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

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

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. Her love for being customer-focused was what helped drive her success at Dropbox, .

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

Customer Bliss

JUNE 6, 2018

The purpose of this work is to galvanize the organization to deliver experiences customers want to have again – to ‘earn the right’ to customer growth. Customer-focused actions are the reactions to survey results, an executive in the field getting direct customer feedback, or a letter that lands on someone’s desk.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. I hold nothing back.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeff is truly obsessed with customer service. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Blake Morgan

JANUARY 28, 2025

By aligning with customer objectives, building tailored frameworks, and delivering consistent value, companies can set themselves apart and achieve sustained growth. Known for her transparent, relatable approach, Kristi also reveals how she uses content to connect with her audience and elevate her role as a thought leader. 8CXLaws.com.

Customer Success 52

Customer Success Strategy Chief Customer Officer Leadership 52

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? According to this article in Forbes, the responsibilities of a CCO are to: Bring The Customer To Life.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Customer Bliss

NOVEMBER 28, 2017

About Sami Nuwar: “I connect dots for a living. ” Sami has 18 years of experience leading teams at Verizon Enterprise, and at American Bath Group, he leads a customer-focused cultural shift to enable sustainable organic growth via disciplined and systematic customer experience management.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

Chief Customer Officer 100

Chief Customer Officer Company Customer Experience Customer Centricity 100

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0:

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

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. Determine Customer Growth, Loss, and Retention. Listen and Understand How You Can Provide Value.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

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

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Don’t hide behind fine print.

Chief Customer Officer 125

Chief Customer Officer Effort Score Policies Customer Service Training 125

Gainsight

JANUARY 10, 2025

AI and automation are fueling the expansion of Digital CS, allowing organizations to: Engage Customers at Scale: Automated workflows and self-service tools simultaneously provide consistent, tailored experiences to thousands of customers. This broader adoption signals that CS is becoming a universal business strategy.

Trends 52

Trends Report Self Service B2B 52

CX Journey

OCTOBER 3, 2017

Rowling As you begin your journey, it's going to be important to tell a story about the company, its employees, and its customers: past, present, and future. Paint a picture that connects the employees to yours customers and, ultimately, to a profitable, solvent organization. How do you do that? But, one day. Because of that.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

Customer Bliss

JUNE 21, 2016

Already a customer-focused company, Esri’s greatest challenge was moving to embedding a set of repeatable competencies inside the business. Nick is the Chief Customer Officer at Esri, leading cross-divisional and cross-functional teams to transform the customer experience for Esri’s global customer base.

Company 129

Company Chief Customer Officer Leadership Survey 129

Customer Bliss

APRIL 20, 2016

In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. I call this one-company leadership.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

Customer Bliss

JANUARY 7, 2016

The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

JANUARY 7, 2016

The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

APRIL 7, 2016

Growth is really about the customer. If you’re going to grow, you’ve got to find ways to get out there, connect with customer needs, to deliver against their needs and wants. Effective managerial decision-making is about connecting silos. Again: connect the silos. I call this one-company leadership.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

Customer Bliss

AUGUST 23, 2018

For instance, there’s a customer policy manager, someone who does service quality management, and even a head of digital who can communicate to the internal team about what information should be displayed on the website based on what the rail regulator is saying. Determine who will help drive your CX strategy.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Help Scout

APRIL 29, 2021

Remove people who aren’t working out: A leader in your business who treats people poorly or who has no interest in listening to customers will be destructive to a culture of customer service. Listen to customers: It is terribly easy to become too busy to stay connected to your customers, especially in a growing company.

Culture 139

Culture Customer Service How To Policies 139

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. It's not customer experience; it's really the whole ecosystem of your organization, and are you united? Connect with Bodine and follow her latest work on Twitter.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Customer Guru

DECEMBER 13, 2017

Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. Depending on the kind of business, some departments might have zero interaction with the end customer. In such a case, it becomes difficult for these departments to develop a customer focus.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Blake Morgan

SEPTEMBER 17, 2024

                                                                            United Airlines is transforming its customer experience with advanced tools like AI, mobile apps, and real-time communication. This proactive approach reduces delays and stress.

Airlines 59

Airlines Technology Self Service Customer Experience 59

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0: Customer rooms allow them to.

Customer Journeys 80

Customer Journeys Chief Customer Officer Hospitality Customers 80

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. Customer focus must be designed with empathy. How do we make this happen?

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. 4) Systematize CX Value .

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Oracle

JANUARY 13, 2020

With a mission to develop a process to empower associates to better serve customers, he’s prioritizing strategies like providing better compensation to key employees, putting experienced, long-time associates in front of customers more often, and keeping personally connected with employees in the field.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Angus Yang.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67