Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Also, executive boards Mead works with have no idea of the reality of their customer journey.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

Maru Group

FEBRUARY 19, 2020

Customer journey mapping is also an important tool for utility providers, as it ensures new programs and initiatives are achieving consumer goals. This exercise was instrumental to the success of the smart city initiative undertaken by Colorado Springs Utilities (CSU).

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Kayako

FEBRUARY 13, 2019

Turn on video when running a customer call! Understand the Customer Journey. and truly gave yourself the space and time to map out the customer journey? The trick is to not map out the customer journey the way you WANT it to look but to understand the reality of the situation.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. But you end up turning your customer journey into an internal process map.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

ECXO

DECEMBER 26, 2023

But if you’ve ever fallen asleep over a boring textbook, or fast-forwarded through a tedious e-learning exercise, you know that creating a great learning experience is harder than it seems. This book invites you on a revelatory journey, seeing the world through the eyes of genuine customers. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

CCO Council

OCTOBER 14, 2019

to learn what they did to shape customer strategy. Based on these interviews and our own experiences, Jeb Dasteel, former chief customer officer of Oracle, and I have developed a Customer Performance Framework. It is critical to establish these drivers using customer input. Can you take 3 minutes and share?

Effort Score 40

Effort Score Chief Customer Officer Metrics Touchpoint 40

Michel Falcon Experience

NOVEMBER 8, 2015

The next part is the tougher part of this exercise: understanding why your customers wouldn’t recommend your service or product. An emerging role within companies of all sizes and industries is the Chief Customer Officer. To serve as an example, let’s say you operate a chain of grocery stores.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. ” The Humana customer experience lab.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Lumoa

APRIL 24, 2018

All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights. NPS can provide clarity on the status of CX efforts, but the voice of the customer lights the way to improved customer journeys."

System 338

System Effort Score NPS Net Promoter Score 338

Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle. .

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Ian Williams

MARCH 19, 2020

That’s just a vanity exercise. But I’ve done both… two different ways of doing Customer Journey Mapping as an information gathering exercise. He is now chief customer officer, so, you know I guess everyone can come around, and it wasn’t particular popular way of thinking.

Leadership 52

Leadership Consulting Financial Video 52

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

Effort Score 59

Effort Score Tips Chief Customer Officer Return on Investment 59