Lumoa

APRIL 21, 2022

And so, Ladies and Gentlemen, I present to you: The Customer Support Blues I know I’m the foundation The core The nerve centre But I don’t have a voice I’m just a cheap, low-cost renter Seen as a complainer No-one wants to mentor a dissenter Silly me I’m just a lowly Cost Centre Understaffed No life raft Just a ton of hard graft “More headcount?”

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Experience Investigators by 360Connext

JULY 12, 2022

Listening posts: Help us understand individual customer needs and experiences closer to real-time. Can provide qualitative, emotional feedback to add to the overall quantitative feedback of the customer’s experience. Or there might be seasonal cycles that provide a good timeline for Listening Posts.

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

Alida

AUGUST 30, 2017

One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. His presentation on the growing “reality gap” between the C-suite and their customers will challenge what you already know about CX. De-mystify ROI measurement.

2017 100

2017 ROI Innovation Customer Relationships 100

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link].

2020 132

2020 Customer Experience Magazine Consulting 132

CX University

NOVEMBER 21, 2020

Customer experience means a plethora of different things to different people. Customer experience is not the same as customer satisfaction or customer service and whilst there are some good guys doing some great work in the field of customer success, customer experience is quite different.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Wootric

DECEMBER 21, 2018

Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. Customer Success Operations Manager: Does Your Team Need One? Honorable Mention: The Easiest Way to Improve Onboarding: Measure Customer Effort. Is it time for you to hire one?

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

ChurnZero

MARCH 29, 2019

You want to try to garner measurable feedback as well as useful commentary on how well your service is fulfilling client needs. Checking in on customer service objectives? The ratings generally used for this range from very easy to very difficult when assessing tasks like getting to customer service or finding the correct portal.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Ellie: She’s a speaker, writer, and Senior Director of Customer Success at SAP Concur. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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). Jeanne Bliss. Kerry Bodine.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

Answer Dash

APRIL 16, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Natalie Petouhof

JANUARY 19, 2016

Customer Success Management: What some of the conversation today reminds me of customer success management. If you have the data, why not use it to know if your customer is happy? No customers, no business. This shows that one of the real values of data is customer’s behavior.

2016 60

2016 B2B B2C Customer Success 60

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Lumoa

JANUARY 9, 2018

Stop organising by function and skill set, start organising by ‘ability to deliver customer success’ create ‘experience teams’ of people with different skills and different core competencies that can manage the entire customer life cycle and reward them together for the achievement of customer success, not completing tasks and activities.”.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. To get better one needs to measure everything.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

ClearAction

AUGUST 13, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48

SmartKarrot

APRIL 13, 2022

However, customer experience is a highly personal concept and keeps the individual in mind while charting a process. Customer experience is considered to be the most important factor for customer success, improved services, processes, and interactions. What is User Experience or UX? Backgrounds.

User Experience 10

User Experience Net Promoter Score Customer Experience NPS 10

Lumoa

OCTOBER 31, 2018

Stop organising by function and skill set, start organising by ‘ability to deliver customer success’ create ‘experience teams’ of people with different skills and different core competencies that can manage the entire customer life cycle and reward them together for the achievement of customer success, not completing tasks and activities.”.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Kustomer

DECEMBER 31, 2020

Driving Customer Engagement With Brand Involvement. Annette finds that one of the greatest ways to build a customer centric culture is to become involved with the employees who drive customer success. It’s always fun to talk to people like yourself who have a plethora of experiences. Annette Pedroza: (00:41).

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111

Kustomer

APRIL 23, 2020

As they discussed customer experience, Joe said, “Mary, when people talk about customer experience, they’re talking about something entirely different than what I’m talking about.” However, Joe’s understanding of customer experience is centered on the value of “time well spent”.

Customer Satisfaction 52

Customer Satisfaction Definition Customers Customer Service 52

SuiteCX

FEBRUARY 22, 2017

Yet every customer has some expectation of what the “right” level of involvement should be, and a significant component to their measure of satisfaction is how closely the experience matches up. The organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

Yet every customer has some expectation of what the “right” level of involvement should be, and a significant component to their measure of satisfaction is how closely the experience matches up. The organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. How to measure the impact of churn on your company. How to structure and compensate a Customer Success team. You Mon: That’s a great question.

Customer Retention 61

Customer Retention Webinar Customer Centricity Definition 61