Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. They started collecting data regularly and talking to customers in real life.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Over time, Edwin began to see how branding and reputation management played a role in customer experience.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148

Kayako

JANUARY 12, 2017

This is an in-depth interview about the business choice made by startup eero who put customer experience at the center of their business. Sujan dives deep into the foundations of what contributes to customer delight, he’ll lead your through the importance of usability all the way to how well your company helps customers.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

ChurnZero

MARCH 28, 2023

How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Customer Bliss

AUGUST 23, 2018

Over time, as the customer insights manager, Anand’s role began to evolve and he was able to start framing his work as the head of customer experience. When he saw things like low customer rating scores, he wanted to know what could be done to turn that around to improve services.

Transportation 129

Transportation Industry Management Guidelines 129

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. Educating customers in-product and with actionable content is important as customers become more sophisticated.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

ChurnZero

JANUARY 26, 2022

Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience. NPS scores. 2. Accurately Assess Customer Health + Recurring Revenue.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. How do you make your customer’s important requests stand out from the noise?

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

ChurnZero

JANUARY 26, 2022

Liz Friscino, Managing Director, Client Success, FiscalNote Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

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

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. Theodore Roosevelt.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Customer Guru

MARCH 7, 2018

We wanted to be a capable company where customers come because of the superior customer experience and the quality of the products. So, eventually all the leaders connected and understood the importance of this initiative. The customers valued this very much. For me, going over the top might not help.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Kustomer

AUGUST 19, 2021

One way leaders can win this backing is through sharing customer success stories with the higher ups, which adds value to your CX team ’s efforts. “I I cannot emphasize this enough, every opportunity you have as a leader in the internal communications, tell customer stories. Every single time.” Wendi Sturgis: (01:13).

Culture 98

Culture Chief Customer Officer NPS B2B 98

ChurnZero

JULY 9, 2020

But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty. “As As your customer base expands, it’s helpful to develop a system of qualifications for determining case study candidates.

Strategy 64

Strategy Marketing Case Study Effort Score 64

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Alignment

DECEMBER 18, 2017

The gap between (rising) customer expectations and the quality of customer experiences being delivered, is getting greater. From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 48

Customer Experience Return on Investment Effort Score Policies 48

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

MAY 1, 2020

Part of that quality score is how well your argument relates to your audience. The best evidence needs to not only support your claim, but also have a connection to your audience,” advises HubSpot. For instance, let’s say you were selling Customer Success software to your C-Suite. If you just communicate, you can get by.

e-support 53

e-support Tips Chief Customer Officer Software 53

Qualtrics

JANUARY 2, 2019

Win: Connected Government Act passes. The January 2018 passage of the Connected Government Act was a win for government CX because it requires new or updated public-facing federal websites to be mobile friendly. Any communication that supports CX practices in government contributes to its development, sometimes in unanticipated ways.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

SmartKarrot

MARCH 10, 2022

Secure and speedy connections, workplace information access, and data security are some aspects that CIOs need to deal with in today’s remote work culture. The CIO, apart from day-to-day infrastructure processes also disseminates customer information across the business. Need for instant connection with the CX teams .

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11