Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Use the Customer Journey Map As a Tool to Measure Success. Everyone involved had to understand how the business flows from a customer’s point of view. .

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

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

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. It takes customer centered leadership to make the vital touch-points work in harmony to deliver your brand promise and provide a seamless customer journey.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

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

JANUARY 3, 2018

Have you listened to The Chief Customer Officer Human Duct Tape Show ? From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs. CX Leadership Lessons Learned.

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Recently, I’ve been getting a lot of calls from recruiters for very, very high-level CX leadership roles. Look at leadership decisions that have been made. Get to Know the Leadership Team.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

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

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 111

Chief Customer Officer Culture Customer Journey Leadership 111

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journey Leadership 100

Customer Bliss

SEPTEMBER 4, 2018

Bob explores this concept with us well, as we chat about the incorporation of robotics to improve employee and customer experience. From talk to action, and culturally changing how an organization delivers its customer experience, Bob has been instrumental in embedding CX in Manulife’s culture. . Metrics are key.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

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

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

AUGUST 10, 2018

Having an in-house customer room can help get you out of the fray of the silo-by-silo projects and report-outs, and they unite leaders for regular and customer experience accountability. The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus. #CX

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

Alida

MARCH 10, 2017

Failure to listen to customers. Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. The importance of leadership buy-in. You need leadership support. Episode Overview.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Customer Bliss

JANUARY 22, 2015

before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others. Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you? ’s Customer Experience Toolkit.

Chief Customer Officer 204

Chief Customer Officer Customer Journey Reference Leadership 204

Customer Bliss

NOVEMBER 3, 2016

The power of the customer room: Visual storytelling. Grab a hard copy of my book Chief Customer Officer 2.0 and flip on over to page 175. The customer room is set up as an experience. It’s a way for your leaders and organization to step through customers’ lives. Aided listening.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Customer Bliss

SEPTEMBER 1, 2016

Strategy is long-term vision for an organization or a customer journey. If you want to improve the business engine at your company and gear your growth around the customer, there are four culprits you need to recognize — and then five solutions you can put in play. This is your guide to strategic management in CX.

Management 175

Management Chief Customer Officer Leadership Customer Journey 175

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

ClearAction

JANUARY 8, 2024

Unserved customers do not have access to your product/service. champion continuity of value across the end-to-end customer journey for customers and investors. Account Teams ) Ideal Customer Profiles (ICPs) should match purchasing power with operational cost to serve. to reach them.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Peter Lavers

DECEMBER 1, 2020

It should be more about uncovering the things that the leadership will say “I wish I’d known about that sooner”! The most important thing to consider about the timing of any CX improvement programme, be it outside-in or inside-out, is actually leadership commitment to do something with the findings / results.

Chief Customer Officer 52

Chief Customer Officer B2B Customer Centricity Leadership 52

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Francis created an internal messaging board to document customer interactions.

Chief Customer Officer 147

Chief Customer Officer Banking Document B2B 147

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Most organizations are active on LinkedIn beyond marketing activities to promote hiring, share tidbits of company culture externally and to collaborate. I work to relay this overall sentiment to leadership. JD : Absolutely!

Customer Success 104

Customer Success Webinar Chief Customer Officer Leadership 104

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor.

Customer Relationships 111

Customer Relationships Banking Chief Customer Officer Leadership 111

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. And it will make it easier to build strong relationships and a strong culture of customer centricity. How many different ideal customers (personas) we have? In This Article: Preliminary Steps 1.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Customer Bliss

MAY 5, 2016

In fact, I began and named my new podcast The Human Duct Tape Show to provide examples of how this work is successful when it unites teams and leaders to focus on customers’ lives. They unite the company to deliver a customer journey and experience customers want to have again and tell others about.

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183

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 Hand is Chief Donor/Customer Officer at St. Thanks for being here. Jude Honors Donors as Assets, Episode Overview.

Airlines 120

Airlines Hospitality Chief Customer Officer Metrics 120

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. Patrick Dempsey OBE. MD Whitbread Hotels & Restaurants.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

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