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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Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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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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Customer Service Contact Center 2022 Magazine 251

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO). Every organization, leadership dynamic, employee culture, and business is different.

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Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

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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. But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. If that sounds familiar, it should.

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Customer Bliss

SEPTEMBER 26, 2019

These teams thrive when C-suite leadership plays an active role in guiding the build-out of the “beta” versions of these competencies. We typically divide up the leadership team, assigning them by competency. CX #customerexperience Click To Tweet. Use Headcount to Prove Value for the Business and Organization.

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Chief Customer Officer Customer Experience Leadership Customers 137

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.

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Customer Bliss

SEPTEMBER 4, 2018

Bob realized that as an organization, t here were some fundamental things missing in terms of influencing employees and customers to change at the core. This had to do a lot with leadership and how they were understanding customers at Manulife. Is Your CX Making a Noticeable Difference to Your Customers?

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Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

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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?

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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.

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Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

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Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Yamini tells that her leadership teams and C-Suite are all invested in being customer-focused.

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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. CX #EmployeeExperience Click To Tweet.

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Culture Chief Customer Officer Leadership Presentation 131

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.”. A Customer Leader has got to be able to make and prove this case to gain executive and board support.

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Chief Customer Officer Leadership Metrics Customers 216

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. Don’t lose your customers in the “silo Bermuda triangle.”

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Customer Bliss

MARCH 12, 2020

Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Bring the CFO, CMO, CEO—all the alphabet people—and do the customer math. But we also have to understand: how many customers did we lose? Volume and value.

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Measurement Chief Customer Officer Metrics Download 289

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. The power in converge moves you towards one-company, customer-driven leadership.

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Chief Customer Officer Leadership Books Reference 238

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

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CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business.

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Zeisler Consulting

AUGUST 17, 2021

How do you sell CX to leadership? And in the end, it’s not just my reputation as a CX professional (and Fractional Chief Customer Officer or CX consultant) that’s at stake: It’s the overall impression of CX as a profession itself. I’ve even written about it myself on several occasions.

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ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. Three Market Conditions.

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Customer Bliss

JUNE 13, 2018

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Is Your Leadership Commitment Real? Is it real, or is it Memorex?

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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. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

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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.

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Customer Bliss

JANUARY 4, 2019

He spoke to senior leadership (the C-Suite), frontline employees from in-patient nursing units, ambulatory clinics, nurses, care techs, and even environmental services workers. Alan did all of this listening, gathering of data, and presenting of his feedback within his first six months on the job.

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ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. This vision must be shared by your CEO and Senior Leadership Team.

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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.

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ClearAction

MAY 26, 2023

For specific recommendations, see my presentation from last week’s United States Customer Experience Awards’ CX Trend Talks. You’ll hear how to guide brand essence and unserved, underserved, and overserved customer growth. Get a sounding board for work you have underway.

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Customer Insights Insights Chief Customer Officer Leadership 62

Customer Bliss

OCTOBER 31, 2017

We both understand that in order to be successful in running a grassroots program you have to have the following: Experience running an operation that was successful and customer driven. Collaborative and deep relationships that already exist with the senior leadership team. What do You Know NOW that you Wish You Knew THEN?

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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.

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Airlines Customer Experience Chief Customer Officer Reference 176

Customer Bliss

DECEMBER 14, 2018

This focus on the customer first has really taken things to a new level for the organization, “to a level of maturity that’s well beyond what we ever could’ve done in the past. I would say timing, leadership and competitive pressures really have opened the door for us,” says Amanda.

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2018 Chief Customer Officer Culture Competitive Advantage 120

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. .

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2020 Chief Customer Officer Customer Success Leadership 52

Customer Bliss

JANUARY 10, 2019

CX #Leadership Click To Tweet. Michael Bair is a Senior Director of Member Experience who cares deeply about wowing customers, crushing goals, and developing future leaders. Michael has worked at everything from startups to Fortune 50 companies leading contact centers, inside sales, and customer service. About Michael Bair.

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Customer Bliss

APRIL 12, 2019

Monica shares some of the steps taken to engage their employees: Build a customer commitment statement : This statement is rolled out to employees to unite the organization under a shared promise. Share messages from leadership : Leadership has recorded video vignettes sharing why the customer focus is so important and what it means.

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Customer Experience Chief Customer Officer 2017 Leadership 162

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. How Does the C-Suite Define Success? What do they consider success?

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