Terry Reynolds

Managing Director Customer Experience Marketing, @WCIRB

[Terry Reynolds @TReynoldsFolsom]

MAKING MONEY AND THE CUSTOMER EXPERIENCE: ASSUMPTIONS CAN KILL YOUR BOTTOM LINE https://t.co/2rHys0RUlV

[Terry Reynolds @TReynoldsFolsom]

INTOVERTED PROFESSIONALS: ROLE PLAYING TO BRING COMFORT TO NON-TECHNICAL CONVERSATIONS: CX Strategies https://t.co/PNGFG3z8xw

[Terry Reynolds @TReynoldsFolsom]

THE MUCH NEEDED AHA MOMENT: Customer Experience Strategies https://t.co/oJVj5n64ez

[Terry Reynolds @TReynoldsFolsom]

THE CUSTOMER JOURNEY HAS SOME UNIQUE TOUCH POINTS: Customer Experience Strategy For a Professional Services Company https://t.co/XTtSudCKd2

[Terry Reynolds @TReynoldsFolsom]

YOU DON'T OWN YOUR BRAND OR YOUR CX: Customer Experience Strategy For a Professional Services Company https://t.co/tZY2rIQYMw

[Terry Reynolds @TReynoldsFolsom]

ASSEMBLING THE RIGHT TEAM: Customer Experience Strategy In An Engineering Company https://t.co/FrXg0Z3zzJ

[Terry Reynolds @TReynoldsFolsom]

Words to live your business life by: http://t.co/FkciHKB7Mz

[Terry Reynolds @TReynoldsFolsom]

Customer Experience Strategy For Professional Services https://t.co/anstOVjzdR

[Terry Reynolds @TReynoldsFolsom]

Customer Experience Strategy For Professional Services https://t.co/N70hsyLkIh

[Terry Reynolds @TReynoldsFolsom]

http://t.co/1ukuoC4MRH how we look at sales versus how our client's may look at sales is a disconnect we should be aware of.

[Terry Reynolds @TReynoldsFolsom]

Individuals understanding how they make a difference in our client's/community's lives drives success. Award winner- http://t.co/xA12LAypPA

[Terry Reynolds @TReynoldsFolsom]

Strategy ambiguity could be disastrous for an organization. http://t.co/LLDae08HXA

[Terry Reynolds @TReynoldsFolsom]

Firms w/engaged employees= more revenues/profits and lowers cost associated with productivity/retention. DUH! CX is intuitive to employees.

[Terry Reynolds @TReynoldsFolsom]

@BainInsights you get a clear picture of how to get to loyal clients that stay and pay and promote for you. http://t.co/2t8kxgYrvG

[Terry Reynolds @TReynoldsFolsom]

Part of a solid #cx strategy is a voice of client element. Even the busiest PM can find 2 min to get feedback http://t.co/9lgxrYcMpz

[Terry Reynolds @TReynoldsFolsom]

Sales Success Metric=5% BD cost. Retention Success= 95% of base. Recoup loss of $30mil*5%=$1.5mil. What are you spending on retention?

[Terry Reynolds @TReynoldsFolsom]

http://t.co/UZX06hT5NJ See how Senior Leadership could leverage a focus on Customer Experience to engage employees and build happiness.

[Terry Reynolds @TReynoldsFolsom]

Tying #CustomerExperience and the @NetPromoterSys to #employeeengagement to differentiate as an employer as well as a with our clients.

[Terry Reynolds @TReynoldsFolsom]

#Harvard Business School's Working Knowledge for Business Leaders weighs in on #customerexperience. http://t.co/8jCjSbR7Xx

[Terry Reynolds @TReynoldsFolsom]

To win against competition you must build your best in class client experience agnostic to your industry. That is differentiation.