Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. What’s critical is the discipline to focus more on engaging customers than to chase a specific score." Mitch Lieberman CRM Industry Advisor, Speaker, Award-winning Blogger. Andrew McFarland Senior Vice President, Chief Customer Officer at Black Box.

System 317

System Effort Score NPS Net Promoter Score 317

Customer Guru

MARCH 7, 2018

To prepare myself in advance, I would go through their profile saved on our CRM to understand them better. After meeting these guests, I would also update their profiles in the same CRM, so that they could have a great experience across all the Taj Hotels. I’d highly recommend the Chief Customer Officer, and Chief Customer Office 2.0

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

AUGUST 7, 2024

It’s our job every day to make every important aspect of the customer experience a little bit better.” They emphasize the importance of customer-centricity. Now, if you’re saying, “Andrew, Apple, and Amazon are primarily B2C companies; their stances on customer-centricity don’t apply to my B2B customers.”

Customer Centricity 52

Customer Centricity Exercises B2C Course 52

Gainsight

AUGUST 7, 2024

It’s our job every day to make every important aspect of the customer experience a little bit better.” They emphasize the importance of customer-centricity. Now, if you’re saying, “Andrew, Apple, and Amazon are primarily B2C companies; their stances on customer-centricity don’t apply to my B2B customers.”

Customer Centricity 52

Customer Centricity Exercises B2C Course 52

Peter Lavers

JULY 7, 2015

A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). The remaining two sessions covered customer-centric strategy development and the transformational journey.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

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. Why should the customer have to call you back? Many B2C companies use us and they want to talk to their customers, to find out what’s going on.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

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. Why should the customer have to call you back? Many B2C companies use us and they want to talk to their customers, to find out what’s going on.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

West Monroe

JANUARY 24, 2022

Net revenue retention may be the North Star metric—given its impact on market valuations of software and subscription businesses—but other, interdependent metrics also matter, including customer acquisition costs, churn, service margins, sales coverage ratios, and customer satisfaction. Key trends.

Software 40

Software Self Service B2B Trends 40