CSM Magazine

SEPTEMBER 28, 2016

The President Emeritus, Colleen Barrett, has a favorite saying about Southwest Airlines: “We are a Customer Service Company; we just happen to fly airplanes.”. Apple’s sales per square foot are higher than Tiffany and Co.’s. Employees are supposed to focus on helping customers, not selling products. Based in Minneapolis/ST.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

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. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. It’s time to build some bridges. What a gift!

2020 250

2020 Net Promoter Score ROI Metrics 250

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

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 includes focusing the organization on one-company experiences. Unite your business’ leadership.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

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. Her love for being customer-focused was what helped drive her success at Dropbox, .

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 155

Customer Service Training Feedback Customers Customer Focused 155

ShepHyken

SEPTEMBER 22, 2021

Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., I recognize that they all have good leadership. A summary of the seven principles that will help your organization become even more customer-focused.

Culture 110

Culture Customer Centricity Sports Definition 110

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Hence, the the role of a chief customer officer (CCO) which we define this way.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Customer Bliss

APRIL 20, 2016

In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Customer Bliss

FEBRUARY 25, 2016

Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking. Your opportunity is to gain leadership’s attention to this simple definition of success.

ROI 135

ROI Customer Experience Leadership Metrics 135

ShepHyken

APRIL 14, 2021

Leadership should be there along with other employees with varied responsibilities, from sales, support, finance, and more. Answers like, “We have great customer service” are too vague and also something the competition is likely to say. The post Here’s How to Get Your Customers to Say, “I’ll Be Back!

Books 147

Books Customer Service Training Leadership Customers 147

Help.com

OCTOBER 13, 2014

With a team that’s totally wedded to the Apple culture, Cupertino doesn’t need to sweat the imitation Apple Stores now popping up with identical furniture and Apple gear for sale. Look around and you’ll see businesses focused obsessively on the short term: this month’s sales target or this quarter’s analyst projections.

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. MORE SALES! Customer Value X 2.72 Absurd, right?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

ShepHyken

NOVEMBER 30, 2020

(CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind. My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX. It could be training, an upgrade to software, etc.

Article 87

Article 2020 Customer Service B2C 87

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Sales 71

Sales Document Customer Success Communication 71

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

Chief Customer Officer 120

Chief Customer Officer Customer Experience Customer Centricity Marketing 120

CX Accelerator

JULY 1, 2020

A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. Nick’s background in sales, marketing and contact center solutions serves as the framework for his advanced expertise in the field of customer experience.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ShepHyken

AUGUST 19, 2019

My Comment: Someone once told me that if you chase profit over the customer, you may not get profit or the customer. But, if you chase the customer, you’ll most likely end up with both. The idea is that putting the customer before the sale is a good strategy. Satisfied customers or profit.

2019 120

2019 Article Customer Service Leadership 120

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Maier joins Calabrio with more than 20 years of enterprise software sales experience. Ryan Toben, SVP of customer success and sales operations.

Customer Success 52

Customer Success Contact Center Sales Customer Centricity 52

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Should Operations be the home for every B2B company’s customer experience leadership?

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Need a customer-focused speaker for your next event?

Events 223

Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. That has validity as a management approach, but not if you want to truly be a company focused on customer-driven growth.

Social Media 195

Social Media Leadership Customers Brands 195

Beyond Philosophy

NOVEMBER 27, 2017

There are nine orientation areas that we use to determine a company’s customer centricity level. Customer Strategy. Culture & Leadership. From senior management to “back office” staff, Natural companies believe everyone should interact with customers and have channels for this interaction to occur. Measurement.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

Experience Investigators by 360Connext

JULY 28, 2020

A customer-centric mindset often flies in the face of traditional business education and legacies. Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. They rarely include the word customer beyond discussing how to acquire them. What do we need to get there?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Customer Bliss

AUGUST 4, 2015

Product Power Core Resources and success metrics center on product development, not necessarily on customer focus. Sales Power Core Quarterly targets and sales goals pull the weight in the company. The ‘sale’ is the focus, sometimes at the expense of the rest of the experience. .

Hospitality 198

Hospitality Insurance Leadership Sales 198

Customer Bliss

APRIL 7, 2016

I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. How to drive effective managerial decision-making for customer-driven growth. Your goal is to move towards one-company leadership. Again: connect the silos.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. After a while, my role developed more down the sales route, looking after relationships with retailers.

Culture 105

Culture Measurement 2008 Books 105

Customer Bliss

SEPTEMBER 26, 2017

In short: the success of prior projects, especially if your organization is already customer-focused. Sandy had other titles, such as Customer Care Manager and a VP of Customer Success role. sales) and stakeholders (i.e. But still be vocal and share the needs back to the leadership level.” ”

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

Beyond Philosophy

NOVEMBER 10, 2014

Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

CX Accelerator

JULY 1, 2020

A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. Nick’s background in sales, marketing and contact center solutions serves as the framework for his advanced expertise in the field of customer experience.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182