Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

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. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

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. That attitude is no longer viable todays business users expect consumer-grade experiences.

B2B 339

B2B Customer Journeys How To Effort Score 339

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

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. Similarly, Zappos Adaptive was designed around the emotions of their consumers with physical disabilities. So he eliminated tips so people and teams can focus on the food and the service.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

Chief Customer Officer 48

Chief Customer Officer Contact Center Analysis Customers 48

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

Consumers 101

Consumers Technology Chief Customer Officer Social Media 101

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Consumers want options and convenience.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

JANUARY 12, 2018

Christine is an accomplished and highly versatile business leader and Non-Executive Director, with extensive experience in delivering strong financial and people outcomes in the retail, eCommerce, consumer services and logistics sectors. Let me know what was your favorite part of the episode in the comments below.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

GetFeedback

JANUARY 19, 2020

Notice that this sample map is for “Jane,” a consumer looking for a health plan. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. purchasing). .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. The study also uncovered tension around who owns the customer, and 30 percent of respondents noted a key hurdle is the confusion around the responsibility for the customer experience.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

Customer Service 151

Customer Service Chief Customer Officer Contact Center Customer Service Training 151

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Customer Bliss

JANUARY 3, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. It’s something we should be concerned about both as consumers and as business leaders. Are you sharing all the facts, so customers always make informed and peace of mind decisions?

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

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 joined Johnson & Johnson Consumer Inc. About Chester Twigg.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

BlueOcean

JANUARY 9, 2018

These technologies are sparking new expectations in today’s consumers on an almost daily basis. The Evolution of Self-Serve Customer Service. Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

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.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Customer Bliss

OCTOBER 31, 2017

Key Takeaways + Strategic Grassroots Planning (30 days, 90 days, and long-term planning): Anne credits The Truth About Customer Experience from the Harvard Business Review as a source that was instrumental during the initial stages of her planning. You have to communicate in a way thats fresh and also consumable to your audience.”

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Comm100

MARCH 8, 2017

Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Shep Hyken is a classic must-know customer service expert, and that is not without its reasons. She is an expert on customer-centric leadership, and an active tweeter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. Get more information on The Customer Focus ™ customer service training programs.

Chief Customer Officer 125

Chief Customer Officer Effort Score Policies Customer Service Training 125

Customer Bliss

JANUARY 10, 2019

Use Education and Emotion to Communicate with the Customer. Understanding that energy considerations are a low priority for most consumers, Michael and his team have to break through customer apathy. Customer service reps need to create a personal, emotional connection with a customer. #CX

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

Customer Bliss

AUGUST 22, 2019

Consumers want options and convenience, and as providers, you have to step up to the challenge to provide this for them. In fact, Thales Teixeira, a former Lumry Family Associate Professor at the Harvard Business School , recently spoke with me about this topic on my podcast.

Consumers 120

Consumers B2C Case Study Retail 120

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

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Customer Bliss

MAY 17, 2016

He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers).

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Customer Bliss

OCTOBER 29, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. When customers need you, are you there? Delivering that peace of mind is not only the right thing to do it actually boomerangs back to you in customer karma.

Communication 128

Communication Chief Customer Officer Video Course 128

Experience Investigators by 360Connext

NOVEMBER 10, 2020

In the future, customers will continue to make decisions based on factors like health and safety standards and processes, the amount of in-person interaction required, and how long they’ll need to wait in line. Customer experience leaders and all leaders took lessons from these extraordinary times. – Tabitha Dunn.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

My Customer

AUGUST 1, 2022

PUK consumers are feeling the effects of tough trading conditions for many businesses, with flight cancellations, parcel delays, low stock. By Kim Burgess Chief Customer Officer. 22nd Aug 2022.

Chief Customer Officer 82

Chief Customer Officer Consumers Customers 82

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. Natalie is the Vice President of Consumer Experience for Anthem Inc. Episode Overview. The problem?

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

DECEMBER 5, 2017

Can you manage a B2B relationship with customer providers and consumers? In the beginning stages of Angie’s List, companies would complain about negative reviews from consumers. This was good for the service providers and consumers because it allowed them to see more than just the customer POV.

Chief Customer Officer 129

Chief Customer Officer Consumers B2B Leadership 129

ShepHyken

JULY 17, 2018

What can you do to help create an effortless customer experience? Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services , to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience. ?.

Omni-Channel 17

Omni-Channel Chief Customer Officer Poor Customer Service Social Media 17

Helen Dewdney

AUGUST 12, 2019

In my series of interviews with people in the consumer world regarding their complaining habits, today sees the turn of James Dodkins. 3) How well do you know your legal rights ( Consumer Rights Act , different sectors regulations etc.). How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Consumers 60

Consumers Chief Customer Officer Social Media Feedback 60