Wootric

DECEMBER 8, 2019

Traditionally used to assess and improve support interactions, CES is now guiding improvements in onboarding in the SaaS sector, driving customer-centric culture in healthcare and more. In the book The Effortless Experience , Matt Dixon and his coauthors lay out research results that are surprising. Why Focus on Effort?

Effort Score 59

Effort Score Net Promoter Score Metrics Healthcare 59

Beyond Philosophy

AUGUST 15, 2019

Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ijgolding

NOVEMBER 13, 2018

Ultimately, establishing the Voice of Customer in your client base will help you leverage positive reviews and organic word-of-mouth, which will help you grow your business. The key difference between a B2C and B2C VoC program is that the latter requires a complete shift in company culture. My book, ‘Customer What? –

B2B 74

B2B B2C Automotive 2020 74

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. The customer, and the customer’s loyalty, can never be taken for granted – a fact well-understood, and driven into the organizational DNA, by the CCO.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Comm100

APRIL 26, 2020

Wrestling through that book caused something to click in my mind…and stirred up a new hunger. The idea of designing great experiences even BEFORE they reach customer service would change my whole outlook on service. However, you also mention that lasting experiences almost always come down to the need for a culture change.

Culture 52

Culture White Paper Customer Centricity Feedback 52

Wootric

MAY 12, 2020

That gut ‘voice of customer’ reaction complements all the behavioral tracking. When it becomes a firehose, you are ready for text analytics to tell you what your customers are feeling and what they care most about. . In 2014, Airbnb increased bookings from their referral program by more than 300% per day.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

ClearAction

DECEMBER 16, 2017

Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns. Consider listening to current, lost and potential customers.

Customer Centricity 54

Customer Centricity Consumers Customers Culture 54

ChurnZero

FEBRUARY 26, 2021

Put simply, Customer Success does a lot of things for a lot of people. As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. It’s a huge [customer] lifecycle,” says Matt.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. What did we hear, what did we see?

2017 45

2017 2018 Chief Customer Officer NPS 45

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. You would not ask someone to audit your books if they were not a qualified accountant…….would

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

Qualtrics

FEBRUARY 20, 2019

Book your place now. I focused on workplace culture and structure, and their impact on GE’s overall performance”. I was an internal consultant helping different business units improve their relationships with customers. My time at GE taught me the importance of linking employee experience and customer experience.

2002 30

2002 B2B Culture Events 30

CX Journey

DECEMBER 27, 2017

If you did, I would imagine that you'd include things like specific and measurable process improvements, cost efficiencies, culture changes, and customer retention as some of your critical KPIs. These things cannot be achieved without taking real action on the feedback. If you have knowledge, let others light their candles in it.

Feedback 47

Feedback Metrics Culture Customer Retention 47

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

CX Journey

SEPTEMBER 7, 2017

I don't think anything there will surprise you, but at the end I recommend a book that I think all CX professionals should read! Check it out. At first they will ask you WHY you are doing it, but later they will ask you HOW you did it. Unknown.

Webinar 38

Webinar Books Feedback Communication 38