ECXO

MARCH 11, 2025

Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals. For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives.

B2B 255

B2B Strategy Customer Journeys Net Promoter Score 255

Lumoa

JANUARY 31, 2023

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Customer experience refers to how customers perceive their interactions with your company. Can you say the same about your company? Eliminate company silos 1. How do you stand in that competition?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.

Metrics 195

Metrics NPS Infographics Effort Score 195

InMoment XI

SEPTEMBER 21, 2021

None of this is to say that metrics aren’t important, but companies should remember that they can only reveal so much about why customers may be experiencing an issue or even why they remain loyal to the brand. So, how can companies compensate for this lack of context? And it goes hand in hand with customer loyalty.

Customer relationships 433

Customer relationships Customer Experience Net Promoter Score Effort Score 433

eglobalis

NOVEMBER 12, 2024

Instead of traditional metrics, which often emphasize internal performance, client-centered delivery measures success by how well the project addresses the client’s pain points and aspirations. To implement this, initiate the project with joint planning sessions focused on aligning goals with the client’s strategic outcomes.

Customer Centricity 474

Customer Centricity Strategy B2B Consulting 474

ECXO

MARCH 6, 2025

Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers. Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement.

B2B 314

B2B Customer Journeys How To Effort Score 314

eglobalis

OCTOBER 1, 2024

To truly thrive in today’s business landscape, companies need to foster cross-departmental communication, aligning teams and their objectives toward a unified goal—delivering value to the customer. Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments.

Customer Journeys 391

Customer Journeys Culture Leadership Effort Score 391

ECXO

NOVEMBER 19, 2023

Holistic Customer Metrics for Actionable Insights 6. His research focuses on organizational maturity, design leadership, and customer-centricity. He is a board member at the Swiss design agency Vetica and co-owner of Customer Metrics AG, a company specializing in organizational metrics. Jan-Erik Baars Prof.

Customer Centricity 367

Customer Centricity Metrics NPS Leadership 367

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . Beloved companies do a set of deliberate things to be the kind of company that customers want to be a part of, and employees can’t wait to be a part of.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

eglobalis

OCTOBER 14, 2024

Every company faces unique challenges, and the needs of customers are constantly evolving, making a standardized approach inadequate. The static nature of the pillars does not account for the different challenges companies face in various industries and regions. What about flexibility? The same applies to B2B and B2C.

Customer Experience 388

Customer Experience Customer Journeys Case Study Innovation 388

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Great customer experience means better business results.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! From the company’s perspective, customer success is a strategic asset.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Lumoa

FEBRUARY 20, 2018

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Customer experience refers to how customers perceive the interactions with your company. Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

Customer Bliss

JULY 29, 2021

Bonobos is a really intriguing company; they actually create what they call “guide shops” where you go in and try on the stuff but it’s just for trying it on. Practicing leadership bravery really has to be done with these actions to think about. Choose Leadership Bravery. Did we earn the right to grow?

Leadership 185

Leadership Airlines Customers Measurement 185

Experience Matters

NOVEMBER 14, 2014

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3. The company works on it. I really love one of the company’s tenets, Relentlessly advocate for customers.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

ECXO

OCTOBER 7, 2024

Empowerment lies at the core of your leadership. In today’s world of abundant choices, the role of a CX leader is pivotal in shaping a company’s perception and success. This involves aligning the company’s vision, values, and operations with the goal of delivering exceptional customer experiences.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

GetFeedback

MAY 9, 2019

Customer experience is how your customers perceive their interactions with your company. We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. companies $136.8 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

ECXO

JUNE 11, 2023

On the same day I happened to read this, I came across a post on Facebook going viral about the horrible in store experience of a customer of this company, made even worse by the switched off behavior of the shop assistants and their manager. This example is illustrative for what happens to many companies that set out to be customer centric.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. .

Resources 369

Resources Customer Journeys Video Customer Experience 369

Lumoa

FEBRUARY 9, 2023

At the same time, it is also what most companies are missing. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Brand experience is a very close concept to customer experience, except the latter, refers to how customers reflect on your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience How To Leadership 245

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Companies need to employ multiple sources of information to tell the story of customers lives.

System 317

System Effort Score NPS Net Promoter Score 317

Customer Bliss

OCTOBER 10, 2019

A method for building shared processes and metrics to deliver one-company priority experiences. Rigor in identifying the key priority experience metrics that are elevated to leaders for regular review. CX #leadership Click To Tweet. A CCO Determines How CX Development Looks Within an Organization.

Customer Experience 253

Customer Experience Metrics Leadership Innovation 253

InMoment XI

DECEMBER 3, 2024

Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. Visualize the value of CX efforts and share them with executives.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Lumoa

NOVEMBER 8, 2017

In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability.

Feedback 275

Feedback Net Promoter Score Analytics Metrics 275

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. It is a process and will not happen in one day.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 255

Customer Experience Leadership Innovation Roadmap 255

InMoment XI

NOVEMBER 4, 2021

And with the proper alignment, your company can drive better decisions that will positively impact your customers, employees, and bottom line. Step #3: Design & Assemble CX Leadership. The ideal CX leadership doesn’t look like a single team—it looks like multiple teams overlapping. Or is it somewhere in the middle?

ROI 397

ROI Leadership Industry Customer Experience 397

Customer Bliss

MARCH 12, 2019

Focus on Leadership Through Understanding the Life of the Customer. Jeanne: The whole purpose of CX, of customer experience: it’s leadership. We have these things in our companies called silos that are built for a reason, because we need to be good at a set of things. Will you honor your employees?

Chief Customer Officer 273

Chief Customer Officer Customer Experience Leadership Video 273

Lumoa

JUNE 30, 2022

They might feel frustrated and unhappy because they see huge opportunities for your company that aren’t being capitalized on. While this isn’t something you can achieve completely by yourself, you can do a lot to influence the perception of CX throughout your company. Every company has a huge list of competing priorities.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard. Building Relationships is Key to Survival.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive).

Communication 304

Communication Tips Customer Journeys Customer Experience 304

InMoment XI

AUGUST 19, 2024

Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives. On average, companies focusing on CX see a 2.3X times faster than those that don’t.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Lumoa

MAY 21, 2018

Use the navigation, to move around the post faster To understand things better, we asked around a hundred Customer Experience Directors and Managers, CMOs and Customer Success Specialists on which department s are responsible for Customer Experience in their company, despite the Customer Experience/Success/Support departments.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Lumoa

APRIL 14, 2021

Although it’s evident that customer experience is a good thing to focus on, why is it still such a struggle to link improved customer experience with revenue growth and other operative metrics? Johanna has a long history of working in CX, she has worked in well-known companies such as Nokia and Microsoft before founding Lumoa.

Customer Experience 221

Customer Experience Metrics Net Promoter Score Financial 221

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. Buyers are also often seeking a strategic partnership and thought leadership to help them solve their biggest problems. Investing in experience design is essential for any company looking to drive customer-led growth.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been. Of course, it’s not just one metric. Just starting out?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250