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

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

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Episode Overview. Consumer markets business has 17,000 employees and generates $16.8B Connect With Margie.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. As CCO, her role is about embedding the customer centricity into the DNA of the company.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

Thematic

JULY 1, 2018

If you missed our webinar “Customer-centric leadership – Lessons from Jeanne Bliss, catch the recording here! Jeanne Bliss, CEO, Customer Bliss: She’s not only driven a 95% loyalty rate at Land’s End and Microsoft, but also written successful books including “Chief Customer Officer 2.0”

Customer Centricity 48

Customer Centricity Leadership Chief Customer Officer Webinar 48

Customer Bliss

NOVEMBER 28, 2017

In the first 30 days of his role, his responsibility was to build a path to develop internal customer-centric behavior. . Get to the people down in the trenches, the service reps and managers – hear from them, what do they know and see when they interact with customers every day? What are their minimum expectations of you?

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

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

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

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer Centricity Touchpoint 10

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.

Chief Customer Officer 10

Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

Thematic

MARCH 27, 2024

Navigating Voice of the Customer data Watercare have long recognized the importance of capturing and analyzing customer feedback through a Voice of the Customer (VOC) program. Typically, only 15% of their customer base proactively contact them in any given month, with complaints that came through the support centre.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. That can be painful.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Wootric

JANUARY 6, 2021

Seven years ago, we founded Wootric with a mission to empower customer-centricity in every organization through modern, always-on CX improvement. We launched with a high-response in-app microsurvey and quickly disrupted a dated approach to gathering and responding to Net Promoter Score feedback. .

Innovation 105

Innovation Net Promoter Score Chief Customer Officer 2021 105

Alida

JULY 16, 2018

Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do. Listening to customers and taking action.

Chief Customer Officer 100

Chief Customer Officer Banking Customer Centricity Customer Voice 100

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

CSM Magazine

FEBRUARY 9, 2022

Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times. Diane Haluszka, Director Customer Service, PVH Corp (Tommy Hilfiger/Calvin Klein). Laura Hayes, VP Customer Operations, Momentive. Can’t join live?

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

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! When she was ready to assess the work to be done in her role, Amanda did the following: Looked at all VoC and customer listening systems to know what the customers were saying.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Gainsight

MARCH 15, 2022

How is your product team incentivized or aligned to take feedback from the CS team? Sometimes finding out if they’re walking the talk is as easy as asking a leader what their definition of a customer-centric company is and getting them to provide real-world examples of what they’ve done that makes them customer-centric.

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Amanda is a highly experienced customer experience consultant, adviser, and writer.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

SmartKarrot

JULY 15, 2022

Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. Recent studies have shown that customer-centric companies are 60% more profitable than companies that aren’t. Clarabridge. Visual Paradigm.

Customer Journey Mapping 10

Customer Journey Mapping Chief Customer Officer Customer Journey User Experience 10

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. Community isn’t just about those one off conversations with our customers.

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

Customer Bliss

OCTOBER 18, 2019

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth. Start Off With A Simple Approach.

Retail 111

Retail Customer Experience Chief Customer Officer Customer Centricity 111

Customer Bliss

DECEMBER 14, 2018

Amanda also knew that to understand the true gauge of progress or lack thereof, you need to know the voice of the customer and partner feedback. It was extremely important for her to be able to speak on behalf of the customer and partners, so she could understand what was and wasn’t working, and communicate that back to her team.

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

Customer Bliss

NOVEMBER 23, 2018

How do you build the right onboarding process that’s built around your core values and that customer centricity? When you're doing this CX work, you need to be passionate and you need to build your internal network so that you have people that you trust to give you the right feedback and guidance. #CX

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Customer Bliss

DECEMBER 12, 2017

Adoption of the NPS as the primary tool to drive cultural change equipped the front line and operations people with access to listen to customer feedback, identify pain points, and thus – take actions to improve. Year 6+ – Introduction of NPS and internal marketing of success. About Isabella Lau.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

ClearAction

MAY 26, 2023

CMOs and CCOs are in a powerful position to shape growth, customer-centricity, and enduring differentiation. You are collectors of customer insights. Ask : First, make full use of Almost-Free VoC (voice of the customer). This is unsolicited feedback and internal sources of customer insights.

Customer Insights 62

Customer Insights Insights Chief Customer Officer Leadership 62

Customer Bliss

DECEMBER 6, 2018

The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Customerville transforms customer experience surveys into rich, interactive experiences using its unique Design-driven Feedback platform. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. About Alvin Stokes.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

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

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

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

Customer Guru

MARCH 15, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Culture 85

Culture Customer Service Customer Centricity Chief Customer Officer 85

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. This is what the idea comes down to: actions must be congruent with stated commitments to customer-centric growth. If you say “We love our customers!” Well, then … you don’t love customers.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120