Customers Rock!

APRIL 14, 2010

A recent report that caught my attention is Watermark Consulting’s 2007-2009 performance analysis, which examines Forrester’s 2007 Customer Experience Index and shows how customer experience leaders outperform laggards in the stock market. Countless reports and case studies have proven this linkage. policy, process, pricing, products, etc.).

Social Media 154

Social Media Case Study Financial Banking 154

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Reap: quick-wins >> NPS & revenue (now). earn trust >> NPS & revenue (lifetime value). build-in CX-centricity now.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Waypoint Group

OCTOBER 17, 2019

Founded in 2009 by Ken Lynch, Reciprocity is based in San Francisco. Its hosted GRC solution, ZenGRC, helps compliance and audit managers go beyond spreadsheets to better execute their enterprise programs. According to Paul, “Anybody can run an NPS survey, but NPS’s weakness is that it’s made for consumer companies.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. Operations/Process Management/Workflow. CSAT/Feedback/NPS. Adoption/Onboarding. Activity/Engagement Monitoring.

Software 60

Software Customer Success Tools Customer Centricity 60

Waypoint Group

JANUARY 14, 2015

” There are significant problems with these statements, many of which are well documented in a book called, The Flaw of Averages (Wiley, 2009) and also discussed briefly on this blog at [link]. ” Or, “Our average score for tech support is 6.72 Similar to the average American family with 2.2 So what are we left to do?

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Amity

MARCH 24, 2016

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. A friend actually sent me the job posting for a Customer Success Manager (CSM) at Vend.

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

Retently

OCTOBER 19, 2018

A short definition of the CCO position describes it as being responsible for managing the business relationship with its customers. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. The most well-known and trusted CX metrics right now are NPS, CSAT, and CES.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. How can organizations support their employees—and manage the business risk? Without proper management and leadership, constant change can be exhausting. So what has to happen?

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. I manage the Account Management and Onboarding teams that work with the restaurants on ensuring their success.

Customer Success 71

Customer Success Metrics Customers Feedback 71

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Chattermill

SEPTEMBER 11, 2019

So how did Netflix manage this? Netflix also incentivises employees, between 2006 and 2009, a prize was offered where if a 10% improvement could be gained a $1 million reward would be awarded. The classic question following a positive NPS rating “what could we have done better today?”,

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Amity

JANUARY 13, 2016

Since 2009, the popularity of customer success has increased 800%. A competitor’s NPS has nothing to do with the way your business performs. For example, you could ask them to rate the Account Manager, Ease of Getting Support, the Technology you provide, and/or Quality of Training. What else can you do to measure impact?

Customer Success 48

Customer Success Measurement Metrics Customer Satisfaction 48