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Are you considering applying for the role of ChiefCustomerOfficer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. Will You be Supported in Your CCO Role? . Click To Tweet.
Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, ChiefCustomerOfficer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company.
In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The ChiefCustomerOfficer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth.
Even if your company does not yet have a ‘ChiefCustomerOfficer’ or ‘CCO’ it is unlikely to be long before they do! The post Book Review – ChiefCustomerOfficer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding.
Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.
Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the ChiefCustomerOfficer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. Book: The Mindful Leader – Michael Bunting.
Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. It will guide you on how to earn the right to growth by improving customers’ lives. Learn more about the book.
The concept of a ChiefCustomerOfficer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. Without these insights, it’s likely to be too late when the Customer finds out after a change has already been made.
We had the privilege of interviewing the pioneer of the ChiefCustomerOfficer (CCO) role, Jeanne Bliss who held the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months?
In 2003 there were 30 ChiefCustomerOfficers worldwide according to the ChiefCustomerOfficer (CCO) Council, reaching 450 by 2011. Building Relationships is Key to Survival. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.
From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. Read books. The Initial CCO Steps.
So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. The Power of Moments by Chip and Dan Heath.
asks my friend Chip Bell , whose latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Want to get more inspiration from customer experience leaders from every industry? Know Your Guardrails. Building a strong foundation for future planning is the start.
Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. The Importance of a ChiefCustomerOfficer.
As recently as June 2015, I wrote a review of the new offering from ChiefCustomerOfficer ‘guru, Jeanne Bliss – (ChiefCustomerOfficer 2.0) ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. South West Airlines. British Airways.
Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chiefcustomerofficer at Vision Critical, Kelly Hall is well aware of these challenges. Finally, I’ve read all of Jack Welch’s books.
I had the pleasure of being on The Marketing Book Podcast a few weeks back ; a great book review show produced by Douglas Burdett of Artillery Marketing out of Norfolk, Virginia. (be In this interview, we mostly walked through ChiefCustomerOfficer 2.0 , although we touch on some of my other books.
How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , ChiefCustomerOfficer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The ChiefCustomerOfficer Human Duct Tape Show is Customerville.
While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Outside In: The Power of Putting Customers at the Center of Your Business”.
And, who better to lead the charge than the one and only Jeanne Bliss of Customer Bliss – 5 time ChiefCustomerOfficer, CX Pioneer & Leadership Advisor, Speaker, Author, Cofounder of CXPA.org, and our honored guest. It’s takes about 2.5
Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “ChiefCustomerOfficer” (Jossey-Bass, 2006).
In my new Daily Dose video series, I explore the topics that chiefcustomerofficers 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? A small act of kindness that would have earned gratitude and a customer singing her praises.
In my Daily Dose video series, I explore the topics that chiefcustomerofficers 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? HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?
Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. But we aren’t just listing books here.
In my Daily Dose video series, I explore the topics that chiefcustomerofficers 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? HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM? ” on them.
Whether or not your CSMs own revenue, however, I want to make the argument that you, as a current or aspiring ChiefCustomerOfficer, absolutely should. You likely have some combination of Customer Success Management, Support, Professional Services, Training, and perhaps other functions. What is the annual price increase?
In my Daily Dose video series, I explore the topics that chiefcustomerofficers 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? Click here to learn more about the course and enroll. .
Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chiefcustomerofficer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.
ChiefCustomerOfficer 2.0. In Jeanne’s new book, “ChiefCustomerOfficer 2.0: We love this book so much that we ran a competition to give away 50 copies. We had so many entries (way more than we had books to give!) You can watch it now. Alignment around experience.
As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. How to Build Your Customer-Driven Growth Engine ?
The following post is an excerpt from my book: ChiefCustomerOfficer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. As you read, think about what journey mapping might look like in your organization.
In my new Daily Dose video series, I explore the topics that chiefcustomerofficers must grapple with on a daily basis. HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM? How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it?
In my book, “ Would You Do That To Your Mother? What can you do to support your customer through your attitude, your body language, or your offer of help—even when your answer is “no”? I deliberately make my podcast , not about broadcasting your successes, but broadcasting the journey of the chiefcustomerofficer.
If you’ve been listening to, or been a guest on my podcast, The ChiefCustomerOfficer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? In my books, I write about the force of the internal power core. Know Who To Dance With.
Now, I propose they make a little more room for the latest addition to the leadership: The ChiefCustomerOfficer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. Competition is fierce in our global economy.
In my new Daily Dose video series, I explore the topics that chiefcustomerofficers 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? How would your company act if every customer were your mom?
The following post is an excerpt from my book: ChiefCustomerOfficer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Build Customer Listening to Align to the Various Stages of the Customer Journey.
A chiefcustomerofficer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chiefcustomerofficer is usually responsible for everything that happens post-sale.
The ChiefCustomerOfficer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.
Last year, Walmart added a chiefcustomerofficer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations.
To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Now you’ve got a real customer, or do you?
“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. In this book, Ury teaches you the steps to a positive no.
I had the pleasure of reading Jeanne Bliss’s new book, ChiefCustomerOfficer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original ChiefCustomerOfficers, and has held titles like that for companies including Land’s End and Allstate.
Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘ChiefCustomerOfficer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?
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