Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. 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. and “Trays.

Airlines 73

Airlines 2015 Magazine 2014 73

Customer Bliss

APRIL 19, 2016

He’s the Chief Customer Officer of ALSAC/St. He was previously CCO at United Airlines and now leads donor experience at St. Martin and I open the show discussing his transition from for-profit (United Airlines) to non-profit (St. Jude Honors Donors as Assets, Episode Overview.

Airlines 120

Airlines Hospitality Chief Customer Officer Metrics 120

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. South West Airlines. British Airways. Best Western.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Kerry Bodine

JANUARY 29, 2019

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges.

Management 48

Management Chief Customer Officer Apparel Telecommunications 48

CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Senior Director, Customer Care, Hilton. Director, Customer Service and Support, Microsoft.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

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. You know, you’ve called an airline more than once, right?” she asks. “I

Chief Customer Officer 40

Chief Customer Officer Leadership ROI Webinar 40

ShepHyken

NOVEMBER 29, 2022

Creating Amazing Experiences that Make Customers Come Back (Again and Again) . Shep Hyken interviews Dominic Constandi, client services and customer success leader and Chief Customer Officer at ZoomInfo. Shep Hyken is a customer service and experience expert,? ” . About: ?? . New York Times ?

Chief Customer Officer 13

Chief Customer Officer Airlines Hotels Loyalty 13

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. Countless Chief Customer Officers have failed because they cannot communicate their vision and convince employees to come with them on their change journey.

Chief Customer Officer 52

Chief Customer Officer Engagement Airlines Employee Experience 52

ClearAction

MAY 29, 2016

Over the past decade or two, the Internet and numerous technologies have been a blessing to companies and customers alike in making it easier and faster to get tailored information and assistance. For example, airlines used to send generic lists of deals, which now zero-in on the customer’s home city and preferences.

Marketing 67

Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. This tells you a lot about your company’s internal workings.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Customer Bliss

OCTOBER 23, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Amid world wide passenger angst, they initiated what the airline calls “transfarency” in which they pledge to keep low fares without any need for that dreaded nickel and dime-ing.

Chief Customer Officer 111

Chief Customer Officer Airlines 2007 Books 111

ClearAction

MARCH 22, 2024

United Airlines passenger dragged off a flight: PR nightmare, customer churn, stock plunge. Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. The Chief Customer Officer must drive customer-centricity companywide via influence.

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Qualtrics

JANUARY 2, 2019

The Government Accountability Office ( GAO ), an agency that works to improve the performance and accountability of the federal government continue to evaluate and report on federal agency customer experience practices. Struggle: Chief customer officers are still mostly missing.

Government 20

Government 2018 2019 Customer Experience 20

CX Journey

NOVEMBER 6, 2014

Gear required for this trip is moderate and can fit in one large per person duffel to be checked with the airline. Is yours a standalone, office of the Chief Customer Officer organization or bundled within another function like marketing, general business intelligence, or customer support?

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Webinar 49

Webinar Chief Customer Officer Airlines Customer Service 49

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. We are in the growing market share of old businesses because we cater to customers that are doing very very well.

2020 98

2020 Customers Communication Customer Success 98

Kustomer

DECEMBER 9, 2021

We’re going to be talking about customer experience, how to do it, why to do it, some of the details around that. She is currently the CEO and founder of Customer Bliss. In addition, she is the five time Chief Customer Officer and what some people refer to as the “Godmother of Customer Experience.”

Airlines 98

Airlines Books Hospitality Customer Service 98

Kustomer

MAY 28, 2020

.” And I love that because you know, in your life you’re getting some beautifully easy, seamless, zero friction, personalized customer experiences from companies like Spotify and Netflix and Amazon and Apple products. So you’re getting these wonderfully delicious experiences in some areas of your life.

Culture 52

Culture Books Customers Competitive Advantage 52

Kustomer

MAY 7, 2020

We’re going to be talking about customer experience, how to do it, why to do it, some of the details around that. She is currently the CEO and founder of Customer Bliss. In addition, she is the five time Chief Customer Officer and what some people refer to as the “Godmother of Customer Experience.”

Airlines 64

Airlines Books Hospitality Customers 64

Customer Guru

MARCH 7, 2018

Even when I was heading this crew, my evaluations of them would be on how customer-centric they were – whether my crew was engaging meaningfully with customers was always important to me. There is also this pleasant memory with the airline that I would like to share. I was the only one who got four in a year! by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Storyminers

JULY 6, 2020

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Lynn Hunsaker.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SurveySparrow

JULY 3, 2021

Who’s responsible for customer experiences at your company? HubSpot wrote an entire report on The Rise of the Chief Customer Officer (CCO) in Australia, emphasizing how companies are hiring and developing executives whose sole responsibility is getting CX right. This kind of customer experience could last a lifetime.

Brands 59

Brands Customer Experience Travel Social Media 59

Storyminers

JULY 6, 2020

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Lynn Hunsaker.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. Conversocial makes social customer care look effortless. The Revolution of Training – VOC Is Just a Click Away (Keynote). Cecilia McKenney. It’s a leading-edge approach to leveraging business intelligence, designed with members in mind. 5 Must-Visit Sponsor Booths.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. Key take away : Whether you’re building a career in customer experience, you must do more than just the bare minimum. Zappos, Southwest Airlines, Apple, Amazon and WestJet.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Customer Alignment

DECEMBER 18, 2017

Othello ) So, there was much talk. 2017 promised such a lot.

2017 45

2017 2018 Chief Customer Officer NPS 45

Ian Williams

MARCH 19, 2020

And I think that the abundance of technology start-ups at the moment, they’re actually producing solutions for issues customers have, which is very different to how start-ups perhaps used to work before, find a gap in the market.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Experience Investigators by 360Connext

MARCH 25, 2015

“Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. It’s a great distinction.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234