Customer Bliss

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 2 – Connect ROI to Growth. They needed to gain a deeper understanding of what the experience was like for customers.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

ClearAction

JANUARY 14, 2015

The B2B study indicates that the following basics are the keys to financial and customer experience success : Coordination among managers of CXM methods. Presentation of customer survey results to all employees. Calculation of customer lifetime value. B2B Customer Experience Management Examples.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. And… Scene.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

CCO Council

NOVEMBER 2, 2017

CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” One reason is that some customer executives struggle to demonstrate quantifiable ROI for customer initiatives. Why is this so low? And that’s a compelling argument.

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. The first 20-minute webinar, “ Mastering the Maze of CX Metrics & Money ,” was presented in April. That pebble in your shoe elicits a yelp and other colorful expletives.

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

Customer Bliss

NOVEMBER 21, 2017

Continue to maintain the balance of improving customers’ lives and proving ROI. When it comes specifically to for-profit higher educations, another aspect of the customer journey to consider is teacher performance and the effect teacher perceptions has on student behaviors.

User Experience 0

User Experience Chief Customer Officer Customer Journey Mapping Customer Journey 0

Pointillist

MAY 19, 2020

times more likely than underperformers to be able to connect customer data in each channel with three or more other channels. “ Diane Magers, CCXP Founder and CEO Experience Catalysts For the second consecutive year, quantifying the ROI of customer experience initiatives is the top CX challenge.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. ROI in Agent Happiness (and Better Allocation of Corporate Resources). Calculating the ROI of Chatbots. Why Chatbots? Chatbots can also be used for marketing.

ROI 72

ROI Contact Center 2018 Social Media 72

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 . Companies apply the golden rule of business to customers and employees. . CS brings focus to their purpose. .

2020 61

2020 Customer Success Chief Customer Officer ROI 61

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

MAY 26, 2023

For specific recommendations, see my presentation from last week’s United States Customer Experience Awards’ CX Trend Talks. You’ll hear how to guide brand essence and unserved, underserved, and overserved customer growth. Get a sounding board for work you have underway.

Customer Insights 62

Customer Insights Insights Chief Customer Officer Leadership 62

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

Marketing 64

Marketing Webinar Reference Events 64

Customer Guru

MARCH 7, 2018

Next, we mapped the entire customer journey at each of the 12 sites to identify the current customer and business issues and, subsequently, every site undertook projects to help enhance customer experience. Gradually, the positive changes were seen: things changed, the way we handled customer visits at our site changed.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

CX Journey

NOVEMBER 6, 2014

High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. Is yours a standalone, office of the Chief Customer Officer organization or bundled within another function like marketing, general business intelligence, or customer support?

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

CSM Practice

OCTOBER 10, 2018

Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. I hope that you have now some inspiration for your strategic plan for 2019 with the eight pillars of the CSPI.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. I hope that you have now some inspiration for your strategic plan for 2019 with the eight pillars of the CSPI.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. I hope that you have now some inspiration for your strategic plan for 2019 with the eight pillars of the CSPI.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Gainsight

APRIL 21, 2022

In 2020, Forrester presented some eye-opening results in a report titled “US Tech Budget Outlooks In A COVID-19 Recession.” Kellie Capote, Chief Customer Officer at Gainsight, weighed in on why companies were relying on the CS team to achieve goals in this area. The future value of a customer success program.

2021 52

2021 2022 2020 Chief Customer Officer 52

ChurnZero

AUGUST 21, 2020

So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Ideally, this concept should originate at the senior leadership level. That is often the most challenging part of the mapping process.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score Chief Customer Officer 52

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. Financial Linkage of NPS to Business Outcomes (ROI).

Net Promoter Score 52

Net Promoter Score NPS B2B 2019 52

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Gainsight

JUNE 21, 2022

on upsells and cross-sells from existing customers. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? versus $0.63

2022 52

2022 Net Promoter Score NPS Return on Investment 52

ChurnZero

JUNE 17, 2022

Track metrics that represent the customer’s actual progress versus your internal tasks. Your team could hit all their deadlines and your customer may still not realize ROI. Customer Success teams overlook the most important onboarding factor. Customer cohorts set your metric baselines. Does it provide ROI?

Metrics 98

Metrics Definition Engagement Measurement 98

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies?

Customer Service 50

Customer Service NPS Net Promoter Score Customers 50

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. We then present a proposed roadmap of tactics that will help drive the overall strategy forward.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Gainsight

JUNE 23, 2022

Chief customer officers should consider ways to efficiently scale. This is true for five key reasons: New sales will decline rapidly as fear slows new decisions, so existing customers become even more important. Chief marketing officers should consider investing in customer marketing.

Financial 52

Financial Chief Customer Officer 2022 2008 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

ChurnZero

OCTOBER 25, 2019

To discuss this topic, we hosted a well-attended webinar last week with Jason Whitehead the Founder of Tri Tuns LLC, a Customer Success and Software Adoption Consulting firm. We also touched on: Why most onboarding efforts are ineffective and do not set your customers up for success with your software. Where do you fall? Q&A Recap.

Webinar 49

Webinar Customer Success Customers Chief Customer Officer 49

ChurnZero

AUGUST 23, 2019

We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. . Q: In this presentation the mature Customer Success org had of Customer Success Ops role. Customer Success Around the Web. Where do you fall?

NPS 40

NPS Customer Success Sales Metrics 40

Gainsight

SEPTEMBER 24, 2019

Everything is “determined,” therefore if you have enough information, or in this case, all the information, you have a perfect picture of the universe—past, present, and future. In the age of big data, machine learning, and business intelligence, we have a very determinist view of our customers.

Chief Customer Officer 12

Chief Customer Officer Events B2B Information 12

SmartKarrot

APRIL 27, 2022

The Chief Customer Officer or the CCO is a C-Suite executive responsible for customer success strategies and plans. They report to the CEO and need to be engaged in every key customer-related- strategic meeting. CCOs looking to present to the Board of directors need to keep certain important aspects in mind.

Presentation 10

Presentation Chief Customer Officer Document Return on Investment 10

SmartKarrot

APRIL 6, 2021

Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. Increase customer retention Have a customer-centric culture Drive customer behaviour Make customer experience better. Possible Objections with Responses That Will Help.

Customer Success 18

Customer Success Chief Customer Officer Touchpoint Customer Retention 18

ChurnZero

JUNE 17, 2022

Track metrics that represent the customer’s actual progress versus your internal tasks. Your team could hit all their deadlines and your customer may still not realize ROI. Customer Success teams overlook the most important onboarding factor. Customer cohorts set your metric baselines. Does it provide ROI?

Metrics 52

Metrics Definition Engagement Measurement 52