Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Positive, encouraging, and likeable leadership is critical. Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Positive, encouraging, and likeable leadership is critical. Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. 1: Human Experience is Greater Than Customer Experience. Article No. ’ Article No. In the Inc.

2019 210

2019 Article Net Promoter Score Financial 210

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 4. Management and Leadership Interactions. Extend these observations to the company’s leadership team.

Contact Center 159

Contact Center Culture Leadership Engagement 159

ChurnZero

DECEMBER 2, 2022

If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. How to transition your CSMs’ book of business with Alli Tiscornia, CCO, ChurnZero.

Books 98

Books Webinar Chief Customer Officer Customer Base 98

Alida

NOVEMBER 8, 2017

In our Q&A below, Kelly discusses how companies can build common goals to achieve customer centricity, when she realized that passion and empathy were equally important for leadership and how business leader Jack Welch inspires her. Why is it important to have customers at the heart of decision-making at a strategic level?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Customer Bliss

MAY 26, 2016

During the economic downturn, a shift in understanding took hold that nurturing existing customers is more profitable than acquiring new customer. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. How to Build Your Customer Driven Growth Engine.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

ChurnZero

AUGUST 5, 2022

If you’ve been in Customer Success for some time, you’ve likely worked on a team where the measure of one CSM for every $1 million ARR was a defining metric to build a CSM’s book. It assumes all customers are of equal value to the business. Use a bottom-up approach to establish CSM book size and coverage ratio.

Customer Success 98

Customer Success Management Touchpoint Books 98

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Gainsight

OCTOBER 22, 2020

By identifying risk in your customer base, your team will drive action to mitigate it faster and help drive up retention. Naturally, the first step of establishing a renewal process is defining the leading indicators of risk within your customer base. That’s why our customers love our Journey Orchestrator feature.

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

ShepHyken

JANUARY 25, 2019

Ideally, customer service representatives in your company are undergoing periodic training to ensure they are truly listening to customers; concerns. If this training has not yet occurred, you can take a leadership role by having informal training sessions. Or, by asking questions at the appropriate time.

Customer Satisfaction 120

Customer Satisfaction Blog Books Customer Service Representative 120

Beyond Philosophy

SEPTEMBER 10, 2015

For my last corporate gig, I always said, “Happy people give you happy Customers.” Based on the findings by Foresee, I might now amend that to say, “Happy People give you Happy Customers that spend more money!” Are your Customer Experience and Employee Experiences combined and complementary? Who doesn’t want that?

Engagement 167

Engagement Employee Experience Retail Consulting 167

Alida

MAY 10, 2016

During the economic downturn, a shift in understanding took hold that nurturing existing customers is more profitable than acquiring new customer s. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

Customer Bliss

MARCH 28, 2018

Having the whole company and different departments understand how customers measure value is important. When I was first starting out, there weren’t as many books and conferences, but now we have more resources that I wish I had access to this earlier. Business to Business Customer Experience Leadership with Tabitha Dunn.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Daniel Group

JUNE 25, 2024

So there’s a strong incentive, which is probably why you see a lot of talk among publicly traded companies about their CX strategy, what they’re doing to improve CX because they see the value of of, of getting those customers more loyal and managing that important critical, asset for your business, your customer base.

B2B 105

B2B Magazine 2023 Innovation 105

Oracle

FEBRUARY 28, 2019

. “Within six months after an omnichannel shopping experience, these customers had logged 23% more repeat shopping trips to the retailer’s stores and were more likely to recommend the brand to family and friends than those who used a single channel.” Guests can also purchase merchandise through the tool.”

Omnichannel 106

Omnichannel Brands Customer Experience Hotels 106

ShepHyken

MAY 13, 2024

Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.” Ease of use. Personalization.

Article 77

Article Customer Service 2024 Loyalty Programs 77

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Top ten Customer Success resources of 2022. 1/ How to transition customers to a new CSM.

2022 90

2022 Webinar Leadership Metrics 90

Gainsight

JANUARY 4, 2021

Launching Customer Success. Customer Success Team Management. Customer Success Career Advice. Customer Success Leadership. Customer Onboarding: From Implementation to Time to Value. Customer Experience. Scaling Customer Success. How Customer Success Leaders Can Become More Strategic.

