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.

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

CSM Magazine

JULY 24, 2020

Fidaa Chaar, Chief Operations and Customer Officer, Societe Generale. Antreas Athanassopoulos, Chief Customer Officer, Dixons Carphone. Stephanie Waismann, Chief Customer Officer , Barclays Ventures. Carlo Nadella, Chief Customer Officer, Telecom Italia.

Chief Customer Officer 40

Chief Customer Officer Customer Service 2020 Workshop 40

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. While at McAfee, Jason built a reputation as an industry leader in customer support and operations.

Social Media 59

Social Media Chief Customer Officer Lifetime Customer Feedback 59

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.

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Chief Customer Officer 2008 Books Presentation 0

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. People in the c-suite love it.”

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

Customer Bliss

DECEMBER 20, 2018

The elements that continuously show up in peak moments are: elevation, insight, pride, and being drawn to other people (I share the explanation of each element in my original show notes). This is important when it comes to recognizing the value of the human element in your customer experience. He lives in Durham, NC.

2018 147

2018 Customer Experience 2005 Chief Customer Officer 147

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

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. Your CX data must inform your entire organization.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

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 Customer Success Association. Here are a few of our current favorites: 1.

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Customer Success Chief Customer Officer 2020 2021 70

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In addition, we lacked qualitative insight to advance our understanding of the meaning behind the scores. So overall, we had a lot of feedback but challenges in gaining insights from it. Aisling Hassell of @Airbnb Click To Tweet.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 My chapter is focused on designing for moments worth experiencing from a macro level.

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Books Customer Experience Chief Customer Officer Customer Experience Management 94

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

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Few companies have a Chief Customer Officer. Instead, firms rebrand marketing people.

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Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

DECEMBER 14, 2018

I encourage you to check out the original show notes to find even more of Amanda’s great tactics and insights. Amanda knows this as well, and worked with her team to formalize the customer and partner experience rhythm of the business. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. It’s this face-to-face time with the driver that she finds most insightful because she can see first-hand what is or isn’t working in the experience that people need.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CSM Magazine

AUGUST 19, 2021

Reuters Events: Customer Service & Experience 2021 has assembled an unrivalled speaker faculty. We are proud to present a truly diverse speaker line-up of service & experience trailblazers from around the globe: Carlos Abrams-Rivera, U.S. Amy Shore, Chief Customer Officer, Nationwide.

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Events 2021 Customer Service Chief Customer Officer 40

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.

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Customer Success Chief Customer Officer 2020 Events 52

Customer Bliss

JANUARY 10, 2019

With over 10 years of experience under his belt, leading customer-facing teams, Michael sheds some insight into how he breaks through some of the challenges to get customers to think differently about their energy options. . The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

Customer Bliss

OCTOBER 17, 2018

Yes, you know your CEO needs your help, but you also need their insights to help lead your work. Present this achievement in a way that showcases what was learned throughout the process and what can be brought in to enhance the business and customer journey. CX #CustomerExperience Click To Tweet.

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Chief Customer Officer Metrics Leadership Insurance 131

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. Anand and his team looked at who their core customers are and what their needs are.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 65

Brands Chief Customer Officer Contact Center Insights 65

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. And… Scene.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 111

Customer Experience Chief Customer Officer Leadership Culture 111

Customer Bliss

DECEMBER 6, 2018

His focus is on creating a new customer first culture, driving change through improved insights and research, and building new teams across his field services and call center divisions throughout the Caribbean and Latin America. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager. ” 29.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Gainsight

JUNE 2, 2022

One of the best parts of the in-person experience of Pulse is the caliber of speakers that are present to share their knowledge and expertise with us all. Gainsight is not just about customer success. Hubspot is an incredible organization that understands both the customer and employee experience. Let’s celebrate them!

2022 52

2022 Chief Customer Officer Innovation Connections 52

ShepHyken

NOVEMBER 16, 2018

This pattern isn’t going to change since presently kids as youthful as 5 years know how to work a smartphone. Today customers know they are powerful and authoritative, what actions are you taking to extinguish their instant information thirst? Jim Iyoob is the Chief Customer Officer for Etech Global Services.

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Consumers Technology Blog Chief Customer Officer 99

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.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 40

Brands Chief Customer Officer Contact Center Insights 40

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 40

Brands Chief Customer Officer Contact Center Insights 40

CCO Council

OCTOBER 28, 2017

My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. I've partnered with Bob Taylor, former CCO of Samsung SDS and present CDO of from.digital, a digital transformation agency to bring this to you.

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Chief Customer Officer B2C B2B Roadmap 40

Gainsight

JUNE 10, 2021

Karl Rumelhart, Chief Product Officer at Gainsight, began the next phase of our keynote presentation on the subject of invention. With all the talk about the improvement of Zoom, Maksim brought on (virtually) Oded Gal, Chief Product Officer at Zoom, to explain the new Zoom integration on Gainsight’s platform.

Innovation 52

Innovation Chief Customer Officer 2021 NPS 52

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.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ChurnZero

MARCH 28, 2023

How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

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Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

CCO Council

MAY 20, 2014

Leverage the opportunity presenting itself and use it to mine information about customers, users, and even competitors and detractors. Chief Customer Officer Customer Centricity Customer Engagement Customer Insight' What are your thoughts? Who cares whether or not the CCO tweets?

Social Media 74

Social Media Chief Customer Officer Customer Centricity Call Center 74

CCO Council

NOVEMBER 2, 2017

Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” Why is this so low?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

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Technology Net Promoter Score Chief Customer Officer 2016 65