Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. There is nervousness about picking a specific Net Promoter Score (NPS) number, which makes sense as we have yet to establish a benchmark. Now, if you don’t have a customer journey yet, you’ve got some catching up to do!

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Net Promoter Score Chief Customer Officer Books NPS 203

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.

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Leadership Chief Customer Officer Social Media Loyalty 120

Zeisler Consulting

AUGUST 17, 2021

Think about it: If I promise you some sort of return on CX as specific as, “one point in NPS improvement means $XX,000,000 in revenue growth,” this is almost impossible to prove, and sets up a very dangerous expectation. I wonder to what degree these folks are setting themselves up for a risky situation.

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ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

AUGUST 9, 2018

Posters are placed around the room to explain what the customer experience is and how to look at the three pillars of value, ease, and delight. They update the NPS quarterly so employees can see if their efforts are actually making progress and increasing the scores. A display of how everything is measured (Net promoter score).

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

Gainsight

JUNE 21, 2022

From the Index, three primary trends that companies are pointing their customer success teams and organizations towards emerged, and they deserve further highlighting: Integrating customer success into expansion and renewals. Improving user NPS with success plans. Simple strategies for newly formed Customer Success teams.

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2022 Net Promoter Score NPS Return on Investment 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).

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Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

CCO Council

NOVEMBER 2, 2017

Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” Why is this so low?

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Customer Engagement Chief Customer Officer Engagement ROI 45

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.

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Customer Experience Net Promoter Score Metrics NPS 94

Gainsight

JUNE 10, 2021

Karl Rumelhart, Chief Product Officer at Gainsight, began the next phase of our keynote presentation on the subject of invention. According to Karl, ”We have an Admin NPS of 52, an onboarding NPS of 85, and we have reduced time to value by 35 percent in just 12 months.” What’s Next: Gainsight Product Edition.

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Innovation Chief Customer Officer 2021 NPS 52

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. That is often the most challenging part of the mapping process.

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Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.

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Chief Customer Officer Events Presentation NPS 40

ChurnZero

FEBRUARY 23, 2023

Some customer retention metrics worth considering are: Customer retention ; Renewal rate ; Churn rate ; Customer lifetime value (CLV); and Gross revenue retention (GRR). Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

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Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

Some customer retention metrics worth considering are: Customer retention ; Renewal rate ; Churn rate ; Customer lifetime value (CLV); and Gross revenue retention (GRR). Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

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Management Customer Retention Net Promoter Score Loyalty 52

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

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Chief Customer Officer Customer Centricity Metrics Sales 92

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Become an NPS Expert. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

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Customer Success Chief Customer Officer Consulting Blog 96

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. To have a better grasp on overall satisfaction, you might look to things like CSAT, CES , or NPS.

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Customer Service Workshop Chief Customer Officer Metrics 127

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. Presentations must be consumable and easily understood. For any CS Ops professional there must be an absolute understanding of the Customer Lifecycle.

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Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Wootric

FEBRUARY 14, 2019

She counsels leaders and teams responsible for customer outcomes by designing stronger organizations and guide cross-functional teams to leverage mutually beneficial opportunities with an advanced understanding of the customer journey, sales, product marketing, and operations. It’s in that moment that you win a customer for life.”

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Workshop Consulting Customer Experience Professionals Books 67

SmartKarrot

APRIL 6, 2021

Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. Increase customer retention Have a customer-centric culture Drive customer behaviour Make customer experience better. Possible Objections with Responses That Will Help.

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Customer Success Chief Customer Officer Touchpoint Customer Retention 18

Horizon CX

DECEMBER 31, 2018

As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead. Case in point—How many more articles are necessary to explain NPS? Customer Journey Mapping is another case in point.

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Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Qualtrics

DECEMBER 17, 2019

Real-time insights into brand performance has enabled the company to lift brand awareness by 23 per cent, boost its NPS by eight points, and achieve record revenues within 10 weeks of switching its brand management platform. Leaders know they need to own the customer experience as well as be the growth and innovation hub of the enterprise.

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2020 Brands Chief Customer Officer Hotels 32

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

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Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

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 . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

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2020 Customer Success Chief Customer Officer ROI 80

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

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Marketing Webinar Reference Events 64

SmartKarrot

FEBRUARY 9, 2022

However, once you plan your steps strategically by demonstrating quantitative data contributing towards customer success , it can become quite hassle-free to convince the CFO of your organization to provide a good share of the budget for the customer success department. . The CCO’s guide to winning budget for customer success.

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Customer Success Chief Customer Officer Financial ROI 10

Gainsight

NOVEMBER 4, 2020

This could be Chief Executive Officer (CEO), Chief Financial Officer (CFO), Chief Operations Officer (COO), or even the Chief Customer Officer (CCO). Another bonus of organizing stakeholder information is that CS teams can input essential insights from their customer relationships.

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Management Chief Customer Officer Demo Engagement 52

ChurnZero

AUGUST 23, 2019

We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. . Q: In this presentation the mature Customer Success org had of Customer Success Ops role. I would not tie anybody’s pay to NPS.

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NPS Customer Success Sales Metrics 40

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies?

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Customer Service NPS Net Promoter Score Customers 50

Martin Hill-Wilson

JANUARY 25, 2016

Sitting in the shoes of a compliance team, the contact centre presents a ‘clear and present danger’ to career reputation. Who knows what they have told customers and what impression they have left in that customer’s mind? Maybe we will see Chief Customer Officer roles being created in the not too distant future.

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Insurance Multi-Channel Chief Customer Officer Travel 40

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

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2020 Customer Experience Magazine Consulting 132

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

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Customer Success Net Promoter Score Chief Customer Officer Customer Retention 52

Kustomer

AUGUST 19, 2021

Doing so can really transform the C-Suite into a customer-minded suite, further opening the door for internal collaborations and building a customer-centric brand. Aligning other departments like engineering, new products, sales, and finance with CX is also a great way to build customer advocacy when presenting to the C-Suite.

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Culture Chief Customer Officer NPS B2B 98

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

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Net Promoter Score NPS B2B Metrics 52

ChurnZero

JUNE 17, 2022

The most important metrics to track include customer commitment to the platform (spending time in the app and exploring its full breadth), customer engagement with your team (interacting with the CSM for high-touch models and with support and resources for low-touch models), and impact on business outcomes and time to value.

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Metrics Definition Engagement Measurement 98

Customer Guru

DECEMBER 13, 2017

In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. Building accountability towards customer experience – appoint a Chief Customer Officer.

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Customer Experience 2017 Chief Customer Officer Customer Centricity 119

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? Strong customer measurements, analytics, and insights are critical.

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Chief Customer Officer Effort Score Metrics Workshop 40

Customer Guru

MARCH 7, 2018

Next, we mapped the entire customer journey at each of the 12 sites to identify the current customer and business issues and, subsequently, every site undertook projects to help enhance customer experience. Gradually, the positive changes were seen: things changed, the way we handled customer visits at our site changed.

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Customer Experience Customer Centricity Chief Customer Officer B2C 65