Chief Customer Officer Customer effort Personalization Sales 
ChurnZero
MARCH 28, 2023
Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.
Pointillist
JUNE 6, 2018
I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I have seen CX teams stem from Sales because the Head of Sales realizes that retention is just as important as—if not more than—acquisition. Annette: It’s a mixed bag.
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Mindtouch
AUGUST 21, 2019
Customers, on the other hand, might seek information within their product (in-product contextual help content ), using Google, or through a company’s website and chatbot interface. Customer Effort Score (CES) , which measures how easy it was for customers to find what they were looking for, or to resolve an issue.
Netomi
APRIL 7, 2023
With an ever-expanding customer base, WestJet’s Chief Digital and Innovation Officer Alfredo Tan realized that the airline needed to embrace innovation whole-heartedly in order to keep up with customer expectations for personal and convenient support. This is why they started implementing Customer Effort Surveys.
Customer Guru
MARCH 7, 2018
Could you tell us a bit about your personal story that led to you building a career in Customer Experience? I would always try to make a customer’s onboard experience comfortable; sometimes just a cheerful smile can go a long way. Is there any personal experience which really wowed you? by Jeanne Bliss.
Kayako
OCTOBER 23, 2017
Assign accountability for a customer feedback loop. For example, sales teams are accountable for their leads. Instead of one person feeling the full weight of responsibility to save a life, the responsibility is split between one hundred witnesses, and no one is compelled enough to act. What does accountability mean?
Lumoa
APRIL 24, 2018
As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Sue Duris Customer Experience and Digital Marketing Consultant.
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