Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

System 317

System Effort Score NPS Net Promoter Score 317

Horizon CX

JUNE 10, 2022

Before getting into some of the details around the mapping process, I’d like to focus on when and where this mapping process originates within the organization—in other words, who and what are the key drivers of wanting to better understand customers to deliver value, meet or exceed their expectations, and achieve business goals and outcomes.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

ChurnZero

MAY 15, 2024

Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. When it comes to supportive, interpersonal leadership traits, the data creates a positive picture. 73%) Supporting CSMs in difficult customer situations. (71%) First, CS is still evolving.

Leadership 52

Leadership Customer Success Chief Customer Officer Exercises 52

ClearAction

MAY 29, 2016

Voice-of-the-customer is often viewed by customers as doing the company a favor, sometimes as drudgery, sometimes as a way to get rapid help, sometimes as an exercise in a black hole. Customers want what they buy to be easy and nice to discover and get and use. How Marketing Can Excel in Customer Experience Management.

Customer Experience 97

Customer Experience Marketing Chief Customer Officer Social Media 97

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

Zeisler Consulting

MAY 3, 2022

The symbolic meaning of this is to emphasize that the decisions that are made at that level of responsibility should include a level of deference to what the Customers might want or may think about what’s going on in there. It says that your Customers are important enough that you’ll drag a piece of office furniture (retail cost, what?

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Leadership Exercises 72

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

DECEMBER 2, 2022

If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. We had a customer base that understood that book shifts happen.

Chief Customer Officer 98

Chief Customer Officer Analysis Customer Base Exercises 98

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” Few companies have a Chief Customer Officer. Instead, firms rebrand marketing people.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. Resist the lure of the quick win and go for an action plan that involves all teams that have impact, direct or not, on the customer experience. Cost pressures.

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

ChurnZero

JULY 21, 2023

workforce but hold less than one-third of top leadership positions in business. Here at ChurnZero, we are privileged to have two women leaders on our executive team: our chief product officer Abby Hammer and our chief customer officer Alli Tiscornia. ’ If you exercise that muscle, it will get stronger.

Customer Success 52

Customer Success Chief Customer Officer Exercises Leadership 52

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. Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. That’s just a vanity exercise. FULL TRANSCRIPT OF VIDEO DISCUSSION. So, we’re on the same page.

Leadership 52

Leadership Consulting Financial Video 52

ChurnZero

MAY 20, 2021

You will struggle to find Customer Success leaders If you need to hire a Director, VP, or Chief Customer Officer, get started early. Because Customer Success is a newer department, the executive talent pool with direct experience in both the field and role is small. Warning Sign to Level Up.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

ClearAction

MAY 29, 2016

Voice-of-the-customer is often viewed by customers as doing the company a favor, sometimes as drudgery, sometimes as a way to get rapid help, sometimes as an exercise in a black hole. Customers want what they buy to be easy and nice to discover and get and use. How Marketing Can Excel in Customer Experience Management.

Customer Experience 48

Customer Experience Marketing Chief Customer Officer Self Service 48

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. Zero-in on true root issues through Pareto and 5-why’s analysis in a cross-functional exercise.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

ClientSuccess

FEBRUARY 26, 2019

I’ve been walking our clients through this exercise lately and it’s been quite eye opening for them to say the least. I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success.

Chief Customer Officer 52

Chief Customer Officer Customer Success eBook Exercises 52

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Another recommendation I’d give is to learn your audience and evaluate customers for the right level of engagement.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Gainsight

FEBRUARY 16, 2021

You can have the best players, but without strong leadership and guidance, they will go nowhere. Your coach, or in this case a Chief Customer Officer or VP of Customer Success , must have a vision, plan, and direction. Many think success starts at the team level. They would be wrong.

Customer Success 52

Customer Success Chief Customer Officer Analytics Customers 52

SmartKarrot

FEBRUARY 2, 2021

You start from being an Individual contributor by managing a group of customers to higher leadership positions. They provide the necessary training to their team of CSMs and CSLs and if needed also organize sales and customer relationship-oriented training from industry veterans. Chief Customer Officer.

Customer Success 8

Customer Success Chief Customer Officer Exercises Sales 8