Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Recently, I’ve been getting a lot of calls from recruiters for very, very high-level CX leadership roles. Look at leadership decisions that have been made. Get to Know the Leadership Team.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. The importance of leadership buy-in. You need leadership support. Episode Overview. Get moving.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Customer Bliss

NOVEMBER 3, 2016

If you are regularly engaging leaders in a customer room, the customer analysis can flow from there — and, as an additional bonus, the silo structure that often stunts growth can fade away. The power of the customer room: Visual storytelling. The customer room is set up as an experience. Aided listening.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Spend time defining what each of these customers are. Get leadership involved.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

NOVEMBER 28, 2017

Use the Customer Journey Map As a Tool to Measure Success. During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way. The customer journey map was used as a culture and leadership uniting tool.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

Customer Bliss

MARCH 15, 2018

I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.

Chief Customer Officer 156

Chief Customer Officer Customer Journey Mapping Government Communication 156

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Experience Investigators by 360Connext

MARCH 8, 2018

How a company goes to market and the way they plan and execute their marketing plays a significant role in the customer experience, whether or not it is formally defined as a marketing responsibility. Let the customer journey be your guide. One of the best marketing planning tools is an end-to-end customer journey map.

Marketing 125

Marketing Net Promoter Score Customer Journey Mapping Chief Customer Officer 125

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. Use Customer Journey Maps to Strategize Around a Positive Experience.

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

Customer Bliss

AUGUST 25, 2016

You can call “decision-makers” a lot of things: C-Suite, senior leadership, VPs, Directors, etc. You need to get to one-company leadership. Your customer-facing work can’t reside in its own silo, where you own a presentation to the other decision-makers every 10-12 weeks. The reality of decision-makers.

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Presentation 0

Oracle

MARCH 11, 2020

It's not customer experience; it's really the whole ecosystem of your organization, and are you united? link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. I've almost started calling it X now. Jeanne Bliss. Kerry Bodine.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. Don Peppers Follow @DonPeppers. ” 29. Jim Rembach Follow @BeyondMorale.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. FULL TRANSCRIPT OF VIDEO DISCUSSION. Ian : Exactly, I think that’s perfectly right. Christopher: Phew!

Leadership 52

Leadership Consulting Financial Customer Experience 52

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

CX Journey

JUNE 19, 2015

How are you getting employees immersed in the customer experience? And are you still struggling to get buy-in, to get company leadership on board with focusing on the customer? Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room.

Chief Customer Officer 71

Chief Customer Officer Customer Journey Mapping Hospitality Customers 71

Amity

MAY 22, 2016

Do a quick Google search on “customer success management” or “customer experience management” – here is a great example of a search result that contains the steps to doing customer journey mapping. Customer success doesn’t just happen. How do you get the CEO to buy in?

Customer Success 57

Customer Success Chief Customer Officer Customer Journey Mapping Metrics 57

Horizon CX

DECEMBER 31, 2018

Customer Journey Mapping is another case in point. Nothing significant that I can tell outside of not enough attention or credence being paid to why it’s such an important tool in the CX toolkit and one that should be applied early in the CX journey rather than later. We just need to become more reasonable.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

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

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Traits: Product-market fit. $6M Warning Sign to Level Up.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Annette Franz is the Founder and CEO of CX Journey Inc.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Wootric

FEBRUARY 14, 2019

The “Make Mom Proud” Standard for How to Treat Your Customers , a coach for Chief Customer Officers, host of the podcast The Human Duct Tape Show , and frequently writes articles on her site, Customer Bliss. Why we love Sarang: Sarang’s head of Customer Success at Wootric. Jeannie Walters.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Amity

JULY 28, 2014

Do a quick Google search on “customer success management” or “customer experience management” – here is a great example of a search result that contains the steps to doing customer journey mapping. . Customer success doesn’t just happen. 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

OCTOBER 27, 2020

What type of engagement model would you want to maintain with the customers – high-touch or low-touch or tech-touch. After arriving at all this information, you must hire the right candidates for the roles of customer success manager, director of customer success, or even a Chief customer officer.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119