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! They developed customer obsession priorities to understand how these actions can be tied to financial success. Again, thank you for your support of The Chief Customer Officer Human Duct Tape Show.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Customer Bliss

AUGUST 10, 2018

In the customer room, the outcomes of the competencies are presented by the stage of experience. Content is constantly refreshed with multiple sources of customer listening, trending of information, videos, and examples of experiences. Building Our Customer Room. How to Build Your Customer-Driven Growth Engine.

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

Help Scout

APRIL 29, 2021

The words, actions, and habits you repeat and reinforce enable that customer service culture to blossom. Business owners and executives have the largest impact on a company’s culture through their ability to shape policy, direction, and financial investment. Report on customer service metrics to your board.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. Annette Franz Follow @annettefranz.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Eptica

JULY 26, 2017

Yet often there is a gap between theory and practice, with companies believing they offer a great customer experience, when consumers disagree. Lead from the front Being customer-centric must come from the very top, and that means that the CEO must demonstrate that they are taking CX seriously. Here are four places to start: 1.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

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. CX Team Dysfunction Affects the Customer Experience. Wrong metrics or being pushed to the wrong targets — @OptimiseOrDie.

Customer Experience 94

Customer Experience Sports Chief Customer Officer Customer Centricity 94

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Qualtrics

NOVEMBER 16, 2021

As the financial services and insurance industry continues to transform for a digital future, we’re witnessing a significant paradox. At a time when it’s easier than ever for customers to move who they bank with or buy insurance from, there is a major opportunity for providers to increase their share of wallets. explained Ryan.

Insurance 26

Insurance Customer Experience Chief Customer Officer Customer Centricity 26

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. The Essential Guide to Customer Churn. Acquiring Customers Isn’t Enough.

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Don’t be afraid to discuss these numbers with your customers.

2019 75

2019 E-support Chief Customer Officer Events 75

Gainsight

MARCH 9, 2020

Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g., to drive better customer-centric decision-making. How have the metrics evolved over the last few years? Also, check out this really good guide that goes in to greater detail about metrics.

Chief Customer Officer 52

Chief Customer Officer NPS Metrics ROI 52

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business.

Chief Customer Officer 40

Chief Customer Officer Leadership ROI Webinar 40

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

ClearAction

MARCH 22, 2024

In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.” ” WHY we need to make CX a team sport was clearly stated by Diorio: The articulated goal of customer-centricity is far out in front of the operational practice of Customer Success.

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Case in point—How many more articles are necessary to explain NPS?

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

CX Journey

JANUARY 26, 2016

That's a true "what the hell is customer experience" culture. what would the customer say? what would the customer say? what would the customer say?

Customer Experience 39

Customer Experience Chief Customer Officer Culture Definition 39

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

2020 132

2020 Customer Experience Magazine Consulting 132

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. It’s simple; we are nothing without our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). All-hands meetings.

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. He also offers guidance on the “customer experience pyramid,” which helps brands define the experiences that matter more and identify more powerful and innovative experiences.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. What are the most important metrics for Customer Success?

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Customer Success 2013 2014 Consulting 59

Pointillist

JUNE 5, 2019

High Performers Are More Likely to Effectively Integrate Data, Analyze Behavior and Engage Customers Across Channels “The days are long gone when companies only focused on their products and services. They include customer journey analytics, journey-based KPIs and milestones, journey testing and optimization, and journey orchestration.

Customer Journey 89

Customer Journey Measurement Management NPS 89

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Is my customer healthy? Read the full transcript to learn more. The Interview: .

NPS 69

NPS Customers Customer Success Measurement 69

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Qualtrics

NOVEMBER 21, 2019

Learning how to reach and understand customers and employees while maintaining robust and careful privacy will grow as a critical area of focus for most organizations, especially in the financial , tech, media and health spaces. First, they’ll adapt contact center metrics that get managed.

2020 38

2020 Customer Experience Virtual Agent Healthcare 38