Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? CXO stands for Chief Experience Officer.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center 2004 122

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. 7) Know & Respect Your CX Ecosystem.

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2020 Customer Experience Definition Customers 120

Beyond Philosophy

OCTOBER 21, 2021

Mead begins his position by defining Customer Experience. Through the lens of the contact center space, his definition focuses on the Customer Service part of Customer Experience. Customers, Mead says, want information, and the organization they contact to own their issue and help them get the information.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. 7) Know & Respect Your CX Ecosystem.

Definition 90

Definition Customers Metrics Customer Experience Management 90

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. It’s definitely a shared responsibility,” said Homann. Tip #1: Don’t worry if it doesn’t scale.

Customer Service 128

Customer Service Workshop Chief Customer Officer Metrics 128

Kustomer

AUGUST 19, 2021

For many CX leaders this can be daunting, especially when trying to manage so many different aspects of the company from winning the C-Suite to contributing to a customer culture. Wendi’s secret to success in this aspect is performing NPS every single month, which comes with many benefits. We were always on NPS. Shame on us.

Culture 92

Culture Chief Customer Officer NPS B2B 92

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend?

Customer Success 91

Customer Success Retail Chief Customer Officer E Commerce 91

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Bree: Definitely. I’d say about two-thirds of the teams I work with do a really good job of tracking some of the customer commitment and customer engagement things I talked about.

Metrics 98

Metrics Definition Engagement Measurement 98

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. For example, when is the proper time or cadence to inject into the Customer Journey to drive optimal adoption and engagement? We have learned to keep an open mind.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Definition 59

Gainsight

MARCH 15, 2022

Sometimes finding out if they’re walking the talk is as easy as asking a leader what their definition of a customer-centric company is and getting them to provide real-world examples of what they’ve done that makes them customer-centric. Get the Real Story. So often sales data is analyzed to an inch of its life,” she says.

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). Annette: It’s a mixed bag.

Customer Experience 40

Customer Experience Chief Customer Officer Customer Journey Mapping Metrics 40

Gainsight

MARCH 9, 2020

Additionally, the Customer Success Subreddit is a great place to connect and network with other practitioners and leaders. If you’re on Reddit, you should definitely join! It has become the primary metric while NPS has fallen to near the bottom of most-used metrics as per our most recent Industry Benchmark Report.

Chief Customer Officer 52

Chief Customer Officer NPS Metrics ROI 52

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

2020 61

2020 Customer Success Chief Customer Officer ROI 61

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. With a clearer understanding of the role, the Renewal Manager can definitely focus on the whole process. .

Sales 59

Sales Net Promoter Score Chief Customer Officer Definition 59

Gainsight

NOVEMBER 1, 2018

Many customers don’t open our emails anyway. Can we send an NPS survey to all our users? …from our CEO: Q: Product tells me that 75% of customers are healthy adopters, but you’re telling me only 50%. A: Because we’re looking at different data sets, and because we each have different definitions of health.

Chief Customer Officer 53

Chief Customer Officer NPS Feedback Customer Success 53

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? What is your WD-40? But the payoff is enormous.

Chief Customer Officer 40

Chief Customer Officer Effort Score Metrics Workshop 40

CustomerSuccessBox

JUNE 7, 2022

Because you know, different customer segments are going to have different churn rates. As soon as onboarding is done, that’s definitely a place where you want to measure where your churn is. Companies should be doing this with regularity, not just in NPS once a year, or, you know, putting NPS on everything.

Management 52

Management NPS Definition Metrics 52

Kustomer

DECEMBER 9, 2021

As so many guests on our podcast have pointed out before, the happier that CX agents are, the better outcomes they produce in customer interactions. When agents are happier in their jobs, this leads to higher NPS scores and overall customer satisfaction and loyalty. She is currently the CEO and founder of Customer Bliss.

Airlines 84

Airlines Books Hospitality Customer Service 84

Lumoa

JUNE 22, 2021

So obviously, a lot of people will probably recognize themselves as the person in the corner of the organization, maybe responsible for the NPS measurements, trying to have everyone else be customer-centric. But at somepoint, you need to make the decision that the customer is going to sit by the table where decisions are being made.

Customer Centricity 78

Customer Centricity Insights Hotels Customer Experience 78

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Bree: Definitely. I’d say about two-thirds of the teams I work with do a really good job of tracking some of the customer commitment and customer engagement things I talked about.

Metrics 52

Metrics Definition Engagement Measurement 52

Martin Hill-Wilson

JANUARY 25, 2016

Maybe we will see Chief Customer Officer roles being created in the not too distant future. the conditioned response is to trot out Compliance’s definition and priorities. But change is a-coming. So when we sit in workshop one of the P&Q Challenge and ask the simple but catalytic question ‘what is quality?’,

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

Kustomer

SEPTEMBER 3, 2020

It feels like when you talk about this modern journey map, and then really looking at these different touch points, are there some creative measurements that you’re seeing people do along that journey to be able to understand the voice and how customers are reacting at different touch points? It’s about customer loyalty.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management Customer Success 2013 Metrics 52

ChurnZero

JUNE 3, 2022

I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over. I’m like what are you talking about?

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over. I’m like what are you talking about?

Customer Success 52

Customer Success B2B Metrics Sales 52

SmartKarrot

OCTOBER 29, 2021

Definition of C-Suite. The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The role of a Chief Customer Officer is to ensure that the number of subscribers is maintained over some time.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SmartKarrot

DECEMBER 20, 2021

Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles. Recent market trends indicate that the answer is a definitive YES. Are startups, then, losing out?

Banking 19

Banking Customer Success Net Promoter Score Chief Customer Officer 19

Customer Guru

DECEMBER 13, 2017

Getting that cross-functional efficiency in traditional silo-based organizations requires consistent focused effort in first breaking those silos and then aligning the entire company towards one goal: improving customer experience. The future of customer experience.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. So we wanted to definitively answer that question on value. The Interview: .

NPS 69

NPS Customers Customer Success Measurement 69

Qualtrics

DECEMBER 17, 2019

Real-time insights into brand performance has enabled the company to lift brand awareness by 23 per cent, boost its NPS by eight points, and achieve record revenues within 10 weeks of switching its brand management platform. Leaders know they need to own the customer experience as well as be the growth and innovation hub of the enterprise.

2020 32

2020 Brands Chief Customer Officer Hotels 32