GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Customer service agent notes and messages.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

Zeisler Consulting

MAY 4, 2021

I was recently speaking with a friend who’s a Chief Customer Officer. 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. But one thing missing from her charter: Doing anything about the Customers’ experiences.

Chief Customer Officer 72

Chief Customer Officer NPS Fashion Social Media 72

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

ECXO

MARCH 6, 2025

Ideally, the CEO and other senior leaders champion the effort, making it clear through their actions and priorities that customer experience is not just a frontline issue but a strategic, company-wide imperative. analyse sentiment, and trigger alerts for immediate follow-up.

B2B 339

B2B Customer Journeys How To Effort Score 339

ShepHyken

DECEMBER 17, 2024

Proactive communication alleviates customer frustration. When there is a problem, businesses must proactively notify their customers using all appropriate channels, including text, emails, and social media, that their customers are using. Customers want to trust you to deliver a great experience.”

Chief Customer Officer 62

Chief Customer Officer How To Social Media Customer Relationship Management 62

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

Customer Bliss

FEBRUARY 24, 2015

The role of the Chief Customer Officer is to drive executive appetite for wanting to know about these interruptions in customers’ lives, simplifying how they are delivered, and facilitating a one- company response to these key operational performance areas. Connecting “Being There” and “Reliability” to Junk Removal.

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

Customer Bliss

NOVEMBER 13, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Replace Rules with Trust: A Case Study.

Chief Customer Officer 182

Chief Customer Officer Banking Video Course 182

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. Even video is emerging on the customer-feedback scene. About the Author.

Social Media 59

Social Media Chief Customer Officer Survey Lifetime Customer 59

Customer Bliss

APRIL 9, 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? Customers will remember you for the service delivered and not the energy it took to receive it.

Chief Customer Officer 187

Chief Customer Officer Video Course Hospitality 187

Alida

MAY 10, 2016

This appreciation for delivering a comprehensive one-company experience brings with it a new appreciation for the need for a Chief Customer Officer to unite the organization in understanding and developing the competencies to work in this manner. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

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

JANUARY 3, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Make mom proud companies guide customers through the complexity of pricing and sell them only what they need. Do you have any of those gullibility tax moments in your business?

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Then came the CTO and the CMO. So where is the line?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Customer Bliss

AUGUST 18, 2016

In this interview, we mostly walked through Chief Customer Officer 2.0 , although we touch on some of my other books. And even the best marketing will only help to get customers to try you once. And that’s because if the experience your customers have with you is a bad one, they will not return.

Chief Customer Officer 0

Chief Customer Officer Marketing Social Media Course 0

Beyond Philosophy

DECEMBER 23, 2015

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. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Customer Bliss

DECEMBER 28, 2017

The implementation of chatbots will increase as more companies leverage them in social media as a way to communicate with customers. The implementation of chatbots will continue to increase as more companies leverage them in social media as a way to communicate with customers. Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. Marsha Collier.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Social Media. Social media 2.0

Social Media 117

Social Media Chief Customer Officer Call Center Video 117

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 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.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ShepHyken

JULY 17, 2018

Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services , to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience. ?. Top Takeaways: In the past, companies owned the narrative and customers had little control.

Omni-Channel 17

Omni-Channel Chief Customer Officer Poor Customer Service Social Media 17

Customer Bliss

OCTOBER 22, 2015

With social media becoming a shiny object, along with a lot of Customer Experience tactics, the tendency is to go out and implement the “wow” moments. When your experience is unreliable, the most powerful way to grow will suffer: positive word of mouth. Reliability, not “wow!” ” drives them.

Chief Customer Officer 100

Chief Customer Officer Hotels Social Media Innovation 100

Customer Bliss

JANUARY 12, 2016

By gathering feedback, and chunking it stage by stage, you can understand the customer perceptions and perceived value as the customer experiences it. This view enables a focused prioritzation of actions to earn the right to customer-driver growth. Every silo or geography or channel determines to use the information.

Customer Journeys 100

Customer Journeys Chief Customer Officer Survey Social Media 100

Customer Bliss

JANUARY 12, 2016

By gathering feedback, and chunking it stage by stage, you can understand the customer perceptions and perceived value as the customer experiences it. This view enables a focused prioritzation of actions to earn the right to customer-driver growth. Every silo or geography or channel determines to use the information.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Social Media 120

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.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

ChurnZero

JANUARY 13, 2022

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. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

CCO Council

MAY 20, 2014

Now that “tweet” has become a verb, it seems that everyone has a Twitter, Facebook, Google+, and any other alphabet soup social media account. And rabid social media “experts” are calling for every C-level executive to embrace social media as part of their “new commitment to transparency.”

Social Media 74

Social Media Chief Customer Officer Guidelines Video 74

Customer Bliss

OCTOBER 31, 2019

Jennifer Severns , Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

Chief Customer Officer 111

Chief Customer Officer How To Social Media Analytics 111

Customer Bliss

SEPTEMBER 13, 2016

Some topics I tend to embrace include: Become a Beloved & Prosperous Company that Earns Social Media Raves & Growth. Helping Companies Grow…by Improving Customers’ Lives. How to Build Your Customer-Driven Growth Engine. Leading Customer Experience Transformation & Innovation.

Chief Customer Officer 0

Chief Customer Officer Social Media Culture Video 0

Customer Bliss

JANUARY 5, 2016

When you deliver a reliable experience, you earn the right to your customer’s story through word of mouth. Your customers will come back because they want your experience. There are three questions that customers answer through social media. No matter where or who the customer talked to in any channel.

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

Customer Bliss

JANUARY 5, 2016

When you deliver a reliable experience, you earn the right to your customer’s story through word of mouth. Your customers will come back because they want your experience. There are three questions that customers answer through social media. No matter where or who the customer talked to in any channel.

Chief Customer Officer 120

Chief Customer Officer eBook Social Media Innovation 120

Customer Bliss

JANUARY 5, 2016

When you deliver a reliable experience, you earn the right to your customer’s story through word of mouth. Your customers will come back because they want your experience. There are three questions that customers answer through social media. No matter where or who the customer talked to in any channel.

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100