Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). He focused on four major items: A quantitative assessment of what mattered and what didn’t matter to customers. Qualitative interviews – to put the story of the experience in the customers’ voice.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

InMoment XI

OCTOBER 7, 2024

Smart Recommendations and Summaries Reduce time to insights and improve program engagement with coaching recommendations Let AI be your sidekick to make sense of your customer voice in seconds. InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership.

Events 243

Events Competitive Advantage Innovation 2024 243

Customer Bliss

SEPTEMBER 22, 2016

Voice of the Customer Step 2: One-company leadership. If call center is categorizing voice of the customer one way, but marketing is doing it a different way? It’s just separate buckets and the voice of the customer intel becomes essentially silo’ed and useless. Be the customer.

Presentation 236

Presentation Social Media Leadership Call Center 236

GetFeedback

MAY 9, 2019

There are four pillars that serve as the stabilizing foundation of any customer experience program: . Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. Basically, it gives you real-time insight into your customers’ experiences.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Beyond Philosophy

MAY 21, 2015

In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Chipotle just announced they removed all the ingredients from their menu items that contain genetically modified organisms (GMOs).

2013 156

2013 Books Webinar Leadership 156

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? Level 3: State of The Art.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Lumoa

FEBRUARY 20, 2018

Not many of them understand that customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team and consistently work on understanding the customer needs.

Customer Experience 141

Customer Experience NPS Touchpoint Customer Centricity 141

Customer Bliss

APRIL 18, 2017

In addition to her academic accomplishments, she completed the Women’s Executive Leadership Program from Duquesne University and is the executive sponsor of WMSA, MSA’s professional organization dedicated to the advancement of women in the workplace. One of her first goals was to get back that momentum.

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

Customer Bliss

DECEMBER 8, 2017

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Lumoa

NOVEMBER 8, 2018

NPS is short and simple for the customers to answer and it is very easy to track for companies. NPS consists of only two questions and it gives that one customer experience related number your leadership needs for target setting and bonuses. NPS is often used to rate a brand, service or product in general. How to calculate NPS?

Metrics 162

Metrics Net Promoter Score Customer Experience NPS 162

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

Lumoa

JANUARY 31, 2023

Not many of them understand that the customer experience race is not a sprint, but a marathon. Second, you often have to work across functions, geographies, or customer segments. If you want to bring customer voice into your organization, recruit a cross-functional team, and consistently work on understanding the customer needs.

Customer Experience 165

Customer Experience NPS Touchpoint Customer Centricity 165

InMoment XI

SEPTEMBER 5, 2024

With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base. The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Gainsight

FEBRUARY 27, 2025

For me, Black History Month is a time of reflection and celebrationa reminder that triumph over adversity and dedication to innovation, leadership, and resilience are woven into the history of this country, says Cummings. Clarence Skip Ellis, and countless others whose contributions to data science and AI often went unrecognized.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customers 52

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Distrust of leadership.

Communication 84

Communication Blog Leadership Airlines 84

Customer Bliss

APRIL 25, 2019

They developed a framework consisting of six areas of focus for a CCO: Customer experience – continue to blow customers’ minds through experiences delivered to customers. It’s an outbound, outward-facing view of the experience provided to customers.

Chief Customer Officer 170

Chief Customer Officer Customer Success Consulting B2B 170

Experience Investigators by 360Connext

MAY 15, 2024

“The big impetus is: Can the listening post provide a direct customer perspective and context to the behavior we are seeing in the other instrumentation we have around the business?” Jignesh’s leadership team meets monthly to review the customer feedback and identify issues with the customer journey.

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143

Retently

MARCH 11, 2025

What common questions might customers have? How can support teams be prepared to assist customers with this new item? By bringing the customers voice into the product development process, a CX Manager helps create experiences that meet expectations from the start.

Management 115

Management Customer Experience Roadmap NPS 115

Confirmit

FEBRUARY 21, 2019

These leadership quotes will help inspire you and your managers to become great leaders. Great leadership changes everything. Perhaps most importantly, the Employee Experience you offer your teams, which is critical to your Customer Experience. “Leadership is unlocking people’s potential to become better.”

Leadership 40

Leadership E-support Customer Voice Employee Experience 40

Confirmit

FEBRUARY 21, 2019

These leadership quotes will help inspire you and your managers to become great leaders. Great leadership changes everything. Perhaps most importantly, the Employee Experience you offer your teams, which is critical to your Customer Experience. “Leadership is unlocking people’s potential to become better.”

