Increase NPS Score BY 125% - Digital Engagement Secrets You Must Know

CSM Practice - The Customer Success Podcast

Daniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital initiatives over the past five years. This transformed Qlik's approach to customer success and significantly amplified customer engagement and satisfaction through innovative digital touchpoints.
Key Highlights:
- NPS Score Surge: Under Daniel's leadership, Click witnessed a staggering 125% increase in NPS score, setting a new benchmark for customer satisfaction and loyalty.
- Digital Engagement Revolution: Daniel's strategy to transition from human touchpoints to digital engagement led to a monumental shift, from 400,000 online transactions in 2018 to over 40 million digital touchpoints in 2023.
- Customer for Life Program: The introduction of the "Customer for Life" program under Daniel's vision has been a game-changer, ensuring every team member is accountable for customer engagement and satisfaction. This holistic approach has significantly increased adoption rates and annual renewal rates.
Daniel's journey at Qlik exemplifies how visionary leadership, coupled with a customer-centric approach, can drive remarkable growth and loyalty in the competitive tech landscape.
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Additional Resources:
📑 Read: Customer Life Time Value and Client Retention
https://www.csmpractice.com/clv-retention
📑 Read: Leading Change - John P. Kotter
https://bit.ly/4cOEfwC
📑 Read: Onboarding Matters - Donna Weber
https://bit.ly/3xubOnA

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Chapitres

1. Intro (00:00:00)

2. CS Team (00:01:26)

3. Strategic Initiatives (00:02:47)

4. Driving Accountability (00:07:09)

5. Fears/Concerns (00:08:32)

6. Framework (00:09:23)

7. Customer VS User (00:10:58)

8. Customer 4 Life Program (00:12:36)

9. Digital Support Experience (00:17:33)

10. Key Takeaways (00:19:40)

11. The Train Initiative (00:20:45)

12. Recommended Resources (00:21:53)