Customer Bliss

NOVEMBER 22, 2016

If a career transition is one of your goals, definitely give this whole episode a listen. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Posting this right before Thanksgiving and the holidays was actually a smart play by my team (go us!), About Carol.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

ClearAction

MARCH 22, 2024

Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. While these popular definitions are important, they’re vastly incomplete. Influencing Companywide Model. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.”

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Bliss

NOVEMBER 12, 2015

The Chief Customer Officer (CCO) role will evolve as you progress in implementing the five competencies and moving through the customer experience maturity phases: Commit, Unite & Build, Embed, Mature, and Elevate. Fix unreliable priority customer experiences. Remove employee obstacles. Deliver value.

Chief Customer Officer 189

Chief Customer Officer Definition Leadership Metrics 189

TechSee

AUGUST 14, 2023

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. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Amy definitely does.) sales, marketing, operations, etc.),

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

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. Determine Customer Growth, Loss, and Retention. Listen and Understand How You Can Provide Value.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 “ “It’s not what they say that makes these moments so significant, its more about how they tell it, how they show it, definitely how they live it, and most importantly how people feel it.”

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

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! Forming these connections also allowed her to be an internal advocate for her global partners. Amanda partners with senior leaders across the company to increase a customer-centric culture at the company.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Beyond Philosophy

OCTOBER 21, 2021

Mead begins his position by defining Customer Experience. Through the lens of the contact center space, his definition focuses on the Customer Service part of Customer Experience. Customers, Mead says, want information, and the organization they contact to own their issue and help them get the information.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ChurnZero

JANUARY 13, 2023

Companies are gradually finding consensus around the need to create stronger governance around data access and data hygiene (this is still an emerging development in our opinion but definitely something to keep an optimistic eye on). The role of chief customer officer moves into the limelight. Rod Cherkas , CEO, HelloCCO.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Customer Bliss

MARCH 22, 2018

We’ve been surprised at how effective the space we design is in communicating both how we’re connected in our organization, but also suggests at the same time, that something different is happening. For example, think about creating a customer room, that definitely shows that you’re approaching something in a different way.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Customer Bliss

AUGUST 23, 2018

Anand says: It’s good to understand the business, the processes, how things connect to each other, what are the teams, what they do and how they fit into the customer experience delivery. You’ve really got to connect all of these different dots so you can know how to prioritize your efforts.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

ChurnZero

NOVEMBER 30, 2023

Making the argument that AI will replace customer success teams were: Kathy Isaac , vice president of customer success at Carbide; and Allastair Meffen , vice president of customer experience at Definitive Healthcare. While AI can help us gather data and insights, it’s humans that maintain genuine connections.”

Customer Success 52

Customer Success 2030 Management Chief Customer Officer 52

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Customer experience leadership takes a village.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Oracle

OCTOBER 22, 2018

Purchasing insurance, by definition, is an emotionally charged experience—and, frequently addresses vulnerabilities that people face or are concerned about. This is our opportunity to craft experiences that earn their place as positive memories in customers’ lives. What Memories Will You Deliver?

Insurance 95

Insurance Chief Customer Officer Books Definition 95

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Customer Bliss

APRIL 19, 2016

I hope you listen to this and think of the small of my hand on your back, guiding your customer-driven work up the hill. He’s the Chief Customer Officer of ALSAC/St. Martin was previously Senior Vice President of Customer Experience at United Continental Holdings. Connect With Martin.

Airlines 120

Airlines Hospitality Chief Customer Officer Metrics 120

Gainsight

MARCH 10, 2022

Dana also suggested staying connected to the CS community because it is changing so rapidly. One of the most exciting new roles to emerge in SaaS businesses is the CCO or Chief Customer Officer. In the past, customer success reported into Sales, Marketing, and Operations. Once you find a job, stay engaged!

2021 59

2021 Culture Insights Chief Customer Officer 59

Customer Guru

DECEMBER 13, 2017

Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. The CEO of an organization that is embarking on this journey should declare to its board and shareholders that this journey will definitely reap results, but it is a long one.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

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. It can be a definite asset if you have a background in data management systems, data analysis, or a degree in operations management. We want to hear from you!

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Customer Success 87

Customer Success Chief Customer Officer 2021 Webinar 87

Natalie Petouhof

JUNE 4, 2015

.” Engineers, marketers, Customer Service Professionals can guess what is making the customer happy- DRIVING THAT CUSTOMER EXPERIENCE or they can use these technologies available to drive better business. It is not easy, but Teradata is definitely simplifying it. It is an opportunity, but it is not without risk.

Chief Customer Officer 53

Chief Customer Officer Consulting Healthcare Government 53

Gainsight

APRIL 27, 2022

In the spirit of category creation, one of the impacts that Gainsters value is how our category catalyzed a brand new career—Customer Success—showing up in roles such as Customer Success Managers, CS Operations Professionals, CS Executives, and Chief Customer Officers. But we definitely strive in this area.

2013 52

2013 Chief Customer Officer Definition Customer Success 52

Gainsight

MARCH 9, 2020

Additionally, the Customer Success Subreddit is a great place to connect and network with other practitioners and leaders. If you’re on Reddit, you should definitely join! Customers expect an outcome—an ROI and not just a closed support case. If I want to be a Chief Customer Officer, what should I be able to prove?

Chief Customer Officer 52

Chief Customer Officer NPS Metrics ROI 52

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. It’s definitely a shared responsibility,” said Homann. Tip #1: Don’t worry if it doesn’t scale.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Gainsight

JUNE 9, 2021

Content, connections, and even some corny jokes brought to your screens live from August Hall in San Francisco. They also have to realize that customer success is a team sport that requires a coordinated effort between CS and Sales. Major Takeaways: Value realization by the customer is critical to the Net Retention Rate.

Chief Customer Officer 52

Chief Customer Officer 2021 Sales Customer Success 52

ProProfs Chat

JUNE 30, 2020

Navigate when office politics is on the rise. But it definitely gives a great insight into how leaders can bring a lot on the table easily. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Kustomer

AUGUST 19, 2021

Yeah, and I mean, we have this conversation so much and I also was the Chief Customer Officer of Yext. I ran the support functions, all of the customer facing functions. And I think many of us learn this from Salesforce and how they were so incredible in their customer advocacy. Wendi Sturgis: (01:13). Shame on us.

Culture 98

Culture Chief Customer Officer NPS B2B 98

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience. There is a difference.

Omnichannel 10

Omnichannel Chief Customer Officer B2B Multi-Channel 10

Amity

JANUARY 30, 2014

While many SaaS companies are shifting towards pooled and self-serve support, some will focus on generating a deep understanding of their customer’s business drivers, their unique definitions of success, and how they are using services. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Talkdesk

FEBRUARY 5, 2021

Gen Z has definite expectations about what a business is: It’s not just here to provide an item, it’s also here to improve the society and community in which it operates,” said Kammerzell. Trust needs to be earned in order for customers to be comfortable with you and their data,” said Janey Whiteside, chief customer officer at Walmart.

2021 87

2021 E Commerce E-support Retail 87

Answer Dash

JANUARY 9, 2019

The phrase “customer experience” gets a lot more play than it did in the business world in the past, when people would simply throw it around synonymously with the phrase “customer service.” We’ve established these two things are definitely not the same. Customer experience is now seen as a key business strategy for every brand.

2019 82

2019 Customer Experience Insurance Retail 82

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

JANUARY 5, 2022

Irit is an immaculate Customer Success Strategist who balances strategic thought-leadership with hands-on tactical management to create rapid results. She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23