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. Gain a better understanding of customers and their journey. How is the room organized? How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

ShepHyken

OCTOBER 19, 2020

What Is Voice of the Customer and What Does it Mean for Customer Experience? CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business. (The

Customer Service 76

Customer Service Chatbots Effort Score Voice of Customer 76

Thematic

MARCH 13, 2023

It's a conference full of surprises, where you can expect the unexpected. The conference is so large that it's impossible to experience everything it has to offer. Qualtrics, like Thematic, make Voice of Customer software. In fact, I didn't realize that conferences are supposed to entertain.

Entertainment 62

Entertainment Conference Advertising Airlines 62

CX Journey

JUNE 28, 2016

Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts? I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience with your company and to track your progress toward improving that experience. And then: Why?

Effort Score 97

Effort Score Metrics NPS Measurement 97

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Mr. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Mr. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

APRIL 14, 2023

Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG. Just a handful described the relationship as “excellent” (4%) or, on the other end, as “poor” (21%).

Customer Success 52

Customer Success Net Promoter Score Effort Score Chief Customer Officer 52