Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Wootric

JULY 15, 2020

At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement. We’ve found there isn’t much written about NPS, specifically for B2B companies, so in order to level up, we’ve gone straight to the experts.

NPS 69

NPS B2B Net Promoter Score E-support 69

Retently

JULY 28, 2023

How do you approach customer happiness in your company? 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?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 319

B2B Customer Experience Customer Centricity Omnichannel 319

Alida

JULY 6, 2017

The CX function is part market research (understanding the customer), sales (retention & expansion by making them successful), services, education, support and ongoing success (customer success and account management). An organization should reflect a structure that will successfully support customers through their journey.

Measurement 113

Measurement Chief Customer Officer Customer Centricity Customer Journey 113

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Improve internal processes for collecting, analyzing, and utilizing customer data for more effective strategizing. Case Study: Zoom.

Customer Success 78

Customer Success Customer Centricity Customers NPS 78

Customer Bliss

DECEMBER 12, 2017

As the CMO/CCO, Isabella worked with the C-Suite to focus on gathering and leveraging customer data to transform the culture into one that cares more about improving the lives of its customers. With its large customer base, Manulife Hong Kong focused on putting the customer at the center of everything it does.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

SurveySparrow

DECEMBER 27, 2023

This step involves identifying customer needs, preferences, and spotting emerging trends, which helps in understanding the customer base better. It could mean making adjustments to products or services to better align with customer expectations and needs. NPS Question from SurveySparrow’s NPS Survey Template 2.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

Zeisler Consulting

AUGUST 14, 2020

Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks often simply boil the Voice of the Customer (VoC) down to surveying. You’ve heard of the expression that we need to “meet the Customers where they are” when it comes to our offerings.

Net Promoter Score 93

Net Promoter Score NPS Effort Score Customers 93

SurveySensum

SEPTEMBER 4, 2023

They provide actionable insights that enable you to make informed decisions, refine your product, and grow your customer base. You should conduct PMF surveys after an initial group of customers has spent enough time using your product, typically a few months after launch. When should you launch Product NPS surveys?

NPS 52

NPS Demo User Experience Feedback 52

ChurnZero

JANUARY 18, 2024

Hence, the the role of a chief customer officer (CCO) which we define this way. What does the chief customer officer role encompass? A chief customer officer is an operational role responsible for all customer-facing activity post-sale. Champion a customer-centric culture throughout the company.”

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

CustomerSuccessBox

JUNE 13, 2022

We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. Many businesses claim to be customer-centric, yet they don’t really comprehend the concept. Creating a devoted customer base.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

SurveySparrow

DECEMBER 26, 2023

This step involves identifying customer needs, preferences, and spotting emerging trends, which helps in understanding the customer base better. It could mean making adjustments to products or services to better align with customer expectations and needs. This can lead to increased revenue and growth for the SaaS company.

B2B 52

B2B Net Promoter Score NPS Feedback 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. How Low Can You Go?!

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Totango

FEBRUARY 11, 2022

Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. In today’s digital environment, B2B customer experience is driven by online and mobile interactions with brands. Just 14% of large B2B brands are truly customer-centric, according to research by market research firm B2B International.

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

Happy or Not

NOVEMBER 1, 2023

In a world driven by customer-centricity, understanding and measuring customer satisfaction have become paramount for businesses aiming to thrive and grow. And how can you choose the right metrics to capture the essence of your customers’ experiences? What is NPS? ” using an 11-point scale.

Net Promoter Score 36

Net Promoter Score NPS Customer Satisfaction Loyalty 36

Gainsight

APRIL 14, 2022

One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. Why NRR Matters. So be sure to give them credit where credit is due.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

Upstream Works

NOVEMBER 24, 2021

This could be an account manager in sales, a brand ambassador in digital marketing, a billing supervisor or a customer service advisor in the back office. Customers have many touchpoints with an organization. Most agent metrics are based on internal operations, where performance is assessed on efficiency more than effectiveness.

Contact Center 78

Contact Center Call Center Net Promoter Score Social Media 78

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. It’s more than just digital. How to overcome those challenges?

2018 129

2018 Customer Experience Customer Centricity Culture 129

SurveySensum

JULY 11, 2023

They want to make customers feel special, create lasting memories, and build a community of happy customers. And you know – great customer experience can make your brand successful. Companies that succeed at customer experience increase their sales at a rate that is 4-8 percent higher than the market average.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Customer experience synchronises and steers these cross-functional efforts towards a common goal – the customer.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Experience Investigators by 360Connext

AUGUST 9, 2022

.” It’s a real source of pain for customer insights teams, customer care organizations, and leaders throughout an organization who have the desire to drive more customer-centric decisions but are given no tools, resources, or support to do so. A CX Success Statement. , A business discipline.

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. Weeks later, Bakery B attracted more customers, including some from Bakery A. What is NPS?

NPS 52

NPS Feedback Loyalty Customer Satisfaction 52

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

InMoment XI

JANUARY 9, 2024

Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. This positive reputation can attract new customers and partners. Customer relationships. Support and service.

B2B 551

B2B Customer Experience Net Promoter Score Customer Journey Mapping 551

delighted

JANUARY 7, 2021

Understanding the customer from an empathetic, bird’s eye view means having a deeper insight into their needs at every touchpoint so you can improve CX processes to meet their expectations. Creating a customer-centric company. Creating a customer persona. NPS]: How likely are you to recommend this solution to your peers?

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Net Promoter Score 98

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. Fosters a Company-Wide Customer-Centric Culture.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Kustomer

APRIL 7, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Peter Fader to discuss the different types of customers and how to have customer centricity. Peter’s philosophies are centered around the lifetime value of customers and sales forecasting for products.

Customer Centricity 53

Customer Centricity Net Promoter Score Books Customers 53

Thematic

APRIL 17, 2024

Three major components make up the backbone of customer experience analytics: data collection, analysis, and generating actionable insights. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Cross-Team Impact: Break down silos.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Three major components make up the backbone of customer experience analytics: data collection, analysis, and generating actionable insights. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Cross-Team Impact: Break down silos.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Three major components make up the backbone of customer experience analytics: data collection, analysis, and generating actionable insights. Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Cross-Team Impact: Break down silos.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Totango

FEBRUARY 23, 2024

Check out the full episode to hear all of her hot takes. Use a customer-centric approach for a successful collaboration Traditionally, the CMO focuses on customer acquisition, answering questions like who is coming into the funnel, which prospects close, and which cohorts convert better at different stages.

Chief Customer Officer 94

Chief Customer Officer Customer Centricity Metrics Sales 94

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. How Low Can You Go?!

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Onboarding Rating. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. How Low Can You Go?!

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

ProProfs Chat

NOVEMBER 9, 2021

Whenever a friend or family member seeks help, it’s the satisfying experience that comes to a customer’s mind while recommending a brand. Therefore, a great customer experience could drive in more sales as the majority of online shoppers prefer personal recommendations over brand advertisements. . How to Calculate your NPS?

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97