Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

NOVEMBER 1, 2018

Tactic 5: Assess your Employee ROI. When looking at ROI as it relates to people, Carolyne looked at data from the HR team to understand employee churn. Outdated technology was slowing communications and leaving some customers less than satisfied. This was a major improvement within their culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Think Customers

JUNE 13, 2024

When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, companies need only focus on four. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO.

ROI 64

ROI Chief Customer Officer Metrics Return on Investment 64

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

Groups 111

Groups Chief Customer Officer ROI Leadership 111

Customer Bliss

MAY 2, 2019

Once a CSM was in place, she was able to really scale and grow the customer base. Rosalyn talks about the customer delight approach, which people talk about a lot. However, at Allovue, they didn’t see much of an ROI with this method. Rosalyn Curato is Chief Customer Officer at Allovue.

Company 149

Company Strategy Chief Customer Officer Financial 149

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). Customers can get upset if they don’t feel valued or respected by an agent. Why Chatbots?

Chatbots 169

Chatbots Self Service ROI Contact Center 169

CX Journey

NOVEMBER 6, 2014

Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? customer experience voc voice of customer'

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 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

ECXO

APRIL 13, 2023

Communication style – countries may have different communication styles and preferences. Direct communication is common in Germany and Switzerland. Whereas there is a more indirect communication style in France, or Spain and Italy. Empathy gaps – being empathetic can be valued differently across countries.

Culture 156

Culture Customer Experience B2B B2C 156

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. The value of customer experience. One of the hardest question that a CEO gets asked from his or her board is to quantify the ROI on CX initiatives. ” It is an irrefutable ask!

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Lumoa

APRIL 24, 2018

new marketing is communication. can support achieving business goals (ROI) and grow or communicate the value that is accrued by a brand due to nurturing a relationship (ROR, Return on Relationship). Jim Tincher Journey Mapper-In-Chief, Heart of the Customer. Conversation: Old marketing was dictation.

System 317

System Effort Score NPS Net Promoter Score 317

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. The ROI is there. as soon as you can.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. How do you make your customer’s important requests stand out from the noise?

Feedback 136

Feedback Net Promoter Score e-support Chief Customer Officer 136

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.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. Financial Linkage of NPS to Business Outcomes (ROI). This blog is a summary of those findings.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Customer Bliss

NOVEMBER 21, 2017

In addition to enhancing the customer experience, are you looking at retention rates and lead conversions? Continue to maintain the balance of improving customers’ lives and proving ROI. Marc: I would rethink how I handled the initial communication with the leaders in the organization.

User Experience 0

User Experience Customer Journeys Customer Experience Chief Customer Officer 0

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table by Rod Cherkas.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

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.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. That starts with the right solutions. .

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

ClearAction

JANUARY 8, 2024

Higher growth, with sustained upward trends, result from customer-aligned organizations. 24 Ways to Boost 2024 CX ROI. Customer-centric organizations respect the hand that feeds them. In your enterprise: Does everyone recognize customers as the source of their budgets and salaries? Business as usual is not ROI-generating!

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Chief Customer Officer 52

Chief Customer Officer Customer Service ROI Social Media 52

Comm100

APRIL 26, 2020

The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?” Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. It can be tricky to isolate the actions that will result in maximum ROI. about creating listening paths of various types.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

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 Journeys 94

Customer Journeys Measurement Report Management 94

Gainsight

FEBRUARY 9, 2022

ROI demonstrated), and advocacy (e.g., You can roll these up into a customer health score and focus the CSMs on improving client health. ROI demonstrated), and advocacy (e.g., You can roll these all up into a customer health score and focus the CSMs on improving client health. These can be tied to adoption (e.g.,

Customer Success 52

Customer Success Chief Customer Officer Sales Report 52

Gainsight

APRIL 27, 2020

Given this, CFOs are increasingly being pulled into conversations around customer success with their Chief Customer Officers, VPs of Customer Success, and other executives. I asked our CS team to revisit the leading indicators they look at—like Deployment, Engagement, Adoption (both depth and breadth), and ROI.

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

ChurnZero

NOVEMBER 27, 2019

Furthermore, while attaching financial value to your product features isn’t always clear cut (or comfortable) , it’s an important part of the customer dialogue. By fully understanding the metrics that matter most to a customer , you’ll be best positioned to demonstrate the value and ROI of your solution. . .

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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 120

Customer Service How To Case Study NPS 120

CustomerSuccessBox

DECEMBER 24, 2021

Highlight the ROI or the value that they received or the positive impact that your product was able to offer. Reimagining the way processes work can tremendously improve customer experience. This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

Gainsight

DECEMBER 15, 2021

As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. . By now, all companies are using customer success in some way. Customers demand it. They need support, communication, and a commitment from their vendors to deliver on the promises made. Increased customer sentiment.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

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. .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

ClearAction

DECEMBER 5, 2023

As changes happen, communicate proactively to manage expectations. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Freed-up Customers also leads to Margin Expansion and Expanded Purchases among Promoters and other customers.

Metrics 62

Metrics Effort Score ROI Policies 62

Customer Guru

MARCH 7, 2018

We wanted to be a capable company where customers come because of the superior customer experience and the quality of the products. This approach helped us comprehend that our final customers were not just big pharmaceutical companies but the patients who are using our products. For me, going over the top might not help.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

CX Journey

FEBRUARY 8, 2017

Don't be fooled by the short descriptor for Phase 3. There's a lot of heavy lifting going on!

Culture 80

Culture Customer Centricity Government ROI 80