Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Chief Customer Officer 136

Chief Customer Officer Airlines Case Study Customer Service 136

Customer Bliss

NOVEMBER 13, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Replace Rules with Trust: A Case Study. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Chief Customer Officer 182

Chief Customer Officer Banking Video Course 182

Customer Bliss

NOVEMBER 17, 2017

If it’s not about improving customers’ lives, it’s time to meet with the C-Suite and rethink what your guiding light is. . This is a paraphrased excerpt from my book, Chief Customer Officer 2.0.

Chief Customer Officer 129

Chief Customer Officer Customer Journeys Case Study Customers 129

Customer Bliss

MAY 15, 2019

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? This is our opportunity to say to customers, “We know you, we value you.

Case Study 164

Case Study Chief Customer Officer Video Course 164

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Jay Baer , Founder of marketing consultancy, Convince & Convert, and author of 6 best-selling books, has co-authored this book with Daniel Lemin, shedding light on why and how customers talk about brands.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Customer Bliss

MAY 17, 2016

Case Study. In my book Chief Customer Officer 2.0 , there is a case study on Audi’s work around cultural commitment. 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

Helen Dewdney

SEPTEMBER 4, 2018

Interviewing the new Tesco Chief Customer Officer. Two months later, Helen was interviewing the new Chief Customer Officer for her blog post The customer is still the boss. Not impressed, Helen wrote about this on her blog. Casual sexism is alive and kicking in UK boardrooms.

Case Study 60

Case Study Consumers Study Social Media 60

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

ECXO

DECEMBER 26, 2023

Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

CX Journey

JUNE 14, 2017

Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources. It's great to not only have CX experience on the client side but to also have had some cross-functional experience and to have experience across multiple companies and industries.

Chief Customer Officer 144

Chief Customer Officer NPS Consulting Case Study 144

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

System 162

System Hospitality Customer Experience Guest Experience 162

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys Advertising 107

Customer Bliss

SEPTEMBER 15, 2016

If you have a hard copy of my book Chief Customer Officer 2.0 , some additional resources around feedback, storytelling, and digital storytelling — with case studies — run from about page 116 to 122. — around customer listening paths and digital storytelling.

Chief Customer Officer 100

Chief Customer Officer Case Study Leadership Feedback 100

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. Maybe you could send over some case studies – like these ! – that show just how investing in customer service can impact the bottom line. Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

ShepHyken

MAY 8, 2018

Because customers first interact and communicate with a company’s employees, businesses must first have happy employees. which includes 32 case studies, is split into five parts: Be the Person I Raised You to Be. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

Chief Customer Officer 78

Chief Customer Officer Case Study Customer Experience Professionals Customer Centricity 78

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. The Human Duct Tape Show Podcast.

Resources 70

Resources Customer Success Chief Customer Officer eBook 70

Customer Bliss

AUGUST 22, 2019

In her article, NJ quotes author, Suman Sarkar, who said that “disruption is, in fact, driven by changing customers needs — and that only those companies that truly understand their customers can succeed.” I and my colleagues have our own case studies that support this notion. .

Consumers 120

Consumers B2C Case Study Retail 120

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Comm100

SEPTEMBER 22, 2016

The second edition, updated with case studies and additional resources, will show you how to be, “persuasive, not abrasive.” Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss.

Customer Service 100

Customer Service Case Study Gamification Culture 100

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. Case studies are a supportive way to help them gain positive publicity in front of a new audience while showcasing your product.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

ChurnZero

JANUARY 26, 2022

Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience. Liz Friscino, Managing Director, Client Success, FiscalNote.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

Answer Dash

SEPTEMBER 14, 2019

As I shared in the many case studies in my latest book, Would You Do That To Your Mother? there are tons of companies that reinvent their operations to meet customer goals. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

SurveySparrow

JANUARY 1, 2020

You wrote your book “Chief Customer Officer : Getting Past Lip Service to Passionate Action” back in 2006. Jeanne: The “Would You Do that to Your Mother” book is meant to simplify what it means to live the life of a customer. New job titles are being created around it (i.e.

Customer Experience 88

Customer Experience Chief Customer Officer Case Study Customers 88

Customer Bliss

JUNE 22, 2018

How to Create Great Customer Experience . 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?” There’s 32 case studies. Abbreviated transcript.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

SurveySensum

MAY 9, 2022

Invite your loyal customers to participate in case studies. Also, this process demonstrates the beginning of an interactive relationship with the customer as this will, later on, help you to invite your loyal customers/promoters to participate in further events like case studies or webinars, and so on. .

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

ChurnZero

APRIL 27, 2022

5: Optimization In this stage, you optimize the value your customer has already recognized. You may be able to earn referrals or recommendations from your customers, build case studies for future marketing efforts, and gather other qualifying evidence of value, such as testimonials.

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

ChurnZero

APRIL 27, 2022

In this stage, you optimize the value your customer has already recognized. You may be able to earn referrals or recommendations from your customers, build case studies for future marketing efforts, and gather other qualifying evidence of value, such as testimonials. They may be open to upsells, cross-sells, or add-ons.

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report.

Customer Success 40

Customer Success Chief Customer Officer Strategy Case Study 40

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

Peter Lavers

JULY 7, 2015

A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). The dangers of “firing” customers. “Very imformative and thought provoking.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

Gainsight

JANUARY 17, 2023

To help you build a more robust, sustainable, and scalable Customer Success (CS) program, we created The Digital Customer Success Kit for Savvy SaaS Companies. Here are five areas you’ll want to be thinking about as you put our kit to work in your business.

Customer Success 52

Customer Success Chief Customer Officer Case Study Customers 52

Thematic

MARCH 27, 2024

This case study shares how Thematic helped them build a new approach to restore services and satisfaction levels. Navigating Voice of the Customer data Watercare have long recognized the importance of capturing and analyzing customer feedback through a Voice of the Customer (VOC) program.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. If they outshine your customer, you’ll lose the reader.

Strategy 64

Strategy Marketing Case Study Effort Score 64

Gainsight

JUNE 13, 2024

Use this ingrained behavior to your advantage by posting about your academy and new courses that keep learning front and center in your customers’ minds. You can even showcase “top-performing” customers—essentially academy case studies—that show other customers how their peers are benefiting from your academy.

Social Media 52

Social Media Course Case Study Chief Customer Officer 52

Helen Dewdney

SEPTEMBER 7, 2020

Over the years I wrote a guest post for Tesco, met the executive team , interviewed the new Chief Customer Officer , disagreed many times on the notorious issue of Fake Farms and adverts (I still maintain that I was right!) You can read more about my time working with Tesco in Case study: Tesco and a consumer champion.

Social Media 54

Social Media Chief Customer Officer Case Study Consumers 54