Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. The Importance of a Chief Customer Officer.

Chief Customer Officer 179

Chief Customer Officer Customer Experience 2015 Wireless 179

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1. Why Will This Have an Impact in 2016? “A

2016 58

2016 Customer Service Chief Customer Officer 2010 58

ShepHyken

DECEMBER 26, 2016

This article looks at the internal customer and the process behind delivering better internal service. As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 Magazine 124

Tricia Morris

JANUARY 25, 2016

It’s no wonder more and more customers began trying to self-serve first. Notes speaker and New York Times bestselling customer service author Shep Hyken in Microsoft’s 10 Customer Service Trends to Watch in 2016 , “Self-service is trending strong. Trends to Watch in 2016. What were their answers?

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. You can find more instructions and details to this framework in my book, Chief Customer Officer 2.0:

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

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! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Beyond Philosophy

FEBRUARY 27, 2017

It was one of Fortune Magazine’s 100 best companies to work for in 2016, and it is committed to giving employees a path to advancement by promoting them from within. If you found this interesting, you might also enjoy: Eyes on the Customer Experience Prize: Will 2016 (Finally) Be the Year of the Emotionally-Driven Employee Ambassador?

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Alida

MARCH 10, 2017

In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. Twitter lost its way and CX suffered,” says Solis.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Tricia Morris

MARCH 14, 2016

But the most valuable promotion will come to those who not only invest in winning customers, but keeping them. —————————. Want to Learn More About Customer Service & Retention? Read 10 Customer Service Trends to Watch in 2016. We’ve also asked what organizations can do immediately to improve customer service.

2016 64

2016 Chief Customer Officer Poor Customer Service Customer Retention 64

Customer Bliss

JANUARY 19, 2017

But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? You have to view customer-centric journeys and strategy in the context of transformation milestones. Crawl, walk, run. I talked a little bit about this last week.

Customer Centricity 182

Customer Centricity Chief Customer Officer Metrics 2016 182

Customer Bliss

JANUARY 4, 2019

Alan joined Cedars-Sinai in November, 2016, with 15 years focused on healthcare patient experience improvement. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

Customer Bliss

NOVEMBER 28, 2017

Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. The leaders knew that their ABG products were good, but they had to implement a plan that would help them understand how satisfied the customers were. .

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

CCO Council

OCTOBER 28, 2017

A recent HBR article described a 2016 study examining the forecast rate of digital disruption. My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. Executives expect digital disruption to be the most severe in B2C industries, particularly in media.

Chief Customer Officer 40

Chief Customer Officer B2C B2B Roadmap 40

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. Some will have a Chief Customer Officer with wide-ranging powers , while in other companies it may fall under the marketing department’s remit.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Michelli Experience

JULY 11, 2017

I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It“ (actually a she or he) is a Chief AI Officer (CAIO). That’s right a human Chief Artifical Intelligence Officer ( not a machine or robot occupying an executive office ).

Information 45

Information Chief Customer Officer Customer Experience Management 45

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. I call this one-company leadership.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

Gainsight

JUNE 8, 2022

When visiting their Hawthorne, California headquarters in 2016, it was a member of the SpaceX accounting team that recited the statistics and led the turn-by-turn facility tour. After all, not all companies have reached a post-unicorn status and may lack the budget for a dedicated customer success enablement team.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Customer Bliss

DECEMBER 5, 2017

Hicks Bowman, who goes by Angie Hicks, is the Chief Customer Officer of ANGI Homeservices. Hicks co-founded Angie’s List in 1995 and served as its Chief Marketing Officer from May 2000 and on its board of directors from March 2013 through its acquisition by ANGI Homeservices. About Angie: Angela R.

Chief Customer Officer 129

Chief Customer Officer 2017 2013 2016 129

Kerry Bodine

MARCH 8, 2017

And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016. And to that end, 65% of the companies surveyed had already appointed the equivalent of a chief customer officer within their organizations.

Chief Customer Officer 86

Chief Customer Officer 2016 2010 2014 86

Kerry Bodine

JANUARY 4, 2017

Chief Customer Officer USA. Next Generation Customer Experience. Center for Customer Engagement’s 2017 Summit on Customer Engagement. March 6 – 8, 2016. DMI Design Management Conference. June 19 – 21, 2017. DMI Design Leadership Conference. September 24 – 26, 2017. Minneapolis, Minnesota.

Events 48

Events CEM 2017 Chief Customer Officer 48

Kayako

JUNE 9, 2016

When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Support Driven Salary Survey. ” Jeanne Bliss.

Chief Customer Officer 49

Chief Customer Officer Management 2016 Customers 49

CX Journey

FEBRUARY 5, 2015

. #1 Customer Experience will become the major differentiator In the news: According to Deloitte , 82% of brands perceive customer experience as a competitive differentiator. By 2016, 89% of companies surveyed by Gartner plan to compete primarily on the basis of customer experience. And this number is only rising.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Kayako

JUNE 9, 2016

When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Support Driven Salary Survey. ” Jeanne Bliss.

Chief Customer Officer 48

Chief Customer Officer Management 2016 Customers 48

Customer Bliss

MARCH 8, 2018

She joined the Executive Committee of Sure in 2013 to head up the newly formed Customer Experience division encompassing customer strategy, communications and operations and subsequently in 2016 expanded her responsibilities to include both Consumer and Enterprise Sales.

Customer Experience 100

Customer Experience Customer Journey Mapping Net Promoter Score Call Center 100

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How Startups Can Connect Customer Experience to Growth by John White. What were your favorite articles from 2016? Just drop a comment below.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

Technology 65

Technology Net Promoter Score Chief Customer Officer 2016 65

Eptica

MAY 30, 2018

Research from both sides of the Atlantic provides clear evidence of the link between superior CX and company success: - A $100 investment in 2000 into a portfolio of the top brands in the American Customer Satisfaction Index provided a return of over $760 by the end of 2016. This will rise to 81% in just two years.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. Many agree that the success of any corporate undertaking in customer experience heavily depends on whether CEOs and other key decision makers (can be board members or other) buy into it.

Customer Experience 40

Customer Experience Government Chief Customer Officer 2016 40

Customer Bliss

JUNE 18, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. When they finally won that championship title in 2016, it had been 108 years since a Cubs jersey was in a World Series. Since 1906, the Cubbies had only qualified for the postseason on 18 occasions.

Chief Customer Officer 161

Chief Customer Officer 2016 2018 Banking 161

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. Andrew Neff. AndrewinContact.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Gainsight

APRIL 12, 2023

And then at Pulse 2016, I decided to take another leap. Lesson: Many times, I thought “I need to hire for the role I’ll need 4 years from now.” In reality, I needed to bet on the person who believed in Gainsight for the last four years. And you can see the results. Pulse 2014 was by far my worst keynote of all time.

2014 52

2014 Chief Customer Officer Sales 2013 52

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Beyond Knowledge: Insights.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year? Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused.

2016 60

2016 Customer Experience Chief Customer Officer Multi-Channel 60