When CMOs implement Net Promoter Score (NPS) strategically, it becomes more than a feedback tool, it’s responsible for uncovering truth, driving alignment, and accelerating growth. It becomes the blueprint for a complete customer experience transformation. One $700MM EMEA company Straumann…
It feels like momentum whenever you report another quarter of strong acquisition numbers. But what if those new logos say little about your long-term success? What if that short-term spike is masking a slow leak? What if the real threat…
The big names – think Nordstrom, Amazon, Apple – all have something in common: an unwavering focus on customer satisfaction. But what happens when they slip up? That’s where our story begins. Customer experience is everything. It’s not just a…
Creating Remarkable Customer Experiences Across the Buyer Journey Fractional CMO, Interim CMO and CMO Advisor, Mentor and Coach Alan Gonsenhauser joined Matt Heinz of Heinz Marketing on Sales Pipeline Radio. They discussed how to create and maintain remarkable customer experiences…
As B2B healthcare organizations move to value-based care and recurring-revenue models, more focus is being placed on post-sale customer experiences Driving customer journey improvements cross-functionally requires an understanding of customer persona needs and a process for mapping customer touchpoints by…