Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. About Jeb Dasteel.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

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

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

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

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer How To Customer Centricity Social Media 10

Customer Guru

MARCH 15, 2018

In this exclusive interview with Customer Guru, Mr. Michels discusses the need of building a customer-focused culture in every organization as customer experience has become the key brand differentiator. How have you seen the concept of customer experience evolve in these years?

Culture 85

Culture Customer Experience Customer Service Customer Centricity 85

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

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Look for language around leadership engagement, culture, and that your role is defined beyond tactics. People (and organizations) don’t change overnight to suddely become customer-focused.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

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

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

CX University

JULY 31, 2024

The complexities of corporate culture, characterized by internal politics, compartmentalized operations, and ineffective mobilization efforts, add to the challenges faced by customer experience (CX) professionals. This mistake can shape a customer’s perception of the brand, not just the individual error.

Chief Customer Officer 52

Chief Customer Officer Culture Policies Retail 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 194

Strategy Customer Centricity Chief Customer Officer CRM 194

CX Journey

OCTOBER 3, 2017

they heard about successful brands that talked about (and focused on) employee experience, customer experience, customer-centric culture, customer-focused culture, and other key words and phrases that linked to business outcomes such as employee retention, customer retention, and revenue growth.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Click To Tweet.

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

Customer Bliss

OCTOBER 31, 2019

As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. I think anybody in a CXO type of role, or customer-focused type of role really has to hone being empathetic.”

Chief Customer Officer 111

Chief Customer Officer How To Social Media Analytics 111

Customer Bliss

JANUARY 17, 2019

Lisa is a customer-focused business leader using her experience across operations, marketing, communication, and business development to drive change. I am a passionate customer advocate focused on driving value through improved customer experience. CustomerExperience #CX Click To Tweet. About Lisa Henken Ramirez.

Connections 190

Connections Company How To Chief Customer Officer 190

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. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ClientSuccess

NOVEMBER 2, 2020

Hosted by five-time Chief Customer Officer Jeanne Bliss, the Human Duct Tape podcast is the best of both worlds: engaging podcast and customer success strategy. The Human Duct Tape Show Podcast.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

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.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 100

Customer Experience Chief Customer Officer How To e-support 100

Customer Bliss

APRIL 12, 2019

Monica shares that she found her purpose doing customer experience work, and after creating a new customer-driven culture in her prior position at JEA (an electric utility company), she was looking forward to leading a CX transition from the ground up. 3-Stage Approach to A New CX Transformation.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Forrester

APRIL 3, 2017

At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. How have your customers' needs evolved?

Chief Customer Officer 66

Chief Customer Officer Omni-Channel Culture Innovation 66

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. But it’s very different than being a customer-driven company. Much of it comes down to this, too: “customer culture” is talked about by many leaders, but most organizations get it wrong.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. For information contact or www.hyken.com.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

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. Techniques for getting customer information. Episode Overview. Storytelling’s importance.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Leadership 100

Customer Guru

DECEMBER 13, 2017

Referring to the CX Network research cited above, it confirms that building a customer-first culture, linking CX initiatives to ROI, and understanding the customer are the top three challenges faced by companies in 2017. Depending on the kind of business, some departments might have zero interaction with the end customer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

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). She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

CCO Council

MARCH 13, 2016

Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. Chief Customer Officers (CCOs) are stuck in groundhog day: dealing every day with an endless stream of apologies, billing statement credits, and service recovery efforts.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40