Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Flavio Martins is the EVP of Operations and EVP of Customer Support at DigiCert, Inc.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Customer Guru

MARCH 7, 2018

Next, we mapped the entire customer journey at each of the 12 sites to identify the current customer and business issues and, subsequently, every site undertook projects to help enhance customer experience. Gradually, the positive changes were seen: things changed, the way we handled customer visits at our site changed.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience 97

Customer Experience B2B Management B2C 97

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. 15% targeted solely B2C clients. 14% had never used NPS at all.

B2B 52

B2B Surveys B2C Metrics 52