Zeisler Consulting

AUGUST 17, 2021

Now, of course, some are more circumspect than others, but there certainly seems to be a trend toward using things like revenues, sales, and market share as the driving reason for engaging in CX endeavors. Of course not. I wonder to what degree these folks are setting themselves up for a risky situation.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

BlueOcean

JANUARY 9, 2018

Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Gainsight

JUNE 21, 2022

From the Index, three primary trends that companies are pointing their customer success teams and organizations towards emerged, and they deserve further highlighting: Integrating customer success into expansion and renewals. Improving user NPS with success plans. Simple strategies for newly formed Customer Success teams.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Beyond Philosophy

OCTOBER 21, 2021

Moreover, Mead says the same 25-56 influencers peddle accreditation courses on LinkedIn. Mead compares selling customer experience without ever having worked with customers to selling snake oil and describes their accreditation as meaningless in the real world of Customer Experience. .

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

CX Journey

JUNE 14, 2017

Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources. I was once lambasted on Twitter because I shared a view that opposed the mainstream position on NPS. NPS is not for everyone; we know that. Attend webinars. Take ownership.

Chief Customer Officer 144

Chief Customer Officer NPS Consulting Resources 144

Gainsight

MARCH 15, 2022

But of course, Nick invited other great CS minds on LinkedIn to add their own questions and observations to the conversation. While not everything is about the bottom line, of course, finding out how much the company is investing in customer success can give you a pretty clear lens on what their commitment is. “

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. Customer Journey Mapping is another case in point. We just need to become more reasonable.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ChurnZero

JULY 9, 2020

Both customer functions are responsible for driving retention, growth, and advocacy in related but distinct capacities. Even if you don’t have a dedicated Customer Marketing role yet, there are activities and strategies your Customer Success and Marketing teams can work together to employ.

Strategy 64

Strategy Marketing Case Study Effort Score 64

SurveySensum

MAY 9, 2022

Invite your loyal customers to participate in case studies. Enhance your content strategy by understanding their challenges and resolutions. It tells you what is working, what your customers are liking, and what they are happiest about and you can focus on just that! Promoters can help you to enhance your content strategy.

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. and customers outcomes (% of customers with demonstrable ROI).

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. I’m ingrained in customer success and having this conversation today.

Chief Customer Officer 52

Chief Customer Officer Self Service Customer Success Sales 52

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc.

Chief Customer Officer 52

Chief Customer Officer Sales Customers Tips 52

CustomerSuccessBox

JUNE 7, 2022

But the strategy is not to wait until something happens, or churns, and then try to find out why they left, the strategy is to throughout the customer journey, you were taking these little checks, Little pulses. And the second strategy, as I mentioned, is with new processes, or new initiatives. And how do you gather them?

Management 52

Management How To Strategy NPS 52

ChurnZero

DECEMBER 27, 2019

Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back . Nothing worth having in this life comes easy—including loyal customers. CSAT and CES and NPS, oh my!

e-support 64

e-support eBook Chief Customer Officer B2B 64

ChurnZero

MAY 20, 2021

Even for more tenured Customer Success organizations, it’s an ongoing challenge to maintain consistency and perspective in your strategies and processes – keeping the customer at the center of your bustling and expanding operations. As your strategies and processes change, make sure to involve your team.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Qualtrics

AUGUST 20, 2021

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. “I When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ Ultimately, NPS is a tool.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? What happens to your business when you begin to experience true hypergrowth and you have 40,000 customers to engage?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Not always is my point.

Management 52

Management How To Effort Score Customer Success 52

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. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

System 338

System Effort Score NPS Net Promoter Score 338

Kustomer

SEPTEMBER 3, 2020

He shares a few guiding questions to help with this process: How can I motivate my employees to serve customers better and understand what those right motivators are? And then how can I understand the psychology of my customer more? Highly customized approach based on the needs of the organization and your customer demographic.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Of course few advisors or team leaders actually know the individuals within Compliance. Maybe we will see Chief Customer Officer roles being created in the not too distant future.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

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

Kustomer

JUNE 25, 2020

Customers will be the first people to raise a red flag and let you know that the journey map needs to be updated. To learn more about journey mapping strategies and tactics, check out the Customer Service Secrets podcast episode, and be sure to subscribe for new episodes each Thursday. Annette Franz: (02:04). Thank you.

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92

SmartKarrot

OCTOBER 7, 2020

Customer success is the new growth engine that ideally allows your existing customers to sustain and grow your business without even the need of new customers. What are the Benefits of Customer Success Program? A customer success program is intended towards implementing customer success strategies in your organization.

Customer Success 10

Customer Success How To Roadmap Net Promoter Score 10

ChurnZero

JUNE 17, 2022

Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Irit: Hi everyone.

Metrics 98

Metrics How To Effort Score Self Service 98

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

ChurnZero

JUNE 17, 2022

Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Irit: Hi everyone.

Metrics 52

Metrics How To Effort Score Self Service 52

Gainsight

DECEMBER 15, 2021

Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. . More and more, the efforts of Customer Success Managers change essential, value-driven metrics for the better.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

CCO Council

OCTOBER 2, 2019

How can you reduce customer friction or effort and become Easy to Do Business With? During the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing successful CMOs, CDOs, CCOs, and other customer strategy executives to learn what works in reducing friction at the customer interface.

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

Gainsight

NOVEMBER 1, 2018

What I experienced: My three years in Business Operations were a crash course on how to scale CS. Many customers don’t open our emails anyway. Can we send an NPS survey to all our users? We need better ways to collect feedback and track usage,” one Chief Customer Officer (CCO) told me. “We Congrats!”.

How To 53

How To Chief Customer Officer NPS Feedback 53

Customer Guru

DECEMBER 13, 2017

Her topmost item in that list is “ CEO’s get more involved in CX Strategy. Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Pointillist

JUNE 5, 2019

Customer Satisfaction, Retention, and Lifetime Value Are Linked to a Journey-Based Approach Nine out of ten respondents in our survey say their organizations have adopted a journey-based approach to CX. It is also about changing customer and employee behavior to drive financial impact.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Ian Williams

MARCH 19, 2020

Now of course there’s that trendy thing, let’s do it because it’s something that appears to be good, but it also raises concerns and alarms in my mind if the person who’s been charged to do this doesn’t really understand what the commercial objective of having it happen is. Christopher: Yeah!

Leadership 52

Leadership Consulting Financial Video 52