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. The day after the store opened, she went over and registered Buddy, signed up for the loyalty program, and made an appointment for his first grooming. And she just loved the convenience.

Case Study 164

Case Study Chief Customer Officer Video Course 164

Customer Bliss

SEPTEMBER 13, 2018

First, we’ll hear from Kathy Tobiasen , the Vice President of Customer Experience at The Nature’s Bounty Company. Kathy has mapped three different journeys to better understand how customer onboarding, win-back strategies, and loyalty programs impact the business and the customer’s journey.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

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

ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Success programs, digital marketing, and loyalty programs are appreciated, but viewed either as table-stakes in certain industries or as convenient perks.

Customer Experience 97

Customer Experience Marketing Chief Customer Officer Social Media 97

ClearAction

JULY 8, 2024

Chief Marketing Officers measure the purple metrics shown below about what happened in the market : customer acquisition cost, margin expansion, sales velocity, customer retention, recurring revenue, expanded purchases, and referral revenue. Chief Customer Officers measure the gold, blue, and silver metrics shown above.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Lumoa

JANUARY 19, 2023

A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. Customer Loyalty/Retention/Churn This considers how many customers come back and stay regular customers and how many stop using your company’s products or services over a certain period.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ClearAction

APRIL 13, 2023

Championing brand integrity is the ideal purpose of Chief Customer Officers. Related articles: CX Annuities Solve CX ROI & Tenure Dilemmas 23 Customer Experience Practices to Stop in 2023 The post Brand Integrity and Your Ideal Customer appeared first on ClearAction Continuum Experience Leadership.

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

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. But the true purpose of every support team venture is to create customer loyalty.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Beyond Philosophy

FEBRUARY 27, 2017

But rewards programs alone – no matter how good – aren’t going to create customer loyalty. In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Chief Customer Officer 2.0.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Success programs, digital marketing, and loyalty programs are appreciated, but viewed either as table-stakes in certain industries or as convenient perks.

Customer Experience 48

Customer Experience Marketing Chief Customer Officer Self Service 48

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

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.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer How To Customer Centricity Social Media 10

CSM Magazine

DECEMBER 20, 2016

Technology started to permeate customer experience management, from digital experience and call centers to loyalty program management and beyond. It’s not accidental that C-level technologists are increasingly stepping into the picture as well.

Customer Experience 40

Customer Experience Chief Customer Officer Government Customer Journeys 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. We all send SMS and we extend this to our customer because it’s a very natural way to communicate. What do you hear from customers about proactive service?

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. We all send SMS and we extend this to our customer because it’s a very natural way to communicate. What do you hear from customers about proactive service?

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. Chief customer officer.

Customer Success 18

Customer Success Chief Customer Officer Metrics Report 18

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. Chief customer officer.

Customer Success 10

Customer Success Chief Customer Officer Metrics Report 10

SmartKarrot

DECEMBER 4, 2020

Importance of measuring customer success ROI. Setting up a customer success function requires cost. The cost of employing CSMs, implementation specialist, chief customer officer, customer success automation tool, etc. Customer success ROI = Total CS revenue – Total CS cost.

ROI 10

ROI Measurement Customer Success Return on Investment 10