Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Alida

MARCH 10, 2017

Companies can avoid Twitter’s troubles by listening to customers and users from the start. Ongoing customer engagement needs to be a component of your CX program. The call to “improve the customer experience” is a nebulous one. CX programs require strategy and leadership from the top. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 196

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

CloudCherry

DECEMBER 1, 2018

Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. At CloudCherry, I own customer experience.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

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. Put customers front and center. Do they know?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Kerry Bodine

JANUARY 4, 2017

DMI Design Leadership Conference. Chief Customer Officer USA. Next Generation Customer Experience. IPQC’s Executive Customer Contact Exchange. Center for Customer Engagement’s 2017 Summit on Customer Engagement. Phoenix, Arizona. June 5 – 8, 2017. June 19 – 21, 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ChurnZero

JANUARY 13, 2022

As a result, Customer Success leaders continue to increase their prominence and power within the organization. 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.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

CloudCherry

OCTOBER 30, 2018

Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. At CloudCherry, I own customer experience.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

Customer Centricity 75

Customer Centricity ROI Measurement Chief Customer Officer 75

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Customer Bliss

AUGUST 25, 2016

You can call “decision-makers” a lot of things: C-Suite, senior leadership, VPs, Directors, etc. You need to get to one-company leadership. Your customer-facing work can’t reside in its own silo, where you own a presentation to the other decision-makers every 10-12 weeks. The reality of decision-makers.

Customer Journeys 0

Customer Journeys Chief Customer Officer Leadership Company 0

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base. Learn more about the firm’s service offerings at [link].

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81

CCO Council

MAY 13, 2014

Armed with tangible proof of the ROI of investments in customer centricity, customer executives can have meaningful conversations with top leadership, enabling them to compare such investments against other priorities and make the best decisions for the company.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. He is also CEO and founder of Beyond Morale, a customer experience consultancy firm.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. What Do You Know Now That You Wish You Knew Then?

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience Customer Journeys Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience Customer Journeys Chief Customer Officer Banking 62

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . But alignment is more than just having a seat at the leadership table. Winning over the CFO can be huge for making Customer Success a financial priority. With Executives, Think Big.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. To increase your likelihood for a positive outcome: Prepare to be creative in how you financially help customers. What is Customer Goodwill?

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

ChurnZero

DECEMBER 2, 2022

In our webinar, “ Lessons learned from a big a$$ book shift ,” ChurnZero’s CX team pulls back the curtain to share the methodology, approaches, and lessons learned from shifting CSM books across our entire customer base. Q: When launching new customer segmentation, should you use a big-bang or phased approach?

Chief Customer Officer 98

Chief Customer Officer Analysis Customer Base Exercises 98

ChurnZero

DECEMBER 2, 2021

An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. RYG events started as local Customer Success meetups (now called RYG Leadership Hours ), which provided a casual and intimate setting for Customer Success leaders to talk shop. Jay Nathan , Chief Customer Officer, Higher Logic.

Conference 98

Conference Customer Success Leadership Sales 98

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Staffing growth in customer support and customer success may indicate poor CXM accountability.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. But we know it’s not likely that you were able to catch it all as its been a whirlwind of a year.

Chief Customer Officer 52

Chief Customer Officer B2B Leadership Customer Success 52

Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. They are committed to the company, its value proposition and its customers.

Rewards Programs 60

Rewards Programs Hotels Chief Customer Officer Travel 60

Eptica

SEPTEMBER 3, 2015

Explain to people what they can do to support customer service as part of their individual job roles. Give them objectives that relate to customer service – and reward them for achieving them. Encouraging your CEO to put in a shift in the contact center might well be a good place to start! Share this page on: Tweet.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

Gainsight

SEPTEMBER 12, 2024

Dive into proven strategies for creating a scalable CS framework that drives growth, reduces cost to serve, and maximizes customer lifetime value. If your company is ready to leverage CS to drive revenue and improve customer engagement and satisfaction, you won’t want to miss these sessions.

Self Service 52

Self Service Chief Customer Officer Leadership Customer Success 52

Gainsight

SEPTEMBER 12, 2024

Dive into proven strategies for creating a scalable CS framework that drives growth, reduces cost to serve, and maximizes customer lifetime value. If your company is ready to leverage CS to drive revenue and improve customer engagement and satisfaction, you won’t want to miss these sessions.

Self Service 52

Self Service Chief Customer Officer Leadership Customer Success 52

ChurnZero

OCTOBER 15, 2021

The rising prominence of Customer Success is the result of it being the central business driver of growth and profit. So, as we were planning our closing session for our recently held BIG RYG Leadership Summit, we thought what better way to wrap up our event than to answer the question of “Where is Customer Success headed?”.

Customer Success 97

Customer Success Metrics Customers Chief Customer Officer 97

CustomerSuccessBox

AUGUST 16, 2022

Gain Grow Retain: B2B SaaS Customer Success. The podcast is dedicated to budding CSMs in the B2B SaaS space and majorly talks about ways to scale businesses and drive customer engagement and growth. Link to the podcast: The Customer Success Channel. This brings companies together and enables customer-led growth.

Customer Success 52

Customer Success Chief Customer Officer B2B Leadership 52