Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. Those competencies give you a specific roadmap. There’s your pothole. Click To Tweet. #3:

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Customer Experience Chief Customer Officer Video Leadership 185

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. Make the Customer Leadership Executive an Officer of the Company. CX Click To Tweet. The CCO needs to be considered as a peer among the C-Suite.

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Leadership Engagement Chief Customer Officer Course 111

Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization.

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Leadership Chief Customer Officer Social Media Loyalty 120

Kayako

AUGUST 7, 2015

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: You can watch it now.

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Chief Customer Officer Roadmap Leadership Customer Experience Professionals 120

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.” Three critical skills to your roadmap as a CX leader.

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Industry Chief Customer Officer Roadmap How To 135

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.

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Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Communicate the differences between customer service and experience. Get leadership involved.

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Chief Customer Officer Customer Journeys B2C Roadmap 131

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. These metrics are about what customers will soon experience.

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Roadmap ROI Metrics Chief Customer Officer 48

Customer Bliss

MARCH 24, 2015

If there’s a void, it may be right to consider a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. __ YES there is __ NO there is not. We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not.

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Tips Chief Customer Officer Effort Score Leadership 100

C3Centricity

MAY 11, 2020

This is the same for every project, not just that of adopting a customer-first strategy. For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” ” However, unlike most other projects, adopting a customer first strategy will not have an end date!

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Strategy Customer Centricity Chief Customer Officer CRM 198

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.

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Customer Success Chief Customer Officer Leadership Healthcare 98

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

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Government Chief Customer Officer How To Roadmap 111

Customer Bliss

AUGUST 23, 2018

Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems. 5 Steps to CX Management in the First 3 Months of Your Leadership Role. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Transportation Industry Management Guidelines 129

Customer Bliss

MAY 5, 2016

Silos band together to work on the problem, but often without starting with customers’ lives. And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. A squeaky wheel that got escalated. Then the “fix it now” team forms.

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Customer Experience How To Chief Customer Officer Roadmap 100

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. They become active on our own community.

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Customer Centricity Chief Customer Officer Effort Score Sports 98

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. The importance of leadership buy-in. You need leadership support. Episode Overview. Get moving.

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Customer Journeys Customer Experience Chief Customer Officer Leadership 100

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

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Customer Experience Net Promoter Score How To Customer Journeys 221

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

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Chief Customer Officer Handbook Customer Success Knowledge Base 91

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

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Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

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Chief Customer Officer Customer Success Leadership Customer Retention 52

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Customer experience leadership takes a village.

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Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Gainsight

MARCH 15, 2022

It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. Sometimes finding out if they’re walking the talk is as easy as asking a leader what their definition of a customer-centric company is and getting them to provide real-world examples of what they’ve done that makes them customer-centric. “I’d

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Customer Success Company Chief Customer Officer How To 59

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

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Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

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Customer Success Chief Customer Officer Leadership Study 52

Gainsight

MAY 10, 2021

But for CS, the real Top Guns are Will Rahim , SVP of Global CS, and his wingmen, Scott Klimek , VP of Customer Operations, and Todd Massey, Senior CS Ops Manager, all of Delphix They will be leading the session Win Fast by Hiring CS Operations Early. Familiar Favorites: Customer Success at Scale. What’s in a name?

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Chief Customer Officer Travel Handbook Roadmap 52

Kustomer

AUGUST 19, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CEO and longtime customer advocate, Wendi Sturgis. Wendi has years of experience in CX and in leadership positions and she shares some of the secrets for how to make your company stand out. I love that.

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Culture Chief Customer Officer NPS B2B 92

Gainsight

APRIL 14, 2022

Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. Often, it’s about leadership. But time and again, we’ve seen that VPs of CS shouldn’t split their job between executive leadership and operations. Another great move! Well done! .

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Chief Customer Officer Leadership Report Customer Success 52

Gainsight

JANUARY 28, 2019

How many CEOs will I meet to talk about customer success? I’ve spoken to these SaaS CEOs about a variety of topics—everything from: Leadership and org decisions. In addition, several exec search firms have set up strong practices around CS leadership. How can they collaborate to shape the roadmap? Strategy questions.

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Customer Success Chief Customer Officer Sales Banking 63

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. Amazon is well-known for putting the customer first.

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Customer Service Case Study Gamification Culture 100

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . .

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Customer Success Chief Customer Officer ROI Sales 61

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. Mike Rivisto and Jessica Countess, ServiceChannel. While their recent NPS score of 73.8

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NPS Effort Score Survey Roadmap 52

Gainsight

OCTOBER 22, 2018

It may even challenge us to think differently about what Customer Success is really all about. This is a statement I’ve made myself, and that I’ve heard many times over the years from Chief Customer Officers and their teams. I need to scale.”. But perhaps it would be worth our time to ask, “Why?”

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How To Chief Customer Officer Software Customer Success 51

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Chief Customer Officer Self Service Roadmap Customer Success 10

Qualtrics

FEBRUARY 6, 2019

Design a data-driven product roadmap. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. And you’ll network with and learn from some of the brightest minds in your field. Date: July 15-16, 2019.

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Conference Management Innovation Chief Customer Officer 33

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. We then present a proposed roadmap of tactics that will help drive the overall strategy forward. Question 4.

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Customer Success Technology Leadership Chief Customer Officer 44

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Maybe we will see Chief Customer Officer roles being created in the not too distant future.

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Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

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Roadmap Customer Success Customer Journeys Chief Customer Officer 10