Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Kerry Bodine. Connect with Bodine and follow her latest work on Twitter.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

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

Customer Bliss

OCTOBER 11, 2018

You segment your customer base and give them access to your talk trigger. Give yourself a set time to measure results (30, 45 days, etc.) and measure the talkability of the trigger for that test group. Measure results. In the best companies, the customers do the marketing.

Chief Customer Officer 107

Chief Customer Officer Advertising Books Customer Journey 107

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. How can we measure the interaction? What’s something measurable that can tell how well we are doing?

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have? Should we have a Chief Customer Officer.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs. Where were they gaining customers?

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

Customer Bliss

NOVEMBER 21, 2017

It’s imperative to have a customer journey map. You need to understand the experience from the customer standpoint so you can make adjustments along the way. Starting out in graphic design, Marc brings a design-thinking approach to his work in brand strategy, creative, marketing, operations, and customer experience.

User Experience 0

User Experience Chief Customer Officer Customer Journey Mapping Customer Journey 0

Eptica

MAY 30, 2018

The growing CEO focus on CX As Thompson explained, senior management clearly understands the importance of CX – 67% of companies say they now compete mostly or completely on their customer experience. So, how can brands deliver the customer experience that consumers require? This will rise to 81% in just two years.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. Check out our free Customer Journey Map guide with map examples and a free template!

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Horizon CX

DECEMBER 31, 2018

Customer Journey Mapping is another case in point. Nothing significant that I can tell outside of not enough attention or credence being paid to why it’s such an important tool in the CX toolkit and one that should be applied early in the CX journey rather than later. We just need to become more reasonable.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping Consulting 40

Wootric

FEBRUARY 14, 2019

The “Make Mom Proud” Standard for How to Treat Your Customers , a coach for Chief Customer Officers, host of the podcast The Human Duct Tape Show , and frequently writes articles on her site, Customer Bliss. And we probably haven’t even got everything covered. Jeannie Walters.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SmartKarrot

OCTOBER 27, 2020

After arriving at all this information, you must hire the right candidates for the roles of customer success manager, director of customer success, or even a Chief customer officer. When it comes to measuring the progress of customer success, there are many metrics to look upon.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! functional collaboration.

Management 52

Management Customer Success 2013 Metrics 52

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). Ashvin : That makes sense.

Customer Success 52

Customer Success Chief Customer Officer Customer Journey Mapping Books 52

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies.

Customer Success 10

Customer Success 2020 Chief Customer Officer Customer Journey Mapping 10

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Swati: What kind of KPIs are CX teams typically being measured on today? Annette : The CX teams that I’m working with themselves aren’t being measured yet on KPIs. Annette: It’s a mixed bag.

Customer Experience 40

Customer Experience Chief Customer Officer Customer Journey Mapping Metrics 40

Customer Guru

DECEMBER 13, 2017

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Ian Williams

MARCH 19, 2020

So, in regulated sectors, the customer is part of the agenda. And therefore the satisfaction scores are measured and performance bonuses are rewarded to organisations that excel and penalties are given to those who do not deliver. What the organisation is measuring. That’s just a vanity exercise.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Answer Dash

APRIL 16, 2019

A useful analysis among the executive team is to apply lenses of metrics and business value levers to your customer journey map,” suggests Magers. The ability to see what people are measured by and how they’re driving the numbers can be an enlightening indicator of objectives that are in conflict with one another.”

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76