Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). He focused on four major items: A quantitative assessment of what mattered and what didn’t matter to customers. Qualitative interviews – to put the story of the experience in the customers’ voice.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Level 3: State of The Art.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

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

Customer Bliss

APRIL 18, 2017

In addition to her academic accomplishments, she completed the Women’s Executive Leadership Program from Duquesne University and is the executive sponsor of WMSA, MSA’s professional organization dedicated to the advancement of women in the workplace. One of her first goals was to get back that momentum.

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Distrust of leadership.

Communication 82

Communication Blog Leadership Airlines 82

GetFeedback

MAY 9, 2019

There are four pillars that serve as the stabilizing foundation of any customer experience program: . Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. Basically, it gives you real-time insight into your customers’ experiences.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Second to None

SEPTEMBER 7, 2018

Brands that have a long timeline of great social media service are proving to these digital communities that customers voices deserve to be heard. Customer Experience measurement can mitigate this risk because it helps leadership establish accurate data that can be used to recognize the best individuals and improve underperformers.

Brands 63

Brands Social Media Retail Voice of Customer 63

Lumoa

JUNE 30, 2022

It’s easy for teams—especially senior leadership—to become separated from your customers. Every time you can draw them closer to your customers you’re building momentum for CX initiatives. It’s tempting to get stuck on the leadership level. Representing the voice of the customer.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

One Millimeter Mindset

APRIL 13, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 82

Leadership Consulting Innovation Presentation 82

Zeisler Consulting

AUGUST 10, 2020

One common factor of successful programs, however, is that, much as with the offerings of your organization themselves, you meet your Customers where they are: Different segments require different vehicles for VoC; and even within those segments, different points along the journey require different methods of determining the Customers’ voices.

Culture 93

Culture Customer Centricity Voice of Customer Article 93

Beyond Philosophy

MAY 21, 2015

In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Chipotle just announced they removed all the ingredients from their menu items that contain genetically modified organisms (GMOs).

2013 156

2013 Books Webinar Leadership 156

ShepHyken

MAY 29, 2020

Leadership. An important thing to note about a customer-centric culture is: it is deliberately designed to be that way. The CEO (and the entire leadership team) must be committed to bringing the customer voice into all they do. Customer understanding is the cornerstone of customer-centricity.

Customer Centricity 81

Customer Centricity Culture Leadership Customer Voice 81

Gainsight

MARCH 15, 2022

It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. Sometimes finding out if they’re walking the talk is as easy as asking a leader what their definition of a customer-centric company is and getting them to provide real-world examples of what they’ve done that makes them customer-centric. “I’d

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

Customer Bliss

DECEMBER 8, 2017

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Second to None

MAY 31, 2018

This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs. While leadership should retain the right use customer feedback as a source of determining and fixing poor performers, it should be equally utilized as a way to provide adequate recognition.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Zeisler Consulting

AUGUST 17, 2020

In fact, if all you’re doing with your CX data is reporting it up to leadership, it’s not likely to be doing much good. With a cadre of process engineers and thought leaders, you can turn your Customers’ voices into tangible improvements that will prove themselves in your metrics and in your bottom-line.

ROI 72

ROI Customer Centricity NPS Customer Voice 72

Calabrio

JULY 26, 2017

Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? That’s where the Chief Customer Officer (CCO) comes in. Lacks data and direction on the wants and needs of customers. * Has no dedicated voice of the customer in the C-suite. The rise of the CCO.

Chief Customer Officer 49

Chief Customer Officer Competitive Advantage Leadership Customer Retention 49

CSM Magazine

JUNE 27, 2019

The new working relationship between GCOM and VisualCue will help company’s call center leadership save money and improve performance with AI and Gamification. It offers customized voice, data and technology solutions from top providers. A demonstration of the CueFit application can be requested by clicking here.

2024 40

2024 Marketing Call Center Contact Center 40

Customer Bliss

APRIL 25, 2019

They developed a framework consisting of six areas of focus for a CCO: Customer experience – continue to blow customers’ minds through experiences delivered to customers. It’s an outbound, outward-facing view of the experience provided to customers.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

ClearAction

APRIL 16, 2024

Enroll in the Automatic Experience Excellence self-paced course See more at Why Only 15% of Voice of the Customer Programs are ‘Very Successful’ The post 8 Voice of Customer Keys to CX ROI by Lynn Hunsaker appeared first on ClearAction Continuum Experience Leadership Mastery.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

PeopleMetrics

JANUARY 14, 2015

Customer-centric culture is a matter of commitment at all levels of your business. That means that every department has to be ready, and empowered , to make changes to improve customer experience. Buy-in from leadership is the keystone here. Image Credits: Artist in Action by See-ming Lee , CC BY-SA 2.0.

