ECXO

JULY 29, 2024

Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback. Sales and Delivery Teams : Providing invaluable data through regular customer interactions.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

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. Episode Overview. She is an emerging breed of CCO doing double-duty as both transformist and operator.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The sales team is representing the product as it is today and not as they hope it will be tomorrow. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

MAY 16, 2017

Milista Anderson is chief customer officer for FIS’s treasury solutions business, leading the organization in its voice of the customer program and customer experience strategy. It began to became a unifying topic as opposed to normal silos like product, deployment, sales, etc. About Milista.

Chief Customer Officer 0

Chief Customer Officer ROI Financial Insurance 0

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. If that sounds familiar, it should.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

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

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

Zeisler Consulting

MAY 4, 2021

I was recently speaking with a friend who’s a Chief Customer Officer. No matter how poorly sales go, it’s never sales they come looking to get rid of. She has the support of her boss, the CEO, who often speaks of the importance of CX and why having a Chief Customer Officer is so valuable.

Chief Customer Officer 72

Chief Customer Officer NPS Fashion Social Media 72

Customer Bliss

MARCH 12, 2020

Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Bring the CFO, CMO, CEO—all the alphabet people—and do the customer math. Create One Version of the Truth. But the key is to do a common version of the math.

Measurement 289

Measurement Chief Customer Officer Metrics Video 289

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. 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

Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. It was interesting to talk with her about establishing roles, defining processes, and setting priorities within the context of serving millions and millions of important customers. Episode Overview. About Brenda.

Chief Customer Officer 100

Chief Customer Officer Social Media Call Center Leadership 100

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

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. One of the first verticals to stack rank brands by survey score, automakers started sending out surveys to car owners and asking how dealers did with sales or service. ” on them.

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

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

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. Yamini tells that her leadership teams and C-Suite are all invested in being customer-focused.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Click To Tweet.

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. 4 Culprits That Hinder Customer-Driven Growth. #1. Future annual planning : Should start with the framework of the customer journey.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

OCTOBER 11, 2016

This reimagined strategy enables Hilton to form one-to-one relationships with all customers to gain strategic insights and deliver personalized experiences. Mark served as chief of staff and strategist for the global team. 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

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

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

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

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. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

CloudCherry

DECEMBER 1, 2018

Customer success begins from a perspective of doing whatever it takes to make the customer successful. But what about everyone who isn’t your customer? Understanding why, and feeding that information back to sales and marketing is critical to the customer experience. contacts from a dissatisfied customer).

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Alida

MARCH 10, 2017

CX programs require strategy and leadership from the top. Jeanne Bliss, co-founder of the Customer Experience Professionals Association, says a chief customer officer (CCO) needs to lead the charge. Lack of ownership. Without a CCO or equivalent driver of a CX program, there can be no unity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

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

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