySmithCX]

My marathon journey https://t.co/tSs5fCcfpq
It's how you respond.

[Rodney Smith @RodneySmithCX]

"If you’re looking for advice on how best to navigate COVID-19 as a business or professional, I’m offering complimentary 30 minute sessions through my profile on AdvisoryCloud. Feel free to book a time with me here. Happy to help: https://t.co/Xi3Tcd9Rro" Best to you! - Rodney

[Rodney Smith @RodneySmithCX]

Churn can increase by up to 15% if businesses fail to respond to customers over social media. (Gartner)

Takeaway: Consistent, reliable, timely response to customers across all channels (face to face, social, phone, bot, etc.) is hugely important. Full omni channel consistency.

[Rodney Smith @RodneySmithCX]

I am now available as an advisor on AdvisoryCloud. If you are ever seeking my business advice you can book a meeting with me here - https://t.co/s85THqfwW8 https://t.co/6t4zVsq9ib via @AdvisoryCloud

[Rodney Smith @RodneySmithCX]

"Culture is less about the 5 values painted on the lunchroom wall. It's more about how we operate, how we treat employees, and how we treat our customers." - Global PE Operating Executive
#culture #say #do #be #business #alignment #strategy #leadership #employeeexperience #CX

[Rodney Smith @RodneySmithCX]

“Customer experience is a catalyst of transformation. It directly impacts culture, strategy, structure and all parts of a business.” – Christine Crandell
#truth #cx #transformation #culture #strategy #structure #leadership #business

[Rodney Smith @RodneySmithCX]

Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 7x as likely to try a new offering, and 4x as likely to refer - Temkin Group

#customer #loyalty #repurchase #forgive #new #purchases #referrals #customerexperience #cx #leadership #ROI

[Rodney Smith @RodneySmithCX]

Go out and Make it a Monday to remember! Crush it this week!

#Experiences #Passion #Belief #Hustle

[Rodney Smith @RodneySmithCX]

It is anywhere from 5 to 25 times more expensive to acquire a new customer than it is to keep a current one. - Harvard Business Review
#customer #retention #leadership #customerexperience #brand #focus #alignment

[Rodney Smith @RodneySmithCX]

“Businesses often forget about the culture, and ultimately, they suffer for it because you can���t deliver good service from unhappy employees.” – Tony Hsieh
#build #culture #leadership #employeeexperience #customerexperience #business #say #do #alignment

[Rodney Smith @RodneySmithCX]

50% of customers naturally churn every 5 years. However, only 1 out of 26 unhappy customers complain; the rest simply churn. (Kolsky)
#churn #is #a #silent #killer #customerexperience #positive #experiences #culture #leadership #alignment #build #happy

[Rodney Smith @RodneySmithCX]

When the customer uses the word always followed by something positive about the company, you know there is consistency. Delivering a consistent experience creates confidence. Confidence can lead to trust. And, trust leads to potential loyalty. - Shep Hyken
#consistency #trust

[Rodney Smith @RodneySmithCX]

Go out and Make it a Monday to remember! Crush it this week!

#Experiences #Passion #Belief #Hustle

[Rodney Smith @RodneySmithCX]

85% of consumers churn because of poor service that could have been prevented. (Kolsky)
#churn #prevention #anticipation #customerexperience #leadership #alignment

[Rodney Smith @RodneySmithCX]

After having a positive experience with a company, 77% of customers would recommend it to a friend. (Temkin Group)
#customer #loyalty #customerexperience #positive #experiences #drive #customer #loyalty #and #recommendations #retention #churnproof

[Shep Hyken @Hyken]

The goal of reducing friction is to make the experience convenient and save the customer time. So, have a great product, offer great customer service and be more convenient. That’s a combination that is hard to beat.

[Rodney Smith @RodneySmithCX]

Go out and Make it a Monday to remember! Crush it this week!

#Experiences #Passion #Belief #Hustle

[Rodney Smith @RodneySmithCX]

@btemkin @Avis Mind blowing. The equivalent of customer malpractice. Inside-out thinking on full display. #switching #costs #are #low

[Rodney Smith @RodneySmithCX]

@btemkin @Avis Nothing like companies showing their true colors! Their moto - let's make your customer experience as painful and unpleasant as possible so you won't do business with us again. Then we will act surprised, unaware or clueless and perhaps blame you. But our purpose says we care ;)