Customer Bliss

AUGUST 10, 2018

Having an in-house customer room can help get you out of the fray of the silo-by-silo projects and report-outs, and they unite leaders for regular and customer experience accountability. The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus. #CX

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

Customer Bliss

MARCH 3, 2016

Each competency’s success recipe includes three leadership behaviors to drive transformation: 1. Unite the leadership team. Leaders must become consistent and united in how they use the framework, which enables them to focus and prioritize the work of the organization. Give Permission: Drive Accountability.

Customer Journey Mapping 120

Customer Journey Mapping Leadership Customer Journey Touchpoint 120

customer sure

MARCH 18, 2024

Whilst it’s important to gather ‘enough’ feedback to have confidence in your decisions; trying to artificially increase your feedback volume can — at best — reduce its overall quality, and — at worst — negatively impact satisfaction scores! Ensure goals will drive an increase in your bottom line. Agree roles and responsibilities.

Touchpoint 62

Touchpoint Return on Investment Competitive Advantage Feedback 62

Customer Bliss

DECEMBER 29, 2015

These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Know the growth or loss of your customers. Identify priorities to drive united focus.

Chief Customer Officer 111

Chief Customer Officer Culture Customer Journey Leadership 111

Customer Bliss

FEBRUARY 11, 2016

The difference between burning out and thriving as a CCO comes down to: Driving growth. Achieving clarity for your role and leadership’s required involvement. The shifts in your leadership’s thinking and behavior will determine how well the five competencies can be embedded to transform your business.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Culture 135

Customer Bliss

DECEMBER 29, 2015

These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Know the growth or loss of your customers. Identify priorities to drive united focus.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journey Leadership 100

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 2: Align Around Experience.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

Customer Bliss

OCTOBER 24, 2019

Mastercard, Neiman Marcus, and many others have added this high-level position to their C-suite as well, increasing their focus on customer growth and relationships. I’d say this is an indicator that a senior-level role with a focus on customer growth is in demand. Prepare Yourself to Move Around Different Industries.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Customer Bliss

FEBRUARY 9, 2018

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. Build a Customer Journey Map to Make CX Tangible to Leadership and Staff.

Customer Journey Mapping 190

Customer Journey Mapping Customer Journey Chief Customer Officer Workshop 190

Customer Bliss

FEBRUARY 2, 2016

Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. Embedding competencies into the organization will disrupt deeply rooted silo based operations and leadership. UNITE AND BUILD. This work hinges on c-l-a-r-i-t-y.

Chief Customer Officer 111

Chief Customer Officer Leadership Touchpoint Metrics 111

West Monroe

JANUARY 18, 2024

Across industries, the prospect of pursuing a merger is a means to unlock new avenues of growth, amplify a company’s competitive edge, and even enhance their overall business standing. Price volume mix: This analysis is used to understand what’s driving revenue growth/decline between change in price, volume, and mix.

E Commerce 52

E Commerce E-support 2024 ROI 52

ClearAction

NOVEMBER 16, 2023

Evidently, senior leadership teams and boards of directors are unaccustomed to using VoC to navigate shifting market needs. The single-page strategies that resulted were published quarterly by my team for the senior leadership team’s quarterly calls with Wall Street analysts. Outline: 1. Voice of Customer Maturity Today 2.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

Customer Bliss

JANUARY 12, 2017

.” You won’t necessarily be making the big money at the “crawl” stage — few do — but “crawl” is necessary before you can run, which is where the revenue growth starts to be seen. Unite and build. It’s about gaining leadership clarity and commitment to what you’re going to do.

Chief Customer Officer 197

Chief Customer Officer 2017 Leadership Customers 197

Thematic

MARCH 27, 2024

They ensured every department were given the data and analytics to make better decisions. With Thematic Answers we quickly get context for business issues, hearing it in the customer’s language The leadership team responded by forming a cross-functional task force. You become the hero our customers need.”

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Customer Bliss

FEBRUARY 4, 2016

Grace and wisdom guide decisions of beloved companies toward accepting responsibility and resolving the situation when the chips are down—not accusations and skirting accountability. It unites the organization in building a framework for “earning the right” to customer asset growth. Drive Accountability to Journey Stages.

Chief Customer Officer 160

Chief Customer Officer Customer Journey Leadership Connections 160

Customer Bliss

MARCH 18, 2020

Growth through admirable acts will define companies and people now. We are united in our humanity and in how we respond in this moment. Here are 3 areas of leadership and humanity to consider for your business now: 1. Their people are the flag bearers for these decisions. Show Your Kindness.

Financial 215

Financial Healthcare E-support Hospitality 215

Customer Bliss

JANUARY 18, 2018

Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth. She had to unite leadership and teams in understanding the term definitions, the source of the information, and implications of the data. .

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

APRIL 27, 2017

After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. In my mind, this is what needs to happen: Companies need a good handle on what really drives their business now and what could drive it in the future. You need data that relates to your priorities and growth. .

