Customer Bliss

NOVEMBER 28, 2017

In the first 30 days of his role, his responsibility was to build a path to develop internal customer-centric behavior. . Get to the people down in the trenches, the service reps and managers – hear from them, what do they know and see when they interact with customers every day?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

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

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

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. Consumer markets business has 17,000 employees and generates $16.8B Connect With Margie.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

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

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

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

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

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

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.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

ImprintCX Articles

NOVEMBER 12, 2024

In a recent discussion with Vinay Parmar , I was struck by his suggestion that the title of Chief Customer Officer should be changed to Chief Collaboration Officer. Resilience : Strong collaboration equips teams to navigate challenges and adapt to changes in customer needs or market conditions.

Customer Experience 52

Customer Experience Chief Customer Officer Competitive Advantage Customer Retention 52

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Alvin is based in Florida with his wife and five kids.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Then came the CTO and the CMO. How do we break a tie?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Alida

JULY 16, 2018

Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do. Listening to customers and taking action. VoC tools).

Chief Customer Officer 100

Chief Customer Officer Banking Customer Centricity Customer Voice 100

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. and lead generation processes — and half is on the customer experience side. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. Use SMS, if the customer has agreed to that method of communication. . Best Metric: CES or CSAT.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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. Create a customer-centric culture.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

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. Incorporating high customer touch into routine operations allows you to rebuild trust while creating sustainable customer centric change.

Chief Customer Officer 81

Chief Customer Officer Management Call Center Customer Retention 81

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

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. Storytelling is a great communication tool and an awesome teaching tool, as I wrote about in my post titled Storytelling is a Trojan Horse for Learning.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

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! Communicate effectively with middle management to ensure they’re coaching for the right behaviors to be clear that they’re doing the right work.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

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 123

Chief Customer Officer Airlines Case Study Customer Service 123

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

Kayako

JANUARY 12, 2017

One of the most important aspects is to forget about thinking of B2B communication, and focus on building relationships through human to human interaction. How to Succeed With a Customer-centric Marketing Strategy , by Jill Rowley. To have a truly successful business means really knowing who your customer is.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. Direct communication is common in Germany and Switzerland.

Culture 156

Culture Customer Experience B2B B2C 156

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Customer Bliss

DECEMBER 12, 2017

Isabella Lau is Chief Customer Officer, Manulife (International) Limited, responsible for Marketing, Customer Relationship Management, Corporate Communications, Innovation and Customer Experience functions, as well as leading the Company’s effort in customer centricity. About Isabella Lau.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. Here is the link. But what if that’s not enough in the 21st century? Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ChurnZero

MAY 13, 2022

Keeping up with the latest trends from LinkedIn, Slack groups, communities, colleagues, and competitors can feel like a full-time job. They cannot live and die by every single thing that happens to every single customer. There’s a lot of lip service going around about being customer centric.

Chief Customer Officer 52

Chief Customer Officer Customer Success Handbook Feedback 52

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). All-hands meetings.

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. Q&A Recap: Speakers: Abby Hammer, Chief Customer Officer, ChurnZero.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Drawbacks of Using Traditional Modes of Communication.

Communication 52

Communication Customer Success Chief Customer Officer Customers 52

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Drawbacks of Using Traditional Modes of Communication.

Communication 52

Communication Customer Success Chief Customer Officer Customers 52

Customer Bliss

SEPTEMBER 20, 2018

It was essential to her job that she understood the customers, their mentalities and any challenges they encounter, so she could properly apply her customer experience tactics to improve communications. . What does customer-obsession look like? Would you say you’re customer-obsessed at your organization?

Customer Experience 131

Customer Experience Chief Customer Officer Effort Score Culture 131

Lumoa

APRIL 24, 2018

It’s also a lagging indicator, meaning it doesn’t help teams proactively flag and address customer experience issues in real-time. All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights.

System 317

System Effort Score NPS Net Promoter Score 317