CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

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Chief Customer Officer Customer Centricity 2003 Competitive Advantage 85

Customer Bliss

OCTOBER 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer. Click To Tweet.

ROI 120

ROI Chief Customer Officer Financial Call Center 120

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Manage priority experience processes proactively to earn customer growth.

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Chief Customer Officer Leadership Definition Metrics 135

eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). Collaboration between the [.]

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Chief Customer Officer Customers Customer Experience CEM 136

Customer Bliss

JANUARY 17, 2020

It’s not the ROI that drives people, it’s the integrity, the growth and how they grow. In my first role as Chief Customer Officer at Lands’ End , founder Gary Comer said to me, “You’re the conscience of the company. Hire good people , trust them, and put them in a position to make the call.

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Chief Customer Officer Banking ROI Blog 327

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

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Customer Centricity ROI Measurement Chief Customer Officer 75

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. In order to drive your CX work, you and your CCO have to be on the same page.

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Chief Customer Officer Customer Experience ROI Customer Centricity 185

ClearAction

JANUARY 8, 2024

Higher growth, with sustained upward trends, result from customer-aligned organizations. 24 Ways to Boost 2024 CX ROI. Customer-centric organizations respect the hand that feeds them. In your enterprise: Does everyone recognize customers as the source of their budgets and salaries? Business as usual is not ROI-generating!

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Customer Centricity Insights ROI Chief Customer Officer 62

ClearAction

MAY 25, 2023

Author Lynn Hunsaker is Chief Customer Officer at ClearAction Continuum: virtual mentoring for automatic experience excellence. ClearAction Continuum newsletter : weekly CX ROI lesson and roundup of what’s new and upcoming. Article originally published on LinkedIn.

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Customer Experience Chief Customer Officer Leadership ROI 118

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

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Connections Chief Customer Officer E-support Events 52

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

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Customer Centricity ROI Measurement Chief Customer Officer 85

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

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Chief Customer Officer Customer Success B2B Consulting 170

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

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Customer Service Chief Customer Officer ROI Social Media 52

ClearAction

APRIL 13, 2023

Championing brand integrity is the ideal purpose of Chief Customer Officers. Related articles: CX Annuities Solve CX ROI & Tenure Dilemmas 23 Customer Experience Practices to Stop in 2023 The post Brand Integrity and Your Ideal Customer appeared first on ClearAction Continuum Experience Leadership.

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Brands Chief Customer Officer Loyalty Programs 2023 62

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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Chief Customer Officer 2017 ROI Leadership 111

Customer Bliss

NOVEMBER 3, 2016

If you are regularly engaging leaders in a customer room, the customer analysis can flow from there — and, as an additional bonus, the silo structure that often stunts growth can fade away. The power of the customer room: Visual storytelling. The customer room is set up as an experience.

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Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Wootric

JANUARY 6, 2021

Guided by input from our customers, we invested in omni-channel feedback collection, AI-driven customer journey analytics, and native integrations with the modern tech stack — all the while staying true to the flexible, lightweight, user-centric approach to CX improvement that businesses expect from Wootric. .

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Innovation Net Promoter Score Chief Customer Officer 2021 105

SmartKarrot

DECEMBER 3, 2020

One such that we are talking about is the difference between Chief Customer Officer and Head of Customer Success. Both strive to bridge the gap from a company’s point to interact with a customer. Chief Customer Officer is a relatively new term in the CS space, but it is accelerating in its popularity.

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Chief Customer Officer Customer Success Metrics Return on Investment 10

Customer Bliss

NOVEMBER 1, 2018

Tactic 5: Assess your Employee ROI. When looking at ROI as it relates to people, Carolyne looked at data from the HR team to understand employee churn. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. This was a major improvement within their culture.

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Employee Experience ROI Chief Customer Officer Culture 175

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. He or she tracks the data that proves the ROI of CX works. While there’s no magic answer, there are some proven principles to follow. First, there should be a centralized CX function in your organization.

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Net Promoter Score Chief Customer Officer Metrics Innovation 247

Experience Investigators by 360Connext

MARCH 8, 2018

A formal CCO (Chief Customer Officer) or CEO (Chief Experience Officer) is not important by title, but by the role they play in connecting the departments and employees of a company to create a unified, effortless, distinguished customer experience. You’re in charge of #CX!'”

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Marketing Net Promoter Score Customer Journey Mapping Chief Customer Officer 125

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. All of this grows Customer Lifetime Value.

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Metrics Effort Score ROI Chief Customer Officer 62

ClearAction

MAY 26, 2023

Redirect your experience strategy to this sensible approach by encouraging all experience managers (customer, employee, partner experience) to learn the full spectrum of skills needed: Foundational , Intermediate , Ongoing. ClearAction Continuum newsletter : weekly CX ROI lesson and roundup of what’s new and upcoming.

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Customer Insights Insights Chief Customer Officer Leadership 62

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.

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Leadership Chief Customer Officer Social Media Loyalty 120

CCO Council

APRIL 16, 2014

For the last four years, I have examined the role of the Chief Customer Officer to understand the context within which CCOs are functioning and the future of the role, specifically as these relate to the development and execution of potential CCO career strategies. The average chief customer officer tenure increased again to 34.5

2014 74

2014 Chief Customer Officer Fashion ROI 74

Customer Bliss

MAY 2, 2019

Once a CSM was in place, she was able to really scale and grow the customer base. Rosalyn talks about the customer delight approach, which people talk about a lot. However, at Allovue, they didn’t see much of an ROI with this method. Rosalyn Curato is Chief Customer Officer at Allovue.

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Chief Customer Officer Financial Consulting Customer Retention 149

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

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2024 Customer Success Chief Customer Officer 2023 52

CCO Council

NOVEMBER 2, 2017

CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” One reason is that some customer executives struggle to demonstrate quantifiable ROI for customer initiatives. Why is this so low? And that’s a compelling argument.

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Customer Engagement Chief Customer Officer Engagement ROI 45

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer 2019 Customer Success Leadership 53

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. The ROI is there.

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Customer Success Net Promoter Score Chief Customer Officer Leadership 0

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. That starts with the right solutions. .

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Customer Success Net Promoter Score Chief Customer Officer Leadership 97

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.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI.

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ROI Measurement Customer Success Return on Investment 10

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business. And why?’. “Of

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Chief Customer Officer Leadership ROI Webinar 40

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. and Chief Customer Officer 2.0.

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Feedback CEM 2001 Chief Customer Officer 54

Gainsight

APRIL 21, 2022

Kellie Capote, Chief Customer Officer at Gainsight, weighed in on why companies were relying on the CS team to achieve goals in this area. The likelihood customer success will improve business performance. The future value of a customer success program. Use real data to build out the business case.

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Customer Bliss

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 2 – Connect ROI to Growth. They needed to gain a deeper understanding of what the experience was like for customers.

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