Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. 19:14: How Liberty Mutual undertook the process of building a customer room. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Wootric CX Blog

JULY 15, 2020

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. We’ve found there isn’t much written about NPS, specifically for B2B companies, so in order to level up, we’ve gone straight to the experts.

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NPS B2B Net Promoter Score Effort Score 69

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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.

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Customer Experience Net Promoter Score How To Customer Journeys 236

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

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.

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System Effort Score NPS Net Promoter Score 338

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. Close the loop with the customer.

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Feedback Net Promoter Score e-support Metrics 136

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

SurveySensum

MAY 9, 2022

But now that you’ve put in efforts to enhance customer experience and they are happy with you, what are you planning to do with their positive feedback? How to Leverage Positive Customer Feedback: Top 7 Ways. The top 7 ways to leverage positive customer feedback. Don’t take loyal customers for granted!”

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Feedback Case Study Effort Score Chief Customer Officer 52

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

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NPS Effort Score Survey Roadmap 52

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.

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Net Promoter Score NPS B2B Metrics 130

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Our goal is to map key themes from customer feedback and drive continuous improvement frame by frame. The great thing is that we have always been keen to hear from our customers. We now have united our approach company-wide.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

DECEMBER 6, 2018

Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research. He wanted to know how customers were migrating from detractor to passive, passive to promoter, and how many times they called for support. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

ChurnZero

MARCH 10, 2021

Alex Dingley, Customer Success Director – WorkZone. Amanda Ingraham, Vice President of Customer Success – 15Five. Chris Bush, Chief Customer Officer – Black Kite. Manager of Customer Success – Mailchimp. Gustavo Bianco, Global Head of Sales & Customer Success – Pipedrive.

Net Promoter Score 98

Net Promoter Score Chief Customer Officer Leadership NPS 98

Alida

JULY 16, 2018

Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do. Revenue will come if you focus on the customer. “Do

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Chief Customer Officer Banking Customer Centricity Customer Voice 100

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. Ideally, this concept should originate at the senior leadership level.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

SmartKarrot

FEBRUARY 21, 2022

As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. This is where the voice of the customer can become a key determining factor in tracking real-time issues that customers are complaining about.

Chief Customer Officer 10

Chief Customer Officer B2B Innovation Feedback 10

Gainsight

MARCH 7, 2022

NPS, onboarding) . It’s important to] have a structured feedback process for product roadmap and development, as well ongoing feedback for improvements for increasing adoption and value,” said Toolika Kapur, a Global Vice President of Transitions & Empowerment Programs. . Level 3: A few shared projects (e.g.,

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Customer Success Roadmap Chief Customer Officer Feedback 103

Customer Bliss

AUGUST 9, 2018

Daniel and his team defined customer success for PTC within three pillars: ease of using the product, its value, and the delight they experienced working with PTC. Be Brave, Bring Customer Feedback to the Forefront. The leaders were shocked by some of the feedback and were motivated to transform the experience.

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Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

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

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

Customer Bliss

DECEMBER 12, 2017

Now Isabella’s team is more proactive in using data, understanding customer engagement, and solving problems that erode value. Year 6+ – Introduction of NPS and internal marketing of success. About Isabella Lau. What other common CX transformations have you noticed? I’d love to hear from you in the comments.

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Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

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Leadership Chief Customer Officer Social Media Loyalty 120

Wootric CX Blog

JULY 1, 2020

Surveys such as Customer Satisfaction(CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS) can be personalized with intro text, and contextual data such as an agent’s name. This customization boosts response rates and improves the quality of the feedback received. .

Net Promoter Score 52

Net Promoter Score Chief Customer Officer Effort Score Touchpoint 52

Gainsight

MARCH 15, 2022

How is your product team incentivized or aligned to take feedback from the CS team? I’d ask a company to walk me through an example where feedback from the CS team resulted in a significant change to the product or a process—what was it and what was the impact,” said Tim Frietas, experienced product nerd (his description, not ours!).

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Customer Success Company Chief Customer Officer How To 59

ChurnZero

MARCH 28, 2023

However, you should also have a feedback loop to identify when and if those engagements fall short of expectations. How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. NPS indicates customer loyalty.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

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 56

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 56

Wootric CX Blog

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving.

ROI 52

ROI Report Net Promoter Score Effort Score 52

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

Wootric CX Blog

MARCH 15, 2020

Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold. We offered to work out a plan to enable her to continue to get customer feedback during this critical time. .”

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Company e-support How To Chief Customer Officer 125

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers.

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Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Kustomer

AUGUST 19, 2021

For many CX leaders this can be daunting, especially when trying to manage so many different aspects of the company from winning the C-Suite to contributing to a customer culture. Wendi’s secret to success in this aspect is performing NPS every single month, which comes with many benefits. We were always on NPS. Shame on us.

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Culture Chief Customer Officer NPS B2B 98

CCO Council

NOVEMBER 2, 2017

Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” Why is this so low?

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Customer Engagement Chief Customer Officer Engagement ROI 45

Wootric CX Blog

SEPTEMBER 18, 2019

With new product enhancements, Wootric empowers CX champions to evangelize and democratize insights from customer and employee journey feedback, at scale. Sentiment by theme reveals multiple emotions within a single piece of feedback to help predict churn. New product highlights: Machine Learning Insight Across CX Data Sources.

Customer Experience 40

Customer Experience Net Promoter Score Competitive Advantage Self Service 40

Pointillist

MAY 19, 2020

“ Lynn Hunsaker, CCXP, PCM Chief Customer Officer ClearAction Continuum NPS, CSAT and CES are the Most Frequently Captured Customer Experience Metrics The majority of organizations (95%) collect customer feedback data.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Gainsight

FEBRUARY 11, 2019

I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint).

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Customer Success Chief Customer Officer Metrics Conference 40