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. You’d say, “wow, it’s better than a hotel.” They are both driven by creating products and services that people want. But nothing special.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

Gainsight

JANUARY 10, 2022

In the nine years since we hosted the first Pulse conference, a lot has happened: Customer Success went from an idea to a movement. The venue grew from a small hotel ballroom to the iconic Moscone Center in San Francisco. Product leaders joined the Customer Success movement with the addition of PX to our product portfolio.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Customer Bliss

OCTOBER 22, 2015

The role of the Chief Customer Officer is to drive executive and organizational appetite for wanting to know about interruptions in customers’ lives and opportunities for differentiation. Think of reliability as the foundation. You will differentiate when you are consistent and reliable. Reliability, not “wow!”

Chief Customer Officer 100

Chief Customer Officer Hotels Social Media Innovation 100

CX Journey

NOVEMBER 6, 2014

No one has time to explore thousands of hotels in Mexico City and beyond, obtain park climbing permits, or plan driving and climbing routes. However, our guide nabs deep discounts on hotels, drives a van with plenty of room for gear, sparing us a rental, and even serves as our de facto translator and BS negotiator.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. MD Whitbread Hotels & Restaurants. Patrick Dempsey OBE.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

Customer Bliss

JUNE 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Hyatt Hotels , for example, invested two years to speed up their ability to take care of customers and be available to their needs. They kick in.

Self Service 126

Self Service Chief Customer Officer Video Course 126

Customer Bliss

APRIL 7, 2016

If they are, the customer will never truly be the focus — there will be many different focal points, all based on each department head’s targets and goals for the quarter. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

ShepHyken

NOVEMBER 29, 2022

Creating Amazing Experiences that Make Customers Come Back (Again and Again) . Shep Hyken interviews Dominic Constandi, client services and customer success leader and Chief Customer Officer at ZoomInfo. First impressions are Moments of Truth that set the tone for the customer’s journey. ” .

Chief Customer Officer 13

Chief Customer Officer Airlines Hotels Loyalty 13

ECXO

APRIL 13, 2023

Infrastructure and technology investment – the government has also invested heavily in infrastructure and technology, which can support the development and deployment of advanced, customer experience solutions. What do customers expect? This cultural orientation can provide a strong foundation for CX practices.

Culture 156

Culture Customer Experience B2B B2C 156

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. 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. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. The change is more than cosmetic.

Rewards Programs 60

Rewards Programs Hotels Chief Customer Officer Travel 60

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. 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. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

JUNE 22, 2021

But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer. And you realise that if you, if you don’t have a customer centric mindset, you’re never going to be able to create good experiences and this line of business good experiences is what you live from.

Customer Centricity 195

Customer Centricity Hotels Customer Experience Customer Journeys 195

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

Oracle

APRIL 19, 2018

Customer Relationship Management Conference (CRMC) 2018. The Ritz-Carlton Hotel; Philadelphia, PA. —. Chief Customer Officer Exchange. June 6 – 8, 2018. Hilton Chicago; Chicago, IL. — Sales 3.0 Conference, Philadelphia. June 19, 2018. UNITE 2018. June 19 – 20, 2018. July 2018 CX Events and Conferences.

Conference 60

Conference Customer Experience Chief Customer Officer Contact Center 60

CSM Magazine

AUGUST 19, 2021

Amy Shore, Chief Customer Officer, Nationwide. Aarthi Murali, Chief Customer Experience Officer, M&T Bank. Lance Gruner, EVP Global Customer Care, Mastercard. Heather Balsley, SVP Global Loyalty & Partnerships, IHG Hotels & Resorts. Zone President, KraftHeinz.

Customer Service 40

Customer Service Chief Customer Officer Customer Experience Hotels 40

Oracle

JULY 16, 2019

Four Seasons Hotel; Las Vegas, NV. —. JW Marriott Hotel; Phoenix, AZ. Chief Customer Officer Exchange. Rosen Centre Hotel; Orlando, FL. The post Customer Experience Conference and Events Calendar 2019 – 2020 appeared first on SmarterCX. September 2019 CX Events and Conferences. PharmaForce.

Conference 40

Conference Customer Experience Hotels Chief Customer Officer 40

Customer Guru

MARCH 7, 2018

That was my introduction into the customer experience industry. While still deliberating on what career I must choose, I moved on to the Taj Group of Hotels, serving as a guest relation executive with Taj Land’s End in Bandra, Mumbai. It was here that I exactly understood what customer experience really is. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

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

CX University

JULY 31, 2024

The retail sector provides a clear example of the importance of ‘everyone’ in Customer Experience (CX). Consider any retail establishment – department stores, specialty shops, restaurants, hotels, or airlines – and it’s evident that thousands of employees who interact with customers are essential in delivering the promised experiences.

Chief Customer Officer 52

Chief Customer Officer Culture Retail Policies 52

Peter Lavers

JULY 7, 2015

The remaining two sessions covered customer-centric strategy development and the transformational journey. Transform instead how you view customers as an asset requiring investment in their experience to deliver superior life time value”. ” Travel & Leisure Group, European Customer Manager. Doug was a great speaker!”

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

CSM Magazine

AUGUST 22, 2019

Hear from 40+ customer support, experience and contact center leaders: Global Chief Customer Officer, Johnson & Johnson. Senior Director, Customer Care, Hilton. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts. VP, Returns, Walmart. VP, Client Services, Boston Red Sox.

Customer Service Strategies 40

Customer Service Strategies Meeting Customer Service Strategy 40

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. What do you hear from customers about proactive service? Another personal story: I arrived in a hotel in Melbourne, Australia.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. What do you hear from customers about proactive service? Another personal story: I arrived in a hotel in Melbourne, Australia.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Grade.us

NOVEMBER 4, 2018

There's hotel chains like the Ritz-Carlton and The Four Seasons. Focus on your people first, and that will permeate out towards the customers. In a larger company you might have a Chief Customer Officer or Chief Customer Service Officer. Look at Amazon, Apple, LL Bean. Here's how I look at it.

B2C 33

B2C Competitive Advantage Chief Customer Officer Retail 33

SmartKarrot

MARCH 8, 2022

Caroline Andreola is a Client Success Strategy professional with product development, product marketing, commercial planning, customer success , and project management skills to name a few. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. Catherine Blackmore. Gemma Cipriani-Espineira.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Niki Leondakis, who’s the CEO of Equinox Fitness Centers , tells about an experience at a hotel that you may have had too. She couldn’t help her. But why not? Leondakis a cup of coffee.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

Kerry Bodine

JUNE 7, 2017

But marketers aren’t the only people who make promises to customers. Your website promises that a specific car or hotel room will be available. Your customer service reps promise to call the customer with an answer. Your sales agents promise that your product or service will deliver certain benefits.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Qualtrics

DECEMBER 17, 2019

To delight customers, brands will use experience data to pinpoint the key moments in the customer lifecycle to ensure they exceed expectations. Roles like Chief Customer Officer , Chief Growth Officer and Chief Experience Officer will become more common as CMOs realize that their remit is too narrow for the expectation that exists.

Brands 32

Brands Chief Customer Officer Case Study Hotels 32

Customer Bliss

SEPTEMBER 10, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. How we’re greeted as customers tells us a lot about the treatment we’re about to receive.

Hotels 223

Hotels Chief Customer Officer Course Video 223