Gainsight

FEBRUARY 12, 2019

I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). Map out the key personas at your customers. Track weekly improvements in the Engagement score.

How To 81

How To Chief Customer Officer CRM Measurement 81

Chattermill

MAY 12, 2019

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. The Effortless Experience dives into the CX world, debunking myths about the industry like the emphasis on dazzling and delighting customers over making things easy on them.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Answer Dash

JANUARY 9, 2019

I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. The entire company has a customer experience mindset. A customer-first mindset is much different than hiring a chief customer officer and thinking your work is done. That’s not the case.

Trends 82

Trends Customer Experience Insurance Chatbots 82