Pointillist

JUNE 5, 2019

High Performers Succeed With a Data-Driven, Journey-based Approach to CX “An understanding of customer feedback doesn’t tell you all you need to know about your customers’ experiences. To get the full picture, you also need to understand actual customer behavior.

Customer Journey 89

Customer Journey Measurement Management NPS 89

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Qualtrics

AUGUST 20, 2021

“I'm happy to tell you something I'm sure you've heard before: successful CX companies are those that listen and act on feedback.” Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom. When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Customer Alignment

DECEMBER 18, 2017

From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. I hesitate to call these listening activities insight. Used well, with the right analysis on accurate data, rooted in the customer journey reality; these programmes are a valuable asset.

2017 45

2017 2018 Chief Customer Officer NPS 45

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Wootric

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CustomerSuccessBox

JUNE 7, 2022

We’re actually a full-service agency that helps with the voice of the customer and customer feedback as a way to reduce churn. So we do this with a system that we have called customer insights 360. That allows companies to get insights into areas that they typically are struggling with. I’m not.

Management 52

Management NPS Definition Metrics 52

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. What if, What is the most important, so we like feedback, we like the term feedback.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83

Kustomer

SEPTEMBER 3, 2020

Depending on the problem or the customer, they could communicate their issues through a variety of channels in a variety of different points of the journey. The customer is always going to give feedback and voice their opinions of their customer experience, whether through company channels or on their own.

Marketing 52

Marketing Effort Score Metrics Loyalty 52