Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation.

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey.

NPS 118

NPS E Commerce Effort Score Metrics 118

InMoment XI

MAY 4, 2022

However, the study’s 2017 findings, titled “ Work Redefined: A New Age ” focused on what companies can do to inspire loyalty: “With so much change, employees are looking for more stability, protection, and a safeguard against disruption. Metlife had similar findings in its 2011 Annual U.S.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Alida

AUGUST 9, 2017

Kelvin (KC) Claveria (@kcclaveria) August 3, 2017. Clarice Chin (@helloclaricec) August 3, 2017. amyfpabst (@AmygpAmyfp) August 3, 2017. Vision Critical (@visioncritical) August 3, 2017. The number of stores that are expected to close in the next year, according to @RetailProphet.

Retail 189

Retail 2017 Webinar Customer Journey Mapping 189

PeopleMetrics

JANUARY 21, 2025

As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades.

NPS 118

NPS Net Promoter Score E Commerce E-support 118

PeopleMetrics

MARCH 6, 2025

This is as true today as it was when I wrote Listen or Die in 2017. The shorter your survey, the better your response rates will typically be. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?"

Net Promoter Score 117

Net Promoter Score Hotels NPS B2C 117

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. www.warc.com 4 December 2017. 28 November 2017. 23 November 2017. 4 December 2017. < Per the report, brands in the U.K. dropped to the lowest in nearly a decade. Brands in the U.S., however, rose from 7.42 in 2016 to 7.75

2002 153

2002 2017 Customer Centricity Consulting 153

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. The Bottom Line Here's what fascinates me - in 2017, I wrote about VoC being different from market research because it's "operational and touches the whole organization." Looking back and re-reading this chapter, I had to laugh.

Voice of Customer 77

Voice of Customer Communication 2025 2017 77

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape.

Telecommunications 110

Telecommunications Social Media Hospitality 2017 110

CloudCherry

SEPTEMBER 1, 2019

Among his noteworthy HBR articles are “Reinventing Customer Service” (November-December 2018), “Kick-Ass Customer Service” (January-February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010).

2013 244

2013 2011 2012 2010 244

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Still, what’s disheartening is this: across this sample size, customer experience actually fell from 2016 to 2017. What does it mean? Conversely, things are great.

Customer Experience 236

Customer Experience 2008 2017 2016 236

Customer Bliss

FEBRUARY 9, 2017

Finance indicating that — perhaps — CX hiring would go down in 2017. I’ve seen it dozens, potentially even hundreds, of times in companies of all sizes. But at the same time, last week I found an article/press release on Yahoo! The article was anecdotal more than anything else.

White Paper 226

White Paper 2017 B2B Article 226

Alida

JANUARY 13, 2017

If you’re a marketing leader with CX responsibility, it’s likely you need to focus your efforts to meet business expectations in 2017—and you need to do so fast. Here’s what six of them told us about how to improve CX in 2017. ” How to win the CX war in 2017. Michael Brenner, CEO at Marketing Insider Group.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? This post was written to commemorate global CX Day, and is one of many being featured in the Customer Experience Professionals Association’s 2017 CX Day Blog Carnival: Top Insights from CX Thought Leaders.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Customer Bliss

NOVEMBER 23, 2016

The Reality Check Audit And 2017 Goals. It’s entirely possible your team already did 2017 strategy planning (I’ve often seen that happen in September at a lot of companies), but the holidays and New Year’s are always a time we reflect and look forward. Many of these ideas are contained in Chief Customer Officer 2.0

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

PeopleMetrics

FEBRUARY 6, 2025

When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. The takeaway remains the same in 2025 as it did in 2017: get executive buy-in, or dont bother with VoC. AI can predict customer churn, but only human leadership can implement the changes needed to stop it.

Leadership 62

Leadership 2017 Competitive Advantage 2025 62

InMoment XI

JUNE 20, 2017

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

2016 243

2016 2017 Article Insights 243

PeopleMetrics

MARCH 30, 2025

When I first wrote about this lesson in Listen or Die back in 2017, it was one of the most important truths I had learned in running VoC programs: just because you launch a VoC platform doesnt mean people will use it. Your Turn Whats changed for you since 2017 when it comes to internal VoC adoption? If you do that, they will come.

