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

TechSee

MARCH 7, 2023

Elizabeth Dixon, Independent Consultant, ex-Chick-fil-A – As an experienced leader of business and people development, Elizabeth has demonstrated a history of shifting corporate culture, creating strategy, leading teams to implement, and measuring impact. She is known globally for transforming businesses.

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2023 Contact Center Leadership Hospitality 207

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer.

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

CSM Magazine

AUGUST 30, 2023

. “We’re thrilled to be Avaya’s SLED Partner of the Year — it’s a testament to our shared vision of ‘innovating without disruption’,” said Evan Jones, Chief Customer Officer of Waterfield Tech. “The State, Local, and Education sectors face unique challenges.

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Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Robbie Kellman-Baxter, Author & Consultant.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

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. With many SaaS products, the end-user is not the client, and their experience must be factored into the customer success equation.

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Customer Experience Chief Customer Officer Events 2003 302

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. By doing so, you simplify matters for the client.

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2021 Social Media Call Center Chief Customer Officer 111

Customer Bliss

MAY 2, 2019

In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role. This knowledge is then communicated from the sales team all the way to customer service, which helps everyone improve their customer relationship. “I ” About Rosalyn Curato.

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Chief Customer Officer Financial Consulting Customer Retention 149

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

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Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

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Airlines Customer Experience Chief Customer Officer Reference 176

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

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2020 Customer Experience Magazine Consulting 132

Customer Bliss

AUGUST 23, 2018

Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. Communicate your role to your colleagues and peers. Determine who will help drive your CX strategy.

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Transportation Management Chief Customer Officer Roadmap 129

Customer Bliss

JANUARY 17, 2019

Through providing this type of service with prepaid cards, Netspend helps serve the underserved – and this aspect alone means the company has to place heavy importance on customer experience. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts.

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Connections Chief Customer Officer 2006 Banking 190

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

Gainsight

JUNE 8, 2022

Furthermore, the mission should be the North Star for all company goals such that any project, initiative, or even internal meeting, should clearly tie back to the customer-centric mission. . Many companies communicate across their organization effectively to ensure that every department understands the primary objectives.

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Customer Success Customer Centricity Chief Customer Officer B2B 59

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. 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

ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

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Chief Customer Officer Marketing Books Leadership 59

Gainsight

MARCH 10, 2022

Dana Soza, CEO, and founder of Customer Everything Solutions, is a consultant and coach in the business of helping companies and individuals begin the CS journey. She joined Adam in the Building Your Customer Success Career episode. In the past, customer success reported into Sales, Marketing, and Operations.

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2021 Culture Insights Chief Customer Officer 59

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. CEO - C hief Customer Office Council.

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Customer Success Chief Customer Officer Consulting Blog 96

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

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Customer Experience Chief Customer Officer Leadership Culture 111

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.

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Webinar Chief Customer Officer Airlines Customer Service 49

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Use SMS, if the customer has agreed to that method of communication. .

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Touchpoint Customer Journey Measurement Social Media 365

Beyond Philosophy

MAY 31, 2016

Finally, because touch-points are so critical in managing the overall experience—and frequently the key source of customer delight or pain—there must be a C-suite executive accountable and responsible for executing all of the touch-point elements. Republished with permission from CustomerThink.com.

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Beyond Philosophy

APRIL 14, 2015

How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them. The Chief Customer Officer has a unique position, often battling across silos.

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Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

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2017 Article Customer Experience Chief Customer Officer 79

Talkdesk

FEBRUARY 5, 2021

Since associates can’t be with customers “IRL” during the pandemic, they’ve turned to digital channels to communicate. Influencers have been able to use products or try clothes on in real time, giving customers chances to ask questions, sign up for one-on-one virtual consultations or even buy as they watch.

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2021 E Commerce E-support Retail 87

Education Services Group

APRIL 16, 2021

What is the ESG Customer Success Maturity Model? Your CS engagement model is the structured process by which CSMs engage with your customers. Each customer segment will have their own engagement procedures, delineated by factors like high touch and tech touch (though these pathways of communication are no longer mutually exclusive ).

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Customer Success Chief Customer Officer Metrics Competitive Advantage 52

SurveySensum

MAY 9, 2022

It tells you what is working, what your customers are liking, and what they are happiest about and you can focus on just that! Nicholas Zeisler , CX Strategist and Fractional Chief Customer Officer at Zeisler Consulting shares a similar view. So, invite your loyal customers to share their stories with you.

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Feedback Chief Customer Officer Customers Webinar 52

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Drawbacks of Using Traditional Modes of Communication.

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Communication Customer Success Chief Customer Officer Customers 52

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Drawbacks of Using Traditional Modes of Communication.

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Communication Customer Success Chief Customer Officer Customers 52

Customer Bliss

NOVEMBER 21, 2017

Key Takeaways About Implementing the CX program: Marc and his team brought on a consultant to help them develop an end-to-end journey map. It’s imperative to have a customer journey map. You need to understand the experience from the customer standpoint so you can make adjustments along the way.

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User Experience Chief Customer Officer Customer Journey Mapping Customer Journey 0

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Customers want companies to know them and to deliver a personalized experience that is timely and relevant to them. Artificial intelligence will truly transform every aspect of customer engagement. (

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Customer Experience Chief Customer Officer Customer Journey Mapping Metrics 40

ClearAction

MAY 29, 2016

Therefore, executives should be ensuring superior customer value cumulatively across the customer life cycle. Value Creation, Communication & Management. Marketing is primarily a value communicator, rather than a value creator, deliverer, or manager. Yet, accurate value communication is only part of the equation.

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Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

ChurnZero

DECEMBER 29, 2020

How To Nail Implementation and Customer Success Handoffs. As a critical cog in customer onboarding, implementation can cause a domino effect of delays and bad impressions if they don’t effectively communicate with Customer Success to transition customers. 6 Dos and Don’ts for Improving Your Customer Onboarding.

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2020 Blog 2021 Chief Customer Officer 98

ChurnZero

FEBRUARY 23, 2023

The customer lifecycle management framework consists of five stages—each with its own set of metrics. Improve customer onboarding You never get a second chance to make a first impression. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

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Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

The customer lifecycle management framework consists of five stages—each with its own set of metrics. Improve customer onboarding You never get a second chance to make a first impression. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

Help Scout

SEPTEMBER 14, 2021

Customer service is also important for small businesses because it opens a direct line of communication with customers. Those conversations can lead to product breakthroughs and insights — or even reveal a new customer segment you didn’t know existed. Tip #1: Don’t worry if it doesn’t scale.

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