Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

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.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

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. You wouldn’t make decisions, for example, about changing a product offering without including representation from your supply chain, your sales department, engineering, etc.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

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. Her love for being customer-focused was what helped drive her success at Dropbox, .

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

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2021 Article E Commerce Customer Service 148

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

Gainsight

MARCH 1, 2024

Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. The value of a strong Customer Success motion is finally understood and viewed as a growth multiplier in an organization.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

Chief Customer Officer 120

Chief Customer Officer Customer Experience Customer Centricity Marketing 120

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

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. I wish you well in your journey.

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

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.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

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Webinar Chief Customer Officer Customer Experience Social Media 141

Customer Bliss

JUNE 6, 2018

The purpose of this work is to galvanize the organization to deliver experiences customers want to have again – to ‘earn the right’ to customer growth. Customer-focused actions are the reactions to survey results, an executive in the field getting direct customer feedback, or a letter that lands on someone’s desk.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

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

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

Oracle

MAY 3, 2019

People tell me, “Oh, I’m making this mistake right now because I just hired a chief customer officer in my company. ” I think that’s a common mistake when you just hire one person, and you think, “Now we’re done with customer experience.” We think we’re done.”

Customer Experience 72

Customer Experience Chief Customer Officer Call Center Customer Focused 72

Customer Bliss

APRIL 20, 2016

In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. I call this one-company leadership.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Kitewheel

JANUARY 7, 2020

The head of each customer-facing department often owns a piece of the experience. The head of marketing may be responsible for how customers interact with content online or in digital ads, while the sales leader may ensure salespeople are adequately coached in a customer-focused sales approach.

2020 52

2020 Customer Experience Chief Customer Officer Customer Journey 52

ShepHyken

FEBRUARY 11, 2019

(CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.)

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Net Promoter Score 2019 Article Chief Customer Officer 58

Customer Guru

AUGUST 8, 2018

He is a Keynote Speaker, Workshop Leader and Consultant and an expert in customer experience management, team member engagement and leading for growth. He has vast experience in driving profitable sales growth through more loyalty-inspiring customer experiences. Jackie Huba Follow @jackiehuba. James Dodkins Follow @JDODKINS.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For example, at the investment firm where Joe worked, customer focus was a core value of the company. A credo to customer service was engraved on the wall and survey scores were tracked.

Chief Customer Officer 149

Chief Customer Officer Innovation Books Metrics 149

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. United Leadership: Necessary to move from talk to action. ” and then you release products before customers have given feedback to make your sales quarter? Well, then … you don’t love customers.

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Leadership Chief Customer Officer Document Metrics 120

Help Scout

APRIL 29, 2021

Listen to customers: It is terribly easy to become too busy to stay connected to your customers, especially in a growing company. Look for ways to hear their voices regularly , perhaps on sales calls or in the support queue. Talk about customers: Help the rest of your company be exposed to real customers, too.

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Culture Customer Service Customer Centricity Chief Customer Officer 139

Customer Bliss

APRIL 7, 2016

If they are, the customer will never truly be the focus — there will be many different focal points, all based on each department head’s targets and goals for the quarter. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. Again: connect the silos.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

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

Beyond Philosophy

MAY 31, 2016

Gwinner of Kansas State University—have found that employee behavior and advocacy—regardless of the employee’s level of satisfaction—have a direct and profound relationship to the behavior of customers, and also to corporate sales and profitability.

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Chief Customer Officer 2003 Leadership Consulting 111

Gainsight

JUNE 9, 2021

PT) to continue binge-ing the best customer-focused content! Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations.

Chief Customer Officer 52

Chief Customer Officer 2021 Sales Customer Success 52

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. Dave Jackson.

2022 52

2022 Customer Success 2021 Consulting 52

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? As mentioned above, everyone has a role to play in satisfying and delighting the customer. Reach Outside The Organization.

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Customer Centricity Chief Customer Officer Return on Investment Culture 77

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.

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Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

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2020 Customer Success Events Workshop 72

ClearAction

NOVEMBER 16, 2017

Penney’s case, its core customers appreciated getting good deals through discount sales. Ellen DeGeneres polarized its core customers: some loved the modern, humorous tone, and others felt a clash with their conservative views. This tells you a lot about your company’s internal workings.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ProProfs Chat

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ShepHyken

JULY 25, 2022

This also means that, with a little strategic planning and creative thinking, businesses can leverage their email marketing to increase brand loyalty and keep customers. My Comment: Email marketing is typical marketing until you focus on the customer and not just making a sale. Follow on Twitter: @Hyken.

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Article 2022 Customer Service Magazine 14

Wootric

JULY 15, 2020

NPS is an easy, trusted, and benchmark-able way to start driving customer-focused action at your company. However, the most successful companies never lose sight of the fact that the primary purpose of CX metrics is to drive customer-focused action. NPS is a great way to get started with driving customer-centric action.

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NPS B2B Net Promoter Score E-support 69