TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ChurnZero

MARCH 28, 2023

As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. NPS indicates customer loyalty.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

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

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Customer Bliss

SEPTEMBER 26, 2019

The goal is to set a target date for the first customer room meeting in which the initial version of each competency team’s work will be presented for the first time. The chief customer officer supports and coordinates activities to keep everything moving toward executing the first customer room.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Customers 137

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. ” The role of the chief customer officer is to work with leaders to unite behavior. Let me ask you this — how many years have you been doing this work?

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

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

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. The first 20-minute webinar, “ Mastering the Maze of CX Metrics & Money ,” was presented in April. That pebble in your shoe elicits a yelp and other colorful expletives.

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 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. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Customer Bliss

AUGUST 10, 2018

And why does the customer room work? Because rather than the CCO dissecting information, making decisions, and presenting to leaders to sell them priorities to work on, leaders make the decisions as a team. 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

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization. 2: Work on how much you engage inside the organization.

Download 185

Download Chief Customer Officer Workshop Books 185

Customer Bliss

MAY 14, 2015

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Customer Leaders must attach CX work to the profitability of the business. Make Them Listen.

Chief Customer Officer 216

Chief Customer Officer Leadership Metrics Customers 216

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. Have a unified view of providing the greatest value to the customers.

Chief Customer Officer 10

Chief Customer Officer B2B Innovation Feedback 10

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

Customer Bliss

JUNE 6, 2018

For example; how many new customers did you bring in this quarter, volume and value (power of your acquisition engine); how many customers were lost this quarter, volume and value (power of the experience and value perceived); how many increased their purchases; and how many declined in their level of engagement with you?

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

Chief Customer Officer 111

Chief Customer Officer 2017 ROI Leadership 111

Customer Bliss

JANUARY 12, 2016

This view enables a focused prioritzation of actions to earn the right to customer-driver growth. The role of the Chief Customer Officer is to engage leaders and the organization to want to be a part of “one company” story telling. and focused prioritization of actions to earn the right to customer-driven growth.

Chief Customer Officer 120

Chief Customer Officer Social Media Feedback Customers 120

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. Digital storytelling: Be the storyteller. Build one-company categorization of issues.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

Customer Bliss

NOVEMBER 1, 2018

Though Lyft was growing quickly, Mary didn’t want to lose sight of continuing a delightful customer experience. They uplift their drivers/employees by being authentic and engaged. Tactic 1: Be Authentically Engaged. To her, being present is a deep immersion of understanding the experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Customer Bliss

MAY 10, 2016

Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. How he used a very simple journey map to present to the board of regents who needed to approve his plan . Episode Overview.

Chief Customer Officer 0

Chief Customer Officer 2008 Books Presentation 0

Customer Bliss

OCTOBER 31, 2017

In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. Episode Overview.

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

Customer Bliss

JANUARY 12, 2016

This view enables a focused prioritzation of actions to earn the right to customer-driver growth. The role of the Chief Customer Officer is to engage leaders and the organization to want to be a part of “one company” story telling. and focused prioritization of actions to earn the right to customer-driven growth.

Chief Customer Officer 111

Chief Customer Officer Social Media Feedback Customers 111

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Patricia presented correlations demonstrating how these gaps ultimately jeopardized the bottom line.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

Strativity

DECEMBER 9, 2014

Executives who are responsible for leading customer experience transformation in their organizations: . Chief Customer Officer. General Manager, Customer Experience. Vice President, Customer Loyalty. Vice President, Customer Strategy. is a global Customer Experience transformation firm.

Presentation 52

Presentation Customer Experience Chief Customer Officer 2015 52

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. Lee engaged the CEO and middle management once he began the CX transformation process. Put Things Into Perspective by Being the Customer.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

Gainsight

MAY 3, 2023

Kevin Meeks, SVP, Customer Success, VMware Kevin Meeks is a leading voice in the Customer Success community. We can’t wait for his session: Delivering Customer Value and Ensuring Their Success With a Winning Toolkit.

2023 52

2023 Chief Customer Officer Customer Success 2022 52

Customer Bliss

JANUARY 4, 2019

He wanted to finish as many informational interviews as possible, to put together an assessment, and then, to put all of his findings together in a presentation so he could draft an action plan. Alan did all of this listening, gathering of data, and presenting of his feedback within his first six months on the job. Enjoy the show!

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

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

Zeisler Consulting

AUGUST 17, 2021

I know some of my fellow CX consultants go so far as to use the ROI of CX as their calling cards…not only engaging in the discussion but also leveraging it as the heart of their pitches to clients. How do you sell CX to leadership? I’ve even written about it myself on several occasions.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

SmartKarrot

APRIL 27, 2022

The Chief Customer Officer or the CCO is a C-Suite executive responsible for customer success strategies and plans. They report to the CEO and need to be engaged in every key customer-related- strategic meeting. CCOs looking to present to the Board of directors need to keep certain important aspects in mind.

Presentation 10

Presentation Chief Customer Officer Document Return on Investment 10

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. The Human Duct Tape Show Podcast.

Customer Success 70

Customer Success Chief Customer Officer 2020 2021 70

Customer Bliss

AUGUST 9, 2018

Some even host “fireside chats,” increasing their engagement with the room. Whenever meetings and workshops are hosted, the room supports the idea of understanding and focusing on the customer and who they are. It is this same commitment and drive for excellence that he brings to his career as a leader in customer success.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In this webinar, we will discuss how to: 1.

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 52

ClearAction

JULY 28, 2023

They need to set you up to foster holistic customer focus across the entire organization. If your team is positioned to be an ally to the success of every work group, then they are more receptive to customer insights and engagement in your initiatives.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

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. Jump on that opportunity to partner with that person,” says Isabella.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131