Customer Bliss

NOVEMBER 22, 2016

It takes customer centered leadership to make the vital touch-points work in harmony to deliver your brand promise and provide a seamless customer journey. My specialty is bringing the customer journey to life inside the enterprise, empowering employees and transforming the culture. It becomes a clustered mess.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

Customer Bliss

FEBRUARY 17, 2015

Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 111

Chief Customer Officer Culture Customer Journey Leadership 111

Thematic

MARCH 27, 2024

It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.  The Rather than just limping forward, Watercare set up a cross-functional team to improve the customer journey.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journey Leadership 100

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. It’s no wonder complaints are spiking.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

Alida

MARCH 10, 2017

The call to “improve the customer experience” is a nebulous one. CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue. Providing a seamless customer experience is a team sport. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. For valuable customer journey mapping secrets you don’t want to miss, listen to the full episode below.

Customer Journey Mapping 92

Customer Journey Mapping Customer Journey Workshop Customers 92

ChurnZero

APRIL 27, 2022

Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. . Setting value realization metrics. The value definition stage is where you should set your own metrics for value realization.

Measurement 52

Measurement Chief Customer Officer Definition Metrics 52

ClearAction

JANUARY 8, 2024

Unserved customers do not have access to your product/service. champion continuity of value across the end-to-end customer journey for customers and investors. Account Teams ) Ideal Customer Profiles (ICPs) should match purchasing power with operational cost to serve. to reach them.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits. Market hope. Conclusion.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Culture 135

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. So, how do you build a customer listening path? Digital storytelling and building a customer listening path.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

Customer Bliss

JANUARY 22, 2015

before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others. Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you? ’s Customer Experience Toolkit.

Chief Customer Officer 204

Chief Customer Officer Customer Journey Reference Leadership 204

Customer Bliss

JANUARY 12, 2016

When you focus on listening to your customer by using your “one-company” listening path method ( CX competency 3 ), you are able to utilize feedback and tell the story of how your customers experience your business. Customer Listening Requires Agreement on Your Customer Journey Stages.

Chief Customer Officer 120

Chief Customer Officer Social Media Feedback Customers 120

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

Customer Bliss

JANUARY 12, 2016

When you focus on listening to your customer by using your “one-company” listening path method ( CX competency 3 ), you are able to utilize feedback and tell the story of how your customers experience your business. Customer Listening Requires Agreement on Your Customer Journey Stages.

Chief Customer Officer 111

Chief Customer Officer Social Media Feedback Customers 111

Customer Bliss

NOVEMBER 3, 2016

The power of the customer room: Visual storytelling. Grab a hard copy of my book Chief Customer Officer 2.0 and flip on over to page 175. The customer room is set up as an experience. It’s a way for your leaders and organization to step through customers’ lives. Aided listening.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Customer Bliss

OCTOBER 17, 2018

He had to ask, “How do you define a customer metric that is valid and useful for your company?” ” and by asking that, Brian united the C-Suite behind a customer asset metric that was important to them, measuring EBITDA, Earnings Before Interest, Tax, Depreciation and Amortization.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

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

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Customer Bliss

NOVEMBER 17, 2017

Simply put, your clarity of purpose must guide operating decisions; it needs to be crafted with the customers’ journey at its core * (Tweet this). . Without it, people’s work will be defined by internal metrics, not by earning the right to customer growth.

Chief Customer Officer 129

Chief Customer Officer Books Customers Metrics 129

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 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. The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus. #CX

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

Customer Bliss

FEBRUARY 2, 2016

The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map. As you acquaint yourself with each of these five competencies and begin to customize them for your organization, do what makes sense in each to begin. Don’t wait until the systems are all perfect.

Chief Customer Officer 111

Chief Customer Officer Leadership Touchpoint Metrics 111

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

Customer Bliss

SEPTEMBER 1, 2016

Strategy is long-term vision for an organization or a customer journey. If you want to improve the business engine at your company and gear your growth around the customer, there are four culprits you need to recognize — and then five solutions you can put in play. This is your guide to strategic management in CX.

Management 175

Management Chief Customer Officer Leadership Customer Journey 175

GetFeedback

JANUARY 19, 2020

So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Often, getting access to the data points that matter most early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior, when your insights really depend on those data points.

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

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. He has tremendous experience in social media marketing and customer experience management.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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