Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. During this time he really made a science of understanding the customers and looking at the data from multiple angles.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! If you want to reach out to her, I am sure she would also be delighted to connect with you. In fact, they have been doing so for quite some time. Happy reading! Jeanne Bliss.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Throwing head count at the customer challenge is not necessarily the automatic solution.

Chief Customer Officer 80

Chief Customer Officer Return on Investment Leadership Customers 80

eglobalis

MARCH 13, 2025

Develop a clear CX vision that ties customer experience to key business objectives such as growth, customer lifetime value, and operational cost reduction. CEO, Chief Customer Officer, or Chief Experience Officer) who champions CX across the company.

Leadership 234

Leadership B2B B2C Effort Score 234

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. Episode Overview. She is an emerging breed of CCO doing double-duty as both transformist and operator.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

InMoment XI

APRIL 1, 2015

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article.

Chief Customer Officer 150

Chief Customer Officer Conference Connections Customers 150

InMoment XI

APRIL 1, 2015

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article

Chief Customer Officer 150

Chief Customer Officer Conference Connections Customers 150

InMoment XI

APRIL 1, 2015

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article

Chief Customer Officer 150

Chief Customer Officer Conference Connections Customers 150

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

Customer Bliss

AUGUST 22, 2018

11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. Make a real difference to your customers. Have an organized annual planning approach that dedicates time to the customer objectives and customer investment.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. The Initial CCO Steps. Read books.

Chief Customer Officer 0

Chief Customer Officer Industry Social Media Conference 0

Customer Bliss

JANUARY 17, 2019

Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Connections 190

Connections Company How To Chief Customer Officer 190

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. About Enrique.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

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. Episode Overview. She has been in the role now for almost 40 months. About Camille. Don’t give up!

Chief Customer Officer 100

Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

AUGUST 22, 2018

11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. Make a real difference to your customers. Have an organized annual planning approach that dedicates time to the customer objectives and customer investment.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Years 1 through 3: Chief Customer Officer Priorities. FIX: Fix unreliable priority customer experiences.

Chief Customer Officer 183

Chief Customer Officer How To Leadership Meeting 183

Customer Bliss

JANUARY 17, 2020

In my first role as Chief Customer Officer at Lands’ End , founder Gary Comer said to me, “You’re the conscience of the company. Or if you measure them against the amount of calls they made in a week instead of against the quality of the conversations and if they really diagnosed a customers’ problems.

Chief Customer Officer 327

Chief Customer Officer Banking ROI Financial 327

ECXO

MARCH 6, 2025

Ideally, the CEO and other senior leaders champion the effort, making it clear through their actions and priorities that customer experience is not just a frontline issue but a strategic, company-wide imperative. Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message.

B2B 339

B2B Customer Journeys How To Effort Score 339

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Know your numbers – connect the work to growth. Episode Overview. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Get a seat at the C-Suite table. Identify and garner ally relationships.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

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. Connect With Margie. Episode Overview. Margie is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. I sometimes classify Darryl’s wisdom as “hard-earned and joyous,” and I think you’ll see that come through in this episode. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

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. The Importance of a Chief Customer Officer.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

ECXO

JULY 29, 2024

Vodafone focuses on connecting for a better future through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication. Mercedes-Benz’s culture of continuous improvement and employee empowerment ensures a strong commitment to customer satisfaction and innovation.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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

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. We all know what it is like to connect pieces of a jigsaw together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. ” The role of the chief customer officer is to work with leaders to unite behavior. Let me ask you this — how many years have you been doing this work?

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

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. Manage priority experience processes proactively to earn customer growth.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

JUNE 6, 2018

Competency 2 gives leaders a framework for guiding the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth. There is no separation between the “customer” work and the “real” work.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. The traits needed in a chief customer officer.

Chief Customer Officer 52

Chief Customer Officer Competitive Advantage Effort Score Net Promoter Score 52

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Make-Mom-Proud companies strive for innovations starting with the emotions customers are having. They think about their customers’ emotions first. So, practice emotion-driven innovation.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Additionally, Yamini and her team developed a Customer Connection Day.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

Customer Bliss

JUNE 13, 2018

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? You know, I learned this the hard way.

Customer Experience 214

Customer Experience Chief Customer Officer Leadership B2B 214

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Episode: How Volkswagen is Leading Customer Experience with Jason Bradshaw. Make the customer experience work, real. Connect what you’re doing to how it’s going to help the C-Suite, your peers, and the business.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

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