Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

CX 89

CX CX Transformation Government Management Consulting 89

Lumoa

MAY 19, 2020

Finally, in a whitepaper published by Adobe, researchers found that experience-driven businesses outperform the competition in several metrics, including return on ad spend, average order value, and customer retention. Choosing the right CX vendors is a challenge because there are so many options on the market. Explore options.

CX 103

CX CX Transformation Customer Experience Start-ups 103

Comm100

MAY 14, 2021

“Our agents on the front line are more than just customer support” , Shep Hyken , customer service and experience expert, agrees. Perhaps another, better title might be customer retention expert, or revenue enhancement specialist. A good customer support agent is all of that, and more. Maybe even brand evangelist.

Customer Experience 59

Customer Experience Contact Center CX Transformation CX 59

1 to 1

DECEMBER 13, 2021

Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy. There are many ways to begin measuring your CX program. Consider adding Voice of Customer (VoC) , analytics , interviews, and polls to your arsenal of feedback tools.

CX 26

CX Customer Journey Map Customer Retention VOC 26

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice.

CX 48

CX Social Media NPS Customer Loyalty 48

Customer Bliss

SEPTEMBER 13, 2018

Kathy has mapped three different journeys to better understand how customer onboarding, win-back strategies, and loyalty programs impact the business and the customer’s journey. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs.

Customer Journey Map 71

Customer Journey Map Customer Retention CX Transformation Customer Feedback 71

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132