2021 111

2021 Customer Success Webinar Multi-Channel 111

Lumoa

MAY 21, 2018

In the new world, that inverts." - Jeff Bezos , CEO at Amazon But hold on in there, marketing doesn't (and shouldn't) manage the whole customer journey alone. Top leadership Top leadership (C-Suite leaders and senior management) should set and communicate a clear customer centric vision, set targets and follow them up.

Customer Experience 122

Customer Experience Customer Centricity Net Promoter Score Customers 122

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. to-1 ratio,” reports the book Firms of Endearment 2. 3 Putting Customers First: If Not You, Who?

Management 69

Management Customer Experience Management Books Financial 69

OpinionLab

SEPTEMBER 12, 2017

I’m a big fan of the show, having seen all episodes and read all the books. Think of the money they spent on me and then project that across an entire customer base. This is purely the result of his integrity, leadership skills and the respect he commands as a result. Jon Snow is like an open book.

NPS 94

NPS Net Promoter Score 2003 Measurement 94

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

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Customer Success 87

Customer Success Chief Customer Officer 2021 Webinar 87

ProProfs Chat

AUGUST 21, 2020

For Google, millions of small businesses form a major chunk of its customer base and with an empathetic approach, it is helping them stay alive. Google launched an appointment-setting program to help small merchants offer easy online appointment bookings.

Culture 105

Culture Net Promoter Score Apparel Sales 105

Lumoa

OCTOBER 24, 2023

Promoter scores, sales, and revenue all go up when your customer base is happy and satisfied. Through repetition and consistency, you can hardwire happiness into your customer experience, which builds customer loyalty and employee motivation. Learning about the benefits of happiness is only the first step.

Competitive Advantage 78

Competitive Advantage Customer Experience Net Promoter Score Culture 78

Oracle

JUNE 23, 2020

’ When your customer base feels cared about, it builds brand loyalty and increases positive word of mouth.” Then, as you continue networking remotely in the future, those pieces remain there for new contacts and prospects to see as a part of your portfolio of thought leadership.” as part of your job.

Social Media 94

Social Media Webinar Events Connections 94

Gainsight

OCTOBER 7, 2019

As a company, Gainsight’s success has been firmly pegged to the success of the customer success movement. Adoption across our customer base this year has been monumental—we’ve increased expansion bookings by 100% from last year. Unity technologies, ADP, and Slack are just some of our new Gainsight customers.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

CSM Magazine

JANUARY 20, 2020

In an excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl provides a guide to preparing a plan for customer service success. The foundation of a Customer Service Plan must be clear. Management is about execution: leadership is about strategy and change.”. Gather Information.

Customer Service 64

Customer Service Books Customer Satisfaction Financial 64

SurveySensum

OCTOBER 27, 2020

We place a great emphasis on organization-wide execution of customer-centric strategy to ensure maximum impact in implementing our recommendations. Insofar, we’ve helped over 100 companies transform the way they do business with their existing customer base, among which are companies such as New Relic , Accent Technologies , and Veriforce.

Customer Success 59

Customer Success 2013 2014 Consulting 59

Amity

AUGUST 5, 2016

I still get involved in a lot of customer situations, and the Directors and I meet on a very regular basis to stay in touch with what’s happening. Our executive leadership team is also very involved with our customers demonstrating their commitment to customer success. But like I said -- a LOT of meetings!

Customer Success 91

Customer Success Culture Customers 2011 91

PeopleMetrics

MAY 10, 2017

From business books to classic literature, much has been written about the necessity of visualizing your destination and defining your target. Does success mean closing lagging branches while retaining and growing the existing customer base? When you're a best bank to work for? Or maybe it's a matter of streamlining operations.

Customer Experience 59

Customer Experience Banking Metrics Customer Centricity 59

Pointillist

MAY 23, 2018

A global travel company, for example, used journey discovery to focus on the journeys of 20,000 anonymous customers and connect their online and offline behaviors—incremental holiday bookings, email open rates and click-through rates—to create unified journeys. Real-time Personalization.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. As Bates and Petouhoff share in the book, “happy employees make for happy customers.”.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

ChurnZero

SEPTEMBER 4, 2020

Example: At the 180-day post onboarding mark, send your customer performance reporting now that they regularly use the product and have viable data to glean insights from. Or automate a task and email to schedule an executive review so you can showcase the team’s gains to leadership and sponsors. . .

Customer Success 87

Customer Success Engagement E-support Books 87