Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Revisit your journey map frequently; it will be your ultimate guide to continually making customer-centric decisions that lead to growth.

Customer Journeys 190

Customer Journeys Chief Customer Officer Leadership Customer Centricity 190

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer 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. It will be your job to integrate these departments and/or teams.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Experience Investigators by 360Connext

NOVEMBER 14, 2023

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.

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Chief Customer Officer Measurement Resources Strategy 143

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

GetFeedback

JANUARY 19, 2020

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?

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

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. They’re guided to diagnose problems and propose customer-centric solutions by a professional customer experience facilitator.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

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Chief Customer Officer Customer Success B2B Consulting 170

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

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Case Study Customer Centricity Social Media Competitive Advantage 156

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

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B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

MAY 17, 2016

Mark began on the digital side of Audi of America, working to help dealers use digital tools to more effectively solve customer pain points. Around 2011-2012, Audi began to focus much more a customer-centric approach. Mark tells a story about a journalist embedded with his team where the end result wasn’t as desired.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

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Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. As customers, we want our lives to be improved. Webinar: What we covered.

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Chief Customer Officer Airlines Case Study Customer Service 123

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Amanda partners with senior leaders across the company to increase a customer-centric culture at the company. Again, thank you for your support of The Chief Customer Officer Human Duct Tape Show.

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Customer Experience Chief Customer Officer Management Call Center 129

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Thematic

JULY 1, 2018

If you missed our webinar “Customer-centric leadership – Lessons from Jeanne Bliss, catch the recording here! Jeanne Bliss, CEO, Customer Bliss: She’s not only driven a 95% loyalty rate at Land’s End and Microsoft, but also written successful books including “Chief Customer Officer 2.0”

Customer Centricity 48

Customer Centricity Leadership Video Chief Customer Officer 48

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

AUGUST 10, 2018

In the customer room, the outcomes of the competencies are presented by the stage of experience. Content is constantly refreshed with multiple sources of customer listening, trending of information, videos, and examples of experiences. Building Our Customer Room. How to Build Your Customer-Driven Growth Engine.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). You can put up banners and hand out t-shirts touting the importance of Customer-centricity. But what really makes the biggest difference is leading by example.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). You can put up banners and hand out t-shirts touting the importance of Customer-centricity. But what really makes the biggest difference is leading by example.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Customer Bliss

JULY 21, 2016

I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Catch up on your reading.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. Well, the CIO needs a customer metric he/she is judged on. Leadership accountability. One-company leadership. Aligning the silos.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). More reports.

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

ShepHyken

MAY 8, 2018

Would your customers agree that your service is so good, you’d make mom proud? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ? ?. This part of the book describes the importance of honoring your customers’ time.

Chief Customer Officer 78

Chief Customer Officer Case Study Customer Experience Professionals Customer Centricity 78

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Lumoa

JUNE 22, 2021

But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer. And you realise that if you, if you don’t have a customer centric mindset, you’re never going to be able to create good experiences and this line of business good experiences is what you live from.

Customer Centricity 195

Customer Centricity Hotels Customer Experience Customer Journeys 195

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Amazing Business Radio.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

Zeisler Consulting

MAY 3, 2022

From time to time the story pops up when discussing some brand that has a reputation (earned or not) for great Customer-centricity, or it shows up in a business book here or there. I may have even mentioned it in my book. Why not hire someone to actually, y’know, sit in that seat?

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Leadership Exercises 72

CustomerSuccessBox

MARCH 3, 2022

Read on to know about the Customer Success books for Customer Success Managers (CSMs) to read in 2022. Did you know, “Happy customers are repeat customers”? The philosophy of customer success has changed how CEOs think of their customers and business. There are three sections in the book.

Customer Success 52

Customer Success Management Handbook Chief Customer Officer 52

Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. The remaining two sessions covered customer-centric strategy development and the transformational journey. Doug Leather.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

Comm100

APRIL 26, 2020

Wrestling through that book caused something to click in my mind…and stirred up a new hunger. The idea of designing great experiences even BEFORE they reach customer service would change my whole outlook on service. The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?”

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Omni-Channel Culture Customer Centricity Self Service 130