Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. As CCO, her role is about embedding the customer centricity into the DNA of the company.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! The opportunities and challenges are immense and are driving the tremendous pressure executives face as they work to accelerate the way their organizations operate and deliver value to customers and to the business.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. On the other hand, economic headwinds continue to constrain CS budgets and headcounts.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Alida

MARCH 10, 2017

Failure to listen to customers. Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. He has tremendous experience in social media marketing and customer experience management.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

DECEMBER 6, 2018

With these leaders all representing different countries, Alvin had to find similar factors between the leaders’ maturity assessment so he could start journey mapping. There’s a style about the way we serve customers with passion. So they came up with Flow Style, which is a simplified version of the customer journey.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. Organizations seem to still struggle with figuring out how CX fits within their overall business strategy.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

Gainsight

DECEMBER 2, 2019

Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Here are 10 articles and webinars that focus on the foundational aspects of customer retention and best practices to create a best-in-class customer retention strategy. What is Customer Retention?

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

GetFeedback

JANUARY 19, 2020

So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Click here to enlarge map) . Click here to enlarge map) . A different map for Jane could delve into making a claim, for example. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Maru Group

FEBRUARY 19, 2020

Focus on Customer Centricity and Becoming Agile. Building off the SECC Member Meeting this past October, utility services need to focus on being customer-centric and agile. Top 3 Ways for Utility Providers to Become Customer-Centric and Agile. Segment customers and map their journey.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Answer Dash

SEPTEMBER 14, 2019

I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

Customer Success 50

Customer Success Interaction Chief Customer Officer Customer Centricity 50

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. As you read, think about what journey mapping might look like in your organization. Build a Customer Journey Map to Make CX Tangible to Leadership and Staff. I needed a visitor journey map.

Customer Journeys 190

Customer Journeys Chief Customer Officer Leadership Customer Centricity 190

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. Creating Customer Centricity Within the Organization.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

CSM Magazine

AUGUST 22, 2019

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Quadient

JULY 17, 2017

Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Having to align customer priorities. Ingrid Lindberg has steered four corporations through the customer-centric transformation process.

Chief Customer Officer 52

Chief Customer Officer Insurance Customer Centricity eBook 52

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Qualtrics

NOVEMBER 16, 2021

The rapidly growing insurtech company bolttech is a great example of a provider capitalizing on this market opportunity by creating a customer-centric business. million customers across Asia, North America, and Europe. “The Enabled by insight into what people wanted, we could build our customer journeys to address these needs.”

Insurance 26

Insurance Industry Customer Experience Chief Customer Officer 26

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 48

Chief Customer Officer Customer Success Call Center Customer Centricity 48

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Guneet Singh. Jeannie Walters. A CX Consulting.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Customer Journeys 52

Customer Journeys B2B Chief Customer Officer Exercises 52

SurveyGizmo

JULY 19, 2018

While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX). 

CRM 65

CRM Technology Data Net Promoter Score 65

CX Journey

JANUARY 26, 2016

That's a true "what the hell is customer experience" culture. what would the customer say? what would the customer say? Let's start with some of the fundamental necessities.

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

SmartKarrot

MARCH 8, 2022

Her diverse yet unique skills include customer life cycle optimization from pre-sales. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Annette Franz is the Founder and CEO of CX Journey Inc. Anika Zubair. Anita Toth.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Chattermill

MAY 12, 2019

We like this one because Pennington challenges readers to rethink the traditional customer experience and serves as a positive conversation piece that gets the ball rolling. Pennington doesn’t dive into things like cross-channel alignment or journey mapping. What do your customers hate? Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

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

Wootric CX Blog

JULY 15, 2020

He’s now Vice President, Customer Experience Strategy at Oracle. Through his years of experience, Rossman has created a three-step system he uses to get the most out of customer experience surveys, including NPS. Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Amity

APRIL 25, 2016

Bill is a revenue marketer who leverages his background in professional development and training to create and execute content marketing strategies that drive profitable customer behavior. Chief Experience Office - Bill Quiseng. Deliver the World's Best Customer Experience. The Enlightened Customer.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48