Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. One-company leadership.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

Experience Investigators by 360Connext

OCTOBER 13, 2020

Examples of Reactive Customer Experience… And How to be Proactive Instead. Reactive CX: Metrics are Measured for Measurement’s Sake. Gathering customer feedback and objectively reviewing cold, hard facts in the form of metrics can be a job in itself. . These are the questions metrics need to prompt.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Playvox

FEBRUARY 27, 2024

What’s not as easy is figuring out how to supersize your workforce engagement strategies. Start with a Strategy It’s not enough for the contact center leadership team to say “We need AI.” Develop employee engagement goals, objectives, and metrics first to ensure the strategy maps to the organizational goals and business objectives.

Engagement 73

Engagement Contact Center How To Employee Engagement 73

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 1 – Look Deeper than Surface-Level Metrics. CX #Leadership Click To Tweet. What do you Know Now That You Wish You Knew Then?

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

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Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. It demands proactive leadership that understands the importance of customer experience as a strategic imperative. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

InMoment XI

APRIL 3, 2023

However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate. He is committed to ensuring the InMoment solution works for every single customer and that we continue to innovate to meet the emerging needs of our customers.

Tips 260

Tips Touchpoint Customer Centricity NPS 260

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. How to Build Your Customer-Driven Growth Engine must be revisited as the foundation of our work. .

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

CloudCherry

JULY 31, 2019

In time, as CX proves its merits, a path to centralized CX leadership will become available. He or she knows how to connect vision to reality and equips the visionary with words to tell the CX story. Architect – Understands how to design and structure a long-term CX program. What sets those innovators apart?

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

Customer Bliss

FEBRUARY 2, 2016

Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. Embedding competencies into the organization will disrupt deeply rooted silo based operations and leadership. You are actively engaged in experience innovation and differentiation.

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Customer Journeys How To Chief Customer Officer Leadership 100

Experience Investigators by 360Connext

AUGUST 22, 2023

At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. We can do it by thinking about how customer experience can support each department’s unique goals.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Russel Lolacher

MARCH 29, 2022

Of course you need to know how to use the tools and platforms to be successful, but there are multiple factors outside of your team that can get in the way of your growth. Don’t know how to sell it – No one cares what you do… until you give them a reason to. Success Barriers. You can also have more than one.

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Social Media How To Resources Leadership 98

Totango

FEBRUARY 5, 2021

Once that is decided, you will need to decide which specific metrics will be most valuable to discuss within that context. They want to know what is working and how well it is working. In terms of your leadership’s priorities, consider the following when putting together your presentation: . KPIs to Share With Executives.

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Unleashing the Power of Employee Innovation in Experience Design. One Size Doesn’t Fit All: Determining the Right CX Success Metric(s) for Your Organization. If you’re in Chicago, please join our Local event: A panel discussion called How can you solve your biggest CX challenge? Have questions or want more information?

Social Media 146

Social Media How To Culture Customer Centricity 146

Russel Lolacher

JANUARY 5, 2022

Of course you need to know how to use the tools and platforms to be successful, but there are multiple factors outside of your team that can get in the way of your growth. Don’t know how to sell it – No one cares what you do… until you give them a reason to. Success Barriers. You can also have more than one.

Social Media 98

Social Media How To Leadership Culture 98

Lumoa

JUNE 23, 2021

To be more innovative, you need diversity of thought. New and innovative ideas One study showed that companies with more diverse management teams had 19% higher innovation revenues than those with below-average diversity scores. It’s becoming more and more important to develop and implement these initiatives in your CX team.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

Customer Bliss

FEBRUARY 25, 2016

Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking. Shift Success Metrics to Growth or Loss of the Customer Asset. Elevate Customers as Assets.

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ROI Customer Experience Effort Score How To 100

West Monroe

JANUARY 12, 2022

As this shift occurs, annual recurring revenue (ARR) growth is becoming a core business metric—if not the metric—for many software companies. This puts significant pressure on product teams to continually innovate and iterate products and services to deliver a compelling customer experience that drives new revenue.

Software 52

Software How To Innovation Roadmap 52

Gainsight

OCTOBER 10, 2023

Measurement: Instead of sifting through reporting, AI tools will show relevant metrics on learner-level engagement and content impact. That level of innovation is right around the corner. While it’s important to go to your leadership team to understand their goals related to customer acquisition, lifetime value, expansion , etc.,

Course 52

Course How To Healthcare Transportation 52

ClientSuccess

OCTOBER 25, 2022

Highlight key wins, metrics, and data that showcase how your platform has helped the customer reach their strategic goals. Opportunities: How can the customer continue to be successful and expand their strategic opportunities on your platform? eBook: CSM from the Trenches: Implementing Customer Success.

