Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

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

Customer Bliss

SEPTEMBER 15, 2016

The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth. The power in converge moves you towards one-company, customer-driven leadership.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

Customer Bliss

SEPTEMBER 4, 2018

Bob realized that as an organization, t here were some fundamental things missing in terms of influencing employees and customers to change at the core. This had to do a lot with leadership and how they were understanding customers at Manulife. Is Your CX Making a Noticeable Difference to Your Customers?

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

Customer Bliss

AUGUST 10, 2018

Having an in-house customer room can help get you out of the fray of the silo-by-silo projects and report-outs, and they unite leaders for regular and customer experience accountability. And why does the customer room work? In the customer room, the outcomes of the competencies are presented by the stage of experience.

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

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. I wish you well in your journey.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

Customer Bliss

NOVEMBER 28, 2017

Take on the responsibility to talk to customers and provide them with a sense of trust. Sami started almost every presentation started with a video in which someone dramatically read YELP reviews as a tool to show people what the customer experience is really like. Use the Customer Journey Map As a Tool to Measure Success.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Customer Bliss

OCTOBER 17, 2018

By emphasizing to his fellow leaders how important customer experience transformation is, and by giving it a stronger focus, it soon became a major topic at leadership offsites where goals and objectives are set and the focus of the organization is created. How Does the C-Suite Define Success? What do they consider success?

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Customer Bliss

FEBRUARY 18, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. We often talk about the customer journey or experience with us by stages of the journey, but I have been really trying to move people and focus them instead on customers goals.

Chief Customer Officer 248

Chief Customer Officer Customer Relationships Presentation Customer Journey 248

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” Also, executive boards Mead works with have no idea of the reality of their customer journey.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company.

Chief Customer Officer 147

Chief Customer Officer Banking Document B2B 147

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

Customer Bliss

MAY 5, 2016

In fact, I began and named my new podcast The Human Duct Tape Show to provide examples of how this work is successful when it unites teams and leaders to focus on customers’ lives. They unite the company to deliver a customer journey and experience customers want to have again and tell others about.

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. Chip Bell Follow @ChipRBell.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. 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.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Gainsight

JUNE 10, 2021

Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey. Karl Rumelhart, Chief Product Officer at Gainsight, began the next phase of our keynote presentation on the subject of invention.

Innovation 52

Innovation Chief Customer Officer 2021 NPS 52

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. Presentations must be consumable and easily understood. For any CS Ops professional there must be an absolute understanding of the Customer Lifecycle.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs. Where were they gaining customers?

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

SurveySparrow

JANUARY 1, 2020

You wrote your book “Chief Customer Officer : Getting Past Lip Service to Passionate Action” back in 2006. SurveySparrow: Allow me to switch gears and ask a technical question on the topic of the customer journey. New job titles are being created around it (i.e.

Customer Experience 88

Customer Experience 2006 Chief Customer Officer Books 88

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 94

Chief Customer Officer Customer Centricity Metrics Sales 94

SmartKarrot

JANUARY 5, 2021

While all care has been taken to ensure our selection (presented in no particular order) is free of bias, we understand we might have had our blind spots. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Wootric

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! But all that exploration won’t produce the desired transformation if it isn’t grounded in a comprehensive appreciation for how customers interact with the company’s products and services.

Chief Customer Officer 52

Chief Customer Officer Customer Centricity Social Media Leadership 52

Horizon CX

DECEMBER 31, 2018

As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead. Customer Journey Mapping is another case in point. We just need to become more reasonable.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Click To Tweet.

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

2021 52

2021 Leadership Customer Success Chief Customer Officer 52

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

MAY 10, 2021

But for CS, the real Top Guns are Will Rahim , SVP of Global CS, and his wingmen, Scott Klimek , VP of Customer Operations, and Todd Massey, Senior CS Ops Manager, all of Delphix They will be leading the session Win Fast by Hiring CS Operations Early. Familiar Favorites: Customer Success at Scale. Spotlight: Gainsight’s Presenters.

2021 52

2021 Chief Customer Officer Travel Roadmap 52

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

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