ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience 97

Customer Experience B2B Management B2C 97

Nicereply

FEBRUARY 25, 2020

When it comes to knowing what customers really want, data can be illuminating. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. What does this mean for you?

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Talkdesk

APRIL 3, 2020

The sudden shift to remote work has created complex challenges for customer experience leaders, especially those who still rely on on-premises contact center technology. A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace.

Chief Customer Officer 58

Chief Customer Officer B2C Government Contact Center 58

Lumoa

APRIL 24, 2018

Creating a better business that delivers more value to customers is the real point. As recent industry surveys show, NPS scores don’t reward companies that ‘game’ the system. Adam Toporek Customer Service Expert, Speaker and Author. NPS surveys (as well as many other feedback mechanisms) are self-selecting.

Consulting 126

Consulting Consulting Metrics Feedback 126

Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

B2B 52

B2B B2C Surveys Metrics 52

Customer Guru

MARCH 7, 2018

A testimony to this is a recently held DCAT event in New York, where each and every one of our key customers said that CX is the key differentiator for Piramal. Customers found that the way we follow up with them is immensely valuable. The customers valued this very much. I think they are just the same. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52