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. CX programs require strategy and leadership from the top.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

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. Hilton seems to be creating an environment where employees can become what our Thought Leadership Principal Michael Lowenstein, PHD, CMC, calls an “employee ambassador.”

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

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.” I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

Customer Bliss

JANUARY 4, 2019

He spoke to senior leadership (the C-Suite), frontline employees from in-patient nursing units, ambulatory clinics, nurses, care techs, and even environmental services workers. Alan joined Cedars-Sinai in November, 2016, with 15 years focused on healthcare patient experience improvement.

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

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. Customer experience takes time. Crawl, walk, run. Click To Tweet.

Customer Centricity 182

Customer Centricity Chief Customer Officer Metrics 2016 182

Gainsight

JUNE 8, 2022

Similarly, if delivering a remarkable customer experience is truly the company’s goal, as it should be in a recurring revenue SaaS business, then the leadership team should talk about this mission regularly. That means that if something matters, it needs to be top of mind.

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

JANUARY 4, 2017

DMI Design Leadership Conference. Chief Customer Officer USA. Next Generation Customer Experience. Center for Customer Engagement’s 2017 Summit on Customer Engagement. March 6 – 8, 2016. Phoenix, Arizona. June 5 – 8, 2017. DMI Design Management Conference. June 19 – 21, 2017.

Events 48

Events CEM 2017 Chief Customer Officer 48

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

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. Peter Armaly.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

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

Gainsight

APRIL 12, 2023

But what I learned, after years of procrastinating on tough moves for our leadership team, is that the leaders’ teams suffer greatly through that inaction. And then at Pulse 2016, I decided to take another leap. Maybe they are misunderstood. Maybe they need more coaching. Maybe they just need more time. And those maybes could be right.

2014 52

2014 Chief Customer Officer Sales 2013 52

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.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

AUGUST 25, 2020

Previously Godard served as CEO of SteelBrick which was acquired by Salesforce in 2016. Previously Jay founded Customer Imperative, a consultancy focused on B2B SaaS, which eventually developed the Gain Grow Retain customer success leadership community.

Chief Customer Officer 69

Chief Customer Officer E-support 2011 2012 69

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.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114

Customer Bliss

AUGUST 31, 2018

He oversees risk management, workforce support, demand planning, and community and social support which was fairly new when he joined in 2016. It’s so important to understand the culture you’re coming into when in a new leadership position. Work with Your Team Before Presenting CX Findings to Leadership.

Chief Customer Officer 120

Chief Customer Officer Leadership Presentation Feedback 120

Customer Bliss

AUGUST 31, 2018

He oversees risk management, workforce support, demand planning, and community and social support which was fairly new when he joined in 2016. It’s so important to understand the culture you’re coming into when in a new leadership position. Work with Your Team Before Presenting CX Findings to Leadership.

Chief Customer Officer 100

Chief Customer Officer Leadership Presentation Feedback 100

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Dan’s 20-year career has consistently focused on delighting customers. Aimee Lucas.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Dan’s 20-year career has consistently focused on delighting customers. Aimee Lucas.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Behavior that creates a bond with clients and customers trumps survey scores and results. About Edwin.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148

Lumoa

JUNE 22, 2021

We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. And so this was back in 2016. If i understood it right. So it’s like, for four plus years?

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83