Horizon CX

APRIL 30, 2024

This article explores the nature of organizational transformation, challenges faced by CX professionals, and strategies for effecting meaningful change. Measure and Communicate Impact: Establish clear metrics and KPIs to track the success of CX initiatives, and regularly communicate progress and achievements to stakeholders.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Experience Investigators by 360Connext

JULY 28, 2020

Customer Experience Strategy Depends on the Right Mindset, Vision and Plan. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Customer Bliss

APRIL 9, 2018

Most leadership teams don’t invest in the deep thinking required to answer these questions. As a result, decisions are driven by silo objectives and inside-out goals and metrics. Through communication of these commitments and actions they prove to be a powerful “prove-it” leadership strategy.

Leadership 166

Leadership Roadmap Customer Journeys Metrics 166

Zeisler Consulting

FEBRUARY 4, 2021

Y’all know I’m a big fan of metrics. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. So yea, I dig numbers.

Metrics 81

Metrics Contact Center Measurement Insurance 81

SurveySensum

MAY 6, 2024

Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback. In this blog post, we will delve into five impactful strategies for establishing a robust personal brand in the digital era. The 2023 year recorded 4.95

Brands 52

Brands Strategy Social Media Video 52

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). And the most essential metric for CS Ops, the one that’s got everyone in a tizzy (in a good way), is Net Revenue Retention (NRR). There’s a reason NRR is the undisputed king of CS metrics. No, I don’t mean the new season of White Lotus.

Study 98

Study Leadership Customer Success Industry 98

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies.

Metrics 52

Metrics Net Promoter Score Advertising Customer Success 52

Thematic

JANUARY 17, 2023

It’s much easier to focus on positive metrics, and present data that, at least on the surface, makes it look like ‘we’ are performing well. This is what I call watermelon syndrome - presenting a green scorecard to your stakeholders that falls apart under questioning, revealing the red metrics inside.

Metrics 62

Metrics Omni-Channel Analytics NPS 62

ClientSuccess

JANUARY 24, 2023

Metrics That Indicate Customer Health It is essential to track multiple metrics to provide the needed information about how customers interact with your company. Our SuccessScore framework will enable you to clearly see the individual metric groups, overall scores, and trends calculated daily by a customer account.

Metrics 89

Metrics NPS eBook Customer Success 89

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Spend some time highlighting what the metrics mean, and what your goals really are. Have you created a CX Mission Statement ?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Customer Bliss

JUNE 6, 2018

And that means building a one-company approach to business strategies. What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work. Develop your customer experience strategy.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

AWS Machine Learning

MAY 9, 2024

An AI/ML CoE is a dedicated unit, either centralized or federated, that coordinates and oversees all AI/ML initiatives within an organization, bridging business strategy to value delivery. An effective approach that addresses a wide range of observed issues is the establishment of an AI/ML center of excellence (CoE). What is an AI/ML CoE?

Government 97

Government Policies Guidelines Leadership 97

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. In the section below, we outline three strategies that every Customer Success team can use to increase their perception as a profit center. But Customer Success?

Metrics 98

Metrics Customer Success Customer Journeys How To 98

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

Thematic

OCTOBER 19, 2022

Customer-led growth supersedes product-led and sales-led strategy by putting customer needs first. Customer-led product strategy is about designing the best product experience. Align team and leadership on customer-led product strategy Most teams think they’re customer-centric.

Strategy 71

Strategy Banking Metrics Analysis 71

ijgolding

APRIL 19, 2017

Engaging your people in playing a key role in improving the customer experience is one thing, but what if customer experience is not actually a key element of the business strategy in the first place? Strategy needs to be a balance between what the business wants and what the customer wants.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. As your are in charge of giving directions, strategies and encouragement for them. Plan for mistakes and strategies as much as you plan for the need to fix them.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 52

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. As your are in charge of giving directions, strategies and encouragement for them. Plan for mistakes and strategies as much as you plan for the need to fix them.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 52

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Leadership 86

Leadership Self Service Customer Service Trends 86

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . Metrics tools are great but don’t forget about the human element.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. The first step is actually around leadership development.

Leadership 100

Leadership Customer Experience Travel Customers 100

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. 5 Best Experience Management Metrics. 2 Rethinking Customer Experience Strategy. Interestingly, the CX Index is simple: CX Quality.

Strategy 71

Strategy Customer Experience Policies Loyalty 71

Totango

JUNE 30, 2020

Even more than at other times during the customer journey, your customers want leadership, support, and guidance from you. Your plan for communication during this crisis should revolve around three central strategies: Retune Internal Communication. Segmentation and Support. Deliver Value. Retune Internal Communication.

Communication 126

Communication Strategy Metrics Customer Retention 126

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

West Monroe

OCTOBER 19, 2023

But in the Manufacturing Leadership Council’s 2023 Digital Leadership Survey , one finding stood out: There is relatively little focus on the value derived from technology. That said, short-term focus often creates a fragmented approach to longer-term strategy. Expectations for return on investments are high.

ROI 52

ROI Technology Strategy Return on Investment 52

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. Customer Financial Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence. Do you agree? Dashboards!

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. Creating a Customer Retention Strategy: A Leadership Roadmap.

Customer Retention 90

Customer Retention Strategy Net Promoter Score Employee Engagement 90

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

SurveySparrow

SEPTEMBER 12, 2020

An effective recruitment strategy is one of the key pillars for any organization to retain its leadership position in the market. These metrics provide a clear indication as to what processes are working and what needs to be changed. What are Recruitment Metrics? Top 10 Recruitment metrics for every manager.

Metrics 87

Metrics Management Effort Score Advertising 87

TechSee

FEBRUARY 6, 2024

AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale. Advances in generative AI and multi-sensory AI have the potential to deliver true service automation, a win-win for both customers and enterprise leadership.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

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. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110