Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Numbers are the best.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

Customer Service 149

Customer Service Chief Customer Officer Contact Center Customer Service Training 149

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Rashiruleneey Rashid.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. Let go of friction to unlock revenue “You are making a stronger 1:1 ratio between what customers expected and what they got,” Hunsaker continued. Say what you do and do what you say.”

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Jay Baer , Founder of marketing consultancy, Convince & Convert, and author of 6 best-selling books, has co-authored this book with Daniel Lemin, shedding light on why and how customers talk about brands.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Customer Bliss

DECEMBER 26, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. One of the first verticals to stack rank brands by survey score, automakers started sending out surveys to car owners and asking how dealers did with sales or service. ” on them.

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

Alida

JULY 6, 2017

Companies plan to invest heavily in customer experience (CX) in the next few years. In fact, according to a recent study, 60 percent of marketers already increased their CX budget this year. Money alone, however, won’t improve the experience customers have with your brand. What does the CX organization look like? Who owns CX?

Measurement 113

Measurement Chief Customer Officer Customer Centricity Software 113

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. CX is a huge business opportunity. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Kerry Bodine

MARCH 8, 2017

Service Design’s Trojan Horse: Customer Experience. Several years ago, IBM conducted a study of roughly 4,000 C-level executives from around the globe. And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

ChurnZero

APRIL 27, 2022

Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. It’s important that you create a definition of value and communicate that to your customer. . Value definition should happen at the point of sale, so the salesperson can set the right expectations.

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

ChurnZero

JANUARY 26, 2022

From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why. What does the data show about common reasons customers churn? Guided walkthrough product tours.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 100

Customer Experience Chief Customer Officer Leadership Culture 100

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. It needs to be a comprehensive strategy with engineering, analytics, sales, marketing, and all job functions sharing the same appreciation for the customer and aligned with the same objectives. #2

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

CCO Council

OCTOBER 28, 2017

A recent HBR article described a 2016 study examining the forecast rate of digital disruption. My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. Executives expect digital disruption to be the most severe in B2C industries, particularly in media.

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

ChurnZero

JANUARY 26, 2022

From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why. What does the data show about common reasons customers churn?

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

Gainsight

JUNE 8, 2022

The same can be done for building a customer-centric culture in B2B SaaS: if customer outcomes are regularly revisited internally , employees can help realize those outcomes for customers externally. . In fact, it’s the RACI model that the Gainsight team uses internally to operationalize their customer outcomes too!

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Gainsight

JUNE 21, 2022

To accomplish this, your CSMs become the eyes and ears of your Sales arm, whether they close the deal or not. . With the apparent advantages of CS contributing to renewals and expansions, we were surprised that the Index revealed that 45% of companies make Customer Success responsible for renewals.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Gainsight

DECEMBER 2, 2019

The Right Financial Metric for Customer Success: Gross Retention or Net Retention? “If If you need more revenue, invest in Sales.” Webinars: Customer Retention Strategy Examples. Perfecting the Handoff Between Sales and Customer Success. Handoffs are such a critical part of the customer journey.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

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).

Customer Success 40

Customer Success Chief Customer Officer Metrics Conference 40

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Customer Bliss

MAY 17, 2016

He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. ” For example, Audi rolled out an iPad app to help dealers with the sales process. Case Study. There was also a pilot program with dealers to roll out the iPad application.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. Maybe you could send over some case studies – like these ! – that show just how investing in customer service can impact the bottom line. Understand your business’s motivations and aspirations.

Customer Service 120

Customer Service How To Case Study NPS 120

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

CRM 65

CRM Technology Data Net Promoter Score 65

ChurnZero

OCTOBER 15, 2021

The rising prominence of Customer Success is the result of it being the central business driver of growth and profit. Businesses were forced to wise up to this fact during the pandemic when new sales shriveled. When you’re a small business, 80% of revenue comes from new sales, generally speaking. NRR is your “friend”.

Customer Success 97

Customer Success Metrics Customers Trends 97

ProProfs Chat

JUNE 30, 2020

That’s what Simon Sinek discovered when studying these leaders closely. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Books on Customer Service Culture. Goodreads Rating: 4.1/5.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Think Customers

NOVEMBER 4, 2019

auto sales are expected to be about 16.9 percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.”

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Customer Bliss

JUNE 22, 2018

How to Create Great Customer Experience . NasdaqSpeedReads : When it customer service, author and expert Jeanne Bliss shares an important question Chief Customer Officers should ask –“Would You Do That To Your Mother?” Voice of customer, survey, journey mapping, etc. Abbreviated transcript.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Celebrate (and Capitalize) on Success With Case Studies.

Strategy 64

Strategy Marketing Case Study Effort Score 64