Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex. Our goal is to map key themes from customer feedback and drive continuous improvement frame by frame.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

MAY 2, 2019

By tracking movements of the mouse on the screen, the Allovue team saw where customers lingered, hesitated, and ended up clicking. They used this feedback to make product improvements in order to minimize click and make things less confusing. Once a CSM was in place, she was able to really scale and grow the customer base.

Company 149

Company Strategy Chief Customer Officer Financial 149

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. Leading Customer Success in a B2B Business with Jose Vergara.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

OCTOBER 11, 2018

You need to know where you’d initiate this trigger in the customer journey. You segment your customer base and give them access to your talk trigger. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Test your trigger candidates.

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Chief Customer Officer Customer Experience Customer Journeys How To 107

ChurnZero

APRIL 27, 2022

Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. It’s important that you create a definition of value and communicate that to your customer. . Identifying value metrics that you can customize for each prospect. Gathering customer feedback.

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Customer Bliss

DECEMBER 12, 2017

As the CMO/CCO, Isabella worked with the C-Suite to focus on gathering and leveraging customer data to transform the culture into one that cares more about improving the lives of its customers. With its large customer base, Manulife Hong Kong focused on putting the customer at the center of everything it does.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. And the key to that?

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. Mehta says: “It’s one integrated, personalized offering.

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Customer Success Strategy Chief Customer Officer Conference 59

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. This allows customers to passively give direct feedback and you to collect real-time insights for customer segmentation. 2.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

Customer Bliss

MARCH 8, 2018

She mentioned that this process helped make the C-Suite more aware of what type of work was happening on the front line; they also had feedback about how things could be changed. She starting with the areas where she knew there were customer pain points and gathered the customer feedback. Thanks so much to Customervillle!

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). All of them came to us through acquisition.

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. Now combine that type of product with the ideology and practice of customer success. That couldn’t happen without impeccable leadership.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Wootric CX Blog

JULY 15, 2020

He’s found that asking promoters for specific reasons they recommend — and non-promoters for specific ways to improve — leads to much more actionable feedback. Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric. often leads to vague, inactionable responses (e.g.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

ChurnZero

MAY 13, 2022

When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader. It could be a customer. We want it.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

Qualtrics

NOVEMBER 16, 2021

The vision of bolttech is really quite simple - to connect people with more ways to protect the things they value,” said Ryan Mascarenhas, Chief Customer Officer at bolttech. “In In order to deliver this vision, we knew we had to rethink the way the insurance industry traditionally approached customer experience.

Insurance 26

Insurance Industry Customer Experience Chief Customer Officer 26

ChurnZero

FEBRUARY 23, 2023

For example, reach and acquisition are arguably more important to an early-stage company seeking to land its first customer. However, as the customer base grows, retention and loyalty become equally, if not more, important. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

For example, reach and acquisition are arguably more important to an early-stage company seeking to land its first customer. However, as the customer base grows, retention and loyalty become equally, if not more, important. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 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

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. Creating a culture of customer delight.

Culture 10

Culture Chief Customer Officer Net Promoter Score Effort Score 10

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

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. You need to understand what is going on in your customer base according to past predictors and current trends. Feedback is a form of communication.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. They were missing the ability to gather the ultimate feedback on customer relationships.

NPS 52

NPS Effort Score Survey Roadmap 52

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Amity

MAY 22, 2016

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Customer Success 57

Customer Success Customer Journeys Chief Customer Officer Metrics 57

Kayako

DECEMBER 3, 2015

Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that exceptional customer service has more impact on the rest of the business than your colleagues realize. You know that customer feedback helps build a better product.

Customer Service 120

Customer Service How To Case Study NPS 120

Qualtrics

MARCH 4, 2019

We sat down with Anahita Reilly, one of the first ever Chief Customer Officers in a government organization, to learn how she and the GSA approached a range of topics including how technology improves their customer experience, regulations influence innovation, and how to make sure the taxpayer always comes first.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

ClientSuccess

OCTOBER 17, 2018

I do this in part by bringing back the often difficult-to-hear stories from customers about what isn’t working for them in the hopes that advocating on their behalf translates into success for both them and for us as a company. 4) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

SmartKarrot

FEBRUARY 9, 2022

Showcase ideas to help your customers, team, and company with feature enhancements. You can take ideas from customer feedback forms to get an idea of what customers want, map it with expenses, and pitch accordingly. You might also like: How to Become the Chief Customer Officer (CCO)?

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer How To Customer Centricity Social Media 10

Kustomer

SEPTEMBER 3, 2020

Depending on the problem or the customer, they could communicate their issues through a variety of channels in a variety of different points of the journey. The customer is always going to give feedback and voice their opinions of their customer experience, whether through company channels or on their own. Is that right?

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Customer Success 48

Customer Success Customer Journeys Chief Customer Officer CRM 48

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50