Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. can cause a costly customer experience snafu. What is Customer Experience Value Creation? (4-point

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

C3Centricity

JULY 16, 2018

Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really? What do they think about your advertising?

Advertising 87

Advertising Customer centricity Marketing Metrics 87

CSM Magazine

OCTOBER 15, 2018

Real effectiveness is about providing agents with the right environment to give customers what they really want (fast, accurate answers to their problems first time around) while maximizing resources as cost-effectively as possible. Metrics that matter. Most make the mistake of developing a set of metrics that focus.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 60

Customer Service Advertising Call Center Scripts 60

Real Blue Sky

APRIL 6, 2022

Employees want to work for an organization with a clear mission and customer-centric values. clear goals and metrics. Airbnb took this to heart when they hired Mark Levy as the Global Head of Employee Experience in 2013. Employees crave a work experience that contributes to their sense of fulfillment. tools and training.

Airlines 52

Airlines Morale Customer centricity Customer Experience 52

Amity

OCTOBER 31, 2016

It starts with the engineering team: we want to build a product that doesn’t need us to tell the customer how to use it to be successful. So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform.

Coaching 0

Coaching Upselling Engineering Marketing 0

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. These CS organizations will focus on generating a consistent customer health score that will be reviewed regularly at the executive level.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

aircall

MARCH 19, 2021

What makes it scarier are the news headlines reporting about data privacy breaches that result in business losses, customer distrust, and lawsuits, among other things. In 2013, Adobe had reported that people were able to hack their system. Thieves stole about 3 million customers’ credit card information and login data.

Sales 62

Sales CRM Marketing Best practices 62

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success.

SaaS 52

SaaS B2B Upselling Metrics 52

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Many look to the company for ways to improve customer retention. Besides tracking your staff’s performance, this also allows you to monitor customer satisfaction levels (and find ways to improve both).

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. And, as its mode of operation broadens and becomes more proactive, its success will have to be measured by new metrics, reflecting its critical role in overall business performance.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Case in point—How many more articles are necessary to explain NPS?

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer SaaS Customer centricity Coaching 21

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Kristen Hayer.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

MAY 11, 2021

Customer Centricity. Another aspect or strategy that drives hypergrowth is customer centricity. This is by actively listening, incorporating customer feedback and more into product development. Use data and metrics available to make the best of customer information. Scalable Business Systems.

SaaS 10

SaaS Customer centricity Upselling Metrics 10

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. In 2013, Sequoia joined us as an investment partner and in 2015, India Value Fund, which is now called TrueNorth invested in us.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. The biggest challenge is aligning the organization towards the goal of customer centricity.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Pointillist

AUGUST 18, 2021

And 41% of CX teams said that the top barrier to quantifying CX ROI is that CX metrics like NPS and CSAT are difficult to translate into revenue and costs. The metrics are really outcomes. And so we find that the correlation of those metrics is part of the story. We don’t need to create new metrics here, right?

Education 40

Education Metrics Marketing Journey mapping 40