Customer Centricity 117

Customer Centricity Culture Leadership Customers 117

Strativity

MAY 12, 2016

Customer experience does not need another dashboard and more customer voice. What it needs are leaders with the courage to act on customer feedback to create a real difference in the marketplace. During the past two years, it seems that the customer experience industry has been taken over by technology.

Customer Experience 40

Customer Experience Voice of Customer Customer Voice Leadership 40

Second to None

APRIL 26, 2018

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Playvox

SEPTEMBER 30, 2022

Showcase Your Customer Support Team Progress. Show your leadership and your peers in other departments the impact your team makes by backing up your claims with solid data points. What are customers’ expectations from your company? Your customer support team plays a crucial role in the success of your business.

Contact Center 67

Contact Center Article Customers Presentation 67

CX University

MARCH 22, 2018

For leadership that has operated under a traditional model, and mindset, for decades, Bezos’ thought leadership might sound good; you might even say it out loud, but in the back of your mind, the old value system still reigns supreme. Welcome the Customers’ Voice to the Conference Table.

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Confirmit

NOVEMBER 18, 2019

Josh Bersin gave his perspective by saying: “All the programs we’ve invested in over the years (employee engagement, diversity and inclusion, leadership development, performance management) are all part of the Employee Experience. Voice of the Customer Voice of the Employee Best Practices. How to define it?

Definition 45

Definition Employee Experience Measurement ROI 45

PeopleMetrics

NOVEMBER 17, 2014

When reviewing feedback from their direct reports, pay special attention to questions about leadership and direction, as the manager is often the mouthpiece for leadership above. Engaged Employees Employee Alignment Customer Feedback Voice of the Customer Voice of the Employee' Stay up to date!

Metrics 59

Metrics Feedback Leadership Customer Voice 59

ChurnZero

MAY 20, 2021

Because Customer Success is a newer department, the executive talent pool with direct experience in both the field and role is small. Focus on creating a bench for yourself by making sure your CSMs see a career path to a leadership position. To keep your customers at the center, you need to formalize your customers’ voice and needs.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Second to None

SEPTEMBER 27, 2018

By sending evaluators to measure employee performance across your different store locations, your organizational leadership is investing in quantitative data that can be used to document and rank each location under your brand umbrella.

Retail 69

Retail Measurement Brands Omnichannel 69

SmartKarrot

AUGUST 12, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Jama Software As a Director of Customer Success, you will deliver industry-leading customer retention and renewal rates. Works collaboratively with other team members (AEs, SAs, Customer Care, Services, Product, Leadership).

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Second to None

FEBRUARY 22, 2018

Apply Customer Experience measurement programs like mystery shopping initially to capture an outside-in perspective of the way your brand is perceived and then create a data-driven ranking of which locations are leading the pack and which are struggling.

Voice of Customer 72

Voice of Customer Brands Leadership Customer Centricity 72

Second to None

AUGUST 28, 2018

Additionally, these programs can help flag moments along the customer journey that are flawed or underperforming. Ideally, leadership will find a vendor that easily allows the data to be spread throughout different levels of your organization, so employees are acting based on up-to-date, accurate information.

Measurement 59

Measurement Voice of Customer Leadership Customer Centricity 59

Second to None

FEBRUARY 20, 2018

A significant investment in eCommerce optimization, in-store aesthetic, employee training and Customer Experience measurement can help to establish industry leadership. One metric that stood out in the study was customers who were proud to say they have purchased from a specific brand.

Net Promoter Score 69

Net Promoter Score Voice of Customer Brands Advertising 69

Clarabridge

AUGUST 8, 2017

Customizable views that show metrics that matter to you (NPS, CSat, Revenue) next to customer feedback. Ability to drill into the root cause of customer feedback showing how the customers voice impacts your bottom line. Susan Ganeshan is Clarabridge’s Chief Marketing Officer. Follow Susan on Twitter @ sganeshan.

Metrics 40

Metrics Feedback NPS Reference 40

Kayako

NOVEMBER 21, 2018

As a result, the rest of the company relies on information from those teams in order to understand their company’s customers. Encourage everyone in your organization to interact with your customers. You can’t expect your entire organization to put customers first if leadership doesn’t. Reward great customer service.

Culture 48

Culture Banking Customer Service Customers 48

InMoment XI

AUGUST 21, 2010

VOC data challenges long-cherished assumptions held by senior leadership about what makes customers tick. We have put so much time and effort into gathering and analyzing the customer voice that we have nothing left to give to action, right? Demanding workloads press in on our workweek.

Customer Voice 200

Customer Voice Leadership Customers 200