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

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. There’s a style about the way we serve customers with passion.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Customer Bliss

JANUARY 12, 2018

Christine says: Understand the importance of customer journeys from end to end, not just looking at it from a business perspective. Put the time and resources into properly mapping the journey out. Understand the importance of customer journeys from end to end, not just looking at it from a business perspective.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

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

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. ” Operational performance and people performance can be aligned better via this type of customer journey mapping.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

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

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

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

MARCH 8, 2018

I found it interesting to hear that Charlotte took this approach, especially considering that more articles are being written about integrating marketing and customer service. Formalize Customer Research and Build a Customer Journey Map. As the customer, what are you experiencing?”

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

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

OCTOBER 11, 2018

You need to really understand your customers. Understand your customers. When Jay works with clients, he starts by documenting the customer journey. He needs to know all of the touch points and inflection points that a brand has with the customer. In the best companies, the customers do the marketing.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys Advertising 107

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. You’ll want to start by fully understanding the steps involved in your customers’ journey. Determine How to Accommodate Your Customers’ Needs.

Consumers 120

Consumers B2C Case Study Retail 120

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

Lumoa

APRIL 24, 2018

On the positive side, NPS provides a consistent methodology to measure consumer affinity for a brand. NPS is a helpful strategic barometer for consumer opinion, but it doesn’t tell us why consumers are happy or un happy. Chip Bell Customer Loyalty Keynote Speaker, Trainer, Author. blog linkedin twitter Why? "It

System 317

System Effort Score NPS Net Promoter Score 317

Customer Bliss

JANUARY 26, 2018

It’s certainly becoming a more popular method of communication for consumers. You need a strategy in place based off your customer journey. Consumers are getting more savvy when using tech to communicate with businesses, and their expectations continue to increase. Credit: Stacey/UX considerations for live chat.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

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

CSM Magazine

FEBRUARY 4, 2021

There is a shift in power going on, fuelled by greater access to information in the digital age, new technology and a broader variety of brands, products and services to choose from, today’s consumer are empowered like never before. With an expanded consumer choice, customers no longer base their loyalty on price or product alone.

Loyalty 52

Loyalty Consumers Customer Journeys Chief Customer Officer 52

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

AUGUST 23, 2018

Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. In this case, journey mapping helped Anand work with his fellow leaders to see things holistically.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Interactions

SEPTEMBER 13, 2024

If you’re in the CX space, here are the top 10 customer experience leaders you should follow to stay ahead of the curve. Damien Leigh – SVP, Direct to Consumer at New Balance Damien Leigh has made a significant impact in the world of retail, leading New Balance’s direct-to-consumer initiatives.

Customer Experience 62

Customer Experience Customer Journeys Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

If you’re in the CX space, here are the top 10 customer experience leaders you should follow to stay ahead of the curve. Damien Leigh – SVP, Direct to Consumer at New Balance Damien Leigh has made a significant impact in the world of retail, leading New Balance’s direct-to-consumer initiatives.

Customer Experience 62

Customer Experience Customer Journeys Chief Customer Officer Banking 62

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Answer Dash

SEPTEMBER 14, 2019

In today’s digital age, never before have consumer journeys and expectations been so diverse. I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Consumers are attracted to companies who honor them.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Eptica

MAY 30, 2018

Network effects and the internet mean that businesses can now operate at greater scale, serving more consumers in more countries than ever before. More and more companies are employing senior heads of customer experience, such as Chief Customer Officers – and 50% of these report directly to the CEO.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

CSM Magazine

OCTOBER 13, 2020

The coronavirus pandemic has had an indelible impact on consumer behaviour, from accelerating touchless and digitally-driven experiences to reviving traditional channels, and much more. Considering customer journeys.

Customer Experience 59

Customer Experience Multi-Channel Chief Customer Officer Customer Journeys 59

Kitewheel

JANUARY 7, 2020

Which key players within your organization should be responsible for your customer journey. Delivering a great customer experience is the key to staying competitive in the new decade. In companies that are more sophisticated in their journey management, they will often have appointed a leader for customer experience.

Customer Experience 52

Customer Experience Chief Customer Officer Customer Journeys Customers 52

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. Customer experience labs and … water heaters?

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

SurveyGizmo

JULY 19, 2018

While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX). 

CRM 65

CRM Technology Data Net Promoter Score 65

CX Journey

JANUARY 26, 2016

To build that customer-centric culture, to get the entire organization to live and to breathe the customer, here are some adoption techniques to consider: brand your initiatives, even name a character/mascot after it deliver ongoing education about customer initiatives, expectations, new products, etc. That's who we think about.

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

Eptica

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Author: Derek Lewis Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. Published on: May 27, 2016.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Contact Center Effort Score 49

SmartKarrot

JULY 15, 2022

A customer journey is defined as the entire experience that a consumer has while communicating with your business. Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. The Top 10 Customer Journey Mapping Tools for CCOs: 1.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10