Customer Bliss

SEPTEMBER 27, 2018

Customers complained that their problems were taking too long to be solved. Lucy had to figure out how to design her organization in a way where all of the departments are working together to achieve customer success. Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

ECXO

JULY 29, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. She ensured decisions were communicated and that action items were coordinated between divisions and completed.

Chief Customer Officer 100

Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

AUGUST 8, 2017

But when Stephen’s actually talked to the departing customers, the No. ” They cited generic, non-customized communications and overall bad (or unmemorable) customer experience. This is exactly what we discuss when we say “customers as assets.”

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. With many SaaS products, the end-user is not the client, and their experience must be factored into the customer success equation.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. A master communicator, Peeples works to define business objectives and articulate the corporate vision in a way that inspires imagination and compels action throughout the organization. Establish listening with employees and customers.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Chief Customer Officer Handbook System Engagement 195

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Episode Overview. Connect With Margie. Margie is on LinkedIn. ” — Margie. 130 total people.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

InMoment XI

OCTOBER 26, 2022

The information you receive from customers needs to be shared with all other departments and teams, not siloed in different departments, otherwise, you could be sitting on insights that could make a huge difference in your bottomline.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Customer Bliss

MAY 10, 2017

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. Meaning, if you have a CEO who cares deeply about customer experience and takes it on, your company is going to reap the benefits.

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Chief Customer Officer Customer Experience Wireless Study 179

Customer Bliss

OCTOBER 29, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. When customers need you, are you there? Are you actively communicating when the unexpected happens and the power goes out? They stay in touch and keep customers out of the dark.

Communication 128

Communication Chief Customer Officer Video Course 128

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

Customer Bliss

NOVEMBER 8, 2019

This CX transformation will only occur with consistent and united behaviors, communications, and actions practiced by leaders. ” The role of the chief customer officer is to work with leaders to unite behavior. When these show up consistently they prove that a commitment to customer-driven growth is possible.

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

ECXO

APRIL 18, 2024

Impressed by the positive changes, they decided to create a new role – Chief Customer Officer – and offered it to Jose. As the Chief Customer Officer, Jose worked tirelessly to instill a customer-centric culture in every corner of TechEase.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

ChurnZero

MAY 13, 2022

It can feel like a full-time job just trying to keep up with the latest trends touted among LinkedIn, Slack groups, communities, colleagues, competitors, and the list goes on. They cannot live and die by every single thing that happens to every single customer. They’ll never make it.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

Customer Bliss

SEPTEMBER 12, 2019

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. Build one-company definitions of customer segments, customers to invest in.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

ShepHyken

DECEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies integrate their sales and support teams to enhance customer interactions? How can small businesses enhance customer support after a sale? What are the benefits of a customer advisory board?

Chief Customer Officer 62

Chief Customer Officer How To Social Media Customer Relationship Management 62

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

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. If you want happy customers, you need happy employees.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (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 chief customer officer is usually responsible for everything that happens post-sale.

Chief Customer Officer 52

Chief Customer Officer Self Service Leadership Sales 52

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Communicate the work in a way that allows them to connect with you and see the value in it. Communicate the CX work to your C-Suite and peers in a way that allows them to connect with you and see the value in it. Jason Bradshaw.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

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.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. ” Listen to the episode & read the show notes ».

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. It may take intense relationship building and a dedication to communicating CX results. While there’s no magic answer, there are some proven principles to follow. Your CCO is responsible for setting the bar.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

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. The Emerging CCO Skillset.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 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

Customer Bliss

SEPTEMBER 26, 2019

The goal is to set a target date for the first customer room meeting in which the initial version of each competency team’s work will be presented for the first time. The chief customer officer supports and coordinates activities to keep everything moving toward executing the first customer room.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Resources 137

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Customer Bliss

JANUARY 12, 2018

How do you transform customer experience within the postal service – an industry that affects the whole nation? Solve Problems and Go Beyond Customer Expectations. A critical part of Christine’s role as CCO is to ask, “how do we make sure we can empower our front line to deliver great customer experiences?

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

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

Experience Investigators by 360Connext

NOVEMBER 10, 2020

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. There were real struggles and challenges for businesses and their customers, too. Chief Customer Officer at Ericsson CXPA Board Member. – Tabitha Dunn.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Communicate the differences between customer service and experience.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

Customer Bliss

OCTOBER 31, 2017

It’s one that involves a lot of communication, education, and analysis. Client experience is a methodology which involves communication, education, and analysis Click To Tweet. Anne presented a plan to her manager at the time to start the internal customer experience program. People in the c-suite love it.”

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0