InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Q: Which channels does Craveable Brands use to capture customer feedback?

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ECXO

MARCH 6, 2025

Leadership must establish a clear vision for what great customer experience looks like for the organization and articulate why it matters for the companys future. Many organizations designate a specific executive owner for CX (such as a Chief Customer Officer or Chief Experience Officer) to lead the charge.

B2B 339

B2B Customer Journeys How To Effort Score 339

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. She also redefined a lot of KPIs for 2017 so as to be more customer-facing. Episode Overview.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. You wouldn’t make decisions, for example, about changing a product offering without including representation from your supply chain, your sales department, engineering, etc.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. The Initial CCO Steps.

Chief Customer Officer 0

Chief Customer Officer Industry Social Media Conference 0

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. One example: the on-boarding experience. The leadership team is leading by example. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer How To Return on Investment Leadership 100

Zeisler Consulting

MAY 4, 2021

I was recently speaking with a friend who’s a Chief Customer Officer. She has the support of her boss, the CEO, who often speaks of the importance of CX and why having a Chief Customer Officer is so valuable. But one thing missing from her charter: Doing anything about the Customers’ experiences.

Chief Customer Officer 72

Chief Customer Officer NPS Fashion Social Media 72

Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

Customer Bliss

JANUARY 17, 2020

You have an opportunity to make it easier on employees to deliver value to customers. For example, Commerce Bank—now TD Bank —asked their employees: “What’s getting in your way? In my first role as Chief Customer Officer at Lands’ End , founder Gary Comer said to me, “You’re the conscience of the company.

Chief Customer Officer 327

Chief Customer Officer Banking ROI Financial 327

eglobalis

JUNE 27, 2024

Practical Examples: Ericsson: By establishing cross-functional teams that include engineers, product managers, marketers, and customer support specialists, Ericsson ensures its products and services meet market needs and exceed customer expectations.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

ECXO

JULY 29, 2024

Practical Examples: Nokia : By establishing cross-functional teams that include engineers, product managers, marketers, and customer support specialists, Nokia ensures its products and services meet market needs and exceed customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

JUNE 7, 2023

Real-life examples showcasing personalization and real-time responsiveness. Nicolette Wuring: A dynamic Managing Director at Customer-Advocacy.com and ECXO Ambassador and Facilitator. Discover more about the ECXO at [link]. What will you gain from this discussion? Explore further at [link]. Find out more about her at [link].

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. It was interesting to talk with her about establishing roles, defining processes, and setting priorities within the context of serving millions and millions of important customers. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Social Media Call Center Leadership 100

Customer Bliss

NOVEMBER 8, 2019

” The role of the chief customer officer is to work with leaders to unite behavior. It is to unite actions; to provide proof to the organization that this leadership team is committed to driving growth by improving customers’ lives. With every decision you make, employees and customers are watching.

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

InMoment XI

OCTOBER 26, 2022

This council should aim to manage the activities of the tactical working teams that are striving to improve the customer experience as well as communicate expectations throughout the company and particularly to the customer-facing associates. 3: Encourage a Culture of Commitment.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

ECXO

APRIL 18, 2024

But at some point, his colleagues started to notice the positive impact of his efforts, and some even began to emulate his customer-centric attitude. The power of example Jose’s relentless efforts to create a customer-centric culture began to inspire others. For sure it was.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Let me give you an example. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Engagement 334

Engagement How To Chief Customer Officer Video 334

Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. These 3 steps will help you establish a more realistic strategy for implementing customer experience so that you don’t create an overwhelming plan that attempts to “boil the ocean.”

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Emotionally, employees are spent or they are intellectually exhausted from putting customers lives back together again. Calling “code lavender,” for example, brings caregivers together.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For example, in the case of that gown, they turn patient vulnerability into comfort and they redesign that gown. They think about their customers’ emotions first.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chief customer officer is usually responsible for everything that happens post-sale.

Chief Customer Officer 52

Chief Customer Officer Self Service Leadership Sales 52

ChurnZero

MAY 29, 2020

Looking at gross revenue retention, if 50% of your customers churn, but you have 90% logo retention, consider the amount of work that’ll be required to maintain or increase revenue. . For the formula and examples, see Churnopedia entry: Net Revenue Retention (NRR). . Customer Lifetime Value.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

Customer Bliss

SEPTEMBER 25, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For example: in insurance, we typically find that it’s about the men or the women running the field force. The following is a lightly edited transcript of the video below. CX Click To Tweet.

Chief Customer Officer 216

Chief Customer Officer Company Insurance Video 216

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. Those competencies give you a specific roadmap. There’s your pothole. How reliable are you?

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. Without feedback, you can’t understand customers’ perceptions and make plans to improve. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Customer Bliss

JUNE 6, 2018

The purpose is to shift to a simple understanding of the overall success achieved when a company earns customer-driven growth. Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results. They need proof.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Gainsight

APRIL 14, 2022

Here are five important recommendations that Chief Customer Officers should focus on to drive net revenue retention: 1. Companies that invested 10 percent of revenue in customer service saw the highest NRR. The post 5 Ways Chief Customer Officers Can Drive Net Revenue Retention appeared first on Gainsight Software.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Customer Bliss

NOVEMBER 22, 2016

Before Carol shifted up the chain at Dow Corning, for example, she had been managing a $400M section of the company. Your focus is on customer and employee experience. One aspect that unites all CCOs (that I’ve worked with) is this greater focus on experience, both internal (employee) and external (customer).

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

ShepHyken

DECEMBER 17, 2024

This keeps customers informed about what’s happening, how long a problem might last, and reassures them that it is being addressed. Customers like doing business with companies who value the same things as them. Quotes: “It’s important not to have gaps in the customer experience.

Chief Customer Officer 62

Chief Customer Officer How To Social Media Customer Relationship Management 62

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

Customer Bliss

FEBRUARY 18, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. ” For example, are you an organization that would inadvertently hide facts from customers or make it hard to get their information? Nobody does this on purpose.

Chief Customer Officer 248

Chief Customer Officer Video Customer relationships Course 248

Customer Bliss

OCTOBER 6, 2016

In the simplest possible terms, dealing with customers poorly tends to create customer churn. How do you prevent customer churn, though? Once you understand that role ( we’ve been discussing it often on my podcast ), you will better understand the next steps around preventing customer churn.

Chief Customer Officer 192

Chief Customer Officer Innovation Customers Sales 192

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. You can start CX in a corner of the business and build out from there; CX may take root in a marketing or support function, for example. While there’s no magic answer, there are some proven principles to follow.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247