Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Focus on the Customer Value. Be their partner.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 96

Chief Customer Officer Telecommunications Employee Experience Measurement 96

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

AUGUST 23, 2018

Starting off as a customer insights manager with a degree in engineering, Anand shares how this role gave him an opportunity to understand more of the inner workings of the company and use his analytical skills to bridge gaps and problem solve. He created two separate groups to analyze the different aspects of the customer experience.

Transportation 129

Transportation Industry Management Guidelines 129

ClearAction

JANUARY 8, 2024

Unserved customers do not have access to your product/service. champion continuity of value across the end-to-end customer journey for customers and investors. Account Teams ) Ideal Customer Profiles (ICPs) should match purchasing power with operational cost to serve. to reach them.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

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?” Voice of customer, survey, journey mapping, etc.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 48

Chief Customer Officer Telecommunications Employee Experience Measurement 48

Customer Bliss

MAY 5, 2016

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The Customer Leadership Executives on the show talk about how they bring together the silos and multiple priorities to create a one-company experience that earns the right to customer-driven growth.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. What did the first 1-2 months of Francis’s job look like?

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Why we love Annette: She’s the Founder and CEO of CX Journey Inc. Through hyper-growth SaaS companies, Ellie developed a fascination with the customer.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CCO Council

NOVEMBER 21, 2019

Following a merger or acquisition, there is often a massive effort to integrate customers into the new systems, contracts, support, etc. This effort is a phenomenal and often overlooked opportunity to get employees from both companies engaged in a compelling shared goal. How will your employees be involved in creating success?

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

CX Journey

JANUARY 26, 2016

That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA. how does the customer and the experience become a part of your company's DNA? Dare I say, it's a journey. what would the customer say?

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

Think Customers

NOVEMBER 4, 2019

Carmakers and dealerships are facing these challenges head-on with new business models and by doubling down on delivering the right customer experience. But the question remains: What sort of impact can auto companies expect from these efforts? Turbulent times U.S. auto sales are expected to be about 16.9

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Customer happiness and product features won’t float the bill. . Companies are realizing that true growth comes after the customer commits to a partnership. Random acts of C S won’t suffice.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

MARCH 10, 2022

Today there is a need for digital adoption by CIOs in B2B SaaS companies. . The role has evolved to accommodate the unanimous increasing influence of customer experience. Let us learn how the role of the CIO has grown to implement customer experience initiatives in the company. Experience-first networking.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

MARCH 22, 2024

This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Annette Franz is the founder and CEO of CX Journey Inc. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Annette Franz is the founder and CEO of CX Journey Inc. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ECXO

DECEMBER 26, 2023

The Digital Seeker: A Guide for Digital Teams to Build Winning Experiences by Raj K. – Empowering and up-skilling your front-line team when dealing with the end customer over digital channels (i.e. It’s not enough to know that happy employees equals happy customers. Here is the link. Here is the book.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Pointillist

JUNE 6, 2018

Swati: Where do CX organizations typically sit within a company? I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I’ve also seen it start from HR because more and more companies are realizing that employee experience drives customer experience.

Customer Journeys 40

Customer Journeys Customer Experience Chief Customer Officer First Call Resolution 40

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

Michel Falcon Experience

NOVEMBER 8, 2015

I mean, will you actually invest, in dollars and time, to create a customer experience that is worth seeing again and again? Know that your customer experience is only going to get better with action and it deserves the exact same attention that marketing and sales receives. Are they consistently motivated to excel?

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

Customer Alignment

DECEMBER 18, 2017

This action of taking feedback from customers and ‘fixing’ what appears not to be working there and then, and upgrading the customer journey has been a step in the right direction; the fixing has often been in the absence of the overall picture and context of what experience the organisation wants to deliver to its customer now, and in the future.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. And besides all this, you’re also a customer experience manager at ICE.

Customer Centricity 208

Customer Centricity Customer Experience Hotels Customer Journeys 208