Customer Bliss

DECEMBER 6, 2018

Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research. He wanted to know how customers were migrating from detractor to passive, passive to promoter, and how many times they called for support. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. And, we explore how leveraging the power of customer feedback can help resolve these issues, ultimately enhancing your customer experience in retail. Did our product variety meet your needs?

Retail 52

Retail Feedback How To Self Service 52

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. So, what should we expect in the nearest future?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Horizon CX

OCTOBER 3, 2020

Governance structures can and should be established as a foundation to both designing and creating desired customer experiences as well as handling the resulting feedback that invariably customers will provide. Becoming customer-centric requires an understanding of the mapping process which can have the most immediate effect.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc.,

Customer Experience 89

Customer Experience Sports Customer Journeys Employee Engagement 89

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Account Management Vs. Customer Success. Customer Success Is a Team Sport . Case Study: Monster. Case Study: Zoom.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

Customer Guru

MARCH 7, 2018

From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers. At BookMyShow, I have been personally involved in making NPS a key measurement of our overall success.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

CustomerSuccessBox

JUNE 13, 2022

We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. Many businesses claim to be customer-centric, yet they don’t really comprehend the concept. That’s where it all starts.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

Eptica

NOVEMBER 6, 2019

Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers. Published on: November 06, 2019.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

JULY 29, 2018

As a customer yourself, things you buy are clearly affected by decisions of the supplier’s Safety, Facilities and Finance departments, right? “Jeff Bezos has embeded customer-centricity in Amazon,” explained Chris, “and he uses the expression customer obsession quite a bit. ” Roadblocks.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Kustomer

JANUARY 21, 2021

VP of Strategy and Analytics at Walker, Troy Powell, knows that one of the most effective things a company can do to provide the best CX is to unite every department and to become more customer-centric across the board. Tips for Transforming a Customer-Centric Business. Youth sports, trying to be a good youth sport dad.

B2B 95

B2B Company B2C Customer Centricity 95

Customer Alignment

SEPTEMBER 27, 2017

In 1989, very few had built businesses around customer needs; fortunately, things have changed considerably since then. first direct ’s leadership in the customer space, is reinforced by many accolades, awards and rankings, placing them firmly at the top of the customer ‘tree’ in the UK. Here are a few of the key out-takes.

Customer Experience 40

Customer Experience Banking NPS Innovation 40

Gainsight

JULY 7, 2021

Our flagship conference in San Francisco welcomed more than 6,000 Customer Success and Product professionals into the Moscone Center for three full days of education and networking, capped by an amazing gala in the city’s historic City Hall. In states and cities across the US, life was slowly returning to a resemblance of pre-pandemic days.

Social Media 45

Social Media Conference NPS Customer Success 45

Gainsight

DECEMBER 5, 2019

Love them or hate them (hi, Taylor Swift), you kind of have to use this sort of company for most sporting events. And completely unrelated, I got a feedback survey via email. And believe me, this company did NOT want my feedback. Make the feedback process a good experience too. I get a time-bound NPS survey in my inbox.

Customer Experience 77

Customer Experience Customer Success B2B NPS 77

Gainsight

MAY 21, 2021

In fact, this past year alone, thanks to a combination of strategy, process, data, and some amazingly collaborative customers, we’ve raised our NPS after onboarding from +14 to +85. In parallel, we reduced onboarding time-to-value (TTV) for our largest Enterprise customers to just 13 weeks. Coincidence? So… how’d we do it?

NPS 52

NPS Consulting Leadership Customer Success 52

Qualtrics

APRIL 14, 2021

Our ability to focus on and resolve the right issues quickly has helped us increase our NPS and improve ease of doing business with us – and as a result, drive more business value.” Beth Ard, Vice President of Customer Experience at Lumen. The company’s 100 brands support structures ranging from schools to sports arenas.

B2B 26

B2B Examples B2C Net Promoter Score 26