You’re in a new company and in a new customer experience (CX) role. So, what should the next 30, 60, and 90 days look like for you to see success? Start here: listening to your customers and focusing on them.

n

This means getting on a lot of video calls, getting comfortable with a loose agenda, and engaging with and understanding as many customers as possible. Good news: you can share the responsibility with other leaders in the organization.

n

Today’s guest on The Customer Experience Podcast, Jeff Breunsbach, has held multiple leadership roles in customer success and is a Founder of Gain Grow Retain, a customer success community and podcast.

n

He was a Partner at Customer Imperative, a CS and CX consultancy, when it got acquired, so he found himself in a new organization and a new CX role.

n

Now Director of Customer Experience at Higher Logic, Jeff worked to create alignment of the customer lens, the employee lens, and the new-to-the-organization lens over his first 90 days and helps people to think about community more broadly than just an online platform.

n

Customer engagement and success should involve direct customer-to-customer connections – even when your team members aren’t around. Community is about peer connection, value, and education.

n

Jeff and I discuss…

n

• Why CX is shaped by every interaction customers have with your brand
n• How to approach the first 30, 60, and 90 days in a new CX role
n• Which characteristics are essential for a good customer experience leader
n• How to go from “zero to one” with business ideas
n• How to support better peer-to-peer connection and engagement for your customers

n

n

n

Your First 30, 60, and 90 Days in a New CX Role

n

Take this episode of The Customer Experience Podcast anywhere you go in your favorite podcast app:

n

• n
  • Apple Podcasts

n

• • Spotify

n

• • Stitcher

n

• • Google Podcasts

n

n

When you visit, please give an extra click to review the show — it’s very helpful. Of course, you can also subscribe and/or write a review,

n

We embed these episodes in their companion blog posts, too.

n

Hear to the entire conversation with Jeff Breunsbach of Higher Logic right here:

n

Listen to “۱۱۷. Your First 30, 60, and 90 Days In a CX Role w/ Jeff Breunsbach” on Spreaker.
n

n

n

n

n

n

n

n

n

Video Highlights: Your First 30, 60, and 90 Days in a CX Role

n

Check out the top five video highlights from the discussion with Jeff Breunsbach of Gain. Grow. Retain. below…

n

n

۱. Customer Experience Shaped By Every Interaction

n

n

n

n

۲. First 30, 60, 90 Days in a New CX Role

n

n

n

n

۳. Characteristic of Good CX Leader

n

n

n

n

۴. Going from Zero to One

n

n

n

n

۵. Two Barriers to Peer-to-Peer Connections

n

n

n

n

Links Related To Our Conversation:

n

• n
  • Jeff Breunsbach on LinkedIn

n

• • Gain. Grow. Retain.

n

• • Higher Logic

n

• • Jay Nathan on LinkedIn

n

• • Peloton

n

• • Ethan with Jeff and Jay on the Gain. Grow. Retain. Podcast

n

n

n

n

Similar Episodes You’ll Enjoy:

n

• n
  • “Restoring the Human Factor to Fulfill the Big CX Dream” with Ben Smithwell (Director and CX/Service Design Principal, Comotion)

n

• • “۱۰ Rules for Building a Category and Building a Community” with Sangram Vajre (Chief Evangelist and Co-Founder, Terminus)

n

• • “۳ Best Practices of a Great Community Builder” with Joe Huber (Customer Community Strategist, Sprout Social)

n

n

n

n

Get More from The Customer Experience Podcast:

n

• n
  • Apple Podcasts

n

• • Spotify

n

• • Stitcher

n

• • Google Podcasts

n

n

n

n

n
n

n