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. Unite Your Teams to Achieve a Company-Wide Metrics Goal.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

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. You need a CCO if your company: * Has failed to instill customer retention as a success metric. Has no dedicated voice of the customer in the C-suite.

Chief Customer Officer 49

Chief Customer Officer Competitive Advantage Leadership Customer Retention 49

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? While those numbers can provide a window into customer sentiment , there’s no story there.

Contact Center 67

Contact Center Article Customers Presentation 67

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

PeopleMetrics

NOVEMBER 17, 2014

Don’t – Over-emphasize one metric without specific direction to do so. VOC content is especially useful for customer-facing employees, as your employee has a major impact on your customer’s experience with your company. Do – Use individual metrics. Do – Source both VOC and VOE programs. Stay up to date!

Metrics 59

Metrics Feedback Leadership Customer Voice 59

ChurnZero

JULY 2, 2020

I’ll broadly say that I think the idea of tying employee compensation to some degree of customer centricity is important. If a metric feels beyond their grasp and like something they can’t directly influence, then people become less and less invested in trying to do something about it. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Second to None

FEBRUARY 1, 2019

NPS is a metric that is used to measure customer loyalty and satisfaction. The metric is derived from the question of “how likely, on a scale of 1-10, are you to recommend this brand to others? The metric is attractive to businesses because of its straight-forward nature and simple approach. 1,2 [link].

Net Promoter Score 82

Net Promoter Score NPS Metrics Customer Centricity 82

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

In any case, IT did this for their own sanity and because let’s face it, BI software helps an organization drive consistent company-wide distribution of key metrics about the business. And that’s when they look at unstructured customer data. BI Tools vs Customer Intelligence Tools. Follow Susan on Twitter @ sganeshan.

Metrics 40

Metrics Feedback NPS Reference 40

Lumoa

JANUARY 31, 2023

Not many of them understand that the customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies, or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team, and consistently work on understanding the customer needs.

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

Second to None

SEPTEMBER 18, 2018

Implement mystery shopping and voice of customer survey programs to ensure that your call-center customer support staff is reducing consumer effort within each individual request. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

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

SmartKarrot

JUNE 29, 2021

Lead, develop, and grow teams of high-performing Partnership Account Managers, Strategic Account Managers, and Customer Success Managers. As part of the DocMatter leadership team, you will present department metrics and outputs to executive leadership and during company-wide meetings.

Customer Success 10

Customer Success Leadership Roadmap Metrics 10

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

CX Journey

APRIL 3, 2019

Customer-centric companies do the following to ensure the organization knows its reason for being, i.e., the customer, and to embed the customer into the DNA of the organization.

Customer Centricity 60

Customer Centricity Customers Culture Feedback 60

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 150

Customer Experience NPS Touchpoint Customer Centricity 150

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. data security, gig economy, AI, machine learning).”

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CX Journey

APRIL 3, 2019

Customer-centric companies do the following to ensure the organization knows its reason for being, i.e., the customer, and to embed the customer into the DNA of the organization.

Customer Centricity 32

Customer Centricity Customers Culture Feedback 32

SmartKarrot

JUNE 23, 2022

The VP of customer success can establish long-term growth and make the company profitable in the long run. By increasing the customer lifetime value , the VP of customer success ensures the company is growing rapidly. The VP of customer success needs to be the chief customer voice and deliver results for customers.

Customer Success 10

Customer Success Fashion Metrics Customers 10

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Purposeful Leadership: Leaders operate consistently with a clear set of values. Wondering which metric to choose?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Second to None

JULY 31, 2018

As previously discussed, of the many live chat application benefits , one is the ability to record and store the conversations between your customers and agents. Such a large amount of data allows you to obtain a deeper insight into your website’s visitors and behaviours.

Voice of Customer 59

Voice of Customer Consulting Brands Customer Satisfaction 59

SmartKarrot

MAY 24, 2022

Apply here: [link] Role: Customer Success Director Location: Remote, New York, NY, US Organization: People.ai As a Customer Success Director, you will build and deliver upon mutually agreed upon success plans with buy-in from customer’s sales, marketing, and operational leadership. into their sales/marketing stack.

Customer Success 3

Customer Success E Commerce E-support Roadmap 3

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see sessions at this year’s X4 from the most inspirational stories to the thought leadership that will give you plenty to take back to your organization at the end of the event. World-class thought leadership. Take your XM program to a new level with world-class thought leadership.

2020 34

2020 Government Leadership Events 34

Russel Lolacher

OCTOBER 10, 2022

What is missing the mark for EX leadership and HR right now. Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. Connect and learn more about Stacy on her platforms: Twitter. WORKING FROM HOME.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

West Monroe

FEBRUARY 8, 2019

CX leaders will be successful by connecting customer experience and employee experience metrics to operational metrics, ultimately tying to business outcomes (think Balanced Scorecard). We discuss this topic in a previous episode of our “This Is CX” podcast. 2019: The “Show Me” Year.

2019 45

2019 2018 Employee Experience Metrics 45

Lumoa

NOVEMBER 8, 2018

You can easily see that NPS is the most common CX metric: almost two thirds of companies follow it. The churn or retention rate are usually used to understand the connection between the customer experience management and its monetary value. Since 2003, when the metric was first introduced, NPS has been gaining popularity.

Metrics 172

Metrics Net Promoter Score Customer Experience NPS 172

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Qualtrics

FEBRUARY 18, 2020

There’s stories of XM in action, thought leadership from the education institutes leading the way in XM, and much, much more. World-class thought leadership. Take your XM program to a new level with world-class thought leadership. Or do you want to really deliver breakthrough experiences for your customers and employees?

2020 29

2020 Government Leadership Events 29

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see customer experience (CX) sessions at this year’s X4; From the most inspirational stories to the thought leadership that will give you plenty of ideas to get ahead of the game. World-class thought leadership. Take your CX program to a new level with world-class thought leadership.

2020 29

2020 Customer Experience B2B Leadership 29

Qualtrics

FEBRUARY 18, 2020

There are stories of XM in action, thought leadership from the best in the business, and much, much more. World-class thought leadership. Take your XM program to a new level with world-class thought leadership. Or do you want to really deliver breakthrough experiences for your customers and employees? What’s new in XM.

Government 29

Government 2020 Leadership Events 29

SuiteCX

MARCH 31, 2015

Common mapping tools and metrics. Common metrics. Common definitions and metrics. Common metrics and training. Governance is focused on enhanced data, process innovation and new customer metrics. Some common training at basic levels. thru training, support and education.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

Experience Investigators by 360Connext

MAY 15, 2024

Customer insights can now drive changes at every level of the organization. And by aligning CX metrics with key business metrics, Maggie’s team has created powerful visibility and responsibility for achieving those goals. Three of our five network-incentivized metrics are now patient experience metrics, which is incredible.

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143