Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. ’ The final one is a bit more standard: customer satisfaction. Her first piece advice was getting top-down support and buy-in.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

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

MARCH 17, 2016

The Columbus Metropolitan Library not only has the customer at the core of their business, their organization chart also ensures that focus. Chief Customer Officer Alison Circle described this structure as the way to align everyone’s decision making lens around supporting the customer.

Chief Customer Officer 100

Chief Customer Officer e-support Customers Customer Experience 100

Wootric CX Blog

MARCH 15, 2020

Of course, the question then becomes how do you retain customers and build loyalty? This may not hold true for every business we work with – Zoom, GrubHub, and the e-commerce toilet paper company Who Gives a Crap are having quite a moment. How can you plan to support your employees through these challenges?

Company 125

Company e-support How To Chief Customer Officer 125

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. For example, when I worked at Payfirma, the customer support team was put in charge of reducing churn.

Feedback 136

Feedback Net Promoter Score e-support Chief Customer Officer 136

ChurnZero

AUGUST 25, 2020

Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support. H e subsequently served as SVP/GM of the SteelBrick business unit until May 2017 when he left to refocus on entrepreneurial adventures.

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

Interactions

SEPTEMBER 13, 2024

With experience in financial wellness and retail strategy at KeyBank and Liberty Mutual, he now leads consumer and business banking at Santander, delivering cutting-edge customer engagement solutions​. His focus on creating digital-first, customer-centric experiences has led to improved customer engagement across multiple channels.

Customer Experience 62

Customer Experience Customer Journeys Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

With experience in financial wellness and retail strategy at KeyBank and Liberty Mutual, he now leads consumer and business banking at Santander, delivering cutting-edge customer engagement solutions​. His focus on creating digital-first, customer-centric experiences has led to improved customer engagement across multiple channels.

Customer Experience 62

Customer Experience Customer Journeys Chief Customer Officer Banking 62

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Flavio Martins.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

MARCH 22, 2024

This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

ChurnZero

NOVEMBER 27, 2019

As a part of change management , e xecutive, CSM and client buy – in is essential. T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . A re you assessing health?

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

ProProfs Chat

DECEMBER 7, 2018

Be sure and monitor your E-commerce sites for checkout issues on an hourly basis especially during Holiday Season. Issues with the customer-experienced IT quickly become business incidents and require robust business processes and systems to ensure the experience of a potentially large number of customers is not at risk.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Amity

MARCH 24, 2016

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. How is Customer Success structured at Vend? What does the Customer Success Culture look like at Vend?

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

Comm100

SEPTEMBER 22, 2016

For big support teams with busy professionals, however, finding the extra time to read is already a challenge. But we still want you to be able to take advantage of the books that can transform your current customer support operations. For Support Team Leaders. Chief Customer Officer 2.0:

Customer Service 100

Customer Service Case Study Gamification Culture 100

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Flavio Martins.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Amity

JANUARY 30, 2014

While many SaaS companies are shifting towards pooled and self-serve support, some will focus on generating a deep understanding of their customer’s business drivers, their unique definitions of success, and how they are using services. – Paul Chilensky, Former Vice President of Customer Success, Onshift Inc.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

ChurnZero

DECEMBER 27, 2019

Is the onslaught of support tickets, emails, and customer complaints forcing you to live in a constant state of reaction? Avoid these common productivity pitfalls by adopting habits to better delegat e your energy and time. . . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category .

e-support 64

e-support eBook Chief Customer Officer B2B 64

Wootric CX Blog

JULY 15, 2020

Step 2: Get S-P-E-C-I-F-I-C with your open-ended ask. Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric. For example, your customer support team can learn more by reaching out to detractors who cite “support” as an issue. Support Team.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

ChurnZero

NOVEMBER 8, 2019

Customer Success platforms are built to provide the workflows your CS team needs to succeed – all with little to n o technical know-how. In fact, these platforms support these workflows out of the box. This makes it challenging to create CRM reporting that follows a customer through their lifecycle. .

CRM 63

CRM Customer Success e-support Chief Customer Officer 63

ChurnZero

OCTOBER 6, 2023

Earlier this week, hundreds of customer success professionals, from diverse locales and companies, all converged in Washington, D.C. We might be biased, but the CS industry has some of the most uplifting, passionate, supportive, curious, smart, and driven people out there in SaaS today. Be very experimental.

Chief Customer Officer 52

Chief Customer Officer e-support Conference Social Media 52

Gainsight

JULY 9, 2020

But I am also a Phoenician and always support the Arizona Cardinals, especially the amazing Larry Fitzgerald. After he and Bill talked, he analyzed it and came up with a formula called E³ or E to the third power. When Joe spoke about leadership and coaches, I envisioned the Chief Customer Officer.

Leadership 59

Leadership e-support Chief Customer Officer Customer Success 59

Wootric CX Blog

SEPTEMBER 18, 2019

Wootric’s modern customer experience management (CXM) solution is the easiest way for CX champions and teams to evangelize customer-centricity and empower stakeholder teams (such as marketing, product, operations, success and support) by democratizing insights from real-time customer feedback, including verbatim feedback, at scale. .

Customer Experience 40

Customer Experience Net Promoter Score Competitive Advantage Self Service 40

Chattermill

MAY 12, 2019

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. The main takeaway is, customers and companies alike benefit from real-time, conversational connections, versus hands-off lead generation methods and email marketing campaigns.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ChurnZero

MAY 1, 2020

The best evidence needs to not only support your claim, but also have a connection to your audience,” advises HubSpot. If a supporting point is only tangentially tied to your audience, get rid of it. . For instance, let’s say you were selling Customer Success software to your C-Suite. Know your audience and adjust accordingly.

e-support 53

e-support Chief Customer Officer Tips Software 53

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. I also read the book you see below, What’s the Secret?

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ChurnZero

OCTOBER 25, 2019

And then one of the other things you can do is say well, let me share with you what I see happen with most customers when they go through and implement software and you tell me if this fits your organization. Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero.

Customer Success 49

Customer Success Customers System Software 49

Talkdesk

FEBRUARY 5, 2021

The Talkdesk retail and e-commerce team was in attendance to devour as much of Chapter One’s 80 hours of virtual content as we could. Marvin Ellison, president and CEO of Lowe’s , spoke with NRF president and CEO Matthew Shay about how retailers need agile e-commerce platforms and supporting technology that are strong and stable.

e-support 87

e-support Retail Contact Center Self Service 87