Alida

MARCH 10, 2017

According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. According to Forrester , a one percent increase in CX scores can translate up to $100 million in annual revenue. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! This is an in-depth interview about the business choice made by startup eero who put customer experience at the center of their business.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. For example, CSAT scores show customer satisfaction while Net Promoter links to advocacy and brand reputation.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

MAY 30, 2018

Research from both sides of the Atlantic provides clear evidence of the link between superior CX and company success: - A $100 investment in 2000 into a portfolio of the top brands in the American Customer Satisfaction Index provided a return of over $760 by the end of 2016. For those with just slightly lower scores (8-8.9/10)

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

CRM 65

CRM Technology Data Net Promoter Score 65

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

SurveySensum

JULY 14, 2020

Aimee Lucas has over 20 years of experience in improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM).

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132