Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. ” Did You Honor Your Customer? It’s really nothing more than doing simple customer math, but a lot of companies around the world aren’t doing this.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

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. If our client relationship stopped with a sale, we would fail, and fast. The Power of Association.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Years 1 through 3: Chief Customer Officer Priorities. Year 4 and Beyond: Chief Customer Officer Priorities.

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Chief Customer Officer How To Leadership Meeting 183

Customer Bliss

AUGUST 8, 2017

Otherwise the customer experience can suffer. They have to feel comfortable popping in, meeting for dinner, etc. Another thing Stephen mentioned in this section about human interaction was this: customer experience is nearly impossible without also focusing on employee experience. Literal meaning?

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Around 2:00-2:23, the discussion turns to rooting new customer experience projects in data and metrics.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. He or she can devise milestones that drive activity to meet CX goals. Logistician – Stays on top of the metrics that underpin a CX initiative. Instead, find out what metrics matter to different functions.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

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

Blake Morgan

FEBRUARY 21, 2023

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. The challenge, like many other companies, is knowing which metrics to prioritize and measure. Those key drivers determine the customer experience.

Chief Customer Officer 52

Chief Customer Officer Metrics Measurement Management 52

GetFeedback

JANUARY 19, 2020

Output from Advisor council meeting. Customer service agent notes and messages. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. Best Metric: CSAT.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Alida

MARCH 10, 2017

According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Twenty-five percent admit that their company isn’t meeting expectations at all. The call to “improve the customer experience” is a nebulous one.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

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 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Totango

NOVEMBER 21, 2024

Despite their critical roles, customer success teams face the daunting task of managing vast data from customer interactions. This foresight transforms customer success strategies from reactive to proactive, ensuring sustainable business growth. Extracting actionable insights from this sea of information is often cumbersome.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

Customer Bliss

MARCH 26, 2015

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. The problem is these disconnected actions don’t amount to anything significant for customers. I’m sure that you’ve had some good meetings, but how much of it stuck? You know these meetings.

Chief Customer Officer 100

Chief Customer Officer Metrics Roadmap Meeting 100

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

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

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

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Customer Service Contact Center Chief Customer Officer Call Center 251

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Gainsight

JANUARY 10, 2025

62% of organizations in industries outside of B2B tech are adopting CS principles to meet customer needs and improve outcomes. Brent Krempges, Chief Customer Officer at Gainsight, states, Organizations across industries increasingly recognize CS as central to the customer lifecycle, driving collaboration across departments.

Trends 52

Trends Report Self Service B2B 52

Customer Bliss

NOVEMBER 17, 2017

Simply put, your clarity of purpose must guide operating decisions; it needs to be crafted with the customers’ journey at its core * (Tweet this). . Without it, people’s work will be defined by internal metrics, not by earning the right to customer growth. Or is it about your higher purpose in improving customers’ lives?

Chief Customer Officer 129

Chief Customer Officer Customer Journeys Case Study Customers 129

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 98

Metrics How To Effort Score Self Service 98

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Customer Bliss

OCTOBER 31, 2017

In addition to hearing Anne’s insights, she’ll share the following in regards to building her customer experience strategy: 30 day plan. Meet Anne, an EVP and Director who Holds Multiple Professional Certifications. Anne presented a plan to her manager at the time to start the internal customer experience program.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Since Microsoft is a global corporation, it was important to Amanda that she travel and meet with global partners in order to understand how they do business. Took the time to understand cultural differences.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

MAY 17, 2016

For Episode 5 of The Human Duct Tape Show — a special one for me, because it comes out during #CXWeek — I speak with Mark Ramsey, the General Manager of Audi Experience, about why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How is a Customer Success Team Structured?

Customer Success 127

Customer Success Chief Customer Officer How To Sports 127

Customer Bliss

OCTOBER 17, 2018

Brian held weekly meetings with the leadership team where everyone was responsible for dialing in and sharing the portion of the work they’re responsible for. He had to ask, “How do you define a customer metric that is valid and useful for your company?” Brian had to change the way people looked at EBITDA.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Gainsight

JANUARY 10, 2022

Gartner reported that inquiry requests from clients to talk about B2B Customer Communities grew 233% from 2019 to 2020. In a recent survey of client Chief Customer Officers, we found that 81% of respondents had an online Customer Success community or planned to build one this year.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

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. Ensure that the CCO has a role in the critical planning meetings to guarantee that the customer agenda is wired in. CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

Customer Bliss

AUGUST 28, 2020

It’s meeting your provider, it’s post care and follow up. And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right? And so it’s those who are utilizing it end to end. And it actually starts before the actual appointment.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Customer Bliss

JUNE 4, 2019

In my 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 my online course , inspired by my book, Would You Do That To Your Mother? For example, at the investment firm where Joe worked, customer focus was a core value of the company.

Chief Customer Officer 149

Chief Customer Officer Video Course Innovation 149

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. It’s no wonder complaints are spiking.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

Customer Bliss

MAY 14, 2015

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Guerilla Metrics. A Customer Leader gets the customer on the agenda of every key meeting.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customers 100

Customer Bliss

APRIL 12, 2019

Monica shares that while she was in the midst of launching this new technology, she was meeting people within the organization to understand typical customer pain points, data analysis, etc. With the understanding of this driving force, it’s up to the council to then act on the following: How do the customers rate us in this regard?

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

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). All-hands meetings.

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100