Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. Arie Goldshlager Follow @ariegoldshlager. Augie Ray Follow @augieray. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ClearAction

JANUARY 8, 2024

Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Do they ensure value is increasing for customers whenever changes in the business are needed? Longer sales cycles due to distrust.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Customer Bliss

MARCH 22, 2018

From Chief Information Officer to Chief Customer Officer with Brian Lillie. Rachael is the Chief Creative of Customer Insights and Experience at Cisco and is responsible for identifying new ways to deliver value to customers while accelerating growth. CX Work is Truly Fulfilling.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty.

Customer Experience 371

Customer Experience Customer Centricity Net Promoter Score Government 371

CCO Council

JUNE 3, 2014

Rewards and incentives, both intrinsic and extrinsic, may be appropriate and necessary to successfully engage employees in the business of engaging customers. Chief Customer Officer Customer Engagement Customer Insight Customer Loyalty Customer Retention'

Customer Engagement 81

Customer Engagement Engagement Chief Customer Officer Customer Retention 81

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 65

Brands Chief Customer Officer Contact Center Customer Retention 65

Eptica

AUGUST 19, 2020

The current pandemic has highlighted how CX impacts the bottom line – those businesses that have successfully delivered an empathetic, reassuring experience have not only retained customers but increased their loyalty.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

CCO Council

MAY 20, 2014

We have all spent significant time and energy creating in our companies elaborate, closed-loop triage and issue resolution processes for our customers in the call centers, sales channels, and at the executive level. Chief Customer Officer Customer Centricity Customer Engagement Customer Insight'

Social Media 74

Social Media Chief Customer Officer Customer Centricity Call Center 74

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 40

Brands Chief Customer Officer Contact Center Customer Retention 40

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 40

Brands Chief Customer Officer Contact Center Customer Retention 40

Lumoa

JANUARY 19, 2023

But since that is not always possible, prioritize the skills we listed above, as those will ensure you have the right background in your newly formed customer experience department. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

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

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

2020 98

2020 Blog 2021 Chief Customer Officer 98

CCO Council

NOVEMBER 2, 2017

Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” Why is this so low?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Wootric

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. And we probably haven’t even got everything covered. Jeannie Walters.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ChurnZero

DECEMBER 27, 2019

Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back . Nothing worth having in this life comes easy—including loyal customers. Churn Monster: Champ i onless .

2019 64

2019 Blog E-support Chief Customer Officer 64

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Which leads to another challenge surrounding cognitive AI—knowing what data to collect.

Customer Experience 59

Customer Experience Chief Customer Officer 2017 Touchpoint 59

Qualtrics

NOVEMBER 19, 2019

“It’s great to be able to surprise and delight your audience, but that doesn’t necessarily add up to greater loyalty. More from Matt: To encourage customer loyalty, start by discouraging disloyalty. – Karalyn Smith, Chief People Officer at Sephora. “If – Anahita Reilly, Chief Customer Officer of U.S.

2020 31

2020 Management Chief Customer Officer Healthcare 31

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Amity

JANUARY 30, 2014

Those organizations that build their business around their customers and draw customer insight from their customer’s journey and all the associated interactions along that journey, will continue to deliver what customers need, when they need it. Standardizing Exceptional Experience.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Qualtrics

AUGUST 20, 2021

Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom. When I look at measuring the success of a program, while it's important to look at response rates, it can really vary by the topic or the target customer,” he says. Here we answer 3 of the most popular CX for B2B questions.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer Customer Centricity Social Media Customer Success 10

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

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Kustomer

SEPTEMBER 3, 2020

And then from there you can create the strategy and the fundamental best practices and the change management techniques…Why does our customer do business with us, and how can we increase their loyalty and work backwards from there? We know our customers, the hearts and minds of our customers, better than we ever have before.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Tricia Morris

JANUARY 11, 2016

Customer service should be made the responsibility of every employee, positioned as a value center, and invested in as such by brands that not only wish to survive, but to lead in profits and perception. To improve employee empowerment for customer service and engagement moving forward, knowledge must become a foundational investment.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

Customer Alignment

DECEMBER 18, 2017

Without confidence in text analytics, this vast and expanding unstructured data has remained ‘dark data’ as some call it – the untapped bank of customer insight. Finally – the digital and technology ‘transformation’ of 2017 which was going to improve customers’ experiences forever.

2017 45

2017 2018 Chief Customer Officer NPS 45

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. And this is where it starts. Sofia: Exactly. Sofia: It really is. Find your drivers.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83