How To 74

How To eBook Tips Resources 74

Customer Bliss

AUGUST 28, 2020

Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

CSM Practice

DECEMBER 19, 2021

A quick tip here would be to look out for vendors who constantly keep innovating. Irrespective of your selection, the technology should help you measure the metrics that matter the most like: Net Retention Rate . Sales, marketing, leadership, and support use the platform religiously. Customer lifetime value (LTV).

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Customer Success How To CRM Software 98

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER. 5: ChurnZero.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Experience Investigators by 360Connext

JUNE 1, 2017

“Customer Effort” should be a serious metric to consider. They learned how customers often had issues installing the part originally and had to call for another replacement. They are the front line for your leadership. It’s not always about the sexy innovation. “Show us what you do with Salesforce!”

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Second to None

MARCH 29, 2019

Choosing a CX Metric to Measure. To begin, you will want to choose a CX metric that will be relevant to the investment. There are countless metrics to choose from. For this particular metric, there are a few things that should be noted. 3] Within each segment, you can calculate the financial metrics that you decided on.

ROI 86

ROI Measurement Effort Score How To 86

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. How can you create a customer-first culture? You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Communication.

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Culture Company Lifetime Customer Customer Centricity 251

ECXO

AUGUST 9, 2023

As Accenture explains on its Cloud Services page – businesses must focus beyond simply “getting there” to “getting value” and then “operating in the Cloud Continuum to unlock the next level of innovation’. How to build client PS centricity Change management is often the hardest part of CX. It’s best to get it right the first time.

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Consulting Competitive Advantage Culture Touchpoint 98

Thematic

MARCH 27, 2024

Personalized Thematic dashboards help business units identify and understand key issues Thematic produces a unique dashboard for each of their VoC components - Voice of the City, Community and Customer - with key metrics, data visualizations and insights summaries. Thematic is proud to continue this journey with them!

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Customer Bliss

OCTOBER 13, 2016

As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership. In a large, enterprise-type organization, your culture is modeled and driven by the behaviors of your senior leadership team. Here’s one example of how to use these recipe cards.

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Leadership Culture Metrics ROI 100

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 52

ROI Video Government Leadership 52

Customer Bliss

JULY 26, 2018

It was time for the IT division to seriously consider how to improve their customer service and experience — they needed to get back to the basics. And how did William kick off this work? When first starting in your new #CX leadership position, form supportive partnerships. CX #CustExp Click To Tweet. Document the process.

Government 111

Government Chief Customer Officer How To Roadmap 111

CX Journey

MAY 2, 2018

Each year the letter is filled with strategy lessons about customer experience, employee experience, leadership, innovation, and culture. And I love how he always attaches his very first shareholder letter to each year's letter. This year's letter is a lesson both in leadership and in living your core values.

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Leadership Culture Fashion Innovation 116

Michel Falcon Experience

MARCH 23, 2023

Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. And when were we ever taught how to run successful meetings? How effective is what we have been taught, in practicality, in using it within businesses?

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Meeting How To Culture Video 60

Thematic

FEBRUARY 11, 2024

This year Medallia announced a self-service agile market research suite and 4 innovations in Generative AI. By using a 3-month rolling graph, they reduced volatility in metrics.   Rosanna Stephens and Alison Lutjemeier gave an excellent presentation on how to act on product feedback at Adobe. The solution? Earned Growth.

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Conference NPS Hotels Self Service 62

Customer Bliss

MAY 19, 2016

This is about a new language set for the leadership team, and a new definition of success — namely, customers as assets. Senior leadership teams are very often in meetings, and those meetings typically have a regular cadence to them relative to each team. Customer Experience Competencies: Experience Reliability and Innovation.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

Second to None

FEBRUARY 20, 2018

A significant investment in eCommerce optimization, in-store aesthetic, employee training and Customer Experience measurement can help to establish industry leadership. One metric that stood out in the study was customers who were proud to say they have purchased from a specific brand.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Customer Bliss

JANUARY 28, 2016

The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. It’s to bring them together to establish their version of customer asset metrics and customer growth behaviors that they will stand behind as a united leadership team.

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