ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Champion a customer-centric culture throughout the company.”

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Webinar: How We Became a Customer-Obsessed Company. Webinar: Top 6 Trends in Customer Success.

Customer Retention 81

Customer Retention Customer Success Marketing Webinar 81

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Books Culture 68

ijgolding

SEPTEMBER 18, 2014

Have you ever looked up the definition of the word Empathy? If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I would suspect that you have not! It is not often that we take the time to read dictionaries!!

Airlines 84

Airlines Travel Social Media Definition 84

ijgolding

JUNE 14, 2016

Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)! Organisations wanting their people to have a customer focused mindset to go about doing the right things without being penalised 12%. We will find out exactly why in a moment.

Customer Centricity 56

Customer Centricity 2016 Customer Experience Definition 56

ProProfs Chat

SEPTEMBER 20, 2019

Having understood the importance and purpose of customer service in the business, let us dig deep to learn why it is the primary stepping stone to your business success. Improves Customer Retention Rate. When you acquire a new customer, it costs you five times more than retaining an existing one. credo statement.

Customer Service 68

Customer Service Airlines Net Promoter Score Customer Retention 68

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

2013 74

2013 Customer Journey Definition Magazine 74

ClearAction

DECEMBER 14, 2017

Customer advocacy — word-of-mouth promotion (buzz marketing) of a brand by enamored customers. Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases. Originally published on CustomerThink.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Creating a culture of service in your organization requires a shift in both skillset and mindset.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

ClearAction

DECEMBER 14, 2017

Customer advocacy — word-of-mouth promotion (buzz marketing) of a brand by enamored customers. Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases. Originally published on CustomerThink.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. Rob: I would say there are definitely certain ways to go about it, and I think it all depends, and is why we will do a whole research report on that spending data. There should really only be one definitive way.

Customer Retention 61

Customer Retention Webinar Customer Centricity Definition 61

Kayako

JANUARY 24, 2018

This is a shared definition of outstanding customer service that gets everyone on the same page. This is the most important step towards becoming a customer-centric company since it’s pretty hard to be customer-centric if you can’t get everyone to agree on what that means!”. And these popular apps know this.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

ijgolding

MARCH 10, 2016

CUSTOMER service; CUSTOMER experience; CUSTOMER focus; are just three examples of combinations of words that are becoming easier and easier to SAY – in whatever industry a business leader represents, or wherever in the world their organisation operates. Changing the culture of an organisation is not easy.

Customer Centricity 54

Customer Centricity Culture Definition Customer Experience Professionals 54

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Lincoln Murphy is one of the most important influencers in customer experience.

2022 10

2022 Customer Service Social Media Customer Centricity 10

SmartKarrot

MARCH 22, 2022

Since B2B SaaS businesses are dependent on the subscription model, retaining customers is imperative for their sustainability, leave alone growth. This is where customer responsiveness comes into the picture. Definition of customer responsiveness. But before that, you need to understand its meaning.

B2B 10

B2B Advertising Loyalty Customer Expectations 10

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

OCTOBER 29, 2021

This transition dates only a decade back since customer success as a domain has started to gain traction in the B2B industry. Definition of C-Suite. The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 66

Customer Success Metrics E-support Leadership 66

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

MARCH 19, 2014

In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Still not enough?

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

Customer Guru

DECEMBER 13, 2017

Referring to the CX Network research cited above, it confirms that building a customer-first culture, linking CX initiatives to ROI, and understanding the customer are the top three challenges faced by companies in 2017. Depending on the kind of business, some departments might have zero interaction with the end customer.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Michel Falcon Experience

JULY 17, 2015

While I appreciate the warmth of delivering and receiving great customer service, the primary reason I do what I do is because I’m a capitalist—I want to grow businesses. Customer experience is the greatest way to grow your business, hands down. The probability of converting an existing customer is 60% to 70% (Marketing Metrics).

Reference 60

Reference Employee Experience Wireless Customer Experience 60

SmartKarrot

OCTOBER 13, 2020

What are Customer Needs? The definition of customer needs could differ from the product or service the organization is catering to. The second a customer comes in contact with your website or offline presence that marks the first touchpoint of customer experience. Examples of Good Customer Needs.

E Commerce 10

E Commerce E-support Customer Centricity Culture 10

ijgolding

JUNE 25, 2018

My CustomerThink column in April featured a piece on the retail industry – entitled ‘Transform or Die’ , it describes how critical customer focused business transformation is – the retail industry continues to struggle as the temperature in the Northern Hemisphere rises. Well enough is enough.

2007 77

2007 Books 2018 Customer Centricity 77

SmartKarrot

JANUARY 5, 2022

Before we proceed further, it is important to look at the definition of augmented intelligence. Augmented intelligence technology can help owners improve customer focus , customer engagement, and customer retention. This, in turn, improves customer experience. What is augmented intelligence? Home decoration.

E Commerce 10

E Commerce Banking Healthcare Retail 10

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? She is experienced with companies in the B2B and B2C industry sectors. jet_capital.

2016 111

2016 2017 Customer Experience Social Media 111