ChurnZero

MAY 29, 2020

Looking at gross revenue retention, if 50% of your customers churn, but you have 90% logo retention, consider the amount of work that’ll be required to maintain or increase revenue. . For the formula and examples, see Churnopedia entry: Net Revenue Retention (NRR). . Customer Lifetime Value.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ShepHyken

NOVEMBER 29, 2022

Creating Amazing Experiences that Make Customers Come Back (Again and Again) . Shep Hyken interviews Dominic Constandi, client services and customer success leader and Chief Customer Officer at ZoomInfo. First impressions are Moments of Truth that set the tone for the customer’s journey. ” .

Chief Customer Officer 33

Chief Customer Officer Airlines Customer Service Customer Experience 33

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

AWS Machine Learning

FEBRUARY 10, 2025

In this example, we start with the data science or portfolio agent. Gordon Campbell, Co-Founder & Chief Customer Officer at RDC RDC envisions generative AI playing a significant role in boosting the productivity of the banking and credit industry. However, we envision many more agents in the future.

Chief Customer Officer 88

Chief Customer Officer Banking SaaS Engineering 88

Beyond Philosophy

OCTOBER 21, 2021

This definition means a customer-centered organization should have excellent contact centers, intuitive digital interactions, a brilliant social media presence, and an outstanding customer relationship management (CRM) system. . As an example, the organization should also have: Empowered staff who can own customers’ issues.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Sykes

APRIL 29, 2020

Here are four key questions a Chief Customer Officer (CCO) should seek answers to in the face of continuing disruption. . Question 1: How Should We Interact with Our Customers Going Forward? . The post Four Critical Questions Chief Customer Officers Should Ask appeared first on SYKES.

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

Sykes

APRIL 29, 2020

Here are four key questions a Chief Customer Officer (CCO) should seek answers to in the face of continuing disruption. . Question 1: How Should We Interact with Our Customers Going Forward? . The post Four Critical Questions Chief Customer Officers Should Ask appeared first on SYKES.

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

Peter Lavers

JULY 7, 2015

A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). The remaining two sessions covered customer-centric strategy development and the transformational journey.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. In my example above, the agent immediately identified my sense of urgency.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Aspect

MARCH 17, 2020

Airlines, health care, communications and banking are just some examples of the many industries that impact our lives every day. Aspect and many of our customers play an important role in making forward progress in the face of this adversity. Ed Berndt, our Chief Customer Officer, will post further details around our plans.

Chief Customer Officer 124

Chief Customer Officer Airlines Banking Contact Center 124

Callminer

FEBRUARY 4, 2021

Give them examples of social engineering attempts they may experience, such as rushed mothers, private customers who don’t want to share information, etc. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At Show them how easy it can be to allow someone to access the wrong information.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

MAY 12, 2021

For example, 94 percent said their most significant concern was understanding and acting on these changing customer behaviors. For example, one of Verint’s customers is one of the largest hardware computer companies in the world, and they use an online interactive virtual assistant system.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

Toister Performance Solutions

FEBRUARY 4, 2020

Customer Experience futurist, Blake Morgan, recently wrote an article for Forbes titled, " The Case Against a Chief Customer Officer." Unfortunately, data and examples were slim. So I decided to find some data, or at least a few examples, that could answer whether having a CXO makes sense.

Chief Customer Officer 82

Chief Customer Officer Customer centricity Advertising Government 82

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. For example, companies in our research success group (those that have the highest measured success rates for revenue, cost and customer ratings changes) are increasing agent compensation by 28.4%.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

Netomi

JUNE 18, 2023

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on June 18th, 2023 Customer centricity. Customer obsession. Customer focus. In this post, we’re answering questions like: What is customer centricity?

Customer centricity 52

Customer centricity Chief Customer Officer CRM Personalization 52

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. Bell, author of The 9½ Principles of Innovative Service.

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

Serenova

DECEMBER 4, 2019

For example, screen pops can recommend when to ask for a sale or escalate to a supervisor. Customer contextual analytics: Tools that deliver real-time analysis to help agents make on-the-spot decisions, recommendations and changes to their approach. At the same time, it can alert a supervisor about an upset customer.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. For example: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Help Scout

SEPTEMBER 14, 2021

Customer service is also important for small businesses because it opens a direct line of communication with customers. Those conversations can lead to product breakthroughs and insights — or even reveal a new customer segment you didn’t know existed. 5 strategies and 13 tips for small business customer service.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

ChurnZero

JANUARY 13, 2023

As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before. The post-sales customer journey will also become more intelligent as organizations accelerate their use of cutting-edge data and technologies. Rod Cherkas , CEO, HelloCCO.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For example, slowly creating a training program for new CSM onboarding, or creating best practices, deeper knowledge and product management relationships on an aspect of our product. NH : We were like this for a long time.

Chief Customer Officer 108

Chief Customer Officer Best practices Accountability Feedback 108

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. Without feedback, you can’t understand customers’ perceptions and make plans to improve. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Eptica

SEPTEMBER 3, 2015

Make customer service part of the culture Creating a strong customer service culture within an organization has to start with the top management who can set an example to everyone else. Explain to people what they can do to support customer service as part of their individual job roles.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. What does customer experience look like inside ChurnZero?

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 60

Chief Customer Officer SaaS Engineering Customer centricity 60

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Chief Customer Officer 59

Chief Customer Officer Construction Surveys Customer Support 59

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.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Customer Centric Support

MARCH 6, 2017

Customer service can nearly always make a positive impact on sales and marketing challenges. Helping the organization achieve a more consistent brand voice is an excellent example. Read “Chief Customer Officer 2.0”

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. While at McAfee, Jason built a reputation as an industry leader in customer support and operations.

Surveys 59

Surveys Chief Customer Officer Feedback Customer emotions 59

ChurnZero

JULY 2, 2021

In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples. NRR reflects your ability to retain and expand customers. Over time, your customer base becomes more diverse and has more opportunities to churn.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

Quadient

JULY 17, 2017

Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Here are some examples of what these individuals have had to face, and how they dealt with each situation.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Customer Experience Marketing 52

Help Scout

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Elevate your service teams: Include your customer service leadership at the highest levels, perhaps through a Chief Customer Officer-type role. Report on customer service metrics to your board.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Etech

DECEMBER 10, 2017

Lead by example and remember that attitude is everything. Well trained agents tend to be satisfied agents who then deliver excellent customer service. This blog was written by Etech’s Jim Iyoob, Chief Customer Officer. Lead from the Front: Train your agents to excellence by providing excellent leadership.

Call Center 67

Call Center Chief Customer Officer Customer centricity Surveys 67

Amity

APRIL 7, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have? Should we have a Chief Customer Officer.

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

Mindtouch

JUNE 12, 2019

The moment of purchase could be minutes with a few clicks to a couple of hours (for example, in a car dealership). However, according to Harvard Business Review , 81% of all customers attempt to take care of matters themselves before contacting a live representative. Optimizing for search is essential.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78