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. Foster Good Employee Experience. Listen to our conversation, here.

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Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes.

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Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. The “Black Box” of customer experience actions. Episode Overview.

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Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. I want to learn from these people.

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Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

Customer Bliss

JANUARY 12, 2018

How do you transform customer experience within the postal service – an industry that affects the whole nation? Solve Problems and Go Beyond Customer Expectations. Solve Problems and Go Beyond Customer Expectations. Listen to customers and take action. Bind Your Team Together.

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Chief Customer Officer System Customer Experience Ecommerce 165

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits.

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Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

SEPTEMBER 26, 2019

You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience. Ultimately, headcount affects employee experience which affects your customers. The decision will need to be made in year one regarding customer issues.

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Chief Customer Officer Customer Experience Leadership Resources 137

Customer Bliss

AUGUST 8, 2019

The following books should be in your arsenal for customer experience transformation. The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Their insights help us understand why we tend to remember the best and the worst moments of an experience.

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Chief Customer Officer Hotels Customer Experience Tips 143

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Lee West, Pastor of Guest Experiences @GatewayPeople Click To Tweet.

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System Hospitality Customer Experience Guest Experience 162

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. So, today I want to tell you about three things that you must be aware of to align your departments and create a consistent experience for customers. #1: First action is do a trust audit.

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Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience. .”

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Leadership Consumers Customer Experience Chief Customer Officer 128

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

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Brands Customer Experience Chief Customer Officer Airlines 120

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

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Michel Falcon Experience

SEPTEMBER 25, 2014

Customer experience is the solution to silos existing within your company. To genuinely become a company that is focused on creating a world class customer experience you must have an individual – or team depending on the size of your company – who oversees customer experience.

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Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points.

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Chief Customer Officer Leadership Metrics Customer Journeys 100

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Invest Deeply in Listening to Your Customers. Lexi Reese is the Chief Operating Officer at Gusto, a B2B company that offers fully integrated online HR services to handle payroll, benefits and more.

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B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

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Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. You’d want to know her customer history and if you’re on the front line, you’d want to be given the chance to make an informed decision. Of course not, you would want to hear her story.

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Self Service Chief Customer Officer Course Policies 178

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers.

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Telecommunications Chief Customer Officer Call Center Government 141

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

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Customer Experience Customer Service Social Media Consulting 147

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. Focus on the Customer Value.

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Chief Customer Officer Banking B2B Customers 147

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers.

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Contact Center Leadership Hospitality Chief Customer Officer 207

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. C: Customer team reinvention. Create Value for All of Your Constituents.

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Chief Customer Officer Leadership Social Media Retail 161

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

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Customer Experience Analysis Customers Metrics 120

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

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System Effort Score NPS Net Promoter Score 317

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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Customer Experience Consulting Multi-Channel Leadership 132

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). The reason?

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Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Customer Bliss

MAY 5, 2016

If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced. In my experience (and I’m sure yours too), two kinds of cross-functional teams are often assembled: functional teams and dysfunctional teams. The Funky Task Force.

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Customer Experience How To Chief Customer Officer Roadmap 100

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

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Chief Customer Officer Metrics How To Net Promoter Score 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

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Customer Experience Customer Service Social Media Consulting 130

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. They started collecting data regularly and talking to customers in real life.

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Telecommunications Industry Effort Score Chief Customer Officer 141

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

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Chief Customer Officer Telecommunications Employee Experience Measurement 100

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

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Leadership Chief Customer Officer Social Media Loyalty 120

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. Whether you're just launching into your customer experience journey or are well on your way, storytelling is a valuable tool.

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Chief Customer Officer Transportation Culture Leadership 126

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. Think About the Long-Term Vision.

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Culture Chief Customer Officer Leadership B2C 131

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

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Customer Service Contact Center Customer Centricity Leadership 207

Wootric CX Blog

JANUARY 6, 2021

Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience. This next step in our evolution means great things for our customers and other businesses seeking a modern approach to CX improvement. .

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Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105