ChurnZero

MARCH 4, 2022

Score all the forces. This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. Score all the forces. Map out your processes. Score all the forces. Define your objective.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

Thematic

FEBRUARY 19, 2019

Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas? Show a clear link between your efforts and outcomes. You’re not alone.

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

Kustomer

FEBRUARY 3, 2022

Using Data to get Customer Insights. As companies are trying to tackle the customer journey, many are overwhelmed by data chaos and don’t know how to organize it in a way that boosts engagement all while saving money. And then also, took on leadership over our delivery centers. Tune in to the episode to learn more!

Customer Journeys 98

Customer Journeys Data Analytics Interaction 98

Beyond Philosophy

SEPTEMBER 6, 2019

There is an excellent metaphor in the late great Stephen Covey’s book The Seven Habits of Highly Effective People about the difference between management and leadership. That is leadership coming up with a strategy. . The irony is, is that all of the effort that they put in is wasted or certainly not as efficient as they should be.

Net Promoter Score 132

Net Promoter Score Effort Score Consulting Strategy 132

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. A: Sometimes, the best way to understand if it’s having an impact is to validate it directly with a customer who has that need. Then, think about leadership in general. Here’s the webinar in full.

Sales 52

Sales Customer Success Tourism Roadmap 52

Gainsight

FEBRUARY 28, 2023

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts. Doing this ensures that appropriate relationships are being built among all the stakeholders in the organization that touch or have influence into the customers partnership.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience. There is of course….

Leadership 52

Leadership Customer Journeys Course Exercises 52

Peter Lavers

MARCH 17, 2015

Too many initiatives focus on the physical “what we will do for you” rather than the emotional “how we will make you feel about it” The body of independent research confirms that more than 50% of the customer experience is emotional – customers remember how they felt, not how well they were processed!

Innovation 40

Innovation Customer Experience Self Service Effort Score 40

Education Services Group

MAY 27, 2022

Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise. Customer Success Maturity Assessments. You need a complete picture of your Customer Success organization’s maturity. It’s not salesy if it’s free, right?)

Customer Success 52

Customer Success Metrics Effort Score Customers 52

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

ChurnZero

JANUARY 26, 2021

So how can CSMs engage with their customers in an outcomes-oriented way? . We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name).

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

RapportBoost

DECEMBER 10, 2018

While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. So, without further introductions, let’s go ahead and get started. Tony: Absolutely. Any other memorable keystone? Kaye: Great, certainly.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Kustomer

OCTOBER 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. Phil is the VP of Audience Intelligence at RPA and he gives us the secrets to successfully curating the customer journey through good marketing and solid customer service.

Marketing 98

Marketing Customer Service Advertising Customers 98

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Pink Guava

OCTOBER 31, 2018

Some of the key points to keep in mind when we are starting on this journey is : 1. The leadership is committed to the effort and driving this effort from front. There is a reasonable investment kept aside as you do not want this to be an exercise on paper. This has to be Top – Down approach.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

SmartKarrot

JULY 26, 2021

Just like how the sales and marketing departments are most effective when they work together, the customer experience is something that the entire organization has to work together for. CX has to start from the top – it is a leadership responsibility. How to measure customer experience? What is customer journey mapping?

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11