ShepHyken

FEBRUARY 11, 2019

(CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.)

Net Promoter Score 57

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 57

ChurnZero

AUGUST 23, 2019

ChurnZero Leads G2’s Summer 2019 Momentum Report for Customer Success Software. The Satisfaction Score is based on end-user satisfaction with the product, popularity, statistical significance (number of G2 reviews), quality of reviews receives, age of reviews, overall customer satisfaction, and Net Promoter Score on G2.

Software 56

Software Report Customer Success Net Promoter Score 56

ChurnZero

NOVEMBER 1, 2019

ChurnZero Leads G2’s Fall 2019 Momentum Report for Customer Success Software. The Satisfaction Score is based on end-user satisfaction with the product, popularity, statistical significance (number of G2 reviews), quality of reviews receives, age of reviews, overall customer satisfaction, and Net Promoter Score on G2.

Net Promoter Score 40

Net Promoter Score Chief Customer Officer Software Customer Satisfaction 40

Eptica

AUGUST 19, 2020

Demonstrating this, the results of the Institute of Customer Service’s latest UK Customer Satisfaction Index show that levels of CX are worsening, with the overall score down from Summer 2019 and well-below the high point recorded in mid-2017. How can this be fixed?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. September 12, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT.

Customer Experience

Gainsight

DECEMBER 10, 2018

Synecdoche and SaaS: What Title Should the Customer Success Leader Have? Customer Success leaders go by many names—VP of Customer Success, Director of Account Management, Chief Customer Officer, and so on. Customer Success Slack Channel. Stepping into 2019 like…. Click here for the calculator.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ChurnZero

OCTOBER 30, 2020

Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. As you see talented people come into Customer Success and then move up into bigger roles, it means compensation is going to go,” says Mehta. I would argue that’s actually the leading indicator of variables like net retention.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93