Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What does the company want to achieve? And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Why did you give that score? Nevertheless, you probably already know that the score is just a number.

System 338

System Effort Score NPS Net Promoter Score 338

ChurnZero

MARCH 28, 2023

One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

CX Journey

MARCH 17, 2015

Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric. Q&A Recap.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

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. Twenty-five percent admit that their company isn’t meeting expectations at all. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Gainsight

APRIL 15, 2022

Many of the world’s greatest companies find themselves in a similar situation today. The power dynamic has flipped from vendors to customers. Customers have more control than ever before, and companies that don’t build their offerings with the customer at the center will be left behind, sooner rather than later. .

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Gainsight

OCTOBER 13, 2022

The state of the SaaS market right now is stress-testing the growth strategies of all kinds of SaaS companies. . But the companies that are prepared to weather any market conditions are the ones poised to become unstoppable. Chief financial officers should consider moving from an annual budget to monthly forecasting .

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. The starting point for customer experience in healthcare: Anthem is an enormous company. There aren’t perfect metrics.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

MARCH 24, 2015

Take stock of where your company is today in managing collective cross-silo work. Determine whether it applies to your company. If there’s a void, it may be right to consider a Chief Customer Officer. Implementation Tip: This needs to be a group effort. That becomes the role of the Chief Customer Officer.

Tips 100

Tips Chief Customer Officer Effort Score Roadmap 100

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

Effort Score 59

Effort Score Tips Chief Customer Officer Return on Investment 59

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. What data can be leveraged to get a 360-degree view of your customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Wootric CX Blog

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Gainsight

JUNE 21, 2022

Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. Simple strategies for newly formed Customer Success teams. on upsells and cross-sells from existing customers.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Gainsight

DECEMBER 15, 2021

But we’re also grateful and inspired by the ways leaders across all industries use CS teams to add value and increase momentum for their companies. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. New Value-Driven Metrics. You will see it in the way customers talk about the product.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

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. This is the ultimate customer experience guide. This in-depth customer quotient study (CQ) will tell you exactly how brands earn trust and respect from their customers.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

CCO Council

OCTOBER 14, 2019

If you asked your customers, “How easy is it to do business with us?” If you’re like many other companies, they’ll probably say, “Not very.” ” If you asked customers to compare you with Amazon or Lyft or USAA, they might say, “Not at all!” ” what would they say?

Effort Score 40

Effort Score Chief Customer Officer Metrics Touchpoint 40

Kayako

OCTOBER 23, 2017

For a customer feedback project to begin, get a team’s attention, and close the loop across the business, these are the three areas you must focus on: Assign (or claim) accountability and choose the metrics to track. Close the loop with the customer. Assign accountability for a customer feedback loop.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

Amity

APRIL 7, 2017

In other words, you should articulate the value that your customer success team brings to your organization in the months preceding the budget demand. Ideally, you should demonstrate the value in a way that ties with the company’s overall goals. Identifying your customer success team's primary goals is important.

Customer Success 67

Customer Success Chief Customer Officer How To Metrics 67

ChurnZero

OCTOBER 30, 2020

No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. To create a consistent onboarding experience, irrespective of a user’s onboarding cohort, Olson says Customer Success needs to ramp up automation. The expert panel included Pendo.io

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Gainsight

MARCH 9, 2020

If you were building out a CS team from scratch where would you focus your efforts in the first 120 days? Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g., to drive better customer-centric decision-making. Product, Finance, etc.)

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

CCO Council

OCTOBER 2, 2019

A good friend and colleague, Anne Bowman, commented on a recent article saying, “We need to create human versions of WD-40” to lubricate away the friction between our company and our customers. How can you reduce customer friction or effort and become Easy to Do Business With? What is your WD-40?

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

Eptica

MAY 30, 2018

This is leading to a ‘winner takes all’ world where gaps are growing, not just between best and worst companies, but even between top organizations. In the UKCSI brands with CSAT scores of 9/10 or 10/10 saw loyalty rates of 96% and 92% likelihood to recommend. . - For those with just slightly lower scores (8-8.9/10)

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

Gainsight

DECEMBER 10, 2018

How to Calculate 6 Key Customer Success Metrics. This blog post covers the six metrics every Customer Success professional needs to know. You’ll get the lowdown on what to use each metric for, what data you need beforehand, and how to use our Customer Success Metrics Calculator to calculate them.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Eptica

JUNE 17, 2016

Author: Pauline Ashenden Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. Bring in new customers? Improve retention rates?

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

inmoment

MAY 14, 2020

Right out of the gates, health insurance companies are at a disadvantage when they seek to measure the experience provided to members because a member’s purchase decision is often not their own, but one made on their behalf by their employer. 2) the journey health insurance companies create for their employees.

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, you should identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team’s primary goals is important.

Customer Success 56

Customer Success Chief Customer Officer Metrics Effort Score 56

Pointillist

JUNE 6, 2018

Swati: Where do CX organizations typically sit within a company? I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I’ve also seen it start from HR because more and more companies are realizing that employee experience drives customer experience.

Customer Journeys 40

Customer Journeys Customer Experience Chief Customer Officer First Call Resolution 40

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

ChurnZero

JANUARY 15, 2021

The pressure was on for Customer Success in 2020 – and more so than we could have ever imagined. As Customer Success hadn’t yet shown to be indefensible at every company, You Mon had cautioned that the function would need to prove itself. Ed Powers , Customer Success Consultant. And that they did.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Gainsight

JUNE 9, 2021

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. Value realization is not just about your product but your company too.

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

Customer Bliss

MARCH 30, 2017

I’ve written about this idea a few times , including in Chief Customer Officer 2.0. A customer room is a way for leaders (and other members of the organization) to really understand the customer experience. What are customer experience labs? The yin and yang of customer experience labs.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team’s primary goals is important.

Customer Success 40

Customer Success Chief Customer Officer How To Metrics 40

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics How To Effort Score Self Service 98

SmartKarrot

DECEMBER 20, 2021

It’s only recently that customer success has emerged from being a “nice-to-have.” Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Why Customer Success Can Help VC Attention. adding new customers).

Banking 19

Banking Customer Success Net Promoter Score Chief Customer Officer 19