Eptica

JULY 26, 2017

Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. ” Given the direct link that has been made between customer experience and improved profitability , it is no surprise that CEOs feel this way. Published on: July 26, 2017.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. Why now is a great time to optimise your customer service - Part 2: Analyse your business.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Customer Bliss

AUGUST 28, 2020

And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right? So we actually took that insight and we now measure that as part of a survey have that type of experience. How can I add value with the skill sets that I have?

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer Knowledge Base Sales Customers 52

inmoment

MAY 14, 2020

Many consumers are asking questions about their own healthcare coverage. In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Question #4: Are You Measuring the Right Key Metric(s)? Arriving at your key metrics will take time though.

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

Oracle

JANUARY 29, 2021

How to stay relevant in customers’ lives during COVID. She noted, “So much in our arsenal of tools is about validating, like those surveys that ask, ‘how are we doing?'” ” She continued, “Now, you’ve got to move to understand how your customers are doing and what they need.

How To 64

How To Customer Journeys Chief Customer Officer Study 64

Alliance by IFS

MARCH 31, 2016

To get a better picture of how service organizations view innovation, The Service Council conducted a brief, 10-question survey to explore the topic. That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. There was also some good news in the survey.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

Tricia Morris

MARCH 14, 2016

. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. This leads to the importance of an increased focus on and investment in customer service. According to a new PwC survey , more than a quarter of U.S. – SDL Global CX Wakeup Call Report.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. The next step is to use the data produced by the system to tell a story not only about your customers, but also about your product and your company.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Qualtrics

DECEMBER 17, 2019

With attention on the long-game, lengthy and periodic brand tracking surveys will become obsolete in 2020. Instead, marketers will adopt leaner and ongoing pulse surveys into the brand experience. The experience premium – where consumers are willing to pay more for better experiences – will be even more important in 2020.

Brands 32

Brands Chief Customer Officer Case Study Hotels 32

ProProfs Chat

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ChurnZero

JULY 9, 2020

The goal of ChurnZero RYGs, our (now virtual) networking events, is to create a lively space where customer success leaders can swap notes and talk shop amongst one another. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Demonstrated ROI – does the customer have proven results?

Strategy 64

Strategy Marketing Case Study Effort Score 64

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action. quarterly?).

Effort Score 60

Effort Score Conference Chief Customer Officer Consulting 60

ChurnZero

JANUARY 4, 2019

Chatbots, for example, use this technology to bring AI directly to customers by providing immediate feedback that crucially doesn’t appear to have come from a bot. Only AI can provide truly intuitive onboarding for new customers who expect a seamless digital experience.” – Anthony Macciola, Chief Innovation Officer, ABBYY.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Qualtrics

AUGUST 20, 2021

The disruption of 2020 caused new behaviors, new purchase drivers, and new consumer expectations. First, the good news: the fundamentals of how successful companies thrive with customer experience hasn’t changed, according to James Bampos, Head of B2B CX Solutions Strategy at Qualtrics. And what's the starting place for you.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

ChurnZero

JANUARY 4, 2019

Chatbots, for example, use this technology to bring AI directly to customers by providing immediate feedback that crucially doesn’t appear to have come from a bot. Only AI can provide truly intuitive onboarding for new customers who expect a seamless digital experience.” – Anthony Macciola, Chief Innovation Officer, ABBYY.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

System 338

System Effort Score NPS Net Promoter Score 338

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Dennis is an innovative Customer Experience evangelist with a deep understanding of consumer engagement, digital media, and reporting analytics. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CCO Council

SEPTEMBER 13, 2019

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. Note: The survey is ongoing. Former chief customer officer, Oracle.

Chief Customer Officer 40

Chief Customer Officer Omni-Channel B2B Customers 40

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Dennis is an innovative Customer Experience evangelist with a deep understanding of consumer engagement, digital media, and reporting analytics. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

MAY 18, 2023

Generative AI: The Next Frontier Generative AI is fast becoming one of the most powerful technologies due to its ability to simplify the synthesis of large amounts of data into consumable formats, create narratives, and contextualize information. Modern tech allows us to do it at scale in a more personalized, effective way.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Is my customer healthy? Read the full transcript to learn more. The Interview: .

How To 69

How To NPS Customers Customer Success 69

Comm100

FEBRUARY 20, 2018

Sixty-one percent have plans to incorporate (or continue incorporating) AI into their customer experience. It’s not just companies – studies show that the majority of customers already accept or even prefer Chatbots. Happier agents are also more productive, which means that they can better achieve contact center metrics.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

ChurnZero

FEBRUARY 23, 2021

How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? To find out, we invited CSM Practice to share benchmarking data from their recent survey of Customer Success professionals on how they build, maintain, and measure customer health scores.

Metrics 80

Metrics ROI Customer Success System 80

Customer Guru

DECEMBER 13, 2017

With this pace of development, consumer expectation with brands is also increased massively. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. Building accountability towards customer experience – appoint a Chief Customer Officer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Wootric CX Blog

SEPTEMBER 18, 2019

Meanwhile, customers and employees are feeling survey fatigue and the most valuable feedback they share – those details in their own words – is usually untapped because companies can’t process verbatim responses in a scalable way. The CXInsight product analyzes each comment in the context of industry and customer terminology.

Customer Experience 40

Customer Experience Net Promoter Score Competitive Advantage Self Service 40