ClearAction

JANUARY 8, 2024

Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Lower productivity as value-rescuing dominates precious time, resources, morale, and tenure. Anything you do that bothers employees or partners costs you!

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98