CustomerGauge

ヒーローになろう — Let's Become a Hero! This week our Co-Founder and COO Camilla Scholten and Implementation Specialist Risa Arai are in Japan visiting the fantastic Coca-Cola Bottlers Japan Inc. team 🇯🇵 From sharing best practices to new learning opportunities, everyone has been fully immersed in customer experience together. Coca-Cola Bottlers Japan is the #1 bottler in the country with 340k outlets and over 700k vending machines — that's one million places to buy Coca-Cola in Japan! Their goal is to continue listening to feedback and making their sales team heroes in the eyes of the customer 💪

🔊 Registration is now LIVE for the final webinar of our Champions of Change series ⤵ Throughout Champions of Change, attendees learned that change within ANY organization starts with this: the people.   Without winning the hearts and minds of every person at all levels in the business, your efforts will forever be at a standstill. In Part 1 you learned the strategy of pairing Skill and Will with customer experience (CX) for organizational buy-in ❤️ 🧠  In Part 2 we shared how to begin operationalizing CX roles and responsibilities.   Next up in Part 3, you will learn how to continuously foster change within your business through rewards and recognition programs 🏆 Cary T. Self is back, this time with Strategic Account Manager Monte Kozmits to pull back the curtain on: ➡️ How to develop and brand a reward program aligned with internal expectations ➡️ Businesses successfully recognizing their employees' efforts long term ➡️ The importance of quick wins and how to implement impactful processes ...and much more 💪 Are you ready to make change happen at your organization? Head to the comments to save your seat and watch Parts 1 and 2 back!

Did you celebrate National Ice Cream Day over the weekend? 🍦 Last year we reimagined our favorite ice cream brands' flavors through the lens of customer experience — why? Because Ben & Jerry's, Häagen-Dazs Shops, Jeni's Splendid Ice Creams, and Dreyer's Grand Ice Cream aren’t afraid to push the status quo to create the experiences we love (and crave!) from them ❤️ Check out our sweet designs below ⤵

🚀 Celebrating Intuitive Health! 🚀 I’m excited to share a success story from one of our amazing clients, Intuitive Health. They’ve been doing incredible work across multiple locations, ensuring every patient has a fantastic experience. By using CustomerGauge, Intuitive Health has been able to gather valuable feedback directly from their customers. This feedback helps them make meaningful improvements that truly make a difference. Big shoutout to Intuitive Health for their dedication to top-notch care and continuous improvement. It’s inspiring to see how they’re leveraging customer feedback to create better experiences for everyone. #CustomerSuccess #HealthcareHeroes #CustomerExperience #FeedbackMatters #ContinuousImprovement #CustomerGauge #IntuitiveHealth

What if you could find out just how much your happy customers were worth? For Wajax, all it took was utilizing our revenue simulator widget to discover that their Promoters were 2X more valuable than Detractors 🤯 There was no more questioning "Was this worth the effort" or "Is Net Promoter Score (NPS) a real metric?" The data showed the financial impact of investing in a B2B Account Experience program, resulting in internal buy-in. Wajax's previous Senior VP of Industrial Parts and Engineered Repair Services Business, Justin Warren, used CustomerGauge’s revenue simulator tool to look at their data from a birdseye view and understand where their revenue lies. "It was the launch of CustomerGauge's revenue simulator that inspired me. I said, 'Wow, here's somebody who finally gets it — it's all about driving revenue.' And that's what helped us take our transactional data and make our calculations." Take a look at Justin speaking about his customer experience program at our B2B voice of the customer conference Monetize! in Amsterdam.

Did you attend last year's Monetize! Digital event? We invited our customers to the virtual stage to share their CX success stories with 500+ attendees worldwide 🌎 One of the most impressive stories we heard during the event was from Coca-Cola Bottlers Japan Inc. whose CustomerGauge journey began with a visit to Coca-Cola HBC in Poland and they've taken off with momentum ever since 💪🏽 Joining us from Japan was Kazuhito Oono Head of RTM, Commercial Service Division, to give his background on how the business achieves sustainable profit growth through #NPS management. Their mission is to listen to customers and make their sales team heroes in the eyes of the customer ❤️ Next for Coca-Cola Bottlers Japan is to work away at internal change management and gain a continued understanding of customers — with how we saw their CX program rollout, we're confident they'll reach their goals in no time. 💡For CCBJI's full Monetize! Digital presentation and their CG pilot results, head to the comments below ⤵

Real-time Customer Experience (CX) is revolutionizing the industry 🚀 Companies like The HEINEKEN Company and Coca-Cola HBC are leveraging "always-on" feedback systems to enhance customer relationships and drive substantial business growth. These strategies allow brands to respond swiftly to customer feedback, ensuring a seamless customer journey. Incorporating real-time CX insights allows companies to identify issues swiftly and implement solutions proactively, ensuring a seamless customer journey. It's about transforming data into actionable insights that lead to tangible improvements in customer loyalty and overall performance 📈 For leaders in CPG and FMCG, leveraging real-time feedback is crucial. It’s about closing the loop swiftly and effectively to stay competitive and responsive to customer needs. You can find our full article on the topic in the comments! #B2B #CX #NPS #ConsumerGoods #BusinessGrowth CustomerGauge

TOMORROW! Our VP of Education Cary T. Self and Strategic Account Manager Bahar Y. are taking to Zoom for Champions of Change Part 2 🏆 Part 2 in our webinar series is the blueprint for defining and implementing customer experience roles in your business. To help continue your change management journey, our two CX-perts will prepare you with... 👥 The roles and hierarchy involved in change management decisions 💡 The responsibilities and skill sets required for each role 🧠 How to align CX roles with business goals and customer needs 👟 Practical steps to define and document CX responsibilities 💪 Inspiration and motivation to make change happen! ...and much more! 🎟 Save your seat for Part 2 in the comments! Missed Part 1? Take a peek at the clip below and watch the full recording here: https://lnkd.in/ehnxwSjD

Did you attend Part 1 of the Champions of Change webinar series? CX-perts Cary T. Self and Janis Donnelly covered how to win the hearts and minds of your people through customer experience ❤️ 🧠 On July 11th, our team is back to help you define and implement CX roles in your business. Who is responsible for which initiatives? How can you align experience roles with current business goals and customer needs? Part 2 is the very next step to fostering change management through customer experience at your organization. 👉 In case you missed our first webinar catch the full recording here: https://lnkd.in/ewkinGpp

Let's talk about why customers REALLY churn ⤵ Every customer has their reason for churning, however, some emerge a lot more frequently than others: 😞 Poor customer experience. Although subpar customer service is cited as a cause for churn, research has repeatedly shown that the issue runs deeper: poor all-around customer experience is the real culprit. 💔 Losing relationship contracts. Relationships are a great way to bring in new business, but limiting them with an account to a single person increases your churn risk. If the person you’ve developed a relationship with leaves, the account becomes at a greater risk of churn. 📈 Price increases. The received wisdom goes that when you’re working with a large B2B company, increasing your prices can put them in a difficult position. Either they reduce their profit margins or sacrifice other tools or expenditures. In recent research, we set out to find cross-industry averages for customer retention rates and examine the trends and metrics of 11 major B2B-focused industries. Where do YOU stack up against other industries when it comes to customer retention? 🤔