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. Around 2:00-2:23, the discussion turns to rooting new customer experience projects in data and metrics.

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ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

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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. You need to unify the areas and don’t let operations or finance grab at customer metrics in their own vocabulary. Bank on that.

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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).

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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.

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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.

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ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

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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.

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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.

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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.

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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. Learn more about developing a CX action plan and delver deeper into Hunsaker’s insight.

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CX Journey

MARCH 17, 2015

I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. customer experience metrics voc voice of customer'

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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.

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TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now.

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CloudCherry

JULY 31, 2019

By that, he means that companies don’t use the customer insights they gain to drive critical organizational changes. Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. Logistician – Stays on top of the metrics that underpin a CX initiative.

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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 .

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Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric. Q&A Recap.

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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.

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Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! And of course, thank you to the listeners who support this show and tune in to hear all of the wonderful CX insights, lessons, and tactics discussed.

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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.

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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.

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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.

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Lumoa

JANUARY 19, 2023

Day in the life mapping is an excellent tool for visualizing a customer’s journey through their entire experience with a company. Decide When and How to Collect Data and Feedback Utilize your customer journey to its full potential by identifying the data you collect at each stage and determining what more information you need to gather.

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Customer Bliss

OCTOBER 31, 2017

We discuss the skills and approach you need to build a customer experience program and its baseline foundation. In addition to hearing Anne’s insights, she’ll share the following in regards to building her customer experience strategy: 30 day plan. 90 day plan. Long term plan.

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Help Scout

SEPTEMBER 14, 2021

In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business leaders who’ve created great customer service programs of their own. It increases the lifetime value of customers.

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Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Those were: Design solutions to deliver high-value to, and earn advocacy from, the key customer segments of Dell Technologies. It’s not just about specific CX metrics.

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Gainsight

MARCH 7, 2022

Level 4: Teams share KPIs and other important metrics (e.g. This connection [between CS and Product teams] is no [longer] a “good to have” but a “must-have” for customers and cloud businesses to be successful,” said Tarun Luthra, a Head of Product Support and Global Vice President of Customer Experience. NPS, onboarding) .

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ClientSuccess

NOVEMBER 2, 2020

Luckily for customer success teams, there is no shortage of resources available. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others. The 2020 Customer Success Trends Toolkit. The Customer Success Association.

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Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Customer data is the lifeblood of customer success.

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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.

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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.

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Customer Bliss

APRIL 20, 2016

If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. If you have different insights about organizational decision-making or have seen effective approaches in the name of customer growth where you work, leave some thoughts in the comments.

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ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. You can easily miss opportunities to deeply understand your customers’ behavior, when your insights really depend on those data points. Leverage digital email/in-app metrics as a way to track overall engagement 2.

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Experience Investigators by 360Connext

MARCH 8, 2018

Make it a customer experience—the kind of marketing that builds sales and profitability by being authentic, genuine and in the best interest of customers. Here are five of the key tips and insights we discuss in the video above: 1. Marketing plays a role in customer experience (and vice versa.).

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Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Standardizing Exceptional Experience.

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CCO Council

MAY 27, 2019

We (Jeb Dasteel and Curtis Bingham, doing independent research) have come to the realization that customer loyalty is simply the wrong thing to be measuring. It is increasingly very hard to correlate loyalty metrics with business results. Founder & CEO, Chief Customer Officer Council. Curtis Bingham.

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