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

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

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Ask yourself, how are you meeting the customers’ goals?

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap. In there we get the experiential metric.

Webinar 52

Webinar Sales Chief Customer Officer Effort Score 52

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

Zeisler Consulting

AUGUST 17, 2021

How do you sell CX to leadership? Think about it: If I promise you some sort of return on CX as specific as, “one point in NPS improvement means $XX,000,000 in revenue growth,” this is almost impossible to prove, and sets up a very dangerous expectation. I’ve even written about it myself on several occasions.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

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. Share the Customer Story : While meeting with the C-Suite, Patricia also presented the voice of the customer feedback.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

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

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

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. To have a better grasp on overall satisfaction, you might look to things like CSAT, CES , or NPS.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Become an NPS Expert. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Chief Customer Officer 2.0 by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Gainsight

JUNE 18, 2020

Laura: I don’t remember having a specific job in mind but from a young age but I knew I wanted to learn other languages and cultures, travel the world, and have a positive impact in all that I did. Laura: A few years ago, athenahealth noticed that it was having challenges with client retention, NPS scores and sales growth.

Healthcare 52

Healthcare Chief Customer Officer NPS Leadership 52

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have? Should we have a Chief Customer Officer.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics Net Promoter Score NPS 52

Qualtrics

AUGUST 20, 2021

When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ As far as what we see across our clients for relationship programs, an annual CSAT NPS-type survey, 20-30% B2B response is average. We always send our surveys from our CEO or CCO (Chief Customer Officer),” she says.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

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. Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. I would not tie anybody’s pay to NPS.

NPS 40

NPS Customer Success Sales Metrics 40

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. The tension is caused between this intransigent remit and a growing customer experience culture that has infused itself into contact centre ambitions. It’s something done by previous generations.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

SmartKarrot

OCTOBER 27, 2020

The steps in a customer success roadmap are: Assessing your company’s strengths towards customer experience Setting up the right CS team Choosing the right metrics Understanding customer goals Setting up your own SMART goals Imparting organization-wide CS culture. Understanding customer goals. Final Thoughts.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

Kustomer

AUGUST 19, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CEO and longtime customer advocate, Wendi Sturgis. Wendi has years of experience in CX and in leadership positions and she shares some of the secrets for how to make your company stand out.

Culture 98

Culture Chief Customer Officer NPS B2B 98

SmartKarrot

DECEMBER 20, 2021

Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles.

Banking 19

Banking Customer Success Net Promoter Score Chief Customer Officer 19

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. .” Customer Success Responsibilities. It’s not just me.

Chief Customer Officer 52

Chief Customer Officer Webinar Customer Success Sales 52

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. A cultural commentary on America. Today we can talk about leadership. So, for customers…. FULL TRANSCRIPT OF VIDEO DISCUSSION.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

Customer Guru

MARCH 7, 2018

The decision to join Piramal in this new role was tough and challenging as I had the sole responsibility to create the entire CX culture in the company. The pharmaceutical industry was entirely new to me; however, I also thought that this was a wonderful way of creating value to customers and doing something I’m extremely passionate about.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. She is process and culture-driven, building high performing teams.

Chief Customer Officer 17

Chief Customer Officer 2020 Events NPS 17

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. What gets rewarded is the strongest shaper of company culture. 15) Make it Easy for Customers to Give Feedback.

2020 120

2020 Customer Experience Definition Metrics 120

Kustomer

DECEMBER 9, 2021

As so many guests on our podcast have pointed out before, the happier that CX agents are, the better outcomes they produce in customer interactions. When agents are happier in their jobs, this leads to higher NPS scores and overall customer satisfaction and loyalty. She is currently the CEO and founder of Customer Bliss.

Airlines 98

Airlines Books Hospitality Customer Service 98

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. What gets rewarded is the strongest shaper of company culture. CLV is the whole point of NPS® and all CX work!

Definition 90

Definition Metrics Customers Customer Experience Management 90

SmartKarrot

JANUARY 1, 2024

Darshan emphasized the impact of revenue leaders joining the customer success domain. With Chief Revenue Officers (CROs) and Chief Customer Officers (CCOs) influencing the culture, the dynamics between support, leadership, and sales have shifted.

2023 8

2023 Customer Success Chief Customer Officer Net Promoter Score 8

SmartKarrot

JANUARY 1, 2024

Darshan emphasized the impact of revenue leaders joining the customer success domain. With Chief Revenue Officers (CROs) and Chief Customer Officers (CCOs) influencing the culture, the dynamics between support, leadership, and sales have shifted.

2023 8

2023 Customer Success Chief Customer Officer Net Promoter Score 8