GetFeedback

JANUARY 19, 2020

So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. Or snuffs it out.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. There are several ways to obtain data and understand customers. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. Under her predecessors, there had been customer journey mapping and proactive driving.

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

Chief Customer Officer 52

Chief Customer Officer Effort Score Leadership Metrics 52

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Aisling Hassell is responsible for global customer experience at Airbnb, which is a community marketplace for people to list, discover, and book unique accommodations around the world in more than 34,000 cities and 190 countries.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Gainsight

NOVEMBER 3, 2021

But the logical next step is when CEOs ask me, “should I have a Chief Customer Officer?”. And here’s why: Customer Success Is a Company-Wide Strategy, Not Just a Function. The first mistake in Customer Success is not investing in a team. But what about your customers? and “what should it be responsible for?”

Chief Customer Officer 59

Chief Customer Officer Customer Success Sales Customer Journey 59

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98