2021 Customer Focused Effort Score 
ShepHyken
MAY 31, 2021
4 Ways To Improve Your Customer Effort Score by Scott Clark. CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand.
ChurnZero
JANUARY 15, 2021
Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year.
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ShepHyken
DECEMBER 3, 2021
This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. Voice of Customer.
ShepHyken
SEPTEMBER 6, 2021
I also smiled at his story about the customer who calls him so much, she refers to him as her boyfriend. A Look at Customer Effort Score and How It Can Help Build Better CX by Dom Nicastro. State of the In-Store Experience [2021] by Bobby Marhamat. Follow on Twitter: @Hyken.
ShepHyken
OCTOBER 19, 2020
37 Customer Experience Statistics You Need to Know for 2021 by Toma Kulbyt?. This is an excellent article with all types of information that will help you and your company deliver a better customer service experience while working remotely. My Comment: Chatbots are still a hot topic, especially in the customer support world.
CustomerSuccessBox
AUGUST 27, 2021
Model 1: Sales owns new logos, expansion, and renewals Model 2: Customer Success owns expansion and renewals Model 3: A separate customer-focused sales team owns expansion and renewals. Whichever ownership model is adopted, all of the three departmental efforts are seen to have a lot of overlap.
Gainsight
JUNE 9, 2021
PT) to continue binge-ing the best customer-focused content! Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations.
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