Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

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Leadership Customer Experience Customer Centricity How To 259

Lumoa

JANUARY 19, 2023

Set clear start and endpoints for your data collection efforts. In contrast, if you are running a specific campaign and need customer experience data for a limited time, then you should focus your efforts on that period. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

CX Journey

MARCH 17, 2015

Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

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Chief Customer Officer Metrics How To Net Promoter Score 52

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. The traits needed in a chief customer officer.

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Chief Customer Officer Competitive Advantage Effort Score Net Promoter Score 52

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.

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Chief Customer Officer Self Service Effort Score Leadership 52

Gainsight

APRIL 14, 2022

In fact, even if you keep your sales, marketing, and product efforts static, you’d see improvements to your NRR if you invest in customer success. It’s not just your current bottom line that’s affected: NRR is also the top metric that investors look at when making decisions about where to put their money.

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Chief Customer Officer Effort Score Customer Success Analytics 59

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. This made it nearly impossible for anyone to lip-service the idea of customer experience in healthcare. Episode Overview.

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Healthcare Customer Experience B2C Net Promoter Score 0

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

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Metrics How To Effort Score Self Service 98

Customer Bliss

MARCH 24, 2015

If there’s a void, it may be right to consider a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. __ YES there is __ NO there is not. Implementation Tip: This needs to be a group effort. That becomes the role of the Chief Customer Officer.

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Tips Chief Customer Officer Effort Score Leadership 100

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified.

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Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

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Metrics Effort Score ROI Policies 62

Kayako

OCTOBER 23, 2017

For a customer feedback project to begin, get a team’s attention, and close the loop across the business, these are the three areas you must focus on: Assign (or claim) accountability and choose the metrics to track. Close the loop with the customer. Assign accountability for a customer feedback loop.

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Feedback Net Promoter Score e-support Chief Customer Officer 136

Kayako

JANUARY 12, 2017

This is an in-depth interview about the business choice made by startup eero who put customer experience at the center of their business. This in-depth customer quotient study (CQ) will tell you exactly how brands earn trust and respect from their customers. Authenticity Drives a Great Customer Experience , by INC.

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Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Gainsight

APRIL 15, 2022

Customer success is a team effort, more Avengers than Batman. Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . New acquisitions are great, but if the churn rate is too high, it is wasted effort. Length of time as a customer.

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Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. That can be the tricky part.

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Chief Customer Officer Customer Centricity Effort Score Sports 98

Kayako

DECEMBER 3, 2015

Often at senior management level, people want to have owned successful projects that have driven significant material change to key metrics like revenue, profits, churn, satisfaction and so on. For example: Ben wants to hire a new customer support advocate for his team. to 1%, break down what you’ll need to get to 2% and then 1.5%

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Customer Service How To Case Study NPS 120

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric. Q&A Recap.

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Sales Effort Score Chief Customer Officer NPS 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics How To Effort Score Self Service 52

Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team's primary goals is important.

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Customer Success Chief Customer Officer How To Metrics 67

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. A – Attainable.

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Wootric CX Blog

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . 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.

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NPS B2B Net Promoter Score Effort Score 69

ChurnZero

OCTOBER 30, 2020

To create a consistent onboarding experience, irrespective of a user’s onboarding cohort, Olson says Customer Success needs to ramp up automation. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort. “I You can see these companies.

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Customer Success Net Promoter Score Effort Score NPS 93

Gainsight

DECEMBER 10, 2018

How to Calculate 6 Key Customer Success Metrics. This blog post covers the six metrics every Customer Success professional needs to know. You’ll get the lowdown on what to use each metric for, what data you need beforehand, and how to use our Customer Success Metrics Calculator to calculate them.

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Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. Over time, their metrics (i.e. handle times, etc.) showed significant growth.

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Customer Experience Banking Net Promoter Score Call Center 100

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, you should identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team’s primary goals is important.

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Customer Success Chief Customer Officer Metrics Effort Score 56

Gainsight

OCTOBER 13, 2022

Chief financial officers should consider moving from an annual budget to monthly forecasting . Chief customer officers should consider ways to efficiently scale. Chief revenue officers should consider reinvesting in account management. CS, it’s time to own NRR. Invest in digital CS.

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Customer Success Chief Customer Officer Effort Score eBook 52

Eptica

JUNE 17, 2016

When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). I recommend agreeing the metrics early and also ensuring that everyone agrees how they will be measured. What can be built on and what new solutions will you have to deploy?

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Self Service Customer Experience Chief Customer Officer Contact Center 48

Eptica

MAY 30, 2018

. - Companies in the UK with above average scores in the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) saw average revenue growth of 9.1% - laggards just 0.4%. - In the UKCSI brands with CSAT scores of 9/10 or 10/10 saw loyalty rates of 96% and 92% likelihood to recommend.

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Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

Gainsight

DECEMBER 15, 2021

Here are the five ways the 10 New Laws of Customer Success will add value for your business and help you reach your goals over the next 10 years. . New Value-Driven Metrics. You will see it in the way customers talk about the product. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. .

Customer Success 59

Customer Success ROI Effort Score Metrics 59

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

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Effort Score Chief Customer Officer Tips Return on Investment 59

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. We differentiated CHS from CMI this way: Customer Health Score measures the relationship between the vendor and the customer.

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Effort Score Conference Chief Customer Officer Consulting 60

Gainsight

MARCH 9, 2020

If you were building out a CS team from scratch where would you focus your efforts in the first 120 days? How have the metrics evolved over the last few years? Ruben: Early in the advent of this new category and profession, the primary metrics that CS teams were being measured on were Retention (primarily Gross Retention) and NPS.

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Handbook Chief Customer Officer NPS Metrics 52

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. Theodore Roosevelt.

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Customer Service Handbook Customer Satisfaction Loyalty 85

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

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Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team’s primary goals is important.

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Customer Success Chief Customer Officer How To Metrics 40