Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Where there were comments, it was an intensely manual process to decipher key themes, with what we call “air dives” done by individuals within the customer voice team. Unite Your Teams to Achieve a Company-Wide Metrics Goal.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Alida

JULY 16, 2018

Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do. Focus on customer outcomes, over revenue outcomes. “Do

Chief Customer Officer 100

Chief Customer Officer Banking Customer Centricity Customer Voice 100

Calabrio

JULY 26, 2017

Just one dissatisfied customer can influence an entire network of prospective customers. If customer experience is genuinely a top priority for the company, someone needs to lead the charge. That’s where the Chief Customer Officer (CCO) comes in. Has no dedicated voice of the customer in the C-suite.

Chief Customer Officer 124

Chief Customer Officer Competitive Advantage Leadership Customer Retention 124

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

GetFeedback

JANUARY 19, 2020

So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Wootric CX Blog

DECEMBER 2, 2019

Wootric offers a sweet spot of consultation, unparalleled text and sentiment analytics , and high-response microsurvey feedback collection that leverages our customers’ existing systems such as Salesforce. About Wootric.

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

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.

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

Gainsight

MARCH 15, 2022

’,” says Stephen Horning, a Vice President of Customer Success. The Volume of the Customer Voice. Even if you’ve got a robust CS team doing all the right things day-to-day, it can be a red flag if the voice of the customer isn’t surfacing in the bigger CS processes. “I’d

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

ChurnZero

MAY 20, 2021

If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it. You will struggle to find Customer Success leaders If you need to hire a Director, VP, or Chief Customer Officer, get started early. Common Pitfalls.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

ClearAction

JANUARY 14, 2015

Adapting the company to customers' needs through improvement and innovation of customer experience. Promoting engagement of employees and customers alike, in accordance with the above. Maersk: Focusing on People in B2B Customer Experience Strategy. Boeing: Customer Survey Actions & Feedback to Customers/.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

Gainsight

FEBRUARY 27, 2025

As the Office Vibes Manager and Executive Assistant to the Chief Customer Officer at the time, Shorter worked in the Redwood City officewhere nearly every Gainsight employee started their journey. Shorter says, I learned about Black history from my family because schools didn’t really teach it.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customers 52