CSM Magazine

AUGUST 3, 2021

Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 Touchpoint 52

Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Q: Which channels does Craveable Brands use to capture customer feedback?

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

Customer Bliss

AUGUST 22, 2018

According to a recent PwC report , “customers also said they were more likely to try additional services or products from brands that provide superior customer experience,” which means that customers are more likely to be loyal and spend even more money when they feel you have their interest in mind. Yes, there is.

Chief Customer Officer 133

Chief Customer Officer Leadership Metrics Return on Investment 133

Customer Bliss

AUGUST 22, 2018

According to a recent PwC report , “customers also said they were more likely to try additional services or products from brands that provide superior customer experience,” which means that customers are more likely to be loyal and spend even more money when they feel you have their interest in mind. Yes, there is.

Chief Customer Officer 107

Chief Customer Officer Leadership Metrics Return on Investment 107

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. Episode Overview. Connect With Margie. Margie is on LinkedIn. ” — Margie. 130 total people.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Customer Bliss

OCTOBER 11, 2016

This reimagined strategy enables Hilton to form one-to-one relationships with all customers to gain strategic insights and deliver personalized experiences. He initiated and is leading the strategic transformation of HHonors from a program for only frequent travelers to a club more relevant to all travelers.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. Eliminating distraction is critical, so they always say: When you are not building product, you need to talk to your customers. Strategy 1.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Feedback Hotels 54

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Experience Investigators by 360Connext

NOVEMBER 14, 2023

From the classics like “Why We Buy: The Science of Shopping” by Paco Underhill and “Chief Customer Officer 2.0” ” by Jeanne Bliss to newer gems like “A Diamond in the Rough” by Steven Van Belleghem, we’ve got a treasure trove of insights to excavate.

Chief Customer Officer 143

Chief Customer Officer Books Measurement Insights 143

Topdown

SEPTEMBER 29, 2017

This would be an executive who manages all employee and customer touchpoints across the organization, getting them out of silos and creating visibility into the customer experience. But isn’t that the same thing as what many companies are calling their Chief Customer Officer?

Chief Customer Officer 72

Chief Customer Officer Omnichannel Touchpoint Article 72

Customer Bliss

SEPTEMBER 19, 2017

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. Customers such as Walmart, McDonald’s, and AT&T rely on Alteryx. About Libby.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Customer Bliss

AUGUST 8, 2017

Specifically, Stephen was hands on in leading the transformation of Standard Life’s marketing and customer functions using the latest creative thinking and new technology capabilities in digital and data to engage with four million plus customers.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

ClearAction

MAY 26, 2023

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. You are collectors of customer insights.

Customer Insights 62

Customer Insights Insights Chief Customer Officer Leadership 62

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

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

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

CloudCherry

NOVEMBER 10, 2019

And, who better to lead the charge than the one and only Jeanne Bliss of Customer Bliss – 5 time Chief Customer Officer, CX Pioneer & Leadership Advisor, Speaker, Author, Cofounder of CXPA.org, and our honored guest. Otherwise it’s kumbaya/ we are the world/ let’s go hug customers.’ It’s takes about 2.5

Chief Customer Officer 170

Chief Customer Officer Hotels Leadership Definition 170

Forrester's Customer Insights

JULY 25, 2023

In Silicon Valley startup parlance, there are two types of ventures: unicorns and camels. Unicorns are the bright, shiny, money-burning, rapid-growth startups. Camels are built on a more solid financial philosophy, meant to make the money last, using venture capital as more of a bridge than a survival tactic.

Chief Customer Officer 26

Chief Customer Officer B2B Financial Customers 26

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. The Importance of a Chief Customer Officer.

Chief Customer Officer 179

Chief Customer Officer Customer Experience 2015 Wireless 179

Totango

NOVEMBER 14, 2023

Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement SuccessBLOC , a pre-built customer success program with best practices and out-of-the-box content created by our very own CS and community experts.

Connections 96

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 96

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

CloudCherry

OCTOBER 17, 2019

Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum & co-founder of ClearAction Value Exchange, CustomerThink Hall of Fame Author, Professor, award-winning Performance momentum expert, and MORE- shares her wealth of knowledge. To start with, Lynn believes in acting on the Insights we receive.

Customer Experience 231

Customer Experience Chief Customer Officer Customers Insights 231

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. They explain how these experiences are created because of four elements: elevation, insight, pride, and connection. My book, Chief Customer Officer 2.0

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Follow on LinkedIn. Follow on LinedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

OCTOBER 11, 2016

Shep Hyken speaks with Donna Peeples, a customer experience expert and Chief Customer Officer of Pypestream, a technology company offering secure mobile messaging, about how embracing change can enhance customer service and improve customer loyalty.

Chief Customer Officer 131

Chief Customer Officer Loyalty Customer Service Sales 131

Totango

NOVEMBER 14, 2023

Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement SuccessBLOC , a pre-built customer success program with best practices and out-of-the-box content created by our very own CS and community experts.

Connections 62

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 62

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 50% Process Engineering. 20% Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 50% Process Engineering. 20% Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Gainsight

MARCH 10, 2022

We also heard great insights from Rachel Provan, Customer Success Director at Doodle. She joined Adam for the podcast episode Navigating Your Career in Customer Success. She, too, acknowledged that this is an exciting time in customer success where people can “really can chart your own path.”

2021 59

2021 Culture Insights Chief Customer Officer 59

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Information 59

Information 2022 Chief Customer Officer Social Media 59

Gainsight

JUNE 7, 2022

First, use a template that becomes part of a client adoption plan, then share that adoption plan with customers during EBRs,” said John Sabino, Chief Customer Officer at VMWare. Had they not reached out to customers, the team never would have found how to bridge the gap. . Using Better Insights to Scale CS.

Insights 52

Insights Chief Customer Officer Customer Success Sales 52

Thematic

MARCH 27, 2024

Typically, only 15% of their customer base proactively contact them in any given month, with complaints that came through the support centre. Theresa Malloy, Watercare’s Insights Lead, shared how they overcame this engagement challenge.  A From the outset, they decided to use AI to mine the feedback data for insights.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62