Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. And so on.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ChurnZero

MARCH 10, 2021

ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. .

Net Promoter Score 98

Net Promoter Score Chief Customer Officer Leadership NPS 98

Horizon CX

JUNE 10, 2022

Before getting into some of the details around the mapping process, I’d like to focus on when and where this mapping process originates within the organization—in other words, who and what are the key drivers of wanting to better understand customers to deliver value, meet or exceed their expectations, and achieve business goals and outcomes.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. While their recent NPS score of 73.8 While their recent NPS score of 73.8

NPS 52

NPS Effort Score Survey Roadmap 52

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Formalize processes : When Charlotte first came onboard, they barely had any customer research on file.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Gainsight

MARCH 15, 2022

How is your product team incentivized or aligned to take feedback from the CS team? It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. One way to find out how serious a company is about CS is learning where the CS leadership and team fits into the org chart. Get the Real Story.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Gainsight

JUNE 21, 2022

From the Index, three primary trends that companies are pointing their customer success teams and organizations towards emerged, and they deserve further highlighting: Integrating customer success into expansion and renewals. Improving user NPS with success plans. Simple strategies for newly formed Customer Success teams.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . But alignment is more than just having a seat at the leadership table. Customer lifetime value (LTV) is now more important than quarterly sales. In customer success, content is core.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

ShepHyken

FEBRUARY 11, 2019

My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.) The author posted additional content when she posted and responded to comments and feedback.

Net Promoter Score 57

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 57

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Adapt quickly from ongoing feedback loops after you launch it.

Metrics 62

Metrics Effort Score ROI Policies 62

Help Scout

SEPTEMBER 14, 2021

Those conversations can lead to product breakthroughs and insights — or even reveal a new customer segment you didn’t know existed. However, through customer feedback, they found out about a prominent side-effect: hair regrowth. 5 strategies and 13 tips for small business customer service.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

ChurnZero

DECEMBER 2, 2021

An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. RYG events started as local Customer Success meetups (now called RYG Leadership Hours ), which provided a casual and intimate setting for Customer Success leaders to talk shop. Amy Manning , VP of Customer Success, LawGeex.

Conference 98

Conference Customer Success Leadership Sales 98

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. For example, when is the proper time or cadence to inject into the Customer Journey to drive optimal adoption and engagement? Feedback is a form of communication.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customer Success Around the Web. To find out who wins, check out the recap.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Qualtrics

AUGUST 20, 2021

I'm happy to tell you something I'm sure you've heard before: successful CX companies are those that listen and act on feedback.” When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ We’re also mindful of when we ask for feedback. “I get asked all the time, ‘what does successful CX do?

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Chief Customer Officer 2.0 by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Fundamental: Basic Leading and Lagging Indicators in Customer Success – Understand the cause and effect relationship between leading and lagging indicators to plan for 2020.

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

Kustomer

SEPTEMBER 3, 2020

Depending on the problem or the customer, they could communicate their issues through a variety of channels in a variety of different points of the journey. The customer is always going to give feedback and voice their opinions of their customer experience, whether through company channels or on their own.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 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. That makes the NPS of NPS 32.

System 338

System Effort Score NPS Net Promoter Score 338

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Maybe we will see Chief Customer Officer roles being created in the not too distant future. It is also endemic between advisors and contact centre leadership. So that’s it.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. Go talk to the customers! FULL TRANSCRIPT OF VIDEO DISCUSSION. So, we’re on the same page.

Leadership 52

Leadership Consulting Financial Video 52

Kustomer

AUGUST 19, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CEO and longtime customer advocate, Wendi Sturgis. Wendi has years of experience in CX and in leadership positions and she shares some of the secrets for how to make your company stand out. Shame on us.

Culture 98

Culture Chief Customer Officer NPS B2B 98

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns.

Metrics 98

Metrics How To Effort Score Self Service 98

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Shows customers you’re serious in acting on their feedback: improves survey response rates.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Customer Guru

MARCH 7, 2018

So, the first step was to bring the entire leadership team on board; we do know how CX follows a top-down approach and, therefore, it is pivotal that the top management endorses the initiative from day one. Customers found that the way we follow up with them is immensely valuable. The customers valued this very much.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Shows customers you’re serious in acting on their feedback: improves survey response rates.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns.

Metrics 52

Metrics How To Effort Score Self Service 52

Kustomer

DECEMBER 9, 2021

As so many guests on our podcast have pointed out before, the happier that CX agents are, the better outcomes they produce in customer interactions. When agents are happier in their jobs, this leads to higher NPS scores and overall customer satisfaction and loyalty. She is currently the CEO and founder of Customer Bliss.

Airlines 98

Airlines Policies Hospitality Effort Score 98