ChurnZero

APRIL 12, 2022

A CCO can help create a culture that makes the customer a top priority, ensuring that departments work together to offer an elevated customer experience at every touchpoint. For example, your sales and marketing teams may create amazing customer experiences at their own touchpoints, ranging from brand awareness to conversion.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ChurnZero

APRIL 10, 2020

Customers may occasionally reach out to Implementation with questions after their final signoff, but Implementation should politely direct them to their Customer Success Manager. This will ensure that customer communications are funneled through one primary channel and don’t risk getting entangled or lost among multiple touchpoints.

Customer Success 61

Customer Success Customer Journeys How To Loyalty Programs 61

ChurnZero

SEPTEMBER 16, 2021

Once you have a good understanding of how often you’ve been speaking with certain customers, you can look ahead and plan out communication touchpoints proactively. If you think you should be speaking with a certain customer more or less often, that’s a detail you can work into the calendar, too.

Customer Retention 52

Customer Retention Strategy Net Promoter Score Effort Score 52

Qualtrics

DECEMBER 20, 2018

Transactional NPS – Net Promotor Score (NPS) is an industry benchmark that measures customer loyalty. Send your customers an NPS survey after every support interaction or at the conclusion of other major customer touchpoints like implementation sign-off.

Customer Experience 30

Customer Experience Effort Score Rewards Programs NPS 30