GetFeedback

AUGUST 14, 2019

Goal 2: Coach employees. Using this to coach employees and share how to improve their feedback will help improve the experience overall for future customers. . Customer journey mapping and CSAT scores: a satisfying match. Review and benchmark CSAT at several points along the journey. It’s truly a win-win.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “I’m calling it now,” says CS management coach Ryan Johansen. It’s an exciting time to be in customer success.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. Apart from being an author, Kerry is also a renowned speaker and an insightful coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

NOVEMBER 22, 2021

Customer Success Budgeting Best Practices and Lessons Learned. This article is adapted from an in-person workshop presented by Kristen Hayer , Founder and CEO of The Success League , at BIG RYG , ChurnZero’s annual Customer Success leadership summit. Customer Touchpoint/Journey Map (also referred to as a Playbook).

Benchmark 98

Benchmark Finance Best practices Sales 98

ClearAction

OCTOBER 2, 2017

Think of yourself as coach of a sports team to draw inspiration for your storytelling role. Do this in a workshop environment where a cross-functional group of long-timers and newcomers among your employees who are particularly savvy about the issue topic in day-to-day management. Use it for presentations of all types.

Customer Experience 78

Customer Experience Journey mapping Management Customer centricity 78