Customer Bliss

AUGUST 3, 2018

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. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ClearAction

JANUARY 8, 2024

Higher growth, with sustained upward trends, result from customer-aligned organizations. 24 Ways to Boost 2024 CX ROI. Customer-centric organizations respect the hand that feeds them. In your enterprise: Does everyone recognize customers as the source of their budgets and salaries? Business as usual is not ROI-generating!

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Customer Centricity Insights ROI Chief Customer Officer 62

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. Absolutely. I’m a bit of a Jack Welch fangirl!

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Chief Customer Officer Customer Centricity Workshop Leadership 50

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

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Metrics Definition Engagement Measurement 98

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

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. In time, as CX proves its merits, a path to centralized CX leadership will become available. Logistician – Stays on top of the metrics that underpin a CX initiative. That will win you support and buy-in.

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Net Promoter Score Chief Customer Officer Metrics Innovation 247

Customer Bliss

NOVEMBER 3, 2016

If you are regularly engaging leaders in a customer room, the customer analysis can flow from there — and, as an additional bonus, the silo structure that often stunts growth can fade away. The power of the customer room: Visual storytelling. The customer room is set up as an experience. Aided listening.

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Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Pay It Forward.

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Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Customer Bliss

NOVEMBER 1, 2018

After listening to feedback and performance metrics, Carolyne and her leadership team were able to create shift bids based on performance, which allowed employees to have different shift options. Tactic 5: Assess your Employee ROI. 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

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . But alignment is more than just having a seat at the leadership table. Winning over the CFO can be huge for making Customer Success a financial priority. With Executives, Think Big.

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Customer Success Net Promoter Score Chief Customer Officer Leadership 97

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics Definition Engagement Measurement 52

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. The starting point for customer experience in healthcare: Anthem is an enormous company. . There aren’t perfect metrics.

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Healthcare Customer Experience B2C Net Promoter Score 0

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer 2019 Customer Success Leadership 53

Experience Investigators by 360Connext

MARCH 8, 2018

A formal CCO (Chief Customer Officer) or CEO (Chief Experience Officer) is not important by title, but by the role they play in connecting the departments and employees of a company to create a unified, effortless, distinguished customer experience. You’re in charge of #CX!'”

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Marketing Net Promoter Score Customer Journey Mapping Chief Customer Officer 125

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. A – Attainable.

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Customer Success Management Chief Customer Officer Leadership 98

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. 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.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. 63% follow-up with dissatisfied customers.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail. The value of customer experience. Source: CX Networks.

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Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business. And why?’. “Of

Chief Customer Officer 40

Chief Customer Officer Leadership ROI Webinar 40

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? Usually, that’s about 8 or 10 metrics at the most. Q&A Recap.

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Insights Metrics Webinar Definition 80

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

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2020 Customer Success Chief Customer Officer ROI 80

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Workflow changes provide enduring improvements your whole customer base rewards.

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2020 Customer Experience Definition Metrics 120

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions.

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2019 E-support Chief Customer Officer Events 75

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

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Customer Success Chief Customer Officer Consulting Blog 96

Gainsight

JUNE 21, 2022

on upsells and cross-sells from existing customers. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? versus $0.63

2022 52

2022 Net Promoter Score NPS Return on Investment 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. There is no perfect metric.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Workflow changes provide enduring improvements your whole customer base rewards.

Definition 90

Definition Metrics Customers Customer Experience Management 90

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

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2020 Customer Experience Magazine Consulting 132

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Externally – understand what success looks like from the perspective of the customer. Question 4.

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Customer Success Technology Leadership Chief Customer Officer 44

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Donna Weber. Emilia D’Anzica. Kellie Capote.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

ChurnZero

AUGUST 23, 2019

What types of metrics should this role be responsible for. How can systems and tools empower your customer teams. We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. I’ll tell you what, I wouldn’t tie them to.

NPS 40

NPS Customer Success Sales Metrics 40

CustomerSuccessBox

FEBRUARY 27, 2019

Now we all know that to be successful, customer success should be a company-wide effort instead of just being the sole effort of the customer success department. But someone needs to be responsible and held accountable for the results and ROI of customer success. Should Customer Success report to Sales?

Definition 65

Definition Customer Success Chief Customer Officer Workshop 65

ChurnZero

FEBRUARY 17, 2022

If you had a dollar for every customer you had to practically beg to adopt your platform…well, you get where I’m going. As CSMs, we spend our days convincing our customers to adopt our tools. We know that if they adopt, ROI will happen naturally! Make sure you practice what you preach. Tip #4 for CSMs: demand visibility.

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Customer Success Chief Customer Officer Customers Leadership 98

ChurnZero

FEBRUARY 17, 2022

Tip #2 for CSMs: practice what you preach If you had a dollar for every customer you had to practically beg to adopt your platform…well, you get where I’m going. As CSMs, we spend our days convincing our customers to adopt our tools. We know that if they adopt, ROI will happen naturally! Make sure you practice what you preach.

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Customer Success Chief Customer Officer Customers Leadership 52