ClearAction

APRIL 17, 2019

Yet it’s profitable — “Over a 10-year horizon, FoEs (firms of endearment) outperformed the Good to Great 1 companies by a 3.1-to-1 and can do seemingly contradictory things such as pay high wages, charge low prices, and get higher profitability.”. Customer-centered management is straightforward business sense. “A

Non-Profits 69

Non-Profits Customer Experience Management Start-ups Gaming 69

ClearAction

JANUARY 10, 2018

“They actively align the interests of all stakeholder groups, not just balance them … and can do seemingly contradictory things such as pay high wages, charge low prices, and get higher profitability.” Each executive who reports to the CEO plays a mission-critical role in customer-centricity DNA. Like attracts like.

Non-Profits 71

Non-Profits Start-ups Voice of the Customer Customer Experience 71

InteractionMetrics

APRIL 12, 2016

Second, many companies—in spite of their banners and slogans pledging their customer focus—just aren’t that focused on customers and their experiences, because in the short term, it can be difficult to see how customer research is profitable. It also requires protocols for: • Filtering out non-codeable text.

Text Analytics 45

Text Analytics Non-Profits Customer Survey Actionable Insights 45

PeopleMetrics

APRIL 28, 2015

Squeezed profit margins, declining fee income, the need to invest in ever advancing mobile and ATM technology, branch upgrades, and comply with new regulations all contributed to their demise. In 2014, the most likely reason a customer is in the branch is to resolve an issue. Who are our customers?

Customer Experience 79

Customer Experience Non-Profits Voice of the Customer Innovation 79

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. The leading metrics that ensure you’re on track to accelerate profitable growth. Many Customer Success teams measure their performance via customer retention and expansion rates.

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

ClearAction

NOVEMBER 26, 2017

Marketing Operations provokes continuous innovation through business intelligence, voice of the customer, process, company-wide involvement. A nifty looking dashboard is useless if its output is questionable or non-actionable. Driving business intelligence, innovation, growth, customer experience, change = clout.

Non-Profits 70

Non-Profits Compliance Innovation Technology 70

CX Journey

FEBRUARY 27, 2015

I''m talking about personas, journey mapping, and voice of the customer. Some posts I''ve written related to this Sin include: What''s the Cost of Listening to Customers? Does It Pay to Listen to the Voice of the Customer? Do You Know Who Your Customers Are? Everything starts with the customer.

Customer Experience 86

Customer Experience Government Non-Profits Close the Loop 86

SurveySensum

JULY 2, 2023

If you keep your customers satisfied, they will keep coming back to you and can even refer you to others. And according to HubSpot , customer-centric organizations that focus more on satisfaction are 60% more profitable than others. So, how are you measuring the satisfaction level of your customers?

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Customer Bliss

JULY 7, 2016

This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. . We will continue to add both business-to-business and business-to-consumer senior customer experience leaders each week.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Intercom, Inc.

SEPTEMBER 2, 2020

In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few.

Non-Profits 190

Non-Profits Customer Retention Customer Loyalty Customer Satisfaction 190

Intercom

AUGUST 2, 2023

Understanding customers’ ultimate purposes and jobs to be done allows you create more accurate customer segmentation in order to meet and exceed expectations. To tackle churn, you need to target the ideal customer profiles, set the right expectations, and engage non-customer-facing groups to address CX challenges.

Innovation 52

Innovation CX Non-Profits AI 52

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. Jo Boswell – Customer Experience Innovator, Board Advisor, Executive Coach, CX Influencer. LinkedIn : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

ClearAction

JANUARY 20, 2020

You’ll reap higher value in perpetuity: customer experience annuities. As you remove hassles you’ll build customer trust. Profitability (cost savings) is the best path to CX-inspired growth. Customer-facing roles communicate or deliver value. Non-customer-facing groups create or limit value.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

You’ll reap higher value in perpetuity: customer experience annuities. As you remove hassles you’ll build customer trust. Profitability (cost savings) is the best path to CX-inspired growth. Customer-facing roles communicate or deliver value. Non-customer-facing groups create or limit value.

CXM 90

CXM Non-Profits Close the Loop CX 90

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. Core-Growth Customers: Some customers are more profitable than others.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Customer Bliss

AUGUST 9, 2016

She advises the agency’s Chairman and senior staff on strategies, governance practices, performance measurements, and customer data monitoring protocols that help the agency understand and respond to customers. ” Ask for array of resources: Money for surveys and voice of the customer work is a big example here.

Government 0

Government Customer Experience Non-Profits Close the Loop 0

ClearAction

FEBRUARY 26, 2015

Use icons and color-coding as shorthand to save space in conveying the customer experience, in order to make space for the "so what" Over time, super-impose other business intelligence on the map, such as quantification of the problem/consequences to all parties, customer ratings from other voice-of-the-customer sources, etc.

Customer Journey Map 109

Customer Journey Map Customer Experience Non-Profits Voice of the Customer 109

ClearAction

DECEMBER 31, 2017

That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers. how to be in-sync with customers? So what’s the recipe for it?

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

Intercom, Inc.

SEPTEMBER 8, 2021

I actually thought I would end up in the non-profit world, but I was taking some courses at university, and this wonderful speaker who happened to be the CEO of a company called Eventbrite came down and spoke to us. What are your non-negotiables when hiring salespeople? And I just thought he was great. Maggie: Yeah, absolutely.

Sales 118

Sales Start-ups Non-Profits Finance 118

Qualtrics

FEBRUARY 26, 2019

It doesn’t always have to be a direct selling model for customers. I will say though, on the voice of the customer and the customer research side, there’s not a business unit in Dun & Bradstreet that we don’t work with. I love that. This is really close to my heart.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

SurveySensum

FEBRUARY 10, 2022

Reach out to the non-respondents personally. For those who have given us a lower score, we follow up on them to know the reason behind and we use Voice of the Customer to improve our customer service. Non-Respondents. Non-respondents are the most important yet most ignored segment that NPS does not include.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Reach out to the non-respondents personally. For those who have given us a lower score, we follow up on them to know the reason behind and we use Voice of the Customer to improve our customer service. Non-Respondents. Non-respondents are the most important yet most ignored segment that NPS does not include.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

ClearAction

AUGUST 13, 2019

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

Customer Experience 48

Customer Experience Non-Profits Customer Journey Map Customer Expectations 48

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. So I don’t have all the answers. Sofia: Yeah, exactly.

CX 83

CX Start-ups Customer Experience NPS 83