Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

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

Beyond Philosophy

OCTOBER 21, 2021

Also, executive boards Mead works with have no idea of the reality of their customer journey. For example, they hear that the Net Promoter Score ® (NPS) is up to four points from last year, as reported by the chief marketing officer, so they think everything in the experience is fine, improving even.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

inmoment

MAY 14, 2020

Participants received exercise DVDs and resistance bands, food scales, and other weight loss support items. In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Question #3: Do You Know Who Owns the Member Experience?

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding.

System 338

System Effort Score NPS Net Promoter Score 338

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. It gives you an idea of if a customer thinks you’re valuable. Let’s do the math for a second.

Customer Success 52

Customer Success B2B Metrics Sales 52