Eptica
JULY 26, 2017
To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers. Other airlines already link customer satisfaction to bonuses. Share this page on: Tweet.
Customer Bliss
MAY 15, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The value she took with her as a customer was over $40,000 a year. Customers Expect to Be Known. This is our opportunity to say to customers, “We know you, we value you.
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CSM Magazine
AUGUST 22, 2019
With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. VP, Returns, Walmart.
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.
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 Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. Embed crystal clear customer expectations in how you run your entire business.
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.
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.
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