Retently

JULY 28, 2023

By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017. This data reflects a growing recognition of the importance of CX leadership in driving business success and delivering exceptional customer experiences. Now, let’s get down to the advantages.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Innovative CX

SEPTEMBER 14, 2023

I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. Furthermore, customer experience strategies tend to focus on improving the experience with corresponding metrics. Is it a part of your organization’s overall brand strategy? If it is, great! If not, it should be.

Management 52

Management NPS Financial Strategy 52

ClearAction

OCTOBER 1, 2018

A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. For example, the 2017 and 2018 Forrester Customer Experience Index TM reveals no companies exceeding 72 on a 100-point scale and very little change in any industry.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

TechSee

APRIL 3, 2018

Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Innovative CX

MARCH 12, 2021

I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. Furthermore, customer experience strategies tend to focus on improving the experience with corresponding metrics.

Strategy 52

Strategy NPS Financial Culture 52

Innovative CX

FEBRUARY 25, 2021

I teach a global operations strategy graduate course at the University of Minnesota’s Carlson School of Management. Furthermore, customer experience strategies tend to focus on improving the experience with corresponding metrics.

Strategy 52

Strategy NPS Financial Culture 52

ChurnZero

JANUARY 26, 2021

Through this partnership, we create customer advocates in the market who will provide references and referrals, we renew customers at higher rates, and we have the opportunity to expand revenue by selling additional products and services into our existing customer base. Customer Success Around the Web.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98