GetFeedback

JANUARY 19, 2020

Output from Advisor council meeting. Customer service agent notes and messages. Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people. .

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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. Increasingly, brands understand the importance of the customer.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Answer Dash

APRIL 16, 2019

Clarity is created by reframing corporate objectives in this way: To meet our customers’ expectations for X, our financial stretch goal is Y. This provides customer experience context. Meeting or exceeding expectations is the prerequisite for attracting and keeping customers and expanding their lifetime value.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Examine your customer activity and the intention behind it.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57