Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. About Enrique.

Chief Customer Officer 125

Chief Customer Officer ROI 2004 2015 125

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. I call that One-Company Leadership. Episode Overview. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics Net Promoter Score NPS 52

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Re-branding a Marketing professional, or a Customer Service professional a CCO does not mean they have the competencies required to fulfill the role.

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

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

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Carol Pudnos is one of those. About Carol. The first is clarity.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

2023 207

2023 Contact Center Leadership Hospitality 207

Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Retently

JULY 28, 2023

But taking customer experience lightly can be dangerous too. Some studies suggest that poor customer service costs businesses up to $62 million per year. trillion annually when their customers leave – and that’s only in the US. Well, that’s where the Chief Experience Officer comes into play.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times.

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

ChurnZero

JANUARY 13, 2022

As a result, Customer Success leaders continue to increase their prominence and power within the organization. Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year.

2022 98

2022 Customer Success Chief Customer Officer Leadership 98

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

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. Controlling Touchpoints Model.

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Kustomer

AUGUST 26, 2022

The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too. Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. The Chief Customer Officer Human Duct Tape Show. Amazing Business Radio.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Now Camille had the leadership mandate and engagement. The leadership team is leading by example.

Chief Customer Officer 120

Chief Customer Officer Return on Investment Leadership Hospitality 120

Experience Investigators by 360Connext

MARCH 25, 2015

“Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Desire is an emotion.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. Halt the root cause: “This is what I call ‘CX work’ rather than customer service or customer support,” she said. “CX A point solution won’t do the trick.

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

ShepHyken

FEBRUARY 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience.

Net Promoter Score 58

Net Promoter Score 2019 Article Chief Customer Officer 58

ProProfs Chat

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ClearAction

APRIL 13, 2023

Selling to the right type of customers makes everything better. Check-in with your Chief Operating Officer and VP-Customer Service: What are their biggest costs caused by customers? What types of customers are causing those costs? Is your ICP truly ideal? Who else is minding the gap?

Brands 62

Brands Chief Customer Officer Loyalty Programs 2023 62

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

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. Communicate the differences between customer service and experience.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Get certified.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Current customer health score trends to know about. Customer Success Around the Web.

Webinar 98

Webinar 2021 Chief Customer Officer B2B 98

Customer Bliss

JANUARY 10, 2019

While laying out a framework for hiring and retention, and contact strategies, Michael looked for the best customer service reps and managers that he could find. Even now, he states that his number one goal is to find higher trained future leaders in customer service and in clean tech. CX #Leadership Click To Tweet.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Anahita Reilly is the Chief Customer Officer for the U.S. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

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

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Customer Bliss

APRIL 12, 2019

When Monica first stepped into her role at TECO, she was immediately tasked with helping TECO retire its 30-year legacy and transition into a new customer information and billing system. Share messages from leadership : Leadership has recorded video vignettes sharing why the customer focus is so important and what it means.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94