eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

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’s also instituted monthly surveys where the feedback is shared cross-functionally.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

ECXO

JULY 29, 2024

Understanding Customer Needs and Expectations A successful CX strategy begins with a thorough understanding of your customers and what they value. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

ECXO

APRIL 18, 2024

The product development team, once indifferent to customer feedback, started to pay more attention to it. They sought Jose’s help in understanding customer pain points and used that insight to improve their products. They even invited him to their meetings, valuing his perspective as the voice of the customer.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Build Customer Engagement into the Budget. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

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

ShepHyken

JANUARY 7, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? Why is it important to get feedback in real time? What strategies can organizations use to empower employees to improve customer interactions?

Government 83

Government Customer Experience Chief Customer Officer Feedback 83

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Episode Overview. Connect With Margie. Margie is on LinkedIn. 15:54: The horror that is … IVR Trees.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. The Importance of a Chief Customer Officer.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. ” About Yamini Rangan.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. Surveys are highly versatile.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Customer Bliss

DECEMBER 26, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Stop Begging For Survey Scores and Get Real, Authentic Feedback. But yet, around the world, that survey score has become the end game. Would you invite your Mom to dinner and then ask her to rate your meal?

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. Close the loop with the customer.

Feedback 136

Feedback Net Promoter Score e-support Chief Customer Officer 136

Customer Bliss

SEPTEMBER 11, 2014

Bring a group of your best customers in for an evening of food and feedback. Make a list of the biggest issues customers are having and work to systematically cross items off the list. CCO Role & Success Factors acts of kindness chief customer officer customer experience decide to be there front line'

Chief Customer Officer 197

Chief Customer Officer Retail Groups Interaction 197

ECXO

JUNE 7, 2023

Nicolette Wuring: A dynamic Managing Director at Customer-Advocacy.com and ECXO Ambassador and Facilitator. With a wealth of experience as SVP/Chief Customer Officer for renowned multinationals, Nicolette expertly guides organizations through transformative customer experience changes. Explore further at [link].

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Be the storyteller of customers’ lives.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. Align around experience : this changes accountability and the story of the business from silo performance to customer life improvement. I call it “boiling the ocean.”

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

ShepHyken

DECEMBER 17, 2024

Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers needs and generate new ideas. Customer surveys should be a two-way communication. Customers spend time answering customer feedback.

Chief Customer Officer 62

Chief Customer Officer How To Social Media Customer Relationship Management 62

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

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. The traits needed in a chief customer officer.

Chief Customer Officer 52

Chief Customer Officer Competitive Advantage Effort Score Net Promoter Score 52

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Customer Bliss

JUNE 6, 2018

Customer-focused actions are the reactions to survey results, an executive in the field getting direct customer feedback, or a letter that lands on someone’s desk. Develop your customer experience strategy. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

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

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Our goal is to map key themes from customer feedback and drive continuous improvement frame by frame. The great thing is that we have always been keen to hear from our customers. We now have united our approach company-wide.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

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

Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. Eliminating distraction is critical, so they always say: When you are not building product, you need to talk to your customers. Strategy 3.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. .” That can be painful.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

AskNicely

NOVEMBER 20, 2018

That’s 22 million opportunities to get the customer experience right — or wrong. Getting feedback straight to the front line. A key requirement for their success is to get customer feedback into the right hands at the right time. With so many transactions, the constant stream of feedback could easily become overwhelming.

Case Study 150

Case Study Study Net Promoter Score NPS 150

Customer Bliss

FEBRUARY 17, 2015

Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework. Read More: CX Competency #3: Customer Listening.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Episode: How to Win the Chief Customer Officer Role, with Sandy Miranda. Episode: The Lifecycle and Legacy of a Chief Customer Officer with Stephen Ingledew. CX #CustExp Click To Tweet. It will happen.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Blake Morgan

FEBRUARY 21, 2023

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. Chief Customer Officer Darren MacDonald believes that what gets measured gets managed. Ruthless prioritization is also crucial to CX measurement.

Chief Customer Officer 52

Chief Customer Officer Metrics Measurement Management 52

Helen Dewdney

MAY 21, 2017

So, not being one to miss an opportunity, when Alessandra Bellini joined Tesco on 1 March 2017 to become their Chief Customer Officer I requested an interview! Alessandra Bellini is the new Chief Customer Officer at Tesco, reporting to Dave Lewis, and putting the customer at the heart of everything that Tesco does.

Chief Customer Officer 60

Chief Customer Officer Customers Comparison Course 60