Kustomer

SEPTEMBER 3, 2020

It feels like when you talk about this modern journey map, and then really looking at these different touch points, are there some creative measurements that you’re seeing people do along that journey to be able to understand the voice and how customers are reacting at different touch points? It’s about customer loyalty.

Marketing 52

Marketing Effort Score Metrics Loyalty 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. of customers who give praise after feedback is implemented. $

Feedback 54

Feedback E-support Net Promoter Score Metrics 54

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? What is your WD-40? But the payoff is enormous.

Chief Customer Officer 40

Chief Customer Officer Effort Score Metrics Workshop 40

Customer Guru

MARCH 7, 2018

We do an extensive analysis for each of our sites on how customers have rated us and, as an organisation, are aggressive about turning passives and detractors to promoters. To add to the NPS, Piramal was also the first to introduce Customer Effort Score (CES) to measure how easy the Piramal team made it for the customer to handle an issue.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

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).

Customer Experience 40

Customer Experience Chief Customer Officer Customer Journey Mapping Metrics 40

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at.

Metrics 98

Metrics Definition Engagement Measurement 98

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at.

Metrics 52

Metrics Definition Engagement Measurement 52

Wootric

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

CCO Council

OCTOBER 14, 2019

In an effort to understand why, we interviewed some of the most successful CMOs, CSOs, CCOs, etc. to learn what they did to shape customer strategy. Based on these interviews and our own experiences, Jeb Dasteel, former chief customer officer of Oracle, and I have developed a Customer Performance Framework.

Chief Customer Officer 40

Chief Customer Officer Metrics Touchpoint Measurement 40