Kayako

FEBRUARY 13, 2019

There is always an opportunity to improve and likely a mix of both big and small rocks that could be moved today to increase the NPS of your partners, customers and employees. Do your processes work for 40 customers? What was their customer’s most recent NPS? Think Scale. How about 400? Are you sure?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Like what you are reading?

Culture 10

Culture Chief Customer Officer Net Promoter Score Effort Score 10

Amity

MARCH 24, 2016

At the moment, I am overseeing our customer base and the team globally, so it is a big job. How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer.

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Kayako

DECEMBER 3, 2015

For example: Ben wants to hire a new customer support advocate for his team. Ben’s Chief Customer Officer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it. How great would it be to champion the impact of proactive support on NPS?

Customer Service 120

Customer Service How To Case Study NPS 120

Lumoa

JUNE 22, 2021

So obviously, a lot of people will probably recognize themselves as the person in the corner of the organization, maybe responsible for the NPS measurements, trying to have everyone else be customer-centric. But most importantly is that you have the culture and the customer in mind. And this is where it starts.

Customer Centricity 208

Customer Centricity Customer Experience Hotels Customer Journeys 208

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

Gainsight

DECEMBER 15, 2021

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. The specific playbooks you design will be determined by your customer base and their unique goals.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Customer happiness and product features won’t float the bill. . Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Qualtrics

NOVEMBER 21, 2019

We’re going to get better at generating actions from X- and O-Data insights and integrating that into customer interactions. The new set of senior job titles – Chief Customer Officer, Chief Experience Officer – is a confusing mix. We’ll get smarter at hiring for CX roles.

Customer Experience 38

Customer Experience Self Service Virtual Agent Healthcare 38

Ian Williams

MARCH 19, 2020

A cultural commentary on America. So, for customers…. Christopher: And that’s cultural, it’s not everywhere. It’s a cultural thing in some of those areas. He is now chief customer officer, so, you know I guess everyone can come around, and it wasn’t particular popular way of thinking.

Leadership 52

Leadership Consulting Financial Video 52

SmartKarrot

OCTOBER 27, 2020

The steps in a customer success roadmap are: Assessing your company’s strengths towards customer experience Setting up the right CS team Choosing the right metrics Understanding customer goals Setting up your own SMART goals Imparting organization-wide CS culture. Setting up the right Customer success team.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10