Retently

JULY 28, 2023

Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO). If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Optimove

AUGUST 4, 2021

Our data set consisted of over 30 million customers and 2,000 campaigns, delivered to target groups ranging in size from one customer per group to groups of over 100,000 customers. For each target group size, we measured the average campaign uplift. Smaller Customer Segments, Bigger Results.

Groups 98

Groups CRM Ecommerce Comparison 98

Retently

OCTOBER 19, 2018

A generic response would be that the CCO position got its start the moment major companies began wondering whether or not they should have a supervisor responsible for the overall customer experience. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Retently

JUNE 24, 2018

You can start off with one to measure the loyalty and sentiment of your existing clients, and then go for other campaigns based on customer lifecycle, segment, trigger or event. As Net Promoter Score has become a key metric in assessing customer satisfaction, new NPS products are being launched on a regular basis.

NPS 108

NPS Net Promoter Score Software How To 108

Currency Alliance

OCTOBER 11, 2018

The Resolution Foundation, a UK-based research organization, recently published data showing that 11% of the market for “hotels and similar accommodation” was owned by the top 5 brands in the sector in 2016; a drop of three percentage points from 2004[i]. On the contrary, the hotel remains a highly valued experience offering.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Feedbackly

SEPTEMBER 26, 2018

64% of people think that customer experience is more important than price in their choice of a brand. Popularity of Customer Experience. And it is also of paramount performance when your customer base grows because there are countless examples of companies who are not able to efficiently scale their customer experience strategies.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Amity

SEPTEMBER 7, 2016

We started to have a more thoughtful segmentation about our customer base, and I started working with our corporate customers -- those who tended to have the most advanced use cases. How did you get started in Customer Success and what was your path into your current role?

Customer Success 0

Customer Success Groups Customers Metrics 0