TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures.

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Customer Service Contact Center 2022 Magazine 251

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. Giving permission and behaviors to model.

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Leadership Chief Customer Officer Culture Customers 238

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture.

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Chief Customer Officer Leadership Customer Centricity Culture 93

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

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Customer Experience Chief Customer Officer Presentation E-support 231

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?

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Communication Chief Customer Officer 2012 Presentation 222

Alida

JUNE 16, 2016

As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role. In 2015, Bliss released a follow-up to her book, appropriately titled Chief Customer Officer 2.0.

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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.

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Airlines Customer Experience Chief Customer Officer Reference 176

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? Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers.

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Employee Experience ROI Chief Customer Officer Culture 175

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. You might also like: How to Become the Chief Customer Officer (CCO)?

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Chief Customer Officer B2B Innovation Feedback 10

Customer Bliss

JUNE 6, 2018

Competency 2 gives leaders a framework for guiding the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth. Commitment to customer-driven growth is proven with actions and choices.

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Chief Customer Officer Leadership Customer Journey Customers 193

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

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Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven.

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Customer Experience Chief Customer Officer Call Center B2B 111

Customer Bliss

AUGUST 9, 2018

The video feedback was one of the first steps in reshaping how the customer experience was viewed, but to truly have a catalyst for the CX program and drive culture change, Daniel and Elizabeth decided to create a customer room. Customer Room goals: Educational space for employees. Drive culture change.

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Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

Customer Bliss

AUGUST 10, 2018

And why does the customer room work? Because rather than the CCO dissecting information, making decisions, and presenting to leaders to sell them priorities to work on, leaders make the decisions as a team. In the customer room, the outcomes of the competencies are presented by the stage of experience.

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Chief Customer Officer Engagement Leadership Culture 111

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.

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2018 Chief Customer Officer Culture Competitive Advantage 120

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization. The following is a lightly edited transcript of the video below.

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Download Chief Customer Officer Workshop Books 185

Customer Bliss

JANUARY 10, 2019

Michael Bair is a Senior Director of Member Experience who cares deeply about wowing customers, crushing goals, and developing future leaders. He has created and co-lead numerous people and culture initiatives including career progression planning, manager coaching workshops, rotational leadership programs, and cultural programming.

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Customer Experience Chief Customer Officer Connections Workshop 155

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. The Customer Success Community online forum. The Human Duct Tape Show Podcast.

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Customer Success Chief Customer Officer 2020 2021 70

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.

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Leadership Customer Experience Chief Customer Officer Financial 111

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Build A Culture Not a Solution.

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Customer Success Chief Customer Officer 2020 Events 52

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. I hold nothing back.

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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. Patricia presented correlations demonstrating how these gaps ultimately jeopardized the bottom line.

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Telecommunications Chief Customer Officer Presentation NPS 141

Customer Bliss

NOVEMBER 23, 2018

With the advent of self-checkout lines, mobile phones, and apps — and let’s face it, sometimes less than stellar customer service, many customers will opt out of human interaction and handle the checkout themselves; this is something Eric and his team had to solve for. How did he handle this? Create Brand Ambassadors.

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Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

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Customer Experience Chief Customer Officer Leadership Culture 111

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.

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Chief Customer Officer Banking Document B2B 147

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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2020 Chief Customer Officer Customer Success Leadership 52

Customer Bliss

JANUARY 17, 2019

She believes that the best customer experience strategy starts with a great voice of the customer program, includes strong analysis, delivers lasting change and ultimately an overall culture of customer focus. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Connections Chief Customer Officer 2006 Banking 190

Zeisler Consulting

AUGUST 17, 2021

And in the end, it’s not just my reputation as a CX professional (and Fractional Chief Customer Officer or CX consultant) that’s at stake: It’s the overall impression of CX as a profession itself. Has your head of HR ever had to stand up and defend his or her very existence ?

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ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

OCTOBER 25, 2018

Before becoming Parkland’s chief experience officer, Vishal was the director of talent acquisition and helped streamline the process for recruitment. Fostering a strong employee experience and culture has a positive effect on the customer. How did Vishal implement some of these changes? Interview team members.

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Hospitality Customer Experience Guest Experience Chief Customer Officer 162

Customer Bliss

APRIL 12, 2019

Monica shares that she found her purpose doing customer experience work, and after creating a new customer-driven culture in her prior position at JEA (an electric utility company), she was looking forward to leading a CX transition from the ground up. 3-Stage Approach to A New CX Transformation. And that was so impressive.

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Customer Experience Chief Customer Officer 2017 Leadership 162

Customer Bliss

DECEMBER 6, 2018

He is currently Senior Vice President Customer Experience leading a major experience transformation for Cable &Wireless Communications. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Wireless Telecommunications NPS Chief Customer Officer 180

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. But it’s very different than being a customer-driven company. Much of it comes down to this, too: “customer culture” is talked about by many leaders, but most organizations get it wrong.

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Leadership Chief Customer Officer Document Metrics 120

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. The keys lie in your customer data—and how you leverage it. 3 Necessities for Stand-Out, Seamless Customer Experiences in Retail. 3: Encourage a Culture of Commitment.

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Retail Customer Centricity Government Chief Customer Officer 529

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. He specializes in customer experience, loyalty and engagement. Jeanne Bliss.

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2017 Customer Experience Books Consulting 91

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.

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Books Customer Service Customer Satisfaction Loyalty 85

Customer Bliss

MAY 5, 2016

Cross-functional teams and the ‘three-hump camel’ In my book Chief Customer Officer I refer to these cross-functional teams as building a “three-hump camel.” And my podcast show is examines and provides you with from-the-trenches examples of how they do it and challenges they face.

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Customer Experience Chief Customer Officer Roadmap Books 183

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

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Chief Customer Officer Management 2016 Customers 49