Understanding customer satisfaction is more important than ever — the CSAT (“Customer Satisfaction”) metric is a popular tool, as part of a balanced picture, that many organizations take to help them get there.
6 min read
Since 2003, many companies have relied on Net Promoter Score (“NPS”) for insight into how happy and loyal their customers are. However, with customer expectations rising and customer experience reigning as today's primary competitive differentiator, many CX leaders are debating the efficacy of the NPS metric in measuring customer relationship health.
8 min read
“The whole system is established toward making sure we win the game instead of being champions at the end of the season, and that’s where Support comes in. Support makes you the champion at the end of the season.”
Topics: Customer Support Customer Experience
8 min read
Organizations that seek to leverage Voice of Customer (“VoC”) for a better customer experience often face a paradox — striving for company-wide ownership can diminish accountability as teams continue working toward their individual KPIs. Still, without whole-company ownership, meaningful action is rarely taken. Our panelists, Zach Bouzan-Kaloustian, VP Member Experience at Wild Alaskan, Rossana Parrotta, Customer Success Executive at Cisco, and James Varughese, Senior CX Specialist at Intuit, offered valuable insight on taking individual ownership of the customer voice, inspiring cross-functional ownership, and tailoring your approach to VoC to meet you where you are.
7 min read
47% of CX leaders believe it’s only getting harder to please customers. One potential reason for this is that organizations don’t see the same version of the customer experience that their customers see. CX organizations are working harder than ever to build offerings and processes that reflect the actual customer experience rather than their assumptions. However, this is easier said than done.
We discussed this dynamic with a panel of Customer Experience and Success leaders to understand what it takes to build for the real customer experience. Our panel featured Sarah Bierenbaum, Founder of Sarah B Consulting, Chad Horenfeldt, Director of Customer Success at Kustomer, and Leslie Reyes, Founder of Road Warriors Consulting. Here are three key takeaways from the discussion:
9 min read
“A new way of thinking first requires a fresh way of seeing or measuring the world around us.”
8 min read
An effective Voice of Customer strategy can have many moving parts. As a result, organizations with industry-leading CX often have an executive sponsor to ensure that VoC initiatives result in impactful action and don't stop at listening.
8 min read
“I spent years hearing customers telling us exactly what we need to know, but that was overlooked because we didn’t have a process to capture it.”
5 min read
Let me know if this sounds familiar. Your company has developed a new feature. It’s launch day and internal enthusiasm is high. Out goes the newsletter, the social media posts, and the feature is turned on.