Lumoa
SEPTEMBER 16, 2022
A significant change since 2013 when it is the other way around. But again, every customer satisfaction metric has several factors that influence the results. That is why you need to take note of the factors: Customer zone of tolerance. Listen to the voice-of-customer.
Seaton CX
JANUARY 4, 2024
When we treat customer support as a cost center rather than an investment in customer retention, we set in motion a long chain of consequences that ends in customer churn and lost revenue. ” The role of support, the authors conclude, isn’t to increase customer loyalty, but rather to mitigate disloyalty.
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Customer Alignment
MARCH 2, 2018
the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.
Customer Bliss
NOVEMBER 7, 2017
Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way.
Customer Bliss
NOVEMBER 7, 2017
Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. . They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way.
CX Journey
APRIL 7, 2015
Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? How do we achieve that single view of the customer? Don’t worry!
SuiteCX
OCTOBER 22, 2015
It is critical to get all key departments aligned on your customer experience strategy. suitecx Thought Leadership: Balancing Customer Needs. suitecx ©2015, suitecx Inc.
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