Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Know Your Guardrails.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

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. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

BirdEye

JANUARY 13, 2021

We’re excited to announce that we have a new Chief Customer Officer: Walt Weisner. Walt has spent more than 20 years working to delight customers at Silicon Valley’s most successful companies. Walt has previously led Customer Operations at companies like RingCentral and WebEx.

Chief Customer Officer 75

Chief Customer Officer Meeting Leadership Culture 75

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

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. We must do the same with our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

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. Elevate customer growth/loss as a success metric of the business.

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. Build a customer listening path : this unites multiple sources of customer feedback to tell the story of customers’ lives by stage, as they experience you/your organization.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. In time, as CX proves its merits, a path to centralized CX leadership will become available. What sets those innovators apart? CX innovators work hard to rally the organization behind customer needs.

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Net Promoter Score Chief Customer Officer Metrics ROI 247

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

Customer Bliss

OCTOBER 11, 2016

Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. He is responsible for inspiring customers across the world to explore, experience and fall in love with Hilton’s hotels and brands. Under Mark’s leadership, Hilton launched Hilton@PLAY– a call to action to get out, explore the world and…play!

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

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

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

AUGUST 28, 2020

Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Oracle

MARCH 12, 2021

Customer Experience (CX) leadership is more important than ever before. According to Zendesk’s Customer Experience Trends 2021 report , half of customers say that CX is more important to them now than a year ago. Discover more leadership quotes in our Women in Tech interview series.

Leadership 97

Leadership Chief Customer Officer Connections Strategy 97

CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team.

Chief Customer Officer 52

Chief Customer Officer Touchpoint Leadership Consulting 52

Customer Bliss

JANUARY 13, 2015

CCO Role & Success Factors Clarifying the Role of the CCO CCO chief customer officer customer experience innovation customer experience reliability customer leadership repeatable customer experience competencie'

Chief Customer Officer 100

Chief Customer Officer Leadership Innovation Customers 100

Customer Bliss

SEPTEMBER 11, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages. Want to see more videos from me?

Customer Journeys 111

Customer Journeys Chief Customer Officer Leadership Video 111

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

CloudCherry

DECEMBER 1, 2018

As Bain and Co writes, “Employee promoters power strong business performance because they provide better experiences for customers, approach the job with energy?which and come up with creative and innovative ideas for product, process and service improvements.” Why does customer experience leadership need to come from the top?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. CX #EmployeeExperience Click To Tweet.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

Customer Bliss

NOVEMBER 1, 2018

She has seen that through her actions of being a leader and inspiring her team to showcase the best parts of themselves, there’s a stronger internal culture of enthusiasm, excitement, innovation, and ownership. The employees are ultimately happier, which creates happy customers. This was a major improvement within their culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Blake Morgan

DECEMBER 5, 2023

                                  For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, a subsidiary of Marlette Funding, stands out in this respect.

Loyalty 105

Loyalty Chief Customer Officer Financial Customer Centricity 105

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. Bell, author of The 9½ Principles of Innovative Service.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

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Chief Customer Officer Culture Leadership Financial 129

ChurnZero

JANUARY 13, 2022

As a result, Customer Success leaders continue to increase their prominence and power within the organization. Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 2: Align Around Experience.

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Chief Customer Officer Leadership Metrics Call Center 100