Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

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Chief Customer Officer Leadership Customer Centricity Culture 93

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

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Culture Chief Customer Officer Customer Success Competitive Advantage 59

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Lynn Baker.

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Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

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Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. Finally, there’s CX Culture.

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Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. Finally, there’s CX Culture.

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Chief Customer Officer Culture Customer Centricity Course 93

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.

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Airlines Industry Strategy Customer Experience 176

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.

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Leadership Chief Customer Officer Handbook Social Media 110

Alida

JUNE 16, 2016

Her presentation at the Summit, The Five Decisions of Beloved and Prosperous Companies , will reveal actionable tips on how companies can transcend normal business practices to be customer-centric, how culture acts as a growth engine and how brands can thrive in both good and bad times.

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Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

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.

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. My response?

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Chief Customer Officer Customer Centricity Culture Resources 72

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. So where is the line?

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Chief Customer Officer How To Leadership Social Media 110

ChurnZero

FEBRUARY 13, 2023

The chief customer officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

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Customer Success How To Chief Customer Officer Consulting 52

ChurnZero

FEBRUARY 13, 2023

The Chief Customer Officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

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Customer Success Chief Customer Officer Consulting Knowledge Base 52

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. flavmartins.

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Zeisler Consulting

AUGUST 17, 2021

I know some of my fellow CX consultants go so far as to use the ROI of CX as their calling cards…not only engaging in the discussion but also leveraging it as the heart of their pitches to clients. How do you sell CX to leadership? I’ve even written about it myself on several occasions.

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ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

SEPTEMBER 27, 2018

During this change management process, Lucy explains that in bringing various teams together, in addition to presentations, she brought in a management consultant to help them bridge communications and achieve their mission. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc.,

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Communication Chief Customer Officer Customer Care Leadership 222

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role. ” About Rosalyn Curato.

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Company Strategy Chief Customer Officer Financial 149

Zeisler Consulting

DECEMBER 7, 2022

Fast forward now to my life as a Fractional Chief Customer Officer and CX consultant (and constant pest when it comes to preaching about the value of feedback), and it occurs to me: Maybe it’s okay sometimes to ask for a positive review. Everything’s on the up-and-up and nothing really seems forced or phony.

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Chief Customer Officer Consulting Feedback Survey 72

ECXO

DECEMBER 26, 2023

The Digital-First Customer Experience: Seven Design Strategies from the World’s Leading Brands by Joe Wheeler. Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world. messaging, social media, live chat, video chat, online reviews).

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Case Study Customer Centricity Social Media Competitive Advantage 156

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.

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Chief Customer Officer Culture Leadership Financial 129

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers. Lack of ownership.

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Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Customer Bliss

JANUARY 17, 2019

Through providing this type of service with prepaid cards, Netspend helps serve the underserved – and this aspect alone means the company has to place heavy importance on customer experience. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts.

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Connections Company How To Chief Customer Officer 190

Customer Bliss

AUGUST 10, 2018

The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus. #CX Building Our Customer Room. The following excerpt is from my third book, Chief Customer Officer 2.0, How to Build Your Customer-Driven Growth Engine.

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Employee Engagement Company Chief Customer Officer Engagement 111

Zeisler Consulting

MARCH 30, 2021

Let’s look at another example with a different Why : Although culture is a huge part of a successful CX effort, if that’s all it is, there’s likely an issue. If, in your division (whichever it is), you’ve seen the importance and impact of concentrating on your Customer, take those successes and share them.

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Chief Customer Officer Culture Survey Interaction 93

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer Customer Success Leadership Consulting 53

ChurnZero

AUGUST 25, 2020

She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture. Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . .

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Chief Customer Officer e-support Conference B2B 69

CX Journey

NOVEMBER 6, 2014

Cultural Considerations Q. What cultural faux pas do we need to avoid? What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Cultural Considerations Q. Take an honest look at your organization’s culture.

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Hotels Consulting Culture Chief Customer Officer 171

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

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Customer Experience Chief Customer Officer Leadership Culture 100

Gainsight

JUNE 8, 2022

The same can be done for building a customer-centric culture in B2B SaaS: if customer outcomes are regularly revisited internally , employees can help realize those outcomes for customers externally. . C = Consulted: . Teach Employees How to Help. A = Accountable: . I = Informed.

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Customer Success Customer Centricity Chief Customer Officer B2B 59

Customer Bliss

NOVEMBER 23, 2018

Eric’s responsibility is to reshape and redefine the employee culture, and with a front line of about 30,000 people worldwide, that’s a large undertaking. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. How did he handle this?

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Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. But I knew that I needed to cut my teeth and earn experience if I wanted a smooth transition between being an employee and being an entrepreneur, consultant and keynote speaker.

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Call Center Consulting Customer Experience Net Promoter Score 60

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. This blog is a summary of those findings. 14% had never used NPS at all.

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Net Promoter Score NPS B2B Metrics 130

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Blake Morgan Customer Experience Futurist, Speaker and Author. I would NEVER rely on NPS as the only measurement of customer perception." Why did you give that score? blog linkedin twitter Why?

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System Effort Score NPS Net Promoter Score 317

Zeisler Consulting

MAY 3, 2022

If they were really that important and you really wanted them to have an actual seat at the table, you’d fill it with a no-kidding Chief Customer Officer. up to the table, but not important enough to invest in an actual representative to sit at that table.

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Chief Customer Officer Customer Centricity Leadership Exercises 72

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. Then, I found myself convincing customers to buy more services.

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