Customer Bliss

APRIL 13, 2017

Saw recently on TechCrunch that Sprinklr, an eight-year old unicorn company with a valuation of around $1.8 billion, is moving from a pure social signals platform to a customer experience platform. A lot of times, CCOs or SVPs of Customer Experience are hired because the company wants to be more customer-driven.

Customer Experience 135

Customer Experience Customer Experience Management Culture Customers 135

BlueOcean

APRIL 11, 2017

Their business model was founded on the cell phone industry equivalent of a unicorn: a customer-centric offering that puts affordability and flexibility at the forefront. For their internal customer service team, our client typically hired new university graduates who were looking to get a foot in the door in the tech industry.

Case Study 159

Case Study Study Abandon Rate Contact Center 159

CSM Magazine

APRIL 23, 2021

Accelerated by the pressures of Covid-19 and enabled by digital, brands are trying to respond to the ongoing challenge of commoditisation by moving from transactional to long-term value driven relationships with customers. In effect, service brands tend to have the raw materials to become experience-driven businesses. in 2010 to $4.1B

Brands 52

Brands How To Exercises Return on Investment 52

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization. You don’t know why your customers churn.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

C Space

OCTOBER 1, 2018

Say the word ‘unicorn’ in business and minds inevitably jump to those rare billion-dollar tech start-ups whose achievement is highly coveted. Yet there is another type of unicorn that manages to fly under the radar of industry veneration but which is, in many respects, no less impressive. Alaska Airlines put customers first.

Trends 40

Trends Brands Airlines Wireless 40

Kustomer

MAY 22, 2019

What are the core principles of a modern retail customer experience ? As a result, many DTCs have transformed customer support into personalized experiences that build loyalty and lifetime value. A lot has been written about the CX revolution led by cult-fave-turned-unicorn beauty brand Glossier.

Retail 45

Retail Brands Apparel Self Service 45

Helen Dewdney

JULY 16, 2018

When I arrived they had dedicated the Head of Media Relations, Shoshana and the Chief Customer Officer Alessandra ( I interviewed last year ) to show me round the event! Tesco staff have been on jollies to Italy and experimenting with stuff! Toys, variety of new products, including pooing unicorns. Very moist.

Chief Customer Officer 30

Chief Customer Officer Fashion Meeting Course 30