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. Simply put, if tracking and reporting of your VoC metrics is the end of your work, you’re doing it wrong. What a waste of resources and a lost opportunity!

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

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.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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'

Metrics 77

Metrics 2014 Chief Customer Officer Webinar 77

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.”. Guerilla Metrics. A Customer Leader gets the customer on the agenda of every key meeting.

Chief Customer Officer 216

Chief Customer Officer Leadership Metrics Customers 216

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

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.

Chief Customer Officer 10

Chief Customer Officer B2B Innovation Feedback 10

Customer Bliss

SEPTEMBER 15, 2016

Again, this is about moving away from silo-by-silo, survey-by-survey, controlled-and-owned metrics. Present information from multiple sources by stage of experience: This is the true game-changer, as issues and opportunities now shift to always being in reference to customers. Build one-company categorization of issues.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

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.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

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

JANUARY 19, 2017

So, the first solution is this: you need to think about your customer-centric strategy as crawl, walk, run. There are milestones along the way ( much more on this in Chief Customer Officer 2.0 ). . Determine who the customer(s) is. Figure out metrics that would show that customers’ lives are improving.

Customer Centricity 182

Customer Centricity Chief Customer Officer Metrics 2016 182

Customer Bliss

OCTOBER 31, 2017

Some other sources of assistance were: The Customer Experience Professionals Association , Delivering Happiness by Tony Sheih, and my very own, Chief Customer Officer (and no, I did not ask her to plug me during the interview, I’m ever so thankful that she did read it though!). People in the c-suite love it.”

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

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. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 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 111

Chief Customer Officer Social Media Feedback Customers 111

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 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.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

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.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

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

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 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

Customer Success 70

Customer Success Chief Customer Officer 2020 2021 70

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

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.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. Especially in the early stages, make suggestions for meetings and events that the CCO should present at, participate in, or be invited to.

Leadership 111

Leadership Engagement Chief Customer Officer Roadmap 111

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

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

Customer Bliss

SEPTEMBER 4, 2018

When presenting his feedback to leaders, it was important to do so in a conversational way. To Bob, sharing feedback through slide presentations wouldn’t be relatable to his audience. Ground customer feedback in real stories. Be specific around what makes a difference to the customers. Metrics are key.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

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.

Chief Customer Officer 91

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

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. If you say “We love our customers!” ” and then you release products before customers have given feedback to make your sales quarter? Well, then … you don’t love customers. You love sales metrics.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. In some cases, the two roles might be combined though.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Customer Bliss

APRIL 12, 2019

With the understanding of this driving force, it’s up to the council to then act on the following: How do the customers rate us in this regard? Look at operational metrics and gap analysis. How are they communicating with customers? You need to know how you’re performing. How timely are we? And that was so impressive.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership.

Brands 65

Brands Chief Customer Officer Contact Center Insights 65

Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Tip #8: Report on customer service metrics at company meetings. The same is true with metrics.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics Sales 91

Eptica

JUNE 17, 2016

One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. In this post I’m going to talk about each of them based on Eptica’s own experiences of working with customers across the world.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Customer Bliss

MAY 5, 2016

Cross-functional teams and the ‘three-hump camel’ In my book Chief Customer Officer I refer to these cross-functional teams as building a “three-hump camel.” And my podcast show is examines and provides you with from-the-trenches examples of how they do it and challenges they face.

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183