Ragna Ghoreishi, Author at Ragnadigital

by Ragna Ghoreishi May 26, 2024

Customer Success

The art of elevating tech touch Customer Success strategies with AI: Creating value for all customer tiers

In today's fast-paced digital landscape, customer success has become a driving force for revenue increase and a critical differentiator for businesses focusing on retention and growth of their customer base through delivering an effortless and valdue driving experience. The growth potential through this focus is significant and explains why it is so important to focus on retaining and growing existing customers. Traditional methods of customer interaction, such as in-person meetings ...

by Ragna Ghoreishi May 26, 2024

The people side of Customer Success – Expert Insights on core principles and the transformative impact of AI

Exiting announcement from the Institute of Marketing and Customer Insight at Hochschule St Gallen. In the March/2024 issue of the Marketing Review St Gallen which focuses on Customer Success and its impact in B2B, I could share my views focusing specifically on the people side of Customer Success. My article explores the pivotal role of Customer Success (CS) in organizations from the perspective of a practitioner, emphasizing its importance in economic turbulence ...

by Ragna Ghoreishi May 25, 2024

Publications and podcasts

Customer Centricity expert talks: Let´s kick it off

This is a project I wanted to kickstart since a while. Transfering the coffee house culture that my hometown Vienna is known for with intelligent conversations with the experts in my network that are as passionate about Customer Centricity as I am. In this new format I will host friendly and authentic conversations about topics centered around the learnings and wisdoms of my knowledgable guests on Customer Experience, Customer Success, Advocacy. We ...

by Ragna Ghoreishi April 19, 2024

CX , Strategy & transformation

It is the balance, stupid! Navigating Customer Centricity in Product Roadmaps: Balancing Vision and Feedback

Free after the famous election qote for Bill Clinton in 1992 "Its the economy, stupid!" Lets talk about balancing vision and feedback when it comes to customer centricity in product roadmaps. In the dynamic business context, the concept of customer centricity has become more then just a buzzword. It became a cornerstone of strategic planning. This approach not only enhances customer satisfaction and loyalty but also drives the creation of value ...

by Ragna Ghoreishi February 4, 2024

be innovative to overcome surfey fatigue

CX , Strategy & transformation

Beyond Surveys: Innovative strategies to combat customer feedback fatigue

In the digital age, customer feedback has become the cornerstone of business strategy and customer experience improvement. However, as traditional surveys become overused, customers are experiencing customer survey fatigue, leading to lower response rates and potentially skewed data. This calls for innovative strategies to gather customer insights while keeping the process engaging and effective. The question is: how can you go beyond surveys to find innovative strategies to combat customer ...

by Ragna Ghoreishi April 23, 2023

Customer Success , CX

Support – the game changer in the digital world

Support is so important? Really? Of course your product needs to meet the need of your clients. Of course the quality of your product, value proposition, the marketing concept etc need to fulfill what your clients desire and I hope you have done your research to be in line with the market need. There is an unobtrusive process, that appears to lead a wallflower existence in many companies. It is not ...

by Ragna Ghoreishi October 4, 2021

Employee Advocacy – what is it and who can benefit from it

How can companies differentiate themselves from others? How can a brand build up trust - specifically in times where people cannot meet face2face? How can a potential client find someone to talk to when going into the shop is not possible or people to talk to are anyway not located and available in your hometown? How can a seller in a highly competitive marketplace build reputation as a trusted advisor ...

by Ragna Ghoreishi January 7, 2021

How KPI driven is Client Experience?

In today´s business world leaders on all levels rely on straight forward ways to explain the health, success and progress of their departments or businesses. A way to compare within a company and between companies are KPIs - Key performance indicators. How KPI driven is Client Experience? Which KPIs are relevant for let´s say a "soft" area like Client Experience? Which KPIs are key to show the essence of the ...

by Ragna Ghoreishi December 21, 2020

Client Experience - brandnew or an old hat?

Customer Success , CX , Strategy & transformation

Client Experience – a brandnew hot topic or an old hat?

Client Experience (CX), client centricity, advocacy - themes frequently listed as brandnew hot topics or running hand in hand with a company´s digital transformation. But is Client Experience (CX) - is this client focused thinking - really so brandnew or an old hat? The best read One of the best books I have ever read (no kidding!) about the essence of CX is Raving Fans from Ken Blanchard and Sheldon ...

by Ragna Ghoreishi December 1, 2020

Focus on your clients - but put yourself in your clients´shoes is this how you would like to be treated?

Too focused on client experience – could that be?

You are dedicated to understand the client experience on your buying journeys. You ask your clients for feedback to learn where you need to improve, you have your touchpoints defined. You want to "deliver WOW through service" (like Zappos´adorable famous #1 core value) - but is there such thing as overdoing the focus on your client? Or in other words - what happens when you, despite your best ...