TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

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Customer Service Contact Center 2022 Magazine 251

Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work.

Leadership 160

Leadership Chief Customer Officer Engagement Books 160

ProProfs Chat

JUNE 30, 2020

That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Books on Team Building and Leading.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

inSided

APRIL 7, 2020

“ The leading indicators for customer retention and expansion tend to be around the level of engagement between the client and the vendor. ” — Ashvin Vaidyanatham (Chief Customer Officer at Gainsight) and Ruben Rabago (Chief Strategist at Gainsight) in their book, ‘The Customer Success Professional's Handbook.’.

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Chief Customer Officer Customer Engagement Engagement Customer Retention 59

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Jeannie Walters.

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Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. If you want happy customers, you need happy employees.

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Chief Customer Officer Customer Experience ROI Customer Centricity 185

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

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2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. The focus of this competency is that leaders must connect the silos and enable people to act.

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Chief Customer Officer Leadership Advertising Culture 118

Customer Bliss

MARCH 26, 2019

In my book, “ Would You Do That To Your Mother? What can you do to support your customer through your attitude, your body language, or your offer of help—even when your answer is “no”? As customers, we find joy and enjoyment in engaging with brands who act in this way. In it, I ask: What worked?

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Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

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Customer Experience Chief Customer Officer Presentation E-support 231

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. 2: Work on how much you engage inside the organization. HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM? The following is a lightly edited transcript of the video below.

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Download Chief Customer Officer Workshop Books 185

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? The ability to empathize and be human is not cited as a reason why customers stay or go.

Hotels 256

Hotels Chief Customer Officer Social Media Books 256

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business.

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Customer Experience Chief Customer Officer Events 2003 302

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Customer Bliss

SEPTEMBER 15, 2016

Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret. (I The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth.

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Chief Customer Officer Leadership Books Reference 238

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. 4 Culprits That Hinder Customer-Driven Growth. #1. How to Build Your Customer-Driven Growth Engine.

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Chief Customer Officer Customer Experience Leadership 2014 168

Customer Bliss

AUGUST 10, 2018

Building Our Customer Room. The following excerpt is from my third book, Chief Customer Officer 2.0, How to Build Your Customer-Driven Growth Engine. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. #CX #CustExp Click To Tweet.

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Chief Customer Officer Engagement Leadership Culture 111

Customer Bliss

MARCH 17, 2016

The Columbus Metropolitan Library not only has the customer at the core of their business, their organization chart also ensures that focus. Chief Customer Officer Alison Circle described this structure as the way to align everyone’s decision making lens around supporting the customer.

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Chief Customer Officer Books Magazine E-support 150

Kustomer

AUGUST 26, 2022

Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0, Episode Frequency: Weekly Episode Length: 30-40 minutes.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. In this book, Ury teaches you the steps to a positive no.

Books 71

Books Customer Service Culture E-support 71

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

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Chief Customer Officer Customer Success B2B Consulting 170

Customer Guru

AUGUST 8, 2018

Blake Morgan is a keynote speaker, best-selling author, and futurist in the field of customer experience. She is the author of the best-selling book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake Morgan Follow @BlakeMichelleM.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

NOVEMBER 23, 2016

Build a customer listening path. Whatever I am doing — writing a book, working 1-on-1 with a client, speaking, blogging, podcasting — everything is tied to these five competencies. You can use this audit in the beginning of your role to engage leaders and your operational silos and to educate them on the five competencies.

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Chief Customer Officer 2017 Workshop Books 147

Customer Bliss

MAY 10, 2016

Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. Samir shared with us the robust engagement approach that he used to meet with the leaders of every museum to build his proposed approach.

Chief Customer Officer 0

Chief Customer Officer 2008 Books Presentation 0

Customer Bliss

JANUARY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?

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Chief Customer Officer Retail Books Call Center 170

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Catch up on your reading.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Customer Bliss

NOVEMBER 3, 2016

I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company” to this post (June 2015) called “Bring The Silos Together In The Customer Room.” The power of the customer room: Visual storytelling.

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Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

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Rewards Programs Hotels Travel Chief Customer Officer 133

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! In this episode, I speak with Amanda Sachs , General Manager, Customer & Partner Experience, at Microsoft. Again, thank you for your support of The Chief Customer Officer Human Duct Tape Show.

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Chief Customer Officer Management 2011 Call Center 129

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?

Chief Customer Officer 149

Chief Customer Officer Innovation Books Metrics 149

Customer Bliss

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. You’d engage with the experience. Leadership accountability. One-company leadership. Aligning the silos.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

Customer Bliss

NOVEMBER 1, 2018

Though Lyft was growing quickly, Mary didn’t want to lose sight of continuing a delightful customer experience. They uplift their drivers/employees by being authentic and engaged. Tactic 1: Be Authentically Engaged. A delightful CX meant that they were to develop a value system around uplifting other people.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ShepHyken

DECEMBER 26, 2016

Many successful leaders have created a culture that focuses on the belief that if you take care of employees first, they will better engage with customers and give them even better service. This article looks at the internal customer and the process behind delivering better internal service.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Customer Bliss

DECEMBER 28, 2017

Having a customer experience room/lab is an integral part of understanding the customer experience. It’s one of the most direct ways for a company to see first-hand what their customers go through to interact with them. Having a customer experience room/lab is an integral part of understanding the customer experience.

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2017 Blog Customer Experience Chief Customer Officer 141

Customer Bliss

JUNE 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM? They kick in.

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Chief Customer Officer Customers Hotels Books 126

Customer Bliss

MAY 3, 2016

You will hear how they engaged and united the leadership team with the “human voice” of the client, how they built a lab dedicated to the practice of human-centered and emotions based study, and how they used that lab to tap into unique opportunities to deliver value to customers and partners. Connect with Scott. Scott is on LinkedIn.

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Chief Customer Officer 2007 Leadership Books 185