Remove Chief Customer Officer Remove Exercises Remove NPS Remove Sales
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Mapping Customer Journeys Through a Systems Lens

Horizon CX

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. Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.

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We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

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. That makes the NPS of NPS 32.

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10 Ways to Improve your Customer Success Strategy

Kayako

There is always an opportunity to improve and likely a mix of both big and small rocks that could be moved today to increase the NPS of your partners, customers and employees. Do your processes work for 40 customers? As you grow and as your customers mature, so too should your segmentation. Think Scale. How about 400?

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Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

Mead says Customer Experience accreditation doesn’t touch these areas. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization.

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Five Critical Success Factors in Becoming Easier to do Business With

CCO Council

to learn what they did to shape customer strategy. Based on these interviews and our own experiences, Jeb Dasteel, former chief customer officer of Oracle, and I have developed a Customer Performance Framework. to back into identifying processes that might be causing friction for customers. Contracting?

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Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs

ChurnZero

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

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2020 Customer Experience: 20 Wishes

ClearAction

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. CLV is the whole point of NPS® and all CX work!