Alida

MARCH 10, 2017

Ongoing customer engagement needs to be a component of your CX program. The call to “improve the customer experience” is a nebulous one. CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. There is nervousness about picking a specific Net Promoter Score (NPS) number, which makes sense as we have yet to establish a benchmark. We now have united our approach company-wide.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

ChurnZero

MAY 29, 2020

For the full definition, see Churnopedia entry: Health Scores. To learn the top factors that comprise a strong health score, check out our Health Scoring Cheat Sheet. . Net Promoter Score®. For the full definition and formula, see Churnopedia entry: Net Promoter Score®.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ).

System 317

System Effort Score NPS Net Promoter Score 317

Lumoa

JANUARY 19, 2023

A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. To the list by Thompson, we believe it is worth adding the Net Promoter Score, which many consider the gold standard to measure Customer Experience.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ChurnZero

MARCH 10, 2021

Consistent with APPEALIE’s software awards methodology, Employee Net Promoter Score (eNPS)-like data points were incorporated along with each executive’s specific accomplishments. . SaaS Customer Success Leader Award Winners. Alex Dingley, Customer Success Director – WorkZone.

Net Promoter Score 98

Net Promoter Score Chief Customer Officer Leadership NPS 98

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 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.

Chief Customer Officer 52

Chief Customer Officer Competitive Advantage Effort Score Net Promoter Score 52

Customer Bliss

MARCH 28, 2018

Be wary of generalized average customer satisfaction scores or generalized average Net Promoter Scores. Invest deeply in listening to your customers, both programmatically and personally, and design your solution with a target in mind. Implementing a Customer Success Strategy is a Cultural Transformation.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

AUGUST 9, 2018

Posters are placed around the room to explain what the customer experience is and how to look at the three pillars of value, ease, and delight. A display of how everything is measured (Net promoter score). Customer Room is open for a week during each quarter, anybody can come and go as they please. How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Experience Investigators by 360Connext

MARCH 8, 2018

A formal CCO (Chief Customer Officer) or CEO (Chief Experience Officer) is not important by title, but by the role they play in connecting the departments and employees of a company to create a unified, effortless, distinguished customer experience. You’re in charge of #CX!'”

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

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.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. We have built a customer insights platform that enables companies use their feedback as a strategic asset to enable growth and disruption from within.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

Wootric CX Blog

JANUARY 6, 2021

Seven years ago, we founded Wootric with a mission to empower customer-centricity in every organization through modern, always-on CX improvement. We launched with a high-response in-app microsurvey and quickly disrupted a dated approach to gathering and responding to Net Promoter Score feedback. .

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. The Standard Net Promoter Score Question [an 11-point scale question]. The Reason Why Question [an open-ended question]. This blog is a summary of those findings.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

ECXO

MARCH 6, 2025

Ideally, the CEO and other senior leaders champion the effort, making it clear through their actions and priorities that customer experience is not just a frontline issue but a strategic, company-wide imperative. Metrics and Measurement for CX Success Using the right metrics is crucial in a CX transformation.

B2B 314

B2B Customer Journeys How To Effort Score 314

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?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

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. ” At the same time, the key metrics for senior leaders were tied into NPS (net promoter score). Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

ShepHyken

FEBRUARY 11, 2019

(CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.)

Net Promoter Score 60

Net Promoter Score Chief Customer Officer Customer Service NPS 60

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

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. At Lifesize, she was initially VP of Customer Care.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

ChurnZero

JANUARY 3, 2020

The Satisfaction Score is based on end-user satisfaction with the product, popularity, statistical significance (number of G2 reviews), quality of reviews receives, age of reviews, overall customer satisfaction, and Net Promoter Score on G2. Really, this is a testament to our Product and Customer Success teams.

Report 69

Report Customer Success Net Promoter Score Chief Customer Officer 69

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. And those are the things you’re responsible for fixing.”.

Feedback 136

Feedback Net Promoter Score e-support Chief Customer Officer 136

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

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.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Customer Bliss

MARCH 8, 2018

She transformed the Customer Experience division into an open, collaborative and customer focussed organisation with a significant shift to a customer based culture and delivered a high profile Net Promoter Score programme to the Sure business and then as the Group lead on customer experience within the Batelco Group.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

ChurnZero

AUGUST 23, 2019

The Satisfaction Score is based on end-user satisfaction with the product, popularity, statistical significance (number of G2 reviews), quality of reviews receives, age of reviews, overall customer satisfaction, and Net Promoter Score on G2.

Software 56

Software Report Customer Success Net Promoter Score 56

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

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Wootric CX Blog

JULY 1, 2020

The integration between Wootric and Freshworks’ omnichannel helpdesk, Freshdesk, enables businesses to immediately trigger a personalized Wootric microsurvey upon the closure of a customer support case or other event captured in Freshdesk. This customization boosts response rates and improves the quality of the feedback received. .

Net Promoter Score 52

Net Promoter Score Chief Customer Officer Effort Score Touchpoint 52

Beyond Philosophy

OCTOBER 21, 2021

He implores the Customer Experience leaders to make sweeping changes to training initiatives that emphasize practical applications instead of high-minded theories. . Also, executive boards Mead works with have no idea of the reality of their customer journey. Few companies have a Chief Customer Officer.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

CRM 65

CRM Technology Data Net Promoter Score 65

ChurnZero

JANUARY 22, 2021

The big mistake there – and this is if there are any VPs, managers, Chief Customer Officers – you have to know if your team is motivated by money, and I’m telling you most people are not. Customer Success Around the Web.

Sales 98

Sales Net Promoter Score Chief Customer Officer Culture 98

Gainsight

DECEMBER 10, 2018

Synecdoche and SaaS: What Title Should the Customer Success Leader Have? Customer Success leaders go by many names—VP of Customer Success, Director of Account Management, Chief Customer Officer, and so on. Customer Success Slack Channel. Helpful for individual contributors and leadership alike.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Kayako

DECEMBER 3, 2015

For example: Ben wants to hire a new customer support advocate for his team. Ben’s Chief Customer Officer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it.

Customer Service 120

Customer Service How To Case Study NPS 120

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. . Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric.

NPS 69

NPS B2B Net Promoter Score Effort Score 69