Horizon CX

DECEMBER 21, 2021

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end. Then conscious choice brings one to aspire to lead.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. Here are four elements to grow customer experience ROI: 1.

ROI 100

ROI Customer Experience Effort Score How To 100

Customer Bliss

OCTOBER 8, 2015

Is your leadership team united in focusing on customer asset growth? The power of Competency one is building your version of how you can measure the growth or loss of your customer asset. Leaders must be united in fearlessly talking about the growth or loss of the customer asset at their team meetings.

Leadership 100

Leadership Measurement Metrics Meeting 100

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear.

Contact Center 182

Contact Center Resources Groups Culture 182

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Demystify the role of the Chief Customer Officer. Customers as Assets. Care about the “why?”.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Demystify the role of the Chief Customer Officer. Customers as Assets. Care about the “why?”.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

OCTOBER 27, 2015

When I ask executives if they know the volume and value of their new customers and compare it monthly, weekly and annually to the volume and value of lost customers – it’s not top of mind. The numbers aren’t discussed and obsessed about. For example, we brought in 22,000 customers, but we lost 27,000 customers.

Metrics 100

Metrics Customers Analysis Connections 100

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear.

Contact Center 140

Contact Center Resources Groups Culture 140

Customer Bliss

JANUARY 22, 2015

The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”)

Chief Customer Officer 100

Chief Customer Officer Customer Journeys Leadership Culture 100

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Click here to learn more about the course and enroll. . As CX leaders and practitioners, we must always advocate on behalf of the customers. So own it, and put your customers first.

Banking 166

Banking Chief Customer Officer Video Course 166

Gainsight

MARCH 8, 2023

Once, finance leaders had a simple mandate: Keep the books up to date, make sure the numbers add up, and track where the money flows. By necessity, financial leaders have evolved into “ strategic CFOs ,” using new data tools to guide growth. Here are six things I’ve learned about how CFOs can implement human-first leadership: 1.

Leadership 52

Leadership Financial Conference Communication 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Engaging your investors starts by understanding what they care about. Engaging your investors starts by understanding what they care about. Good investors care about the results of your organization.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 3: Build a Customer Listening Path.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unfortunately, that isn’t my concept.

Employee Experience 78

Employee Experience Comparison Leadership Culture 78

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Customer Bliss

FEBRUARY 2, 2016

The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map. We are finding that it takes about three years for this to feel ‘old hat.’. Unite leaders and the organization in competency building and first round or experience reliability improvement actions.

Customer Journeys 100

Customer Journeys How To Chief Customer Officer Leadership 100

Customer Bliss

DECEMBER 22, 2016

In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months? This post originally appeared on the CCO 2017 website.

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Fortunately help is at hand – and has been since 2006.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

Magellan Solutions

MARCH 21, 2024

Data Accuracy Definition Simply put, data accuracy is all about getting accurate information. Even small mistakes, like typos in customer details, can lead to big problems with billing and the business’s reputation. Amazon Price Glitch In 2018, Amazon learned a harsh lesson about data accuracy the hard way. The result?

Data 52

Data Government Financial Innovation 52

Innovative CX

MAY 5, 2022

Just like customer expectations have changed dramatically, so too have employee expectations of the workplace experience. It’s no different than the question I often ask organizations about their customer experience. We want both depending on what our customers want at any given point in time.

Culture 59

Culture Social Media Policies Communication 59

BirdEye

MARCH 17, 2023

Small business owners must navigate complex challenges ranging from customer acquisition to human resource management and financial oversight, leaving them with an overwhelming amount of responsibilities to manage alone. Conduct customer and market research to evaluate the feasibility of a new product or service.

Consulting 98

Consulting Social Media Financial Strategy 98

SurveySensum

NOVEMBER 3, 2023

Imagine you order a pair of woolen socks from Amazon and have a question about the size of the socks. You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service!

Trends 52

Trends Self Service Customer Service Chatbots 52

Call Experts

JULY 17, 2019

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line. Customer experience must always be a focus for your company.

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

Beyond Philosophy

DECEMBER 1, 2014

There are plenty of ways to look at the sometimes competing interests of the desire for maximum return on investment and the desire to use a superior customer experience as a point of differentiation for competitive business advantage. It’s all about the lens that you’re looking through.

Airlines 167

Airlines Return on Investment Travel ROI 167

Michelli Experience

JUNE 19, 2018

Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. From Senge’s perspective, love is demonstrated “concern for the growth and development” of those you serve.

B2C 113

B2C Comparison Hotels B2B 113

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. They had greater employee engagement and more loyal customers. Leaders cannot “set it and forget it” and pass this off to Communications or HR departments; leaders must set the example.

Communication 81

Communication Leadership Airlines Social Media 81

West Monroe

MAY 1, 2023

“The goal of a customer support organization is to go out of business.” ” This tongue-in-cheek refrain in the customer support community teases at the dependency software providers have on support delivery given product complexity and immaturity. How can I do all of this while enhancing the customer experience?

Self Service 52

Self Service Chatbots Roadmap Software 52

West Monroe

JUNE 13, 2022

To answer this question, begin by understanding the industry you operate in, the type of products your company produces, who you want to be as an employer, and your current and future customer base. For instance, a small manufacturer of watches that delivers direct to customers will have different needs than a high-end OEM.

Government 90

Government Culture Industry Leadership 90

BirdEye

JANUARY 16, 2024

The chefs are your sales team, the servers are your customer service representatives, and the diners are your clients. Chaos would ensue, with dissatisfied customers and a disorganized staff. You’ll learn about the benefits and advantages of Birdeye platforms and how they can improve customer retention strategies.

CRM 59

CRM Management Social Media System 59

Call Experts

JULY 8, 2021

With nearly 40 years of experience, we discovered that your HVAC businesses must provide 24-7 services. your team must ensure every customer maintains comfy air temperature levels and receives top-quality customer services at all times. Instead, exceed your customer’s expectations. Our advice? ” .

Tips 52

Tips Contact Center Self Service Social Media 52

Magellan Solutions

FEBRUARY 20, 2023

Without a written contract, customers and vendors might easily exploit one another. Key Components of an Outsourcing Contract The parties must carefully construct the outsourcing contract’s key components in order to maximize cost savings. You must listen to the vendor’s concerns and be flexible as much as possible.

How To 98

How To Government Communication Financial 98

Call Experts

OCTOBER 10, 2019

A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. What customer behavior are you trying to understand?

Customer Journeys 64

Customer Journeys Call Center Conference Contact Center 64

SurveySparrow

FEBRUARY 5, 2021

To our surprise, over 85% gave “customer retention” as their answer. Yes, they all stated the pandemic disrupted their customer network and retaining them became an enormous problem. And in between all that, businesses started losing customers, that too the loyal ones. Customer Retention Tip: Do Whatever It Takes!

Customer Retention 52

Customer Retention How To Social Media Customers 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Customer Health Metrics. Customer Usage Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52