Advisor & Fractional Exec
Fractional Executive Strategist, Accomplished Speaker, Author, Turn-Around and Growth Specialist, Angel Investor and Serial Entrepreneur
Advisor & Fractional Exec
Fractional Executive Strategist, Accomplished Speaker, Author, Turn-Around and Growth Specialist, Angel Investor and Serial Entrepreneur
Bio & Info
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
Bio & Info
Steve has built a career transforming, growing, expanding and turning around businesses. He has created successful companies by delivering remarkable customer experiences. Steve makes sure each employee has the actionable knowledge necessary to make better decisions, build great culture and serve customers in a way that increases loyalty, referrals, sales and satisfaction.In his recent role with Panviva, the knowledge cloud company, Steve expanded the Australian software company successfully into the US to a market powerhouse position. Steve also advises many companies annually on their CX strategies. Industry associations, publications, and Fortune 500 companies invite him to speak and write about CX best practices in healthcare, finance, utilities, insurance, and telecommunications.A successful entrepreneur in his own right, Steve has built and sold six companies. He has spent many years cultivating his approach to CX and each company has held to the mantra of “the customer is at the center of the universe.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity.Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
In fact, his first CX initiative was a college Honors project where Steve redesigned the student registration system to ease the process of registering for classes and enhance the student registration experience. He then went on to running an Technology Division with over 12,000 employee customers, while working for one of the largest global government contractors. All the while addressing internal customer expectations and increase customer satisfaction and productivity. Next, he perfected the concepts of personalization with marketing automation tools to better target and deliver one-on-one communication with customer messaging. Now, Steve is focused on helping business leaders build great strategies to deliver the ultimate in customer experiences and drive their business to new heights.When he is not driving CX strategy or launching companies, Steve plays the guitar and mentors startup business. He lives in New Hampshire with his wife and sons.
Media And Events
Stephen is joined by Greg Ortbach (CX Engagement, Catalyst) and Roy Atkinson (Senior Writer/Analyst, Informa Tech). In this new webinar they talk about keeping up with new CX technology and our customer’s changing expectations.
Recent Articles
Customer Experience:How to Create a Customer Success Plan Aligned with a CX Strategy (March 2022)
Customer Experience:In 2022 Your Business Needs to Develop a Customer Promise (March 2022)
Customer Experience:Have Remote Working and Work from Home Been Good for Customer Experience? (March 2022)
Customer Experience:Why Your Business Always Needs to Measure Customer Experience (February 2022)
Customer Experience:Are You at Risk of Eroding All of Your Built-up CX? (February 2022)
Customer Experience:Have We Gone Too Far with CX and Have We Created CX Monster Consumers that Have Expectations We Cannot Meet in Today’s Economic Climate? (February 2022)
Customer Experience:How Can You Continuously Improve Your CX Strategy? (February 2022)
Customer Experience:How Can You Engage All Employees to Follow the New CX Strategy? (January 2022)
Customer Experience:How Often Should You Seek Customer Feedback, and Should You Pay for It? (January 2022)
Customer Experience:How to Build Your Core CX Team (January 2022)
Customer Experience:How Can You Get a Customer’s Attention and Keep their Attention?(January 2022)
Customer Experience:What Factors Beyond Your Control or Awareness can Affect Your Customer’s Experiences? (December 2021)
Recent Events
StartupGrind: Overcoming Key Obstacles for Startup Success
General Assembly: Mastering Customer Experience to Drive Growth
AI World: Automation & Future of Work
AMA Boston: Why Bots & Humans Need to Collaborate to Drive Customer Experience
NEHAM Annual Regional Conference: CX and Bot
Podcast: The Science Of CX
Tacey Atkinson is a seasoned expert in the world of customer experience and customer-centric services, bringing over 35 years of management experience in customer service industries to the table.
She is the CEO of Customers First, a company dedicated to curating customer-centric cultures to boost sales and reduce employee attrition.
Tacey’s mission revolves around instilling the values of relationship building and customer experience in businesses across various industries worldwide.
Born and raised in Nova Scotia, Canada, Tacey’s upbringing was deeply rooted in her father’s commitment to community and relationship building. Her father’s dedication to serving and caring for customers left an indelible mark on her, inspiring her to follow in his footsteps and share his legacy of customer-centric values with the world.
At Customers First, Tacey Atkinson has developed a unique and interactive training program called “cake,” designed to enhance employee engagement and foster lasting brand loyalty. Through strategic planning, leadership training, customer-facing team training, and speaking engagements, she empowers organizations to prioritize customers and create memorable experiences.
Tacey Atkinson’s dedication to elevating the customer experience extends beyond the customer-business relationship. She also advocates for prioritizing employee experiences, recognizing that a satisfied and motivated team is essential to delivering outstanding customer service.
In her pursuit of bringing back the human touch to customer service, Tacey encourages businesses to put their teams and customers first. She believes that by building strong relationships and fostering a culture of care and commitment, organizations can naturally achieve success and financial growth.
Key Takeaways
1. Prioritizing Customer-Centric Cultures: Tacey Atkinson emphasizes that by making customers feel valued and cared for, businesses can build lasting relationships and achieve long-term success.
2. Personalization Matters: Tacey advocates treating each customer as an individual rather than a transaction, drawing from her own experiences growing up in a family that prioritized personal connections.
3. Employee Engagement and Satisfaction: A happy and motivated employees are essential to delivering exceptional customer service.
4. The Human Touch: In a world increasingly dominated by technology, Tacey believes that genuine, human connections are at the core of exceptional customer experiences, and businesses should focus on building and nurturing these connections.
Timestamps
[00:04:52] Tacey emphasizes the significance of building customer-centric cultures in organizations and how it leads to long-term success.
[00:09:37] Personalization in customer interactions is discussed, with Tacey sharing insights from her upbringing and how it influenced her views on the importance of personal connections.
[00:13:58] Tacey highlights the role of employee engagement and satisfaction in delivering exceptional customer service and its impact on overall business success.
[00:18:20] The interview explores the need to strike a balance between technology and the human touch in customer service, with Tacey advocating for genuine, human connections.
[00:25:09] Tacey discusses the concept of “emotional intelligence” and how it can be harnessed to enhance customer experiences and build lasting relationships.
Quotes
1. “Success in sales is about opening relationships, not just closing deals.”
2. “Personalization is your secret weapon in a world of automation.”
3. “Create ‘wow’ moments to turn customers into brand advocates.”
4. “Embrace technology without losing the human touch in customer service.”
Connect with Tacey
LinkedIn – https://www.linkedin.com/in/taceyatkinson/
Website – https://www.taceyatkinson.com/
Instagram – https://www.instagram.com/taceyatkinson/
