Retently

OCTOBER 19, 2018

Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

ChurnZero

AUGUST 21, 2020

It is time for Customer Success to shine – companies have been and will be forced to give Customer Success teams the stage at an accelerated rate as they rely on them to retain and expand the current customer base to ensure stability. Bri Adams , Customer Success Team Lead, ChurnZero.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Lumoa

OCTOBER 31, 2018

Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Plan transformation, reflect what business case makes it necessary, and take your co-workers and customers with you, that’s what we are doing. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Kustomer

SEPTEMBER 3, 2020

And at least for me Gabe, I mean, recently I’ve just been going back to the fundamentals around change management because the technology has come so far in our ability to get great customer insights and great customer data. We know our customers, the hearts and minds of our customers, better than we ever have before.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

delighted

JULY 19, 2019

Further reading and resources: What Is Customer Experience? Digital Customer Experience (DCX). Digital customer experience refers to the overall perception of your brand in the eyes of your customer, based on interactions across digital platforms. Customer journey mapping. And Why It’s So Important).

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. Most loyalty programs might have 30% of total customers enrolled, but only 10-15% of customers active in the past 90 days. Engaging employees.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Answer Dash

APRIL 17, 2020

Businesses everywhere are waking up to the value of customer experience and recognizing outstanding customer experience (CX) as a key ingredient to rising above the competition. Research from McKinsey found that customer satisfaction is 73% more likely when entire journeys work well than when individual touchpoints do.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Pointillist

APRIL 17, 2019

Customer journey mapping tools are used by CX professionals and marketers to visualize their customer’s experience from the customer’s point of view across touchpoints, as the customer seeks to achieve a specific goal. What are Customer Journey Analytics platforms?

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Gainsight

DECEMBER 21, 2020

Let’s start with a simple and obvious definition: churn is the opposite of retention. It is based on an established relationship where the customer uses your product or service to accomplish their business outcomes and goals. It points directly to particular customers when analyzing retention and churn. Being Proactive.

Data 59

Data Software Knowledge Base Customer Success 59

CustomerSuccessBox

AUGUST 25, 2021

The need for a comprehensive picture led to the ideation of the concept of the customer 360 view. The reason behind the concept of Customer 360 is to model a complete and precise picture of every customer. By collating each customer’s structured and unstructured data from across your company. Not segmenting Customers.

Customer Success 52

Customer Success Effort Score Customers Sales 52

Gainsight

APRIL 8, 2019

Model Unique and Complex Customer Structures. The way that companies typically define accounts is based on a hierarchy structure that comes from their CRM solution. This account definition typically has one or more child accounts with an ultimate parent account. The Challenge. These workflows must be repeatable (i.e.

Technology 45

Technology Customer Success Strategy CRM 45

ProProfs Chat

JUNE 25, 2021

Moreover, this real time feedback survey is a convenient way to analyze the sentiments of your website visitors at every touchpoint. Not all your visitors that visit your website for the first time turn into your leads or customers. But, you can definitely collect their data and shoot follow up emails or calls. Lead Generation.

Survey 52

Survey How To Chatbots Feedback 52

SmartKarrot

JANUARY 7, 2022

Before we answer that question, it is important to know the definition of a chief customer officer. Who is a chief customer officer? A Chief Customer Officer is one who is responsible for the organization’s entire relationship with its customers. The post How to Become the Chief Customer Officer (CCO)?

Chief Customer Officer 10

Chief Customer Officer How To Customer Centricity Social Media 10

Bold360

DECEMBER 1, 2016

When evaluating customer experience, you need to have a process where you’re consistently contacting recent customers to learn about the specifics of their experience in order rectify a negative experience or enhance a positive one. Treat your customers like people, not data. Oren Greenberg. kurve_digital. ChristianoAFerr.

Software 40

Software Customer Experience Company CRM 40

Thematic

NOVEMBER 13, 2018

If they care this much about their customers you better also, if you want to stand a chance in today’s competitive market. Now we’ll talk about how you can actually capture those customer insights and respond to them in a way that works for you. How to get buy-in for your VOC insights. One of their biggest Aha!

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Thematic

JUNE 3, 2021

Surveys can be either ‘ad-hoc’ (also known as one-off or dip), transactional (also called journey-based) or relational. These online surveys take a selection of the customer base and survey them at a particular point in time. The researchers then analyze the results and take business action based on the findings.

Survey 62

Survey Tools Customer Experience Measurement 62