Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. Lots of folks think this simply has to do with sending out, receiving, and analyzing surveys. Depending on your Customer profiles, this may be a huge part of this aspect of the work.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

ShepHyken

FEBRUARY 28, 2023

If you think your customers trust you, that’s a 100% score. When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. That’s a 57% gap!

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Wootric CX Blog

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Customer Bliss

AUGUST 23, 2018

Over time, as the customer insights manager, Anand’s role began to evolve and he was able to start framing his work as the head of customer experience. When he saw things like low customer rating scores, he wanted to know what could be done to turn that around to improve services.

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Transportation Industry Management Guidelines 129