Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

Chief Customer Officer 52

Chief Customer Officer Effort Score Metrics Leadership 52

Wootric

JULY 1, 2020

We are excited to announce a new integration with Freshworks that enables cloud-based businesses to optimize the customer support touchpoint, a crucial moment in every customer journey. This customization boosts response rates and improves the quality of the feedback received. .

Net Promoter Score 52

Net Promoter Score Chief Customer Officer Touchpoint Effort Score 52

ChurnZero

MARCH 28, 2023

How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

Wootric

JULY 15, 2020

Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric. You’ll be able to benchmark and track trends over time when you complement NPS with established metrics like CSAT, PSAT, or Customer Effort Score at critical touchpoints in the customer journey,” says Pfeifer.

NPS 69

NPS B2B Net Promoter Score E-support 69

Kustomer

SEPTEMBER 3, 2020

And what happens more often is that the chief– the experience leader is coming in and everybody gets territorial, or a lot of people get territorial, and they end up not getting to have control or meaningful responsibility across the end to end customer journey. It’s about customer loyalty. I love those.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

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. Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). Annette: It’s a mixed bag.

Customer Experience 40

Customer Experience Chief Customer Officer Customer Journey Mapping Metrics 40

Customer Guru

MARCH 7, 2018

Our CEO, in all his communication across the company, highlighted customer centricity as the way forward and used examples of how our good service towards our customer created a long-lasting impression on them. Gradually, the positive changes were seen: things changed, the way we handled customer visits at our site changed.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65