CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. What does a Chief Customer Officer do?

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Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

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Chief Customer Officer Effort Score Metrics Leadership 52

Zeisler Consulting

MAY 4, 2021

I was recently speaking with a friend who’s a Chief Customer Officer. She has the support of her boss, the CEO, who often speaks of the importance of CX and why having a Chief Customer Officer is so valuable. But one thing missing from her charter: Doing anything about the Customers’ experiences.

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Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. Don’t fail fast —experiment often.

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Chief Customer Officer Leadership Innovation Books 133

Doing CX Right

SEPTEMBER 5, 2021

Brands are restructuring so that Marketing reports to the Customer Experience Leader. The post Should The Chief Customer Officer Oversee Marketing? Why is this shift happening now - and will it stick? appeared first on Doing CX Right.

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CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team.

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BirdEye

JANUARY 13, 2021

We’re excited to announce that we have a new Chief Customer Officer: Walt Weisner. Walt has spent more than 20 years working to delight customers at Silicon Valley’s most successful companies. Walt has previously led Customer Operations at companies like RingCentral and WebEx.

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Retently

OCTOBER 19, 2018

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. The obvious solution is to offer your customers a much better experience, service, and product to make sure they are happy with your business. What Is a CCO?

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Customer Bliss

SEPTEMBER 26, 2017

Feel free to reach out if you would ever like to chat about your customer success strategy. Together we can make every day better for our customers and I am happy to help. How Do You Take Steps To Achieve A Chief Customer Officer Role? Going From Director Of Customer Relations To VP, Customer Success.

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Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. Customers Want To Have An Easy Experience. See The Amazon Experience context above.)

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Customer Bliss

JULY 21, 2015

Utilize the proven 5-competency framework that has launched and advanced the customer experience transformation in business-to-consumer and business-to-business companies around the world. It will guide you on how to earn the right to growth by improving customers’ lives. The post Chief Customer Officer 2.0

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Customer Bliss

AUGUST 22, 2018

Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other. Yes, there is. No, there is not. Pace yourself.

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Chief Customer Officer Leadership Metrics Return on Investment 133

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Get quick wins – usually attached to cost reduction by improving customer experience efficiency. Episode Overview. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Build the first budget.

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Customer Bliss

MARCH 14, 2017

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. About Diane.

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Gainsight

APRIL 14, 2022

Here are five important recommendations that Chief Customer Officers should focus on to drive net revenue retention: 1. Companies that invested 10 percent of revenue in customer service saw the highest NRR. The post 5 Ways Chief Customer Officers Can Drive Net Revenue Retention appeared first on Gainsight Software.

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Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. One example: the on-boarding experience. Episode Overview. She has been in the role now for almost 40 months.

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Chief Customer Officer Return on Investment Leadership Hospitality 118

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.

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Customer Experience Chief Customer Officer Culture Customer Centricity 162

InMoment XI

DECEMBER 6, 2022

Earlier this year, InMoment hosted an XI Forum with two incredible speakers—both of whom run experience programs for franchisees. How do you train staff in the franchises to instill customer experience in all that they do, maximizing sales? Q: Which channels does Craveable Brands use to capture customer feedback?

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Chief Customer Officer Brands NPS Customer Centricity 491

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. The CCO would: Oversee the overall Customer Experience.

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Customer Bliss

AUGUST 22, 2018

Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other. Yes, there is. No, there is not. Pace yourself.

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Chief Customer Officer Leadership Metrics Return on Investment 107

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. The “Black Box” of customer experience actions. Episode Overview.

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InMoment XI

APRIL 1, 2015

How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. During one of the panels. View Article

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Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Media is a business vertical that is beginning to engage CX leaders.

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Gainsight

NOVEMBER 3, 2021

But the logical next step is when CEOs ask me, “should I have a Chief Customer Officer?”. And here’s why: Customer Success Is a Company-Wide Strategy, Not Just a Function. The first mistake in Customer Success is not investing in a team. But don’t bury Customer Success under someone who doesn’t care.

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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. See yourself through the eyes of the customer. Episode Overview. Connect With Margie.

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Chief Customer Officer Engagement Net Promoter Score Insurance 141

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. About Enrique.

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Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

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Customer Bliss

MAY 18, 2016

In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth.

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Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview.

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InMoment XI

FEBRUARY 1, 2023

Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success. Without that organizational freedom and neutrality, the team’s efforts are already handcuffed and chances of CX success are greatly diminished.

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Customer Bliss

MARCH 12, 2019

What’s the State of Customer Experience? Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers. Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers.

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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.

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Leadership Customer Experience Customer Centricity Net Promoter Score 259

Think Customers

MARCH 17, 2015

Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. 1to1Media.com/weblog.

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ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Unite accountability as customers experience you.

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CCO Council

JUNE 17, 2014

Today''s customers require access to a company''s offerings through many forms of media in order to meet their preferences and lifestyles. Furthermore, they also require a consistent customer experience across these channels since they can easily choose to change vendors if they do not receive support that meets their expectations.

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Customer Bliss

NOVEMBER 22, 2017

So with that said, in the event that you’re looking to hear more about customer experience and learn from other great leaders in this industry while you cook, clean, or lay back – I’m sharing 3 of my most popular podcast episodes from this past year. Build Customer Experience From Your Core Values.

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Kristina Evey

MAY 1, 2019

Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read More Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience.

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