Customer Bliss

DECEMBER 26, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In one of my Chief Customer Officer roles, as I was getting acclimated with the company, I saw huge rolls of gold foil stickers with, “Give us a 10!” ” on them.

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Chief Customer Officer Effort Score Survey Automotive 203

Customer Bliss

JANUARY 4, 2019

Today’s podcast is the last replay featuring “best of” content from 2018. I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

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Chief Customer Officer Video Leadership Course 185

Customer Bliss

DECEMBER 20, 2018

The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform. He lives in Durham, NC.

Customer Experience 147

Customer Experience Chief Customer Officer Loyalty Programs Loyalty 147

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Oct 29, 2018 at 3:20pm PDT.

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Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. You can find more instructions and details to this framework in my book, Chief Customer Officer 2.0:

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Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. Today’s episode, which many of you seemed to enjoy, features Amanda Sachs , General Manager, Customer & Partner Experience at Microsoft.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Customer Bliss

JANUARY 29, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 5, 2018 at 10:00am PST. ” View this post on Instagram. Take the Fear Out of the Experience.

Sales 173

Sales Chief Customer Officer Video Course 173

Customer Bliss

APRIL 9, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Sep 7, 2018 at 11:26am PDT. Make Your Customers’ Clock Your Clock. Keep customer time. Make their clock your clock.

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Chief Customer Officer Video Course Hospitality 187

BlueOcean

JANUARY 9, 2018

Creating a differentiated strategy for deploying artificial intelligence in tandem with empowered, capable, well-trained agents, integrating it seamlessly into existing systems and infrastructure, and taking advantage of data mining and machine learning to enhance your customer journey should be Job One for every chief customer officer in 2018.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Look out for my 2018 predictions soon!

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Self Service Customer Experience Chatbots Chief Customer Officer 141

Customer Bliss

JANUARY 3, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 11, 2018 at 10:00am PST. Make mom proud companies guide customers through the complexity of pricing and sell them only what they need.

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Chief Customer Officer Video Course Social Media 170

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Dec 28, 2018 at 11:30am PST. View this post on Instagram. Companies that are putting in the work to enable this are reaping the rewards.

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Self Service Chief Customer Officer Course Policies 178

Customer Bliss

FEBRUARY 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 22, 2018 at 10:17am PST. How Can We Transform These “Gotcha” Moments?

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Chief Customer Officer Video Course Leadership 172

Customer Bliss

JUNE 18, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Sep 7, 2018 at 12:00pm PDT. This behavior inadvertently makes the customer feel small, and at times defenseless.

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Chief Customer Officer Video Course Banking 161

Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? So own it, and put your customers first. Figure Out How to Meet The Needs of Your Customers.

Banking 166

Banking Chief Customer Officer Video Course 166

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges.

Management 120

Management Apparel Chief Customer Officer Telecommunications 120

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? April 2018 CX Events and Conferences. Customer Contact East: A Frost & Sullivan Executive MindXchange. April 8 – 11, 2018. Oracle Modern Customer Experience. April 10 – 12, 2018. April 10 – 11, 2018.

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Conference Customer Experience Chief Customer Officer Contact Center 60

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. Download the full LiveChat Customer Service Report 2018 here.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

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Customer Success Chief Customer Officer Leadership Healthcare 98

Customer Bliss

DECEMBER 12, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Oct 22, 2018 at 10:01am PDT. Eliminate the Bermuda Triangle moment.

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Company How To Chief Customer Officer Video 126

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem. And, Chatbots more than pull their weight.

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Chatbots Self Service ROI Contact Center 180

Customer Bliss

JUNE 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 21, 2018 at 3:30pm PST. Let Your Availability Reflect How Much You Care.

Self Service 126

Self Service Chief Customer Officer Video Course 126

Solvvy

JUNE 12, 2018

Jason Bradshaw , Chief Customer Officer, Volkswagen Group Australia. The post 10 Must-See Sessions at Customer Contact Week 2018! This session tackles that topic and how to measure and manage every touchpoint. Deliver Success, Effort and Emotion While Leveraging AI. Thursday, June 21 — 8:20 AM – 9:05 AM.

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Chief Customer Officer Contact Center Omni-Channel Touchpoint 48

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin.

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Customer Journeys Chief Customer Officer NPS Consulting 100

ChurnZero

JANUARY 3, 2020

The two scores combined to give ChurnZero an overall score of 95, beating out the next highest Customer Success provider by 16 points. It’s extremely exciting that our customers’ reviews have propelled us to a category leader” said ChurnZero’s Chief Customer Officer, Abby Hammer. About ChurnZero.

Report 69

Report Customer Success Net Promoter Score Chief Customer Officer 69

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Kate Leggett. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. The same goes for titles!”.

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Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ChurnZero

AUGUST 25, 2020

Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . . Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software.

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer Customer Success Leadership Consulting 53

Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Kate Leggett. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

ChurnZero

AUGUST 23, 2019

The two scores combined to give ChurnZero an overall score of 94, beating out the next highest Customer Success provider by 29 points. We’re driven every day to get better through authentic, unbiased customer feedback,” says Abby Hammer, ChurnZero’s Chief Customer Officer. “G2 About ChurnZero.

Software 56

Software Report Customer Success Net Promoter Score 56

Customer Bliss

JUNE 22, 2018

NasdaqSpeedReads : When it customer service, author and expert Jeanne Bliss shares an important question Chief Customer Officers should ask –“Would You Do That To Your Mother?” ” Posted by Nasdaq on Wednesday, May 9, 2018. #NasdaqSpeedReads: Would You Do That To Your Mother?

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120