Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! It requires courage and real leadership. As the saying goes, it takes a village—and a committed one.

Exercises 246

Exercises Customer Centricity NPS Culture 246

Experience Investigators by 360Connext

AUGUST 26, 2020

But as anyone who’s been doing this work knows, customer experience requires so much more than great intentions. In practice, customer experience is messy and complicated: It requires leadership, vision, and strategy. Related: To Master Customer Experience Strategy, Master CX Mindset. Confirm your leadership goals.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

System 317

System Effort Score NPS Net Promoter Score 317

ChurnZero

JANUARY 6, 2022

What you measure and report to your leadership team and your board really does make a difference.”. In the table below, Matt breaks out Customer Success metrics by the value they communicate to the business. Net Promoter Score (NPS). Customer Satisfaction Score (CSAT) / Customer Effort Score (CES).

Metrics 98

Metrics Customer Success Customer Journeys How To 98

ijgolding

MAY 9, 2017

When it comes to Customer Experience, benchmarking is regularly seen by many leaders as being an important ‘yardstick’ by which to determine the success of their business in achieving their customer focused objectives – if indeed they have customer focused objectives in the first place.

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

Experience Investigators by 360Connext

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. What was the best business outcome we achieved due to our work in customer experience ? What goals did we miss?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

DCX

SEPTEMBER 15, 2024

Vertical integration: Controlling all aspects of the service allows for consistent quality and a unified customer journey. Accessibility: Neko's vision of making preventive healthcare widely available at minimal cost addresses customer concerns about healthcare affordability and access. Mark www.marklevy.co

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

Vertical integration: Controlling all aspects of the service allows for consistent quality and a unified customer journey. Accessibility: Neko's vision of making preventive healthcare widely available at minimal cost addresses customer concerns about healthcare affordability and access. Mark www.marklevy.co

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

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? CX is the “eat healthy and exercise” of the business world. You’re not alone.

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. That’s just a vanity exercise. FULL TRANSCRIPT OF VIDEO DISCUSSION. So, we’re on the same page.

Leadership 52

Leadership Consulting Financial Video 52

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 84

Customer Journeys Data Analytics Interaction 84

Thematic

MAY 22, 2019

metrics” like NPS and CSAT, and start establishing CX as a function that makes the customer happier AND creates cost savings and additional revenue through its new initiatives. Some teams lead CX projects that make it easier for customers to find new products and services at just the right moments in their customer journey.

Exercises 97

Exercises ROI Conference Video 97

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” It doesn’t connect your CRM with the point of sales to inform agents about the customers.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

DCX

SEPTEMBER 10, 2024

Your core team should include: Customer Service Experts empathize with frustrated customers and communicate solutions. Communications Pros to manage internal and external messaging, ensuring that leadership, employees, and customers are all aligned. Leadership is the anchor that keeps everyone focused and aligned.

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

DCX

SEPTEMBER 10, 2024

Your core team should include: Customer Service Experts empathize with frustrated customers and communicate solutions. Communications Pros to manage internal and external messaging, ensuring that leadership, employees, and customers are all aligned. Leadership is the anchor that keeps everyone focused and aligned.

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

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 Touchpoint Resources 90

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Is it NPS? ©2015 suitecx – Confidential Is it NPS? Allows a company to marshal resources to act upon improvement of the customer experience. Starting to cause some ‘NPS fatigue’ for both customers and employees. Link between company growth and NPS is being contested.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Oracle

AUGUST 16, 2018

I recently conducted an exercise with one of my clients, including members of CX management and executive leadership teams. I asked, “What does the organization wish to accomplish with strategic customer experience?” Here’s an example to illustrate my point.

Customer Experience 40

Customer Experience How To Customer Journeys Exercises 40

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

ChurnZero

NOVEMBER 5, 2021

For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. However, if you want to ensure your Customer Success software keeps working for you, and not against you, it’s a worthwhile exercise to evaluate its performance.

Software 52

Software Customer Success Net Promoter Score Exercises 52

ChurnZero

NOVEMBER 5, 2021

With busy Customer Success teams, it can be difficult to pause and reflect on the systems that we use to manage our bustling days, when most of the time, we’re just trying to get through them. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Nominees are rated based on their capabilities, results, and client feedback. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

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. Make it robust or keep it simple.

Customer Success 52

Customer Success Metrics Effort Score Customers 52

SmartKarrot

OCTOBER 12, 2022

Your company will quickly become submerged in the sea of information and confusing noise if you do not have a well-established customer journey. Creating a customer account journey can tell the tale of your customer’s interactions with your brand across all touchpoints. Then comes the adoption stage.

B2B 10

B2B Customer Journeys How To Net Promoter Score 10

Kustomer

APRIL 1, 2021

So I think if you can sell it to your leadership, you’re there. I’m about NPS. You might walk them through various exercises of building a journey, and we could talk forever on journeys. And without that championship from your, from, everyone’s boss, right? Gabe Larsen: (06:00).

Hotels 62

Hotels Innovation Sports Customer Journeys 62

Experience Investigators by 360Connext

MAY 15, 2024

“The big impetus is: Can the listening post provide a direct customer perspective and context to the behavior we are seeing in the other instrumentation we have around the business?” Jignesh’s leadership team meets monthly to review the customer feedback and identify issues with the customer journey.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

DCX

AUGUST 25, 2024

Here's how you can revamp your approach to data and supercharge your CX strategy: Stop Confusing Correlation with Causation You see your NPS scores go up, and suddenly, you're taking credit for increased revenue. Ask yourself: Are happy customers spending more, or are big spenders just happier? Not so fast.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

DCX

AUGUST 25, 2024

Here's how you can revamp your approach to data and supercharge your CX strategy: Stop Confusing Correlation with Causation You see your NPS scores go up, and suddenly, you're taking credit for increased revenue. Ask yourself: Are happy customers spending more, or are big spenders just happier? Not so fast.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52