AskNicely

NOVEMBER 20, 2018

With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. That’s 22 million opportunities to get the customer experience right — or wrong.

Case Study 150

Case Study Study Net Promoter Score NPS 150

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO).

Customer Experience 195

Customer Experience Chief Customer Officer Report Culture 195

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives. She spoke directly to customers and the employees. Help the C-Suite Help Employees.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Customer Bliss

DECEMBER 6, 2018

The first year was about building a foundation and also building a call center team to further support the mission. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Year two was about diving deeper into the analytics.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. Regardless of whether you’re new to the profession, or a Chief Customer Officer for a major brand,… Read More».

Call Center 60

Call Center Consulting Chief Customer Officer Customer Experience 60

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. In many cases, the informed exceptions that they make lead to increased advocacy and a more profitable customer.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

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! Since working at a call center after graduating college, Amanda has been entrenched in the world of customer service. Be Patient and Gain Credibility Before Driving Transformation.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

JANUARY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Call center reps are elevated and considered critical to delivering customer value and becoming those customer rescue artists. That they remember. Let Your Purpose Unite Your Company.

Chief Customer Officer 170

Chief Customer Officer Course Video Retail 170

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Customer Experience 111

Customer Experience Strategy Chief Customer Officer Call Center 111

CCO Council

MAY 28, 2014

Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to address root causes and begin rebuilding damaged customer relationships. Seek opportunities for reassuring customers not only within the recovery, but throughout the organization.

Chief Customer Officer 81

Chief Customer Officer Management Call Center Customer Retention 81

Customer Bliss

OCTOBER 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer.

ROI 120

ROI Chief Customer Officer Financial Video 120

Customer Bliss

OCTOBER 2, 2018

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did this summer with my good friend Laura Ortman—chief customer officer of Equinix—in which we discuss how practitioners from call center representatives to business leaders can impact customer experience in their roles every day. .

Chief Customer Officer 129

Chief Customer Officer How To Video Exercises 129

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Not getting through to someone who can answer their query.

Social Media 117

Social Media Chief Customer Officer Call Center Video 117

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

BlueOcean

MARCH 8, 2016

We’ve heard the story from one of our clients, a chief customer officer who told his CEO that he’d decided to outsource their customer service and was met with “Over my dead body.” We’ll be celebrating nine years as their contact center partner soon…). But he went ahead anyway. The post “We Choose You.

Contact Center 159

Contact Center Chief Customer Officer Training Measurement 159

CCO Council

MAY 13, 2014

For many companies the annual value of these computations are significant and become even more so when extrapolated over the average lifetime of a customer. Similarly, the cost of dissatisfied customers can be computed to measure the cost of status quo. What is the cost of each call into the call center?

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Customer Bliss

MAY 30, 2017

He designed a best-in-class customer experience model now utilized across a global footprint. At Citigroup, Claudiu built segment-based customer experience strategies and voice of the customer programs across a global branch and call center network, improving the bank’s overall JD Power ranking and improving profitability.

Financial 121

Financial Banking Healthcare Leadership 121

Customer Bliss

JANUARY 26, 2018

Because tech companies spend more time with their customers trying to solve a problem in one touchpoint. This is a concern that many CCOs and CX experts share when I interview them on my podcast, The Chief Customer Officer Human Duct Tape Show.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

Customer Bliss

MARCH 8, 2018

This process of always being engaged with the customer slowly trained her to become the CX leader that she is now; Charlotte places high value on listening to the customer. In all of these roles, she thought about how to put the customer first. One inaccurate detail or unclear message could greatly impact the call center.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. I wanted to visit them, ask questions and learn. Rather than having an “aw shucks” mentality, I thought, “F it! I’m going to fund this myself.”

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Beyond Philosophy

OCTOBER 21, 2021

As an example, the organization should also have: Empowered staff who can own customers’ issues. Short call center queues. Complete customer order and history information, even from third-party providers . Mead says Customer Experience accreditation doesn’t touch these areas.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

CCO Council

MAY 20, 2014

We have all spent significant time and energy creating in our companies elaborate, closed-loop triage and issue resolution processes for our customers in the call centers, sales channels, and at the executive level. Chief Customer Officer Customer Centricity Customer Engagement Customer Insight'

Social Media 74

Social Media Chief Customer Officer Guidelines Video 74

Oracle

MAY 3, 2019

Everyone at a company knows it’s critical that they think about how the customer is actually using their products and services, and so, when the CEO that is driving the iniative it is most successful. That said, I do not think any one person can own customer experience. We think we’re done.”

Customer Experience 72

Customer Experience Chief Customer Officer Call Center Customers 72

Comm100

FEBRUARY 20, 2018

This means a quicker resolution for customers, a lower cost-per-interaction for companies, and better use of agents’ paid time. According to a report by the Call Center School, 65 to 70% of a call center’s total operating costs are related to staffing. Lower Labor Expenses.

Chatbots 169

Chatbots Self Service ROI Contact Center 169

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention. The post 15 Ways to Get the Most Out of Call Center Week 2017 appeared first on StellaService.

Call Center 40

Call Center Contact Center Conference CRM 40

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 48

Chief Customer Officer Customer Success Call Center Customer Centricity 48

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Blake Morgan

JANUARY 23, 2023

Every year, I’m on the phone with our call centers or in a car with a claims rep to understand their jobs and how we can make things easier for them, which will make things easier for our customers. Think like a Chief Customer Officer. Take them seriously. Be out and about. Leaders should be on the ground.

Customer Experience 64

Customer Experience Chief Customer Officer Social Media Insurance 64

Beyond Philosophy

APRIL 14, 2015

When was the last time it highlighted the work of the call center or Customer care reps? The Chief Customer Officer has a unique position, often battling across silos. Sales get all the accolades or even marketing for the latest campaign. Notice whether he or she only talks to you about processes.

Chief Customer Officer 60

Chief Customer Officer CEM Call Center Customer Care 60

CCO Council

SEPTEMBER 13, 2019

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. Founder & CEO, Chief Customer Officer Council. Curtis Bingham.

Chief Customer Officer 40

Chief Customer Officer Omni-Channel B2B Customers 40

Talkdesk

FEBRUARY 5, 2021

CX Implication: All retail executives at NRF alluded to the fact that technology and customer service must be at the forefront of strategic planning. First, executives need to ensure they have the tools required to communicate with their customers. Business continuity tools for call centers are crucial to consider.

e-support 87

e-support Retail Contact Center Self Service 87

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

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer 20

Chief Customer Officer Customers Contact Center Call Center 20

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer 20

Chief Customer Officer Customers Contact Center Call Center 20

Thematic

MARCH 27, 2024

 The issues were urgent, customers were highly distressed customers and the service team was exhausted.  This  This was a significant test of Watercare’s customer experience journey. After the storms, the call center was overwhelmed with unhappy customers. 

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. I’d highly recommend the Chief Customer Officer, and Chief Customer Office 2.0

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65