Customer Bliss

OCTOBER 27, 2015

When I ask executives if they know the volume and value of their new customers and compare it monthly, weekly and annually to the volume and value of lost customers – it’s not top of mind. The numbers aren’t discussed and obsessed about. For example, we brought in 22,000 customers, but we lost 27,000 customers.

Presentation 205

Presentation Metrics Customers Connections 205

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience Leadership Measurement 245

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear.

Contact Center 182

Contact Center Workshop Healthcare Culture 182

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Demystify the role of the Chief Customer Officer. Customers as Assets. Care about the “why?”.

Chief Customer Officer 111

Chief Customer Officer Culture Customer Journey Leadership 111

Customer Bliss

JANUARY 22, 2015

The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”)

Chief Customer Officer 204

Chief Customer Officer Customer Journey Reference Leadership 204

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Demystify the role of the Chief Customer Officer. Customers as Assets. Care about the “why?”.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journey Leadership 100

Customer Bliss

DECEMBER 22, 2016

In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months? This post originally appeared on the CCO 2017 website.

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Diminished Customer Satisfaction: Perfunctory service often results in customers feeling neglected, unappreciated, and dissatisfied with their overall experience.

Culture 52

Culture Customer Centricity Customer Satisfaction Loyalty 52

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 3: Build a Customer Listening Path.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear.

Contact Center 140

Contact Center Workshop Healthcare Culture 140

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Engaging your investors starts by understanding what they care about. Engaging your investors starts by understanding what they care about. Good investors care about the results of your organization.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Customer Bliss

FEBRUARY 2, 2016

The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map. We are finding that it takes about three years for this to feel ‘old hat.’. Unite leaders and the organization in competency building and first round or experience reliability improvement actions.

Chief Customer Officer 111

Chief Customer Officer Leadership Touchpoint Metrics 111

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unfortunately, that isn’t my concept.

Employee Experience 78

Employee Experience Reference Leadership Culture 78

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. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Innovative CX

MAY 5, 2022

Just like customer expectations have changed dramatically, so too have employee expectations of the workplace experience. It’s no different than the question I often ask organizations about their customer experience. We want both depending on what our customers want at any given point in time.

Culture 59

Culture Social Media 2022 Contact Center 59

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Click here to learn more about the course and enroll. . As CX leaders and practitioners, we must always advocate on behalf of the customers. So own it, and put your customers first.

Banking 166

Banking Chief Customer Officer Books 2018 166

Gainsight

MARCH 8, 2023

Once, finance leaders had a simple mandate: Keep the books up to date, make sure the numbers add up, and track where the money flows. By necessity, financial leaders have evolved into “ strategic CFOs ,” using new data tools to guide growth. Here are six things I’ve learned about how CFOs can implement human-first leadership: 1.

Leadership 52

Leadership Financial Workshop Books 52

Magellan Solutions

MARCH 21, 2024

Data Accuracy Definition Simply put, data accuracy is all about getting accurate information. Even small mistakes, like typos in customer details, can lead to big problems with billing and the business’s reputation. Amazon Price Glitch In 2018, Amazon learned a harsh lesson about data accuracy the hard way. The result?

Government 52

Government Financial Innovation 2012 52

Call Experts

JULY 17, 2019

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line. Customer experience must always be a focus for your company.

Customer Experience 66

Customer Experience Call Center Contact Center 2018 66

SurveySensum

NOVEMBER 3, 2023

Imagine you order a pair of woolen socks from Amazon and have a question about the size of the socks. You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service!

2024 52

2024 Customer Service E Commerce E-support 52

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. They had greater employee engagement and more loyal customers. Leaders cannot “set it and forget it” and pass this off to Communications or HR departments; leaders must set the example.

Communication 81

Communication Blog Leadership Airlines 81

Horizon CX

DECEMBER 21, 2021

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end. Then conscious choice brings one to aspire to lead.

Leadership 52

Leadership 2021 2022 Measurement 52

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Fortunately help is at hand – and has been since 2006.

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

Call Experts

OCTOBER 10, 2019

A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. What customer behavior are you trying to understand?

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey Call Center Contact Center 64

West Monroe

JUNE 13, 2022

To answer this question, begin by understanding the industry you operate in, the type of products your company produces, who you want to be as an employer, and your current and future customer base. For instance, a small manufacturer of watches that delivers direct to customers will have different needs than a high-end OEM.

2030 90

2030 2022 Government Culture 90

Magellan Solutions

FEBRUARY 20, 2023

Without a written contract, customers and vendors might easily exploit one another. Key Components of an Outsourcing Contract The parties must carefully construct the outsourcing contract’s key components in order to maximize cost savings. You must listen to the vendor’s concerns and be flexible as much as possible.

Government 98

Government Communication Presentation Financial 98

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success 2014 52

Call Center Pros

AUGUST 27, 2018

‘’The customer is always right.’’ But the important thing here is to know that it isn’t the only key to make customers happy. There is a ton of philosophies, tools and strategies that customer service professionals can use in order to gain more customers and, even more important, gain loyal customers.

Books 40

Books 2018 Customer Service Call Center 40

SurveySparrow

OCTOBER 2, 2020

Of Course, your customers are also essential, but who keeps those customers happy and satisfied? Only then you can enhance your organizational culture and growth. . You can analyze how your employees feel about your organization with SurveySparrow’s 360 degree feedback software. Your employee, right?

Employee Experience 59

Employee Experience Feedback Measurement Engagement 59

Stella Connect

MARCH 20, 2018

Scaling a customer service team isn’t easy, let alone for fast-growing startups. These companies must ensure they have the right resources in place to consistently meet the sky-high expectations they’ve set while serving a rapidly expanding customer base. Top 10 Things to Consider When Scaling Your Customer Service Team.

Customer Service 55

Customer Service Contact Center E-support Call Center 55

Michelli Experience

JUNE 19, 2018

Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. From Senge’s perspective, love is demonstrated “concern for the growth and development” of those you serve.

Books 45

Books Definition B2C Hotels 45

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Culture Management Leadership 52

ClientSuccess

APRIL 3, 2018

Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. Ensure the Customer Always Comes First.

Customer Success 40

Customer Success Culture Demo Interaction 40

Magellan Solutions

FEBRUARY 20, 2023

Without a written contract, customers and vendors might easily exploit one another. Key Components of an Outsourcing Contract The parties must carefully construct the outsourcing contract’s key components in order to maximize cost savings. You must listen to the vendor’s concerns and be flexible as much as possible.

Government 52

Government Communication Presentation Financial 52

Stella Connect

MARCH 20, 2018

Scaling a customer service team isn’t easy, let alone for fast-growing startups. These companies must ensure they have the right resources in place to consistently meet the sky-high expectations they’ve set while serving a rapidly expanding customer base. Top 10 Things to Consider When Scaling Your Customer Service Team.

Customer Service 40

Customer Service Contact Center Call Center E-support 40