Remove Chief Customer Officer Remove Employee engagement Remove Metrics
article thumbnail

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

article thumbnail

Creating World-Class Customer Experience Teams

ClearAction

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" Customers First, or Employees First ?

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

Personas can be developed based on customer goals, demographics, and other characteristics that may influence behavior. . Stacy Sherman, director of customer experience & employee engagement at Schindler Elevator Corporation (U.S.), Best Metric: CSAT. Best Metric: CSAT. Best Metric: CES or CSAT.

Surveys 146
article thumbnail

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

article thumbnail

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience.

article thumbnail

The Ultimate Guide: How to Build a Customer Experience Department

Lumoa

Project management, to ensure that projects are well organized, completed on time and meet key metrics. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. In some cases, the two roles might be combined though.

article thumbnail

Webinar Q&A Recap: The Post-Sale Ecosystem

Education Services Group

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric. Q&A Recap.

Sales 52