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 SaaS Sales Upselling 52

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chief customer officer is usually responsible for everything that happens post-sale.

Chief Customer Officer 52

Chief Customer Officer SaaS Self service Sales 52

CX Journey

MARCH 17, 2015

Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator?

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. By Patricia Ballantyne. Think of Amazon.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Did you know there are at least 10 silos impacting customer experience?

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Callminer

FEBRUARY 4, 2021

Despite the pandemic, customers have retained the expectation that if they call you, you’ll be there for them. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. If human connection and empathy is central to the customer experience, the ultimate objective is answering the call.

Call Center 345

Call Center Contact Center Finance Consulting 345

8x8

FEBRUARY 22, 2018

And, customer complaint metrics are markedly better as well. For enterprise-size businesses, you have an ally in your Chief Customer Officer or Customer Experience Officer. Use metrics and statistics. So, how to proceed? Assess the approach that will work best in your company.

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

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. Gold metrics are the key to multiplying value.

Metrics 48

Metrics Chief Customer Officer Morale Customer retention 48

CX Journey

SEPTEMBER 20, 2016

We all know how detrimental silos can be not only to the customer experience but also to an organization. When the organization is siloed, information is not shared, the cross/multi/omnichannel experience is a mess, and the organization as a whole is not really focused on the end game. Journey maps.

Customer Experience 79

Customer Experience Journey mapping Government Chief Customer Officer 79

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Below is a breakdown of these key roles and their primary responsibilities: .

Chief Customer Officer 127

Chief Customer Officer Coaching Accountability Surveys 127

Contact Center Geek

MARCH 7, 2018

One thing that is still very common is the practice of putting most of the metric goals on the backs of the front line contact center team members. There’s a better way: stop using AHT and Adherence as team member performance metrics. There’s a better way: stop using AHT and Adherence as team member performance metrics.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Build a profitable customer experience.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Lynn Hunsaker.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Kayako

JANUARY 12, 2017

And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017. The Customer Delight Playbook , by Sujan Patel.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. As a result, CX leaders are revamping the agent experience with better compensation plans, compelling career paths and better technology capabilities. Chief Customer Officers have been laser-focused on analytics.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Share stories of their success.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Craig Dalton , Planview, VP of Customer Experience, @Planview, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

8x8

FEBRUARY 22, 2018

And, customer complaint metrics are markedly better as well. For enterprise-size businesses, you have an ally in your Chief Customer Officer or Customer Experience Officer. Use metrics and statistics. So, how to proceed? Assess the approach that will work best in your company.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

And, customer complaint metrics are markedly better as well. For enterprise-size businesses, you have an ally in your Chief Customer Officer or Customer Experience Officer. Use metrics and statistics. So, how to proceed? Assess the approach that will work best in your company.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. Published on: June 17, 2016.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

ChurnZero

APRIL 13, 2020

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer, Chief Customer Officer at ChurnZero. ChurnZero is headquartered in Washington, D.C.

Consulting 98

Consulting Consulting Chief Customer Officer Construction 98

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. The use of analytics is becoming a must-have in any CX strategy—the question is how pervasive will the tools be and to what extent they will act on the data to improve metrics.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Clarabridge

MARCH 15, 2017

Even in organizations with a dedicated Chief Customer Officer, the role of the contact center in the customer experience is sometimes overlooked. Contact center managers tend to have an operational mindset, with a focus on individual efficiencies and performance metrics. Work across departments.

Contact Center 53

Contact Center Customer Experience Chief Customer Officer First call resolution 53

Help Scout

SEPTEMBER 14, 2021

Research shows that a customer is four times more likely to switch to a competitor if their issue is service related, as opposed to product or price related. Conversely, 86% of consumers say a good customer experience can turn them from a one-time buyer to a loyal customer. Tip #1: Don’t worry if it doesn’t scale.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. At our company’s leadership summit, I was inspired to hear our leaders on the stage saying with equal voice how important customer experience is alongside with with revenue growth and innovation.”

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

Education Services Group

APRIL 13, 2020

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer , Chief Customer Officer at ChurnZero. ChurnZero is headquartered in Washington, D.C.

Consulting 89

Consulting Consulting Chief Customer Officer Construction 89

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Published on: July 26, 2017.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising. Yes, it’s important.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71