ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Customer Bliss

NOVEMBER 23, 2018

Lastly, Eric leaves us with this great piece of advice — when you’re doing this work, you need to be passionate and you need to build your internal network so that you have people that you trust to give you the right feedback and guidance. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

CX Journey

MARCH 17, 2015

I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

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

CX Journey

NOVEMBER 6, 2014

Is yours a standalone, office of the Chief Customer Officer organization or bundled within another function like marketing, general business intelligence, or customer support? Sarah Simon is a career insights professional with 16 years of experience in the feedback industry. Terrain Knowledge Q.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

CSM Magazine

AUGUST 22, 2019

In order to stay relevant, there are two crucial discussions that leaders must prioritize: Internal Customer-Centric Team Strategy : How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands? Senior Director, Customer Care, Hilton. VP, Returns, Walmart.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

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

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

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Comm100

APRIL 26, 2020

You mention that a lot of data that comes into organizations on a daily basis gets disregarded because it comes into the company in the form of unstructured organic feedback. Can you begin by telling us a little bit more about what unstructured feedback is and why companies have a hard time dealing with this type of data?

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Voice of the customer continues to be a hot investment, too.

Customer Expectations 89

Customer Expectations Technology Analytics Chief Customer Officer 89

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Alignment

DECEMBER 18, 2017

From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. The customer isn’t always at the heart of these programmes, the organisation is.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is a vital component to startup success so you will find analytical blog posts about the ins and outs of customer acquisition and metrics to help bolster your brand. The Chief Customer Officer (CCO) Council grew from a need to provide CCOs with the information, resources, and support to help them succeed.

Customer Success 45

Customer Success Management Chief Customer Officer Infographics 45

Wootric CX Blog

DECEMBER 2, 2019

Gartner defines Voice of the Customer applications as the collection of capabilities required to collect, analyze, and act upon a broad range of customer feedback sources that include surveys and other, more indirect and inferred feedback channels. .

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. 2022 has been an interesting year for Customer Success and 2023 is set to be just as exciting!

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

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