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. Regardless of whether you’re new to the profession, or a Chief Customer Officer for a major brand,… Read More».

Call Center 74

Call Center Consulting Chief Customer Officer Customer Experience 74

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives. She spoke directly to customers and the employees. Help the C-Suite Help Employees.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

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! Since working at a call center after graduating college, Amanda has been entrenched in the world of customer service. Be Patient and Gain Credibility Before Driving Transformation.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Beyond Philosophy

OCTOBER 21, 2021

As an example, the organization should also have: Empowered staff who can own customers’ issues. Short call center queues. Complete customer order and history information, even from third-party providers . Mead says Customer Experience accreditation doesn’t touch these areas.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Not getting through to someone who can answer their query.

2021 110

2021 Social Media Call Center Chief Customer Officer 110

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

Customer Bliss

OCTOBER 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer.

ROI 120

ROI Chief Customer Officer Financial Call Center 120

Thematic

MARCH 27, 2024

 The issues were urgent, customers were highly distressed customers and the service team was exhausted.  This  This was a significant test of Watercare’s customer experience journey. After the storms, the call center was overwhelmed with unhappy customers. 

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

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. Call center reps are elevated and considered critical to delivering customer value and becoming those customer rescue artists. That they remember. Let Your Purpose Unite Your Company.

Chief Customer Officer 170

Chief Customer Officer Retail Books Call Center 170

Customer Bliss

DECEMBER 6, 2018

The first year was about building a foundation and also building a call center team to further support the mission. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Year two was about diving deeper into the analytics.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

Customer Bliss

OCTOBER 2, 2018

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did this summer with my good friend Laura Ortman—chief customer officer of Equinix—in which we discuss how practitioners from call center representatives to business leaders can impact customer experience in their roles every day. .

Chief Customer Officer 129

Chief Customer Officer Books Call Center Customer Journey 129

CCO Council

MAY 28, 2014

Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to address root causes and begin rebuilding damaged customer relationships. Seek opportunities for reassuring customers not only within the recovery, but throughout the organization.

Chief Customer Officer 81

Chief Customer Officer Management Customer Insights Call Center 81

Oracle

MAY 3, 2019

Everyone at a company knows it’s critical that they think about how the customer is actually using their products and services, and so, when the CEO that is driving the iniative it is most successful. That said, I do not think any one person can own customer experience. We think we’re done.”

Customer Experience 72

Customer Experience Chief Customer Officer Call Center Customer Focused 72

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In many cases, the informed exceptions that they make lead to increased advocacy and a more profitable customer.

Chief Customer Officer 178

Chief Customer Officer Books Call Center 2018 178

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 60

Chief Customer Officer Customer Success Call Center Customer Centricity 60

Customer Bliss

MARCH 8, 2018

This process of always being engaged with the customer slowly trained her to become the CX leader that she is now; Charlotte places high value on listening to the customer. In all of these roles, she thought about how to put the customer first. One inaccurate detail or unclear message could greatly impact the call center.

Customer Experience 100

Customer Experience Customer Journey Mapping Net Promoter Score Call Center 100

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. million electric and gas customers.

Chief Customer Officer 0

Chief Customer Officer 2005 Social Media 2009 0

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

AskNicely

NOVEMBER 20, 2018

With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. That’s 22 million opportunities to get the customer experience right — or wrong.

Net Promoter Score 60

Net Promoter Score NPS Chief Customer Officer Call Center 60

CCO Council

MAY 13, 2014

For many companies the annual value of these computations are significant and become even more so when extrapolated over the average lifetime of a customer. Similarly, the cost of dissatisfied customers can be computed to measure the cost of status quo. What is the cost of each call into the call center?

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Beyond Philosophy

APRIL 14, 2015

When was the last time it highlighted the work of the call center or Customer care reps? The Chief Customer Officer has a unique position, often battling across silos. Sales get all the accolades or even marketing for the latest campaign. Notice whether he or she only talks to you about processes.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

CCO Council

MAY 20, 2014

We have all spent significant time and energy creating in our companies elaborate, closed-loop triage and issue resolution processes for our customers in the call centers, sales channels, and at the executive level. Chief Customer Officer Customer Centricity Customer Engagement Customer Insight'

Social Media 74

Social Media Chief Customer Officer Customer Centricity Call Center 74

Talkdesk

AUGUST 25, 2015

The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday. The field of customer success is growing; you’ll have to iterate to stay on top. The winds have changed, said Gotlieb.

Customer Success 72

Customer Success Chief Customer Officer Call Center Customers 72

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer 20

Chief Customer Officer Customers Contact Center Call Center 20

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer 20

Chief Customer Officer Customers Contact Center Call Center 20

Customer Bliss

MAY 30, 2017

He designed a best-in-class customer experience model now utilized across a global footprint. At Citigroup, Claudiu built segment-based customer experience strategies and voice of the customer programs across a global branch and call center network, improving the bank’s overall JD Power ranking and improving profitability.

Financial 121

Financial Banking Healthcare Leadership 121

CSM Magazine

DECEMBER 20, 2016

Technology started to permeate customer experience management, from digital experience and call centers to loyalty program management and beyond. It’s not accidental that C-level technologists are increasingly stepping into the picture as well.

Customer Experience 40

Customer Experience Government Chief Customer Officer 2016 40

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? You talked about having customer voice in the C-suite.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Chattermill

MAY 12, 2019

Instead, he focuses on getting companies to see CX as a company-wide effort, not the exclusive domain of the call center rep or the salesperson. The main takeaway is, customers and companies alike benefit from real-time, conversational connections, versus hands-off lead generation methods and email marketing campaigns.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

GetFeedback

JANUARY 19, 2020

Response rates of 10% or less are common for general customer satisfaction surveys , leaving CX leaders to wonder: What do all those other customers think? Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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. I wanted to visit them, ask questions and learn. Rather than having an “aw shucks” mentality, I thought, “F it! I’m going to fund this myself.”

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention. The post 15 Ways to Get the Most Out of Call Center Week 2017 appeared first on StellaService.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Kustomer

SEPTEMBER 3, 2020

I mean, you’re looking at each individual interaction or on this journey and really trying to dissect what is the voice or how do we listen to that individual touch or what’s maybe a KPI that we can show how well that touchpoint is or is not driving the customer forward. Chief Customer Officer 2.0

Marketing 52

Marketing Effort Score Metrics Loyalty 52

inmoment

MAY 14, 2020

Sure, a company might have a decent understanding of the experience at the call center, but what about the myriad of other touchpoints? In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.”

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

CCO Council

SEPTEMBER 13, 2019

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. Founder & CEO, Chief Customer Officer Council. Curtis Bingham.

Chief Customer Officer 40

Chief Customer Officer B2B Customers Workshop 40