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. Elevate customer growth/loss as a success metric of the business.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

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

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. Antoinette focused on creating a culture shift to that of person-centeredness.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Create a systematic way to create feedback – feedback leads to the action. Use the Customer Journey Map As a Tool to Measure Success. What are their minimum expectations of you?

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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

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. . Click To Tweet.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

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. Develop your customer experience strategy. 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

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 26, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. ” become part of our lives as customers? Many point to the automotive industry as the beginning of this survey score culture. Stop Begging For Survey Scores and Get Real, Authentic Feedback.

Chief Customer Officer 203

Chief Customer Officer Automotive Airlines Hospitality 203

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. Build a customer listening path : this unites multiple sources of customer feedback to tell the story of customers’ lives by stage, as they experience you/your organization.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

Customer Bliss

NOVEMBER 1, 2018

In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience? The employees are ultimately happier, which creates happy customers. This was a major improvement within their culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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. Don’t Forget to Tell the Customer Story.

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

Customer Bliss

JANUARY 10, 2019

CX #Leadership Click To Tweet. Michael Bair is a Senior Director of Member Experience who cares deeply about wowing customers, crushing goals, and developing future leaders. Michael has worked at everything from startups to Fortune 50 companies leading contact centers, inside sales, and customer service. About Michael Bair.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. Leading Customer Success in a B2B Business with Jose Vergara.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

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. Competency 2: Align Around Experience.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

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. Evaluate and give herself feedback.

Chief Customer Officer 161

Chief Customer Officer Leadership 2014 Metrics 161

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. It’s all about telling stories and getting customer feedback.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. By tracking movements of the mouse on the screen, the Allovue team saw where customers lingered, hesitated, and ended up clicking. ” About Rosalyn Curato.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

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

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 102

Customer Success Webinar Chief Customer Officer Leadership 102

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Formalize processes : When Charlotte first came onboard, they barely had any customer research on file.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

Customer Bliss

OCTOBER 25, 2018

His team was united in a vision and all had a desire to work together, which is one of the first steps in CX transformation — uniting leadership. The Employee Experience Directly Impacts Customer Experience. Fostering a strong employee experience and culture has a positive effect on the customer. Interview team members.

Hospitality 162

Hospitality Customer Experience Guest Experience Chief Customer Officer 162

ClientSuccess

NOVEMBER 2, 2020

Hosted by five-time Chief Customer Officer Jeanne Bliss, the Human Duct Tape podcast is the best of both worlds: engaging podcast and customer success strategy. The 2020 Customer Success Trends Toolkit. The Human Duct Tape Show Podcast.

Customer Success 70

Customer Success Chief Customer Officer 2020 2021 70

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Beyond Philosophy

APRIL 14, 2015

However, if you can convince the CEO his or her responsibilities are part of what affects the Customer’s Experience, it will weave into the culture of the organization and the decisions the CEO makes for it. Keep track of how much time is devoted to Customer issues in meetings. Blogs Customer Experience Thought Leadership'

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

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. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

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

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. The goal is real feedback on processes from both customers and employees (external and internal). ” What does that mean?

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183

Help Scout

SEPTEMBER 14, 2021

Those conversations can lead to product breakthroughs and insights — or even reveal a new customer segment you didn’t know existed. However, through customer feedback, they found out about a prominent side-effect: hair regrowth. 5 strategies and 13 tips for small business customer service.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

SurveySparrow

JANUARY 1, 2020

You wrote your book “Chief Customer Officer : Getting Past Lip Service to Passionate Action” back in 2006. Now our users are a step ahead because they are using technological tools to get customer feedback along the way. New job titles are being created around it (i.e. This means they are not guesting.

Customer Experience 88

Customer Experience 2006 Chief Customer Officer Books 88

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. About Jeb Dasteel.

Chief Customer Officer 120

Chief Customer Officer 2009 2004 Feedback 120

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. How Mark was awarded his role. Case Study.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81