CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. It may take intense relationship building and a dedication to communicating CX results. He or she tracks the data that proves the ROI of CX works. Your CCO is responsible for setting the bar.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics Innovation 247

ClearAction

DECEMBER 5, 2023

As changes happen, communicate proactively to manage expectations. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Freed-up Customers also leads to Margin Expansion and Expanded Purchases among Promoters and other customers.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

Customer Bliss

MAY 2, 2019

Once a CSM was in place, she was able to really scale and grow the customer base. Rosalyn talks about the customer delight approach, which people talk about a lot. However, at Allovue, they didn’t see much of an ROI with this method. Rosalyn Curato is Chief Customer Officer at Allovue.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Over time, Edwin began to see how branding and reputation management played a role in customer experience.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. The ROI is there. as soon as you can.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. That starts with the right solutions. .

Customer Success 97

Customer Success Net Promoter Score Chief Customer Officer Leadership 97

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.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 2 – Connect ROI to Growth. They needed to gain a deeper understanding of what the experience was like for customers.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. The value of customer experience. One of the hardest question that a CEO gets asked from his or her board is to quantify the ROI on CX initiatives. ” It is an irrefutable ask!

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Gainsight

APRIL 27, 2020

Given this, CFOs are increasingly being pulled into conversations around customer success with their Chief Customer Officers, VPs of Customer Success, and other executives. I asked our CS team to revisit the leading indicators they look at—like Deployment, Engagement, Adoption (both depth and breadth), and ROI.

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Companies apply the golden rule of business to customers and employees. . CS brings focus to their purpose. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Customer Bliss

NOVEMBER 21, 2017

In addition to enhancing the customer experience, are you looking at retention rates and lead conversions? Continue to maintain the balance of improving customers’ lives and proving ROI. Marc: I would rethink how I handled the initial communication with the leaders in the organization.

User Experience 0

User Experience Chief Customer Officer Customer Journey Mapping Customer Journey 0

Pointillist

MAY 19, 2020

times more likely than underperformers to be able to connect customer data in each channel with three or more other channels. “ Diane Magers, CCXP Founder and CEO Experience Catalysts For the second consecutive year, quantifying the ROI of customer experience initiatives is the top CX challenge.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Ideally, this concept should originate at the senior leadership level.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. No cohesiveness among the team, lack of communication — @lttlewys. Such a loose confederation would never fly in sports!

Customer Experience 94

Customer Experience Sports Chief Customer Officer Customer Centricity 94

ChurnZero

NOVEMBER 27, 2019

Furthermore, while attaching financial value to your product features isn’t always clear cut (or comfortable) , it’s an important part of the customer dialogue. By fully understanding the metrics that matter most to a customer , you’ll be best positioned to demonstrate the value and ROI of your solution. . .

2019 75

2019 E-support Chief Customer Officer Events 75

Customer Guru

MARCH 7, 2018

We wanted to be a capable company where customers come because of the superior customer experience and the quality of the products. This approach helped us comprehend that our final customers were not just big pharmaceutical companies but the patients who are using our products. For me, going over the top might not help.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

CSM Magazine

AUGUST 22, 2019

Attendees will leave with strategies to: Build Voice of Customer Analytics into Your Proactive Support Strategy: Create a closed feedback loop to understand how your customers want to communicate with you, analyse resulting data to anticipate customer expectations and improve overall customer experience.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Gainsight

JUNE 23, 2022

Chief customer officers should consider ways to efficiently scale. This is true for five key reasons: New sales will decline rapidly as fear slows new decisions, so existing customers become even more important. Pooled approaches to customer success. Peer-to-peer communities to allow clients to help one another.

Financial 52

Financial Chief Customer Officer 2022 2008 52

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Return on Investment Chief Customer Officer Customers 106

ChurnZero

JULY 9, 2020

Demonstrated ROI – does the customer have proven results? Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases.

Marketing 64

Marketing Webinar Reference Events 64

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. ROI in Agent Happiness (and Better Allocation of Corporate Resources). Customers can get upset if they don’t feel valued or respected by an agent. Why Chatbots?

ROI 52

ROI Contact Center 2018 Social Media 52

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

2020 120

2020 Customer Experience Definition Metrics 120

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. Financial Linkage of NPS to Business Outcomes (ROI). This blog is a summary of those findings.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

JANUARY 4, 2019

I predict more companies will digitally transform their customer onboarding process to include AI in a customer-facing role. Bringing intelligent extraction into backend systems will enable digitally-savvy businesses to make communications on their apps more cognitive and more contextual. Such days are waning.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. Mike Rivisto and Jessica Countess, ServiceChannel. While their recent NPS score of 73.8

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

SmartKarrot

FEBRUARY 9, 2022

With SmartKarrot’s reporting feature, you can see how much each CSM is dealing with and the modes of communication or contact made. CSMs need to know the latest trends and hacks in customer success. You need to tie and demonstrate how CSMs or customer success teams’ work impacts the company’s growth. The ROI Pitch.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Definition 90

Definition Metrics Customers Customer Experience Management 90

Gainsight

FEBRUARY 9, 2022

ROI demonstrated), and advocacy (e.g., You can roll these up into a customer health score and focus the CSMs on improving client health. ROI demonstrated), and advocacy (e.g., You can roll these all up into a customer health score and focus the CSMs on improving client health. These can be tied to adoption (e.g.,

Customer Success 52

Customer Success Chief Customer Officer Sales Consulting 52

Comm100

APRIL 26, 2020

The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?” Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. It can be tricky to isolate the actions that will result in maximum ROI. about creating listening paths of various types.

Culture 52

Culture White Paper Customer Centricity Feedback 52

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. How do you make your customer’s important requests stand out from the noise?

Feedback 54

Feedback E-support Net Promoter Score Metrics 54

SmartKarrot

AUGUST 16, 2022

You are connected to customers and so know what they face on a daily basis. You can customize your approach and strategy with customers. Quarterly business meetings help build strong foundations and encourage excellent communication between all stakeholders. Highlight ROI to C-suite executives.

Chief Customer Officer 10

Chief Customer Officer ROI Metrics Social Media 10

CX Journey

NOVEMBER 6, 2014

Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? customer experience voc voice of customer'

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Hotels Consulting Culture Chief Customer Officer 68