2017 62

2017 ROI Touchpoint Culture 62

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. CX Investigators (@360Connext) October 4, 2017. RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! cxday #custexp pic.twitter.com/cxdCaGEpzn. So let’s unpack that a bit… First, customer service and CX are often used interchangeably.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. The downside is that this effects growth and profitability.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

CloudCherry

MARCH 12, 2018

Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The 2017 CX Index for US companies clearly indicates leadership gap to be the main reason for the downfall of Customer Experience. The downside is that this effects growth and profitability.

Customer Experience 170

Customer Experience Customer Journey Mapping 2017 Touchpoint 170

GetFeedback

JULY 24, 2018

Editor’s Note: This post was originally published in September 2017. When companies prioritize the experiences they’re delivering, they’re already leagues ahead of their competitors. It’s been updated for accuracy and freshness.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

The DiJulius Group

AUGUST 17, 2021

This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. Read Full Article.

2017 138

2017 2020 Loyalty Article 138

CSM Magazine

MARCH 25, 2025

Since launching in 2017, Disrupt has become the must-attend event for CX innovators, consistently attracting around 1000 decision-makers to its annual London event and its sister event in Madrid. Sabio is also looking at extending its programme even further with more European locations currently being assessed.

2025 52

2025 2017 Events Innovation 52

Customer Bliss

DECEMBER 15, 2016

What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? What are you thinking about for 2017 in terms of driving your customer experience? Your thoughts on strategic management?

Management 152

Management 2017 Books Leadership 152

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth.

Blog 204

Blog Customer Experience 2017 2018 204

PeopleMetrics

APRIL 3, 2025

Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. This lesson has stood the test of time: if your people already live in a systemlike Salesforce, HubSpot, or Dynamicsmeet them there. CRM + VoC integration has gotten a whole lot easier (and smarter) with AI.

2025 62

2025 Roadmap 2017 Call Center 62

Customer Bliss

AUGUST 17, 2017

I don’t see many successful 2017 companies built on drones. Here’s why: Employees need to be viewed as internal customers/stakeholders: This will get you more ideas, approaches, and innovations. Valuing employees simply for deliverable work just gets you drones. Make your own Amazon joke here.).

Airlines 191

Airlines 2017 Culture Books 191

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Webinar 186

Webinar 2017 Financial Measurement 186

Customer Bliss

JUNE 22, 2017

Customer experience innovation and Cannes Lions 2017. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.). AdAge has an interesting review of what’s been happening so far.

Innovation 237

Innovation Customer Experience Advertising 2017 237

Customer Bliss

DECEMBER 29, 2016

We’ll be back with new episodes in early 2017. Pick a few to listen to before you go back to work in 2017. I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. So far, we’ve published 32 episodes. You can click the link above and find all 32 episodes. I promise it’s value-add!

2016 0

2016 Chief Customer Officer Customer Experience Social Media 0

InMoment XI

OCTOBER 30, 2024

McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. McKinsey & Company ) How to Improve Customer Experience in Insurance?

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. It’s all about your people. And it’s also about…your people. Connecting the dots of customer experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

Alida

MAY 5, 2021

In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical).

Insights 130

Insights 2017 Retail Feedback 130

Beyond Philosophy

DECEMBER 20, 2017

7 November 2017. 21 November 2017. < Follow Colin Shaw on his brand new podcast and Twitter @ColinShaw_CX. Sources: “Robust holiday season Spike Ahead, reveals survey.” www.retailcustomerexperience.com. < [link] > The post Amazing! The Feelings That Drive An Economy Might Surprise You! appeared first on.

2017 153

2017 Retail Consumers 2018 153

InMoment XI

OCTOBER 10, 2024

Social media advertising spending per internet user worldwide from 2017 to 2027. ( [link] ). Accessed 9/24/2024. How Much Does Social Media Marketing Cost in 2024? ( [link] ). Accessed 9/24/2024. Accessed 9/24/2024. 2023 Retail Trends Report. ( [link] ). Accessed 9/27/2024.

Social Media 195

Social Media Management 2024 Multi-Channel 195

Customer Bliss

JUNE 15, 2017

But “value chain,” while still a focused term that makes sense in 2017, isn’t the way you should necessarily think about business. Many people are still going to speak to you about the “value chain” because that’s a common, older-school business concept.

Competitive Advantage 187

Competitive Advantage 2017 Leadership Books 187