PeopleMetrics

MAY 24, 2018

Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. and Chief Customer Officer 2.0.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

CloudCherry

DECEMBER 1, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. contacts from a dissatisfied customer).

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

CloudCherry

OCTOBER 30, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. contacts from a dissatisfied customer).

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Clarabridge

MARCH 15, 2017

CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customer first. But your contact center agents interact with your customers every day. By Lorraine Schumacher.

Contact Center 53

Contact Center Omni-Channel Customer Experience Chief Customer Officer 53

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. Depending on the source you read, 80-95% of customer data is unstructured.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

ClearAction

JANUARY 14, 2015

29% of B2B firms have established a single view of each customer across divisions and regions; 29% more are just starting this. One in four B2B firms has established processes for connecting data across customers' end-to-end experience with the company; 25% more are just starting this.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48