eglobalis

JUNE 27, 2024

Return on Investment (ROI): Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved. Net Promoter Score (NPS): Measures customer loyalty by asking how likely customers are to recommend your company to others.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

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. Instead, frame CX initiatives in terms of ROI as well as Lynn Hunsaker often writes about.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

JULY 29, 2024

Customer Retention Rate : Tracks the percentage of existing customers who continue to do business with you over a specified period. Return on Investment (ROI) : Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage B2C 85

Customer Bliss

OCTOBER 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer. Click To Tweet.

ROI 120

ROI Chief Customer Officer Financial Video 120

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. I’m a bit of a Jack Welch fangirl!

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. In order to drive your CX work, you and your CCO have to be on the same page.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Manage priority experience processes proactively to earn customer growth.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Gainsight

DECEMBER 16, 2021

What’s the ROI of Customer Success?”. If you want to start a fight (or at least a spirited debate) at a Customer Success conference, yell the following question and run out of the room: “Should CSMs own renewals?”. “Not everything that counts can be counted, and not everything that can be counted counts.” . – Your CFO.

Chief Customer Officer 72

Chief Customer Officer Customer Success Sales Conference 72

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. He or she tracks the data that proves the ROI of CX works. While there’s no magic answer, there are some proven principles to follow. First, there should be a centralized CX function in your organization.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

Customer Centricity 75

Customer Centricity ROI Measurement Chief Customer Officer 75

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

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 Self Service Effort Score Leadership 52

BlueOcean

JANUARY 9, 2018

Here’s why: out of all available contact center tools, AI and chatbots are expected to gain the 3 rd highest ROI, after website capabilities and mobile applications. Check out our latest case study about our custom integration between a client’s IVR system and cloud-based ticketing system. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

C3Centricity

MAY 11, 2020

Once the board has endorsed the initiative, the every-day leadership should be handled by someone who exemplifies customer-centricity and has a passion for customer delight. According to this article in Forbes, the responsibilities of a CCO are to: Bring The Customer To Life. It makes both business sense AND customer sense.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Gainsight

APRIL 14, 2022

Here are five important recommendations that Chief Customer Officers should focus on to drive net revenue retention: 1. Demonstrate the ROI to Increase Corporate Spend in CS and CS Ops teams. Companies that invested 10 percent of revenue in customer service saw the highest NRR.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

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. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. This was a major improvement within their culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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

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

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. These metrics are about what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

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

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

Wootric CX Blog

JANUARY 6, 2021

Guided by input from our customers, we invested in omni-channel feedback collection, AI-driven customer journey analytics, and native integrations with the modern tech stack — all the while staying true to the flexible, lightweight, user-centric approach to CX improvement that businesses expect from Wootric. .

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

CCO Council

APRIL 16, 2014

For the last four years, I have examined the role of the Chief Customer Officer to understand the context within which CCOs are functioning and the future of the role, specifically as these relate to the development and execution of potential CCO career strategies. The average chief customer officer tenure increased again to 34.5

Study 74

Study Chief Customer Officer Fashion ROI 74

Customer Bliss

NOVEMBER 3, 2016

If you are regularly engaging leaders in a customer room, the customer analysis can flow from there — and, as an additional bonus, the silo structure that often stunts growth can fade away. The power of the customer room: Visual storytelling. The customer room is set up as an experience.

Analysis 100

Analysis Customer Journeys Chief Customer Officer ROI 100

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). Calculating the ROI of Chatbots. Why Chatbots? Chatbots look good on paper.

Chatbots 169

Chatbots Self Service ROI Contact Center 169

ClearAction

MAY 25, 2023

Author Lynn Hunsaker is Chief Customer Officer at ClearAction Continuum: virtual mentoring for automatic experience excellence. ClearAction Continuum newsletter : weekly CX ROI lesson and roundup of what’s new and upcoming. Article originally published on LinkedIn.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

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

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.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Guru

DECEMBER 13, 2017

Referring to the CX Network research cited above, it confirms that building a customer-first culture, linking CX initiatives to ROI, and understanding the customer are the top three challenges faced by companies in 2017. The value of customer experience. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

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 Bliss

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 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

CX Journey

NOVEMBER 6, 2014

Is yours a standalone, office of the Chief Customer Officer organization or bundled within another function like marketing, general business intelligence, or customer support? A vendor can also assist with an ROI model that helps justify your CX budget. Terrain Knowledge Q.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Lumoa

APRIL 24, 2018

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). Andrew McFarland Senior Vice President, Chief Customer Officer at Black Box. You risk completely overlooking the People. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

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