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. Hotels, hospitals, insurance companies, pet stores, airlines, you name it. A friend of mine recently actually received a survey to rate the experience of her mammogram on a scale of 0 to 10.

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Customer Bliss

FEBRUARY 19, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. 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.

Brands 208

Brands Chief Customer Officer Hospitality Course 208

Customer Bliss

OCTOBER 25, 2018

You’ll hear an excerpt from Vishal Bhalla , VP and CXO of Parkland Hospital , whose 2-year journey with hospital visits inspired him to serve and become a leader in healthcare. The desire to align his purpose with action placed him in an entirely new industry, working in a hospital that also aligned with his values.

System 162

System Hospitality Customer Experience Guest Experience 162

TechSee

MARCH 7, 2023

She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry. Specific areas of expertise include Customer Experience, Hospitality, Culture, Wellness, and Entrepreneurship. She is a force to be reckoned with as a writer and speaker on customer experience.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

OCTOBER 17, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I was having a conversation with somebody the other day, who is what I call a “perennial customer experience officer.” The following is a lightly edited transcript of the video below.

Industry 135

Industry Chief Customer Officer Roadmap How To 135

Customer Bliss

APRIL 9, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. That’s what happened to Mary, a healthcare worker, at a Minneapolis hospital. “He’ll show up within the first hour with any luck,” she thought to herself.

Chief Customer Officer 187

Chief Customer Officer Video Course Hospitality 187

Customer Bliss

JUNE 9, 2021

Empirical data and anecdotes from customers and employees prove that behaving in this manner grows a business. Further, Danny Meyer’s Hospitality Quotient proves how companies with business practices and employees that deliver values based and human experiences significantly beat the S&P 500.

Leadership 288

Leadership Hospitality Customer relationships Company 288

Customer Bliss

MARCH 9, 2018

Over the past 2 years, I’ve had the pleasure of interviewing numerous CCOs and CX leaders for my podcast, The Chief Customer Officer Human Duct Tape Show. When someone has a good experience at a hospital or with a doctor, it can be life changing. Jude Children’s Hospital.

Healthcare 118

Healthcare Customer Experience Hospitality Chief Customer Officer 118

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

Customer Bliss

MAY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Jude Children’s Hospital, on honoring customers (in this case, donors) as assets. HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?

Case Study 164

Case Study Chief Customer Officer Video Course 164

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Chief Customer Officer 123

Chief Customer Officer Airlines Case Study Customer Service 123

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. Previously, she was Chief of Staff. Episode Overview. She has been in the role now for almost 40 months.

Chief Customer Officer 100

Chief Customer Officer Return on Investment Leadership Hospitality 100

Customer Bliss

APRIL 19, 2016

I hope you listen to this and think of the small of my hand on your back, guiding your customer-driven work up the hill. He’s the Chief Customer Officer of ALSAC/St. Martin Hand is Chief Donor/Customer Officer at St. We want money going to the hospital. Thanks for being here.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

Customer Bliss

NOVEMBER 23, 2018

Eric is a proven customer experience leader who specializes in building and growing customer experience and voice of customer organizations across multiple industries including travel & hospitality, high-tech, financial software, healthcare, energy, retail, and telecom.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

ECXO

APRIL 13, 2023

Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. What do customers expect? This cultural orientation can provide a strong foundation for CX practices. Different, but the same.

Culture 156

Culture Customer Experience B2B B2C 156

Customer Bliss

MAY 30, 2017

Prior to his role at Citizens, Claudiu led the customer experience organization at Fresenius Medical Care North America, where he built a first-of-its kind program within the healthcare industry across a footprint of 4,000 clinics and hospitals.

Financial 121

Financial Banking Healthcare Leadership 121

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Kustomer

AUGUST 26, 2022

Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0, Episode Frequency: Weekly Episode Length: 30-40 minutes.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

Customer Bliss

AUGUST 23, 2018

Prior to his current role, Anand was a market research consultant with Oliver Wyman and has also had previous managerial roles within the hospitality and financial services industries. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Customer Guru

DECEMBER 13, 2017

Building accountability towards customer experience – appoint a Chief Customer Officer. The first and foremost thing is to appoint a Chief Customer Officer (CCO) or at least a Head of Customer Experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Wootric CX Blog

MARCH 15, 2020

Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold. They operate in the hospitality sector which has been particularly hard hit. You’ll likely prevent avoidable churn.

