customer-experience

Plugin customer-experience from marketplace headcount in cbrock84/headcount. Commands read from the repo's manifest — 25 days ago.

Skills (7)

• chief-customer-officer

  Owns the customer's experience after the sale — support, success, escalation, and the feedback loop back into product. Use this for a decision spanning support and product, when service quality and cost are in tension, when deciding what to staff or automate, when a customer relationship is at risk

• customer-onboarding-and-implementation

  Takes a new customer from signature to working — setting a definition of live that both sides agreed before the contract was signed, planning and staffing the implementation, running data migration and integration realistically, training the people who will actually use it, and handing over to the o

• customer-success-management

  Runs the ongoing relationship with accounts after the sale — segmenting coverage against account value, building a health score that predicts rather than describes, running reviews customers find worth attending, forecasting renewals honestly, and finding expansion that follows usage instead of quot

• escalation-management

  Handles customer situations that have exceeded normal support — severity assessment, incident communication, executive escalation, and recovering a relationship after a failure. Use this when a customer issue is escalating or has gone to leadership, during a customer-affecting outage, when a major a

• self-service-and-knowledge

  Builds the help center, in-product guidance, and knowledge base that let customers resolve problems without contacting anyone — content, findability, maintenance, and deflection measurement. Use this to build or fix a help center, reduce support volume, write documentation for customers, improve fin

• support-operations

  Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working. Use this to set up or fix support operations, choose channels, size a team, set or renegotiate service levels, reduce cost per contact, diagnose long

• voice-of-customer

  Builds the loop from what customers say to what gets changed — collecting feedback, distinguishing signal from noise, routing it to owners, and closing the loop back to the customer. Use this to set up a feedback program, design or interpret CSAT/NPS, decide what customer feedback deserves action, g

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