Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In this webinar, we will discuss how to: 1.

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 52

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. 1 – Look Deeper than Surface-Level Metrics. Customers received a fragmented experience that was the result of internal siloed work.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Communication and problem-solving, to promote the team initiatives and manage change within the organization. These tools can be automation software, communication apps, or help desk suites.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

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.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. If you say “We love our customers!” ” and then you release products before customers have given feedback to make your sales quarter? Well, then … you don’t love customers. You love sales metrics.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

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.

Customer Experience 111

Customer Experience Chief Customer Officer Leadership Culture 111

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 #8: Report on customer service metrics at company meetings.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. The next step is to use the data produced by the system to tell a story not only about your customers, but also about your product and your company. Communication.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

ChurnZero

MARCH 28, 2023

CSAT measures customer satisfaction. Answer options are usually presented on a 3-point or 5-point scale (e.g., Customers will have different needs at each stage, so fine-tuning communications for each stage is more likely to improve engagement. Read the complete guide: New to Customer Success automation?

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

Customer Bliss

NOVEMBER 21, 2017

” Do the CX metrics in place ladder up to the core business metrics? In addition to enhancing the customer experience, are you looking at retention rates and lead conversions? Continue to maintain the balance of improving customers’ lives and proving ROI. What do you know NOW that you wish you knew THEN?

User Experience 0

User Experience Chief Customer Officer Customer Journey Mapping Customer Journey 0

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. When you break down those silos and create channels of communication across departments, your business will see more success in the areas that matter most!

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

Gainsight

APRIL 14, 2022

One final sign that you need to call in the CS ops big guns is when your executive team is starting to request CS metrics be presented at your company’s board meetings. Strong communicator. That’s what your CS Ops leader will do — remove the need for CSMs to be superheroes. . Analytical thinking. People first thinking.

Chief Customer Officer 52

Chief Customer Officer Leadership Customer Success Roadmap 52

ProProfs Chat

JUNE 30, 2020

Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Improve your operator’s ability to communicate well with your customers. Customer Service Books on Leadership. Chief Customer Officer 2.0.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 98

Metrics Definition Engagement Measurement 98

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. C-Suite executives need to have strong leadership and communication skills. They should also have team-building abilities.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. The Emerging CCO Skillset.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Gainsight

JUNE 23, 2022

Chief customer officers should consider ways to efficiently scale. This is true for five key reasons: New sales will decline rapidly as fear slows new decisions, so existing customers become even more important. Pooled approaches to customer success. Peer-to-peer communities to allow clients to help one another.

Financial 52

Financial Chief Customer Officer 2022 2008 52

Amity

JULY 26, 2018

Customer success managers can be of many kinds of backgrounds, but they should all have certain traits , such as being empathetic, proactive, a great communicator, and strategic. For example: Purpose of the position: To increase customer loyalty within the existing customer base. Marketing, Sales, Communications).

Customer Success 65

Customer Success Chief Customer Officer Metrics Customers 65

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

ClearAction

NOVEMBER 16, 2017

Business ecosystem (= customer experience ecosystem) includes customers, employees, suppliers, distributors, partners, agencies, competitors, rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) and the logistics and interactions between all these stakeholders and rituals.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

Marketing 64

Marketing Webinar Reference Events 64

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. What are their metrics? Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

FEBRUARY 9, 2022

The worst part is that while product, sales, marketing, and engineering have a vote to increase their respective budgets, resulting in enhanced revenue or engagement, customer success depends on financial metrics like revenue per CSM or customers per CSM. The CCO’s guide to winning budget for customer success.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 52

Metrics Definition Engagement Measurement 52

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. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

CX Journey

JANUARY 26, 2016

To build that customer-centric culture, to get the entire organization to live and to breathe the customer, here are some adoption techniques to consider: brand your initiatives, even name a character/mascot after it deliver ongoing education about customer initiatives, expectations, new products, etc.

Customer Experience 39

Customer Experience Chief Customer Officer Culture Definition 39

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. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Alliance by IFS

NOVEMBER 28, 2016

The Service Council also presented data from a recent outsourcing survey that gets to the heart of why companies are outsourcing service, and how they are going about doing it. First, there has been an increase in demand for service as customers purchase more equipment, hold on to it longer, and expect more from their service provider.

Chief Customer Officer 22

Chief Customer Officer Webinar Metrics Connections 22

SmartKarrot

AUGUST 16, 2022

You are connected to customers and so know what they face on a daily basis. You can customize your approach and strategy with customers. Quarterly business meetings help build strong foundations and encourage excellent communication between all stakeholders. You can prevent customer churn before it actually happens.

Chief Customer Officer 10

Chief Customer Officer ROI Metrics Social Media 10

Horizon CX

DECEMBER 31, 2018

As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead. With that in mind, I offer the following observations and insights.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies?

Customer Service 50

Customer Service NPS Net Promoter Score Customers 50