Brian Doyle

Brian Doyle

@bnhdoyle

Followers285
Following174

Profit, pricing and sales excellence leader; helping teams successfully lead all 5 generations in the workforce; speaker, author, advisor #RDU

Raleigh, NC
Joined on July 09, 2009
@bnhdoyle Statistics

We looked inside some of the tweets by @bnhdoyle and found useful information for you.

Inside 100 Tweets

Time between tweets:
21 hours
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Fun Fact

Everyword is a Twitter account created by Adam Parrish in December 2007 to share every word in the English language on Twitter. Since then, this account has tweeted 84k+ words.

Quoted @BassamSalem

My first 10 years in the US as a poor, minority, foreign student taught me to dislike driving; the experiences I gained in that first decade evoke a great deal of empathy for the African-American experience. https://t.co/1qlgrIyaga

An important perspective from a very smart man. Thank you for sharing these unpleasant memories @BassamSalem https://t.co/P4F04DJghy

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A4: Companies have been slower to adjust #CX to the pandemic than I would have guessed (not cust svc, more strategic CX). I think it's because they kept thinking things would quickly go back to normal and change is expensive. #CXChat

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Quoted @stephaniethum

@Advocitude @SueDuris I *really* think this is going to spill over into candidate experience (different from employee experience). In the war for talent, candidates are going to look for proof that companies want a cleaner environment, for example. Able to work remotely=less pollution, etc. #CXChat

Right. And if employers insist on in-person work in the future, they will look like dinosaurs to younger generations in particular. #Millennials #GenZ #CXChat https://t.co/QsyaVUA7bZ

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A3: Recently, cust svc phone lines are telling customers there will be long waits and directing them to the website. In my experience, that is immediately followed by a rep picking up. #CXChat

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A2: Most companies have been very accommodating during the pandemic, such that those that haven't changed appear to have taken a step backward. #CXChat

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A1: With everyone working from home, we need to be more forgiving of customer service reps working with family noise in the background occasionally. #CXChat

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As lockdowns are lifted, and businesses and other public places open gradually, we must prepare ourselves, or perhaps we already are or have, for a "new normal", a new way of doing business, and a new way of #CX. #CXChat

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@bnhdoyle good question. A related one is how to quantify the ROI so CEOs realize #CX drives more revenue than doubling the sales force (or the # of outbound BDR/SDR calls)?

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Great day for a 5K!  Thanks to Rise Against Hunger for organizing the virtual race.  24:06 - my best time in years! @Rise2030 #5K #StopHunger https://t.co/SXl1xEWd1w

Great day for a 5K! Thanks to Rise Against Hunger for organizing the virtual race. 24:06 - my best time in years! @Rise2030 #5K #StopHunger https://t.co/SXl1xEWd1w

A7: I don't know anyone in Stage 6 except maybe Zappos, but as far as progressing from Stage 2 in #CX maturity, consistently communicate your progress toward your business goals (not just CX goals). #CXChat

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@EJEngwall You should be calling at least one customer every day and asking two questions - (1) How are you? (2) What one thing could we be doing to help you be more successful? Only takes 10-15 minutes. Why - WHY - people don't do this. #smh #CXChat

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@bnhdoyle I've said it before here. An absolutely critical skill for #CX practitioners is the ability to influence others without authority. CX people rarely have the power to legislate change, so influencing skills make all the difference. #CXChat

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A6: Metrics definitely matter in #CX adoption. And not just CX metrics, but business metrics like revenue, profit, etc. #CXChat

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Quoted @stephaniethum

@bnhdoyle An old mentor once said, "You're always selling something." That's totally true in #CX. Keep your listening ears on at all times and your CX elevator pitch ready. #CXChat

Word. #CXChat https://t.co/YNbnN5yovB

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A5: Building momentum for #CX can be an internal sales role. Just like many other aspects of life, it may not be enough to do the right thing and expect people to follow. #CXChat #IfYouBuildItTheyWontCome

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Quoted @mishbatt

Totally agree @stephaniethum . Must be measured and integrated into everyone's performance metrics #cxchat https://t.co/wlNRqPTvCI

Performance targets ... amen! #CXChat https://t.co/D3977siKmT

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A4: It could help to show both leadership and employees what they'll get from the jump from "trying" #CX to "mobilizing" CX. #CXChat

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Quoted @clearaction

Agree! And this is why a unicorn type of leader is necessary for the VP-CX role . . . lots of business savvy is must-have #CXChat https://t.co/BbLFcfIVP6

Well said X2! https://t.co/54wk5lpAl2

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A3: To ensure #CX alignment and accountability, I recommend communication/visibility of both the plan progress and its associated results vs the vision. When people see you're executing the plan and getting results, they tend to get on board. #CXChat

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