Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert worked hard to understand, define, and ultimately explain the various customer segments. One-Company Leadership. Chief Content Officer.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Information 2008 Customer Care 131

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. I call that One-Company Leadership. Episode Overview. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

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. Listen to the episode & read the show notes ». Get every new episode.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

Customer Bliss

SEPTEMBER 27, 2018

Customers complained that their problems were taking too long to be solved. Lucy had to figure out how to design her organization in a way where all of the departments are working together to achieve customer success. Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. What are you looking to climb?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Build one-company definitions of customer segments, customers to invest in.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

2023 207

2023 Contact Center Leadership Hospitality 207

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership B2B Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO). Every organization, leadership dynamic, employee culture, and business is different.

Customer Experience 260

Customer Experience Chief Customer Officer Call Center Culture 260

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization. Focus more on your own people and teams.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. Do they know?

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Chief Customer Officer 2011 2014 Leadership 257

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Customer Bliss

SEPTEMBER 26, 2019

These teams thrive when C-suite leadership plays an active role in guiding the build-out of the “beta” versions of these competencies. We typically divide up the leadership team, assigning them by competency. Headcount is powered by results and the ability to communicate and engage leaders in seeing value in the work. #CX

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Chief Customer Officer Customer Experience Leadership Customers 137

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best.

2021 52

2021 Leadership Customer Success Chief Customer Officer 52

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

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.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. CX #Leadership Click To Tweet. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. She ensured decisions were communicated and that action items were coordinated between divisions and completed.

Chief Customer Officer 120

Chief Customer Officer Return on Investment Leadership Hospitality 120

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Achieving clarity for your role and leadership’s required involvement. Successful Chief Customer Officers need to deliberately build a plan of action in the early years.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Culture 135

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? I’ve always been fascinated by communication and those that are incredibly effective at it. Company : DataCamp. Question 1.

Chief Customer Officer 40

Chief Customer Officer Books Customer Success Culture 40

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.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

JANUARY 10, 2019

Michael put together process documentation for how they would handle situations related to customer service and clean energy. Michael and his team needed to create movement around a communication and channel strategy to keep clients. Use Education and Emotion to Communicate with the Customer. Retention strategy.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

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.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

Chief Customer Officer 111

Chief Customer Officer 2017 ROI Leadership 111

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Communicate the differences between customer service and experience.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

OCTOBER 31, 2017

Collaborative and deep relationships that already exist with the senior leadership team. It’s one that involves a lot of communication, education, and analysis. Client experience is a methodology which involves communication, education, and analysis Click To Tweet. People in the c-suite love it.”

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. During this time, they also developed organizational principles for how they would interact and communicate with customers.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Prior to this, Karen spent 12 years with Merck in marketing, operations and supply chain leadership. Engage the leadership team. It’s time to engage the leadership team.

Chief Customer Officer 161

Chief Customer Officer Leadership 2014 Metrics 161

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.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

ClearAction

JANUARY 8, 2024

Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts. Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives. It’s all about how you collect, clarify, communicate, and champion insights.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Realize that customer experience work is hard and you'll need people that are credible and resilient to help you continue to drive through. Episode: A Toolkit for Customer Experience Leadership in Government with CCO Anahita Reilly.

Chief Customer Officer 156

Chief Customer Officer Customer Journey Mapping Government Communication 156