Chief Customer Officer e-support Marketing Metrics 
ClearAction
MARCH 22, 2024
This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”
TechSee
JUNE 16, 2022
Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He also sits on the board of Directors for CSPN.
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GetFeedback
JANUARY 19, 2020
The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. They can range just a single yes/no question to elaborate market research tools. The main weakness of surveys is they tend to get input from very happy or unhappy customers.
Kayako
OCTOBER 23, 2017
That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Close the loop with the customer. Assign accountability for a customer feedback loop.
Customer Bliss
FEBRUARY 23, 2016
There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.
Customer Bliss
MARCH 17, 2016
The Columbus Metropolitan Library not only has the customer at the core of their business, their organization chart also ensures that focus. Chief Customer Officer Alison Circle described this structure as the way to align everyone’s decision making lens around supporting the customer.
ChurnZero
NOVEMBER 27, 2019
As a part of change management , e xecutive, CSM and client buy – in is essential. Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . Don’t be afraid to discuss these numbers with your customers. Customer Success has proven itself as a new driver for growth.
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