Leadership 40

Leadership E-support Customer Voice Employee Experience 40

Thematic

MARCH 18, 2025

It does not require extensive customization and consultant-driven setups. Unified Customer Voice Thematic integrates feedback from multiple channels—surveys, social media, and support tickets—into one unified view. Leadership teams need high-level, summarized feedback reports. Why Companies Choose Medallia?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

Second to None

SEPTEMBER 7, 2018

Brands that have a long timeline of great social media service are proving to these digital communities that customers voices deserve to be heard. Customer Experience measurement can mitigate this risk because it helps leadership establish accurate data that can be used to recognize the best individuals and improve underperformers.

Brands 63

Brands Social Media Retail Voice of Customer 63

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways.

2018 121

2018 Customer Experience Customer Centricity Culture 121

Zeisler Consulting

AUGUST 10, 2020

One common factor of successful programs, however, is that, much as with the offerings of your organization themselves, you meet your Customers where they are: Different segments require different vehicles for VoC; and even within those segments, different points along the journey require different methods of determining the Customers’ voices.

Culture 93

Culture Customer Centricity Voice of Customer Article 93

One Millimeter Mindset

APRIL 13, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 82

Leadership Consulting Innovation Presentation 82

Second to None

MAY 31, 2018

This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs. While leadership should retain the right use customer feedback as a source of determining and fixing poor performers, it should be equally utilized as a way to provide adequate recognition.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Lumoa

JUNE 30, 2022

It’s easy for teams—especially senior leadership—to become separated from your customers. Every time you can draw them closer to your customers you’re building momentum for CX initiatives. It’s tempting to get stuck on the leadership level. Representing the voice of the customer.

Customer Experience 103

Customer Experience Metrics Feedback Insights 103

Calabrio

JULY 26, 2017

Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? That’s where the Chief Customer Officer (CCO) comes in. Lacks data and direction on the wants and needs of customers. * Has no dedicated voice of the customer in the C-suite. The rise of the CCO.

Chief Customer Officer 49

Chief Customer Officer Competitive Advantage Leadership Customer Retention 49

Customer Bliss

APRIL 27, 2018

Leaders’ connection to customers change when they are involved in these fearless conversations. The memory of the customers’ voices begins to stick with them; it gives them a narrative when they speak to their teams and guide the work. We coach leaders to be a part of the conversation by asking only clarifying questions.

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

Second to None

APRIL 26, 2018

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Zeisler Consulting

AUGUST 17, 2020

In fact, if all you’re doing with your CX data is reporting it up to leadership, it’s not likely to be doing much good. With a cadre of process engineers and thought leaders, you can turn your Customers’ voices into tangible improvements that will prove themselves in your metrics and in your bottom-line.

ROI 72

ROI Customer Centricity NPS Customer Voice 72

ShepHyken

MAY 29, 2020

Leadership. An important thing to note about a customer-centric culture is: it is deliberately designed to be that way. The CEO (and the entire leadership team) must be committed to bringing the customer voice into all they do. Customer understanding is the cornerstone of customer-centricity.

Customer Centricity 66

Customer Centricity Culture Leadership Customer Voice 66

PeopleMetrics

NOVEMBER 17, 2014

When reviewing feedback from their direct reports, pay special attention to questions about leadership and direction, as the manager is often the mouthpiece for leadership above. Engaged Employees Employee Alignment Customer Feedback Voice of the Customer Voice of the Employee' Stay up to date!

Metrics 59

Metrics Leadership Feedback Customer Voice 59

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

Second to None

FEBRUARY 22, 2018

Apply Customer Experience measurement programs like mystery shopping initially to capture an outside-in perspective of the way your brand is perceived and then create a data-driven ranking of which locations are leading the pack and which are struggling.

Voice of Customer 72

Voice of Customer Brands Leadership Customer Centricity 72

Strativity

MAY 12, 2016

Customer experience does not need another dashboard and more customer voice. What it needs are leaders with the courage to act on customer feedback to create a real difference in the marketplace. During the past two years, it seems that the customer experience industry has been taken over by technology.

Customer Experience 40

Customer Experience Voice of Customer Customer Voice Leadership 40

ChurnZero

MAY 20, 2021

Because Customer Success is a newer department, the executive talent pool with direct experience in both the field and role is small. Focus on creating a bench for yourself by making sure your CSMs see a career path to a leadership position. To keep your customers at the center, you need to formalize your customers’ voice and needs.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90