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. Long ago, in a galaxy far, far away, surveys began for the pure and simple reason to improve customers’ lives. But yet, around the world, that survey score has become the end game.

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Chief Customer Officer Automotive Airlines Hospitality 203

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Information 59

Information 2022 Chief Customer Officer Social Media 59

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Listen to our conversation, here. Align with the Core Values.

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Chief Customer Officer Customer Experience ROI Customer Centricity 185

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. There’s your pothole. How reliable are you? Click To Tweet. #3: Click To Tweet.

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Chief Customer Officer Customer Experience Leadership Customers 185

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. This was a really great conversation.

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Telecommunications 2018 Chief Customer Officer Call Center 141

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: Do you use surveys to measure success and value? .

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Webinar Sales Chief Customer Officer Effort Score 52

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! Our conversation about scaling the CX role with just a 50 person staff is one everyone should hear! Look for measurements that aren’t just survey based, find the right, actionable measurements.

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Chief Customer Officer Management 2011 Call Center 129

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. ” Conclusion.

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Chief Customer Officer Social Media Customers Leadership 141

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Many customers don’t realize they can choose a different energy provider.

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Customer Experience Chief Customer Officer Connections Workshop 155

Gainsight

MAY 23, 2023

.” Bringing Digital Automation to Customer Success Nevertheless, enterprises are still investing in Customer Success. Among CS teams, 61% have responsibility for revenue growth, while 39% of companies have a Chief Customer Officer. He explains: “We don’t want to give up on Customer Success. .”

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Customer Success Chief Customer Officer B2B Customers 59

Customer Bliss

SEPTEMBER 6, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences. Share your conversations.

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Presentation Chief Customer Officer Blog Information 111

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.

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B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. ” Conclusion.

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Chief Customer Officer Social Media Customers Leadership 118

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Value means you’re saving them time or money, which usually means money.

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Chief Customer Officer Banking Document B2B 147

Customer Bliss

OCTOBER 11, 2018

The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers. Customer Experience Creates Conversations When You Do it Differently. It’s an operational CX choice that earns conversations. In the best companies, the customers do the marketing.

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Chief Customer Officer Advertising Books Customer Journey 107

SmartKarrot

JULY 15, 2022

Hotjar is a powerful customer journey mapping tool enabling CCOs to gain valuable insight into customer behavior. Hotjar contains various tools such as session recordings, feedback surveys, heatmaps and much more that can clearly understand user experiences and customer journey patterns.

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Customer Journey Mapping Chief Customer Officer Customer Journey User Experience 10

Customer Bliss

FEBRUARY 7, 2017

Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects. From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. About Karen.

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Chief Customer Officer Leadership 2014 Metrics 161

Gainsight

JUNE 11, 2021

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. Asking questions allows you to have better, more contextual conversations—but you need to ask the right ones. Transforming Customer Centricity.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

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.

Government 111

Government Chief Customer Officer Roadmap Document 111

Wootric

MARCH 15, 2020

Budgets are being trimmed everywhere, and customer success and renewal conversations must be deeply empathetic to this. Step up your customer success initiatives. Listen to your customers even more carefully – and respond. Now is the time to double-down on understanding and improving the customer journey.

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E Commerce E-support Chief Customer Officer Loyalty 125

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Vishal and his team created a second survey that they distributed three months later.

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Hospitality Customer Experience Guest Experience Chief Customer Officer 162

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.

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Leadership Chief Customer Officer Social Media Loyalty 120

ChurnZero

MARCH 28, 2023

In defining what customer engagement is, it’s also important to describe what it is not. Customer engagement is not the same thing as customer satisfaction. For example, it’s possible to have high engagement and yet have low satisfaction, or conversely low engagement and high satisfaction. NPS indicates customer loyalty.

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Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

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Hospitality Chief Customer Officer Feedback Customers 190

CCO Council

OCTOBER 28, 2017

Executive search firm Russell Reynolds surveyed 2000 C-level executives in 15 industries, asking them to describe the expected rate of digital disruption during the coming 12 months. My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind.

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Chief Customer Officer B2C B2B Roadmap 40

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. This allows customers to passively give direct feedback and you to collect real-time insights for customer segmentation. Product usage decreases.

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Customer Retention Chief Customer Officer Customer Success Events 72

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Hospitality 2018 Healthcare Customer Experience 141

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

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2023 Customer Success Chief Customer Officer 2022 52

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Connections Chief Customer Officer 2006 Banking 190

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. How do you create great service for such a complex system?

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Transportation Management Chief Customer Officer Roadmap 129

Customer Bliss

NOVEMBER 23, 2018

Eric joined Hertz with the responsibility of building out the company’s loyalty program, owning three different pillars of the work: the voice of the customer pillar, customer experience and brand activation teams, and loyalty programs. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Customer Bliss

DECEMBER 6, 2018

, but with the emotions of the customer (“Am I having fun watching this video – or feeling impatient and frustrated?”),” and I couldn’t agree more. In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations.

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Wireless Telecommunications NPS Chief Customer Officer 180

Customer Bliss

NOVEMBER 1, 2018

In today’s podcast episode, I’m revisiting conversations with two previous guests, Mary Winfield , VP of Customer Experience and Trust at Lyft , and Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

AUGUST 28, 2020

Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs. Click To Tweet.

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Roadmap Customer Journey Mapping Leadership Measurement 323

Customer Bliss

SEPTEMBER 4, 2018

When presenting his feedback to leaders, it was important to do so in a conversational way. He wanted to have real, human conversations in these meetings. Ground customer feedback in real stories. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Leadership Customer Experience Chief Customer Officer Financial 111

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. They had the options to check that on the survey, but what they cared about was being notified. Episode Overview.

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Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

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