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. I can safely reveal the following though. Patrick Dempsey OBE.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

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. His team was united in a vision and all had a desire to work together, which is one of the first steps in CX transformation — uniting leadership.

System 162

System Hospitality Customer Experience Guest Experience 162

Customer Bliss

SEPTEMBER 15, 2016

The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth. The power in converge moves you towards one-company, customer-driven leadership.

Chief Customer Officer 100

Chief Customer Officer Case Study Leadership Feedback 100

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

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

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. To increase your likelihood for a positive outcome: Prepare to be creative in how you financially help customers.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

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

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. Amazon is well-known for putting the customer first.

Customer Service 100

Customer Service Case Study Gamification Culture 100

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

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

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

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

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Chief Customer Officer 2.0 by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ChurnZero

MAY 1, 2020

Only with thorough knowledge can you accurately make a summary,” advises Leadership & Success. The key is to work backwards from your audience’s main objectives to match your business case. For instance, let’s say you were selling Customer Success software to your C-Suite. Brevity starts with deep expertise.

e-support 53

e-support Chief Customer Officer Tips Software 53

Qualtrics

FEBRUARY 6, 2019

Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Who should go: The conference is for anyone in product and there’s an additional leadership forum for leaders with Director, VP, or CPO titles.

Conference 33

Conference Management Chief Customer Officer Innovation 33

Qualtrics

AUGUST 20, 2021

And I think that's more important about why your response rate is so low is that you may have disengaged customers.” We always send our surveys from our CEO or CCO (Chief Customer Officer),” she says. But then we follow up with the account manager or the customer success manager. They're not being graded.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

SmartKarrot

DECEMBER 24, 2020

Partner with sales, renewals, and consulting leadership to drive customer business outcomes. Implementing a customer contact plan that keeps Arctic Shores close to its customers and provides opportunities to understand their changing needs, pain points and industry trends. Apply here: [link].

Customer Success 10

Customer Success Chief Customer Officer Case Study Customer Retention 10

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. “ “ Who should read it?

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. Chief Customer Officer 2.0.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85