Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Survey Reports.

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

SmartKarrot

JULY 15, 2022

Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. Recent studies have shown that customer-centric companies are 60% more profitable than companies that aren’t. In this write-up, we try to clarify all of those in the form of FAQs.

Customer Journey Mapping 10

Customer Journey Mapping Chief Customer Officer Customer Journey User Experience 10

Customer Bliss

NOVEMBER 23, 2018

Eric joined Hertz with the responsibility of building out the company’s loyalty program, owning three different pillars of the work: the voice of the customer pillar, customer experience and brand activation teams, and loyalty programs. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Customer Bliss

DECEMBER 6, 2018

, but with the emotions of the customer (“Am I having fun watching this video – or feeling impatient and frustrated?”),” and I couldn’t agree more. In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising. Yes, it’s important.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Customer Bliss

SEPTEMBER 20, 2018

Do you lead your business by thinking about your customers’ wants and needs? Are you putting the customer first? In today’s episode, we revisit two conversations with CX leaders representing global organizations about defining customer-obsession. What does customer-obsession look like?

Chief Customer Officer 131

Chief Customer Officer Culture Presentation Customers 131

Kayako

JANUARY 12, 2017

. “It doesn’t matter how far along your business is or how high you’ve scaled, you should never stop talking to your customers. That starts with listening to your customers, not just running the occasional survey, I mean really listening. How Startups Can Connect Customer Experience to Growth by John White.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Alignment

DECEMBER 18, 2017

Vendors such as Medallia, Qualtrics, MaritzCX, Inmoment, CustomerGauge, Rant & Rave, Confirmit, Watermelon (to name but a few) have enabled organisations to integrate their customer feedback into one place, to systematise market research surveys, to provide organisations and employees with scores vs. their (nps) target via tailored dashboards.

2017 45

2017 2018 Chief Customer Officer NPS 45

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. We specifically work with customer success teams, so we conducted a weekly survey to see what other customer success teams are going through.

2020 98

2020 Customers Communication Customer Success 98

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Beyond Philosophy

MAY 12, 2021

All these factors together—the changes in customer expectations and behaviors, the digital transformation disruption, and workforce changes—accelerated the intensity of challenges facing businesses this year. Porte adds that you should also know the Customer Experience performance of your partners. .

Customer Expectations 89

Customer Expectations 2021 Technology Chief Customer Officer 89

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP.

NPS 69

NPS Customers Customer Success Measurement 69

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Tune into the conversation, view the episode highlights, or read the transcript below. Episode highlights.

Metrics 98

Metrics Definition Engagement Measurement 98

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? As organizations align their teams around the customer, developing journey-based roles are growing in importance.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Lumoa

APRIL 24, 2018

It’s also a lagging indicator, meaning it doesn’t help teams proactively flag and address customer experience issues in real-time. All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Tune into the conversation, view the episode highlights, or read the transcript below. Episode highlights.

Metrics 52

Metrics Definition Engagement Measurement 52

Comm100

FEBRUARY 20, 2018

From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. There’s a reason why we’re so attracted to Chatbots (or at the very least, drawn into the conversation): Chatbots promise to do many things. Value in Customer Satisfaction.

ROI 50

ROI Contact Center 2018 Social Media 50