TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Barry Dalton, Global VP, Customer Interaction Technology at Concentrix.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. That would be Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. That would be Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Customer Bliss

FEBRUARY 8, 2019

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

Chief Customer Officer 131

Chief Customer Officer Customers Travel Measurement 131

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ClearAction

JANUARY 8, 2024

For example, if you have 10 lines of business, and 5 of them are using CX insights earnestly, then the ratio of 5/10 is their Insights Utilization Rate: 50%. Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Customer Bliss

JANUARY 12, 2018

Develop a customer commitment statement to be placed in every post office, on the website, and back of employee identity cards. Provide tools that allow your employees to be an advocate for the customer. They introduced an app, SnapIt , which offers support and sales tools for postal employees.

Chief Customer Officer 165

Chief Customer Officer Customer Experience Retail Customer Journey 165

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Few companies have a Chief Customer Officer.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

CCO Council

JUNE 3, 2014

Do you want them to help resolve problems, inspire innovation, co-develop new products or services, generate market insights, improve operational efficiency, enable greater sales velocity, or something else? Chief Customer Officer Customer Engagement Customer Insight Customer Loyalty Customer Retention'

Customer Engagement 81

Customer Engagement Engagement Chief Customer Officer Customer Retention 81

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Share customer insights with every department.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

CCO Council

MAY 20, 2014

Customer monitoring More and more of our customers are on social media and, with the proliferation of social media monitoring tools, we have at our fingertips a very rich and real-time view of customer (or end-user, as it may be for your business) needs, desires, and issues. What are your thoughts?

Social Media 74

Social Media Chief Customer Officer Customer Centricity Call Center 74

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

OCTOBER 28, 2017

My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. A recent McKinsey survey of 1,000 B2B decision makers said that approximately "86 percent of respondents said they prefer using self-service tools for reordering, rather than talking to a sales representative."

Chief Customer Officer 40

Chief Customer Officer B2C B2B Roadmap 40

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

2020 98

2020 Blog 2021 Chief Customer Officer 98

SurveySensum

JULY 14, 2020

Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management. She is now Chief Customer Officer at ClearAction Continuum. He specializes in operationalizing customer insight to drive better customer outcomes. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. CSM & Product’ Is the New ‘Sales & Marketing’. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Synecdoche and SaaS: What Title Should the Customer Success Leader Have? Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Think Customers

NOVEMBER 4, 2019

auto sales are expected to be about 16.9 percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.”

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

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. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

ChurnZero

AUGUST 21, 2020

Not only with their customers feeling pressure to show ROI and deal with a struggling economy, but also their leaders will depend on them to shore up the health of the company’s financials. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

ChurnZero

DECEMBER 27, 2019

This post focuses on how to maximize the biggest sales quarter and close out the year strong, but these same strategies can be applied to make every quarter in 2020 your best on e yet. . Learn these B2B customer survey best practices to generate meaningful customer insights that don’t feel random and haphazard. .

2019 64

2019 Blog E-support Chief Customer Officer 64

Amity

JANUARY 30, 2014

I think Customer Success is going to continue its evolution towards increasingly more proactive assistance to their customers to drive great experiences, thereby increasing product adoption and customer retention. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

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. Guneet Singh. And we probably haven’t even got everything covered.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

CustomerSuccessBox

JUNE 7, 2022

We’re actually a full-service agency that helps with the voice of the customer and customer feedback as a way to reduce churn. So we do this with a system that we have called customer insights 360. That allows companies to get insights into areas that they typically are struggling with. Absolutely.

Management 52

Management NPS Definition Metrics 52

SmartKarrot

FEBRUARY 2, 2021

What more, with a vast exposure to different business functions, a customer success professional gets to learn about the business at a much faster rate that gives them the opportunities to grow in different directions. Customer Marketing. Chief Customer Officer. Product Marketing. Product Management.

Customer Success 8

Customer Success Chief Customer Officer Sales Customers 8

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. Anika Zubair.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

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. So we are a core team of six people.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83

ChurnZero

MAY 13, 2022

ChurnZero Chief Customer Officer Abby Hammer joined The CXChronicles podcast to share how she’s used the four mainstay CX pillars —team, tools, process, and feedback—to build a high-performing Customer Success organization from the ground up and turn it into the most operationalized part of the business.

Chief Customer Officer 98

Chief Customer Officer Customer Success Feedback Customers 98

Kustomer

SEPTEMBER 3, 2020

And at least for me Gabe, I mean, recently I’ve just been going back to the fundamentals around change management because the technology has come so far in our ability to get great customer insights and great customer data. 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