Company 125

Company e-support How To Chief Customer Officer 125

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. As a senior contributor to Forbes.com, Micah specializes in customer service, customer experience, company culture, and hospitality.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0:

Customer Journeys 80

Customer Journeys Chief Customer Officer Hospitality Customers 80

Talkdesk

APRIL 3, 2020

The sudden shift to remote work has created complex challenges for customer experience leaders, especially those who still rely on on-premises contact center technology. A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace.

Tips 58

Tips Chief Customer Officer Travel How To 58

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. As a senior contributor to Forbes.com, Micah specializes in customer service, customer experience, company culture, and hospitality.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Eptica

MAY 27, 2016

Senior managers, including the CEO, are much more involved in the customer experience , understanding the importance of service to differentiate their company and offering in the marketplace. Programs can be led directly by the CEO or through a Chief Customer Officer with high level responsibility for their impact.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Contact Center Effort Score 49

Thematic

FEBRUARY 13, 2019

I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” It was humbling to meet these experts.

Customer Experience 48

Customer Experience Chief Customer Officer Guest Experience Hospitality 48

Gainsight

APRIL 27, 2020

Given this, CFOs are increasingly being pulled into conversations around customer success with their Chief Customer Officers, VPs of Customer Success, and other executives. And we asked them to use as input the “impact” to each customer in question from COVID-19. companies serving the hospitality space).

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

Gainsight

JULY 27, 2021

To date, dozens of tech companies, including Gainsight, have hired CS You graduates who have completed the program, which includes an eight-week paid internship to gain hands-on experience driving outcomes with customers. The growth is especially strong for male applicants, with a 26% increase as more men apply for CS/CX roles.

Chief Customer Officer 52

Chief Customer Officer Trends Hospitality Industry 52

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. The Best Service is No Service by Bill Price and David Jaffe.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Customer Guru

MARCH 7, 2018

Piramal Pharma Solutions was looking for someone from the hospitality industry to head the customer centricity initiative in order to change its outlook from a manufacturing company to a services company. What books on customer experience would you recommend for our audience to help them be successful CX professionals?

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Kustomer

DECEMBER 9, 2021

We’re going to be talking about customer experience, how to do it, why to do it, some of the details around that. She is currently the CEO and founder of Customer Bliss. In addition, she is the five time Chief Customer Officer and what some people refer to as the “Godmother of Customer Experience.”

Airlines 84

Airlines Policies Hospitality Effort Score 84

Gainsight

AUGUST 7, 2024

I still can’t read minds, but I can guarantee they don’t Susy, a hospital administrator, regularly works 12-hour shifts and her off days—and sleep schedule—are unpredictable. David’s the Chief Customer Officer (CCO) for an AI startup and constantly juggles meetings with customers across the globe.

Customer Centricity 52

Customer Centricity Exercises B2C Course 52

Gainsight

AUGUST 7, 2024

I still can’t read minds, but I can guarantee they don’t Susy, a hospital administrator, regularly works 12-hour shifts and her off days—and sleep schedule—are unpredictable. David’s the Chief Customer Officer (CCO) for an AI startup and constantly juggles meetings with customers across the globe.

Customer Centricity 52

Customer Centricity Exercises B2C Course 52

ClientSuccess

AUGUST 24, 2018

Extreme Ownership , as applied to customer success, means always owning our book of business as the quarterback of the relationship regardless of the outcome. 2) If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently , by Fred Lee. From : Vic Kasoff , Director of Customer Experience. Company : NarrativeDx.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

Chattermill

MAY 12, 2019

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph Michelli. The Ritz-Carlton Hotel has long been known for its five-star hospitality and deep understanding of customer experience management. Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56