Customer Bliss

NOVEMBER 22, 2016

Your focus is on customer and employee experience. One aspect that unites all CCOs (that I’ve worked with) is this greater focus on experience, both internal (employee) and external (customer). Carol had three key pieces of advice here: You’ve previously run a successful operation.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

ECXO

APRIL 26, 2023

Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). McKinsey puts the figure at 90%.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. 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.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

Customer Bliss

DECEMBER 28, 2018

MTN Cameroon had to adjust to the shift in customer behavior with the increasing use of the Internet. Employee Experience Trickles Down to Customers. After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. In The Power of Moments , Chip and Dan Heath ask you to think about the positive moments and experiences you’ve had in your life. My book, Chief Customer Officer 2.0

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

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 101

Chief Customer Officer Telecommunications Employee Experience Measurement 101

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The authenticity of these connections, people’s ability to really help and the front line’s respect for the customer because they themselves are respected are more critical now than ever.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Chester explains that training is now done in bite-sized, Internet-based sessions.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Blake Morgan

MARCH 28, 2023

Nationwide Insurance is known for its customer-centricity, largely because of its company-wide focus on listening to customers and using their feedback to continually improve the experience. The key to effectively listening to customers is doing something with their feedback.

Feedback 52

Feedback Company Chief Customer Officer Customer Centricity 52

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ECXO

DECEMBER 26, 2023

According to Tiffani Bova, this siloed focus on customer experience – without considering the impact on your staff – actually hinders growth in the long run. The most successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) at the same time.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ClearAction

JULY 28, 2023

Show them what they need to do to (a) stop prevalent customer issues from recurring and (b) prevent customer issues from occurring. Customer focus must be designed with empathy. This is the missing ingredient in the employee experience fiasco of the 2020s (quiet quitting, great resignation, reshuffle, etc.).

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

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.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

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

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

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. Thimaya Subaiya and Anisha Sivakumar Discuss the How Strong Connections Drive Business. It means improving connections!

Chief Customer Officer 52

Chief Customer Officer Leadership Innovation Connections 52

Peter Lavers

FEBRUARY 20, 2019

The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. Connected CX journeys. Customer analytics. Employee experience and workforce optimisation. Digitalisation. Robotics and AI. Technology enablement.

Report 40

Report Data Chief Customer Officer B2B 40

Customer Bliss

AUGUST 23, 2018

Now, if you’ve been listening to my podcast or reading my posts, you know that customer experience is also largely affected by the employee experience as well. You’ve really got to connect all of these different dots so you can know how to prioritize your efforts.

Transportation 129

Transportation Industry Management Guidelines 129

Peter Lavers

JANUARY 30, 2019

The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. Connected CX journeys. Customer analytics. Employee experience and workforce optimisation. Digitalisation. Robotics and AI. Technology enablement.

B2B 40

B2B Report Chief Customer Officer Analytics 40

North Highland

MAY 28, 2019

I was joined by a panel of uber-talented and insightful CX practitioners that included Mark Slatin, Senior Vice President, Client Experience at Sandy Spring Bank; Nick Frunzi, Chief Customer Officer at Esri; Maria Marino, who will soon join Gartner’s CX practice; and moderator Carolyn Galvin, Senior Principal Analyst from Nuance Communications.

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

Customer Bliss

MAY 3, 2016

He focuses extensively on Voice of the Client work and The Northern Lab, a human-centered design experience that works with a wide variety of stakeholders to design differentiated experiences for both customers and employees. Connect with Scott. Scott is on LinkedIn. Key takeaways.

Chief Customer Officer 100

Chief Customer Officer Leadership Video Customer Experience 100

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business. And why?’. “Of

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

Customer Bliss

MAY 5, 2016

Cross-functional teams and the ‘three-hump camel’ In my book Chief Customer Officer I refer to these cross-functional teams as building a “three-hump camel.” The goal is real feedback on processes from both customers and employees (external and internal). ” What does that mean?

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

ProProfs Chat

DECEMBER 7, 2018

Adding a human touch and being transparent throughout your conversations will help your customers connect with your brand easily. Ingrid Lindberg CXO & Founder, Chief Customer. Creating real, engaging, and deliberate customer experiences are at the heart of delivering excellent service. Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

CCO Council

NOVEMBER 21, 2019

” Like Jeb found at Oracle, we need to provide opportunities to connect employees with customers and direct their intrinsic desire to serve customers. Engaging Employees in your Ease of Doing Business Efforts. Improved employee experience almost always translates into an improved customer experience.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Think Customers

NOVEMBER 4, 2019

Volkswagen Australia Builds Trust with Chief Customer Officer Understanding how the customer thinks and behaves is exactly what Jason Bradshaw, the first chief customer officer at Volkswagen Group Australia , has set out to do. Like other parts of the world, Australia’s auto market has been softening.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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

Qualtrics

MAY 23, 2019

It’s a key role that helps to provide a holistic view of the experiences across the organization, breaking down silos and connecting the work of various departments to drive consistency in both the design and delivery of those experiences. Chief People Officer. Chief Customer Officer (CCO).

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 317

System Effort Score NPS Net Promoter Score 317

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.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

NOVEMBER 19, 2019

“If we don’t provide a great experience for our internal employees, there’s no way we can expect them to provide a great experience for their external customers.”. – Anahita Reilly, Chief Customer Officer of U.S. My advice to newcomers in the Employee Experience world?

Management 31

Management Chief Customer Officer Healthcare Banking 31

SmartKarrot

MARCH 10, 2022

CIOs played a crucial role during the global pandemic to keep the employees and their families safe. Secure and speedy connections, workplace information access, and data security are some aspects that CIOs need to deal with in today’s remote work culture. Need for instant connection with the CX teams . Final Thoughts .

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

Qualtrics

JANUARY 2, 2019

Win: Connected Government Act passes. The January 2018 passage of the Connected Government Act was a win for government CX because it requires new or updated public-facing federal websites to be mobile friendly. Struggle: Chief customer officers are still mostly missing. First, a look at the wins.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

SmartKarrot

AUGUST 16, 2022

QBRs help reinforce positive relationships with customers. You are connected to customers and so know what they face on a daily basis. You can customize your approach and strategy with customers. Are the customers posting about the product on social media? It need not always be the chief customer officer.

Chief Customer Officer 10

Chief Customer Officer ROI Meeting Metrics 10