Retently

JULY 28, 2023

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? CXO stands for Chief Experience Officer.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

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. Enable and inspire decision-making driven by honoring customers as assets.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. Take Care of the Basics.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

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 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. My specialty is bringing the customer journey to life inside the enterprise, empowering employees and transforming the culture.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. My response?

White Paper 72

White Paper Chief Customer Officer Customer Centricity Culture 72

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

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

2021 59

2021 Culture Insights Chief Customer Officer 59

Customer Bliss

AUGUST 9, 2018

Delivering this value is a part of PTC’s definition of customer success; it’s knowing what goals customers are trying to achieve and subsequently, them saying you helped achieve their goal. Customer Room goals: Educational space for employees. Drive culture change. New way to onboard employees.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

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. Create a customer-centric culture.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

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! Since working at a call center after graduating college, Amanda has been entrenched in the world of customer service. Took the time to understand cultural differences.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Customer Guru

MARCH 15, 2018

Michels discusses the need of building a customer-focused culture in every organization as customer experience has become the key brand differentiator. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture.

Culture 85

Culture Customer Service Customer Centricity Chief Customer Officer 85

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits. Market hope. Conclusion.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Culture 135

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. At Lifesize, she was initially VP of Customer Care.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Customer Bliss

MARCH 22, 2018

For example, think about creating a customer room, that definitely shows that you’re approaching something in a different way. From Chief Information Officer to Chief Customer Officer with Brian Lillie. Be a culture sleuth. The culture aspect has been so interesting to me.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. CustomerExperience #CX Click To Tweet.

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. You’re going to hit that pothole. #2: 2: Is the C-Suite really in sync? How reliable are you?

Chief Customer Officer 185

Chief Customer Officer Customer Experience Leadership Customers 185

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

SEPTEMBER 20, 2016

Tish Whitcraft is what we call a serial Chief Customer Officer, or CCO. In her mind (“in her humble opinion”), it’s a mix of the newly-established CCO role and the long-tenured COO, or Chief Operating Officer, role. Episode Overview. She leads OpenX’s operations and partner experience.

Chief Customer Officer 201

Chief Customer Officer Leadership Definition User Experience 201

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

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. Episode Overview. About Renee Cacchillo. Storytelling’s importance.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Customer Bliss

JANUARY 17, 2019

As I mentioned in my Daily Dose vlog this week, using your clarity of purpose to unite your company is a great way to deliver meaningful examples to your customers. . Lisa says: “I definitely would have simplified it earlier. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

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. Simple metrics around donor/customer as asset: It has to be so simple that it’s not refutable. Thanks for being here.

Airlines 120

Airlines Hospitality Chief Customer Officer Metrics 120

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Customer Bliss

MARCH 8, 2018

” “I definitely would say don’t ignore your internal detractors. Charlotte is passionate about the customer and describes her role as “representing the customer on the board”. ” “You do have hard days, but be confident.

Customer Experience 100

Customer Experience Customer Journey Mapping Net Promoter Score Call Center 100

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Members are unclear of what Customer Experience means. Poor definition or scope — @MarkOrlan.

Customer Experience 94

Customer Experience Sports Chief Customer Officer Customer Centricity 94

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

CustomerSuccessBox

FEBRUARY 27, 2019

Soon, the CCO (Chief Customer Officer) post is also going to become common as more SaaS companies reach the status of billion dollar companies. Imbibing a Customer Success Culture. The most critical thing is to imbibe the culture of customer success in the company.

Definition 65

Definition Customer Success Chief Customer Officer Workshop 65

SmartKarrot

OCTOBER 29, 2021

Definition of C-Suite. The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The role of a Chief Customer Officer is to ensure that the number of subscribers is maintained over some time.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

CX Journey

JANUARY 26, 2016

That aligns well with Google's definition of DNA: the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable. That's a true "what the hell is customer experience" culture. what would the customer say? what would the customer say? Unchangeable.

Customer Experience 39

Customer Experience Chief Customer Officer Culture Definition 39

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. This will become a key factor in Customer Happiness and Retention.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

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.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Customer Service Culture. Creating Customer Loyalty.

Books 70

Books Customer Service Culture E-support 70

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Customer happiness and product features won’t float the bill. . Abby Hammer , Chief Customer Officer , ChurnZero .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Kustomer

MAY 28, 2020

Blake suggests that this is happening because of the nature of CEOs and their short time investments in companies along with the need to change culture. Changing a company’s culture and being willing to make a long term investment into customer experience isn’t always appealing and is not a quick fix. Gabe Larsen: (04:14).

Culture 52

Culture Books Customers Competitive Advantage 52