CCO Council

APRIL 16, 2014

I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. The CCO Council defines a chief customer officer as the customer-facing executive who is ultimately accountable for customers and who is driving customer strategy at the highest levels of the organization.

2014 74

2014 Chief Customer Officer Fashion ROI 74

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. Northern Trust has their own variation on the customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Gainsight

MARCH 1, 2024

Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. However, my experience in CS-related roles extends over a decade. Initially, as a Management Consultant, I steered clients towards strategic decisions.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

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

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. She is also on the board of Penn State’s Smeal College of Business, and a 2014 recipient of its highest honor, the Distinguished Alumni Award. About Karen. Komen for the Cure.

Chief Customer Officer 161

Chief Customer Officer Leadership 2014 Metrics 161

CX Journey

MARCH 17, 2015

I originally wrote today''s post for Confirmit in November 2014. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.

Metrics 77

Metrics 2014 Chief Customer Officer Webinar 77

Tricia Morris

SEPTEMBER 17, 2015

Some brands overall have had competitive rivalries in sales and marketing (think of the great Cola Wars of the 1980s), but what if customer service teams, or better yet, obsessed brands began engaging in this type of competitive rivalry? Get your game-face on CEOs, CMOs, CIOs and Chief Customer Officers.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping. mark or memory. So Where Do We Begin?

Customer Journey Mapping 91

Customer Journey Mapping Customer Journey Banking Chief Customer Officer 91

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Report on customer service metrics to your board.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Kerry Bodine

JUNE 7, 2017

At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. But are customers sticking with JetBlue? and “Trays. Never the two shall meet.”

Airlines 73

Airlines 2015 Magazine 2014 73

Kerry Bodine

MARCH 8, 2017

Service Design’s Trojan Horse: Customer Experience. The study, titled The Customer-activated Enterprise , stated, “We identified three key themes that will help you shape your organization’s future: Open up to customer influence, pioneer digital-physical innovation, and craft engaging customer experiences.”

Chief Customer Officer 86

Chief Customer Officer 2016 2010 2014 86

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Standardizing Exceptional Experience.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Customer Bliss

MAY 17, 2016

THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK. Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. Around 2011-2012, Audi began to focus much more a customer-centric approach.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Please introduce yourself.

Management 52

Management Customer Success 2013 Metrics 52

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

2019 82

2019 Customer Experience Insurance Retail 82

ChurnZero

AUGUST 25, 2020

Godard was named to the Tech 50 list by Crain’s Business Chicago in September 2014 and to the Chicago Entrepreneur Hall of Fame in 2011. Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . .

Chief Customer Officer 69

Chief Customer Officer E-support 2011 2012 69

Strativity

DECEMBER 9, 2014

Hackensack, NJ (PRWEB) December 09, 2014. Strativity Group – a world leader in customer experience training for over 12 years, transforming over 375,000 people through programs for managers, employees and CX practitioners – is pleased to announce The CX Masters. Chief Customer Officer. Who should attend?

Presentation 52

Presentation Chief Customer Officer Customer Experience 2015 52

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too! Hosted free webinars.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. In 2014, I started the first customer success consulting firm, CSM Practice.

Customer Success 59

Customer Success 2013 2014 Consulting 59

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: Chief Customer Officer 2.0:

Customer Success 10

Customer Success 2014 Books Chief Customer Officer 10