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. Or the culture is one of Inertia , and deviation is punished. Introduction. ” Charm school isn’t the answer. Change Management Imperatives.

Chief Customer Officer 52

Chief Customer Officer Engagement Airlines Employee Experience 52

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. Every company’s ecosystem is unique. Why this order?

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

Kustomer

MAY 28, 2020

Blake suggests that this is happening because of the nature of CEOs and their short time investments in companies along with the need to change culture. Changing a company’s culture and being willing to make a long term investment into customer experience isn’t always appealing and is not a quick fix.

Culture 52

Culture Books Customers Competitive Advantage 52

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. Cultural Considerations Q. What cultural faux pas do we need to avoid? Cultural Considerations Q. Take an honest look at your organization’s culture. Who speaks the language here? Terrain Knowledge Q.

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

ClearAction

MARCH 22, 2024

.” WHY we need to make CX a team sport was clearly stated by Diorio: The articulated goal of customer-centricity is far out in front of the operational practice of Customer Success. Far out in front means current Customer Success practices are nowhere near what it takes! ” — Talar Ozcanian, conference speaker.

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. His 2018 book Customer Experience Culture in Government includes practical insights from those years.

Government 20

Government 2018 2019 Customer Experience 20

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

Jeanne uses the analogy that if you wouldn’t say it to your mom, don’t say it to your customers, meaning that if your mom was calling in to complain about a product issue, you wouldn’t treat her as just another problem or number. Each customer should be treated with the same dignity and grace, regardless of who they are. That was fun.

Airlines 98

Airlines Books Hospitality Customer Service 98

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. Jeff helps clients develop customer-focused cultures.

Customer Service 59

Customer Service Customer Experience Magazine Books 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. Jeff helps clients develop customer-focused cultures.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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

Stella Connect

JUNE 5, 2017

The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). President and Chief Executive Officer, Safelite Group. A customer-centric culture radiates outward, and endears brands to their customers. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Customer Alignment

DECEMBER 18, 2017

There isn’t one single natural language, or until now we haven’t seen a machine-based learning solution that can work with real nuance, context identified or cultural difference. Without confidence in text analytics, this vast and expanding unstructured data has remained ‘dark data’ as some call it – the untapped bank of customer insight.

2017 45

2017 2018 Chief Customer Officer NPS 45

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. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture. Zappos, Southwest Airlines, Apple, Amazon and WestJet.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Ian Williams

MARCH 19, 2020

A cultural commentary on America. So, for customers…. Christopher: And that’s cultural, it’s not everywhere. It’s a cultural thing in some of those areas. He is now chief customer officer, so, you know I guess everyone can come around, and it wasn’t particular popular way of thinking.

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. Desire is an emotion.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234