Omnichannel 166

Omnichannel 2025 2020 Airlines 166

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. Analytics are Driving the Data-Driven Approach. Where ‘data driven’ has become the business mantra of this era, analytics is the driving force behind it.

Contact Center 64

Contact Center Leadership Insights Technology 64

Customer Bliss

OCTOBER 20, 2016

Part of it — a large part — is about practicing one-company leadership. Prevent double talk: Unite the leadership team. If the leadership team is not united, the customer experience will be fragmented. Who makes the decisions? This happens, normally, in a three-step process.

Leadership 148

Leadership Culture 2016 Metrics 148

BirdEye

FEBRUARY 23, 2024

While operating independently, they’re united by a common goal: the organization’s success. It is the lifeline of every organization for smooth operation and growth. USP: Generates collective ideas, drives collaboration, and aligns group efforts. Why is business communication important?

Communication 64

Communication Multi-Channel Culture Social Media 64

Customer Bliss

DECEMBER 6, 2016

She partners closely with our executive team to drive a persistent focus on the most critical customer initiatives, investments and strategies. She ensured decisions were communicated and that action items were coordinated between divisions and completed. Now Camille had the leadership mandate and engagement. Priorities!

Chief Customer Officer 120

Chief Customer Officer Return on Investment Leadership Hospitality 120

Customer Bliss

DECEMBER 17, 2015

Companies that transform how they grow do so because they think about the customers at the end of their decisions. Give Leaders a Framework to Drive Accountability. By looking comprehensively at what the company delivers stage by stage, the customer journey map enables leadership to make choices. Conclusion. Click To Tweet. .

Customer Journey Mapping 120

Customer Journey Mapping Customer Journey Leadership Touchpoint 120

Customer Bliss

DECEMBER 6, 2016

She partners closely with our executive team to drive a persistent focus on the most critical customer initiatives, investments and strategies. She ensured decisions were communicated and that action items were coordinated between divisions and completed. Now Camille had the leadership mandate and engagement. Priorities!

Chief Customer Officer 118

Chief Customer Officer Return on Investment Leadership Hospitality 118

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The intent of this position may be growth, churn reduction, lifetime value, brand differentiation, and/or similar aspirations. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Customer Bliss

JANUARY 19, 2016

To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points. For example, in the automotive business, the test drive experience is pivotal to the car buying decision. But most automakers only measure the end result – number of units sold.

Touchpoint 111

Touchpoint Automotive Innovation Leadership 111

SurveySparrow

JUNE 30, 2023

They serve as the driving force behind creating positive interactions and building long-term customer loyalty. Share feedback and insights to drive necessary improvements. #4 They should be able to identify patterns, uncover insights, and make data-driven decisions to improve the customer journey. Their primary goal?

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

NetBase

JANUARY 28, 2020

The enhanced platform will deliver clear, real-time and actionable results so that customers can distinguish between critical and non-essential business issues, ultimately empowering them to make smarter, data driven decisions quickly and efficiently. Leadership View: The NetBase Quid Difference. Learn more at netbase.com. ABOUT QUID.

Social Media 124

Social Media Airlines 2010 Leadership 124

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. Analytics are Driving the Data-Driven Approach. Where ‘data driven’ has become the business mantra of this era, analytics is the driving force behind it.

Contact Center 52

Contact Center Leadership Insights Technology 52

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

JANUARY 19, 2016

To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points. For example, in the automotive business, the test drive experience is pivotal to the car buying decision. But most automakers only measure the end result – number of units sold.

Touchpoint 100

Touchpoint Automotive Innovation Leadership 100

Customer Bliss

JANUARY 19, 2016

To drive customer asset growth, leaders need to care about and require reliable operational performance in key customer intersection points. For example, in the automotive business, the test drive experience is pivotal to the car buying decision. But most automakers only measure the end result – number of units sold.

Touchpoint 100

Touchpoint Automotive Innovation Leadership 100

Customer Bliss

DECEMBER 17, 2015

Companies that transform how they grow do so because they think about the customers at the end of their decisions. Give Leaders a Framework to Drive Accountability. By looking comprehensively at what the company delivers stage by stage, the customer journey map enables leadership to make choices. Conclusion. Click To Tweet. .

Customer Journey Mapping 100

Customer Journey Mapping Customer Journey Leadership Touchpoint 100

Customer Bliss

MARCH 18, 2020

Growth through admirable acts will define companies and people now. We are united in our humanity and in how we respond in this moment. Here are 3 areas of leadership and humanity to consider for your business now: 1. Their people are the flag bearers for these decisions. Show Your Kindness.

Financial 130

Financial Healthcare E-support Hospitality 130

Gainsight

JANUARY 26, 2022

Most of all, they help decision-makers understand how CS impacts value and revenue. . They know the customer’s health and the indicators of portfolio growth. They also own the responsibility to ensure the Sales rep has all the information required to close the opportunity and drive it. Success breeds success.

Sales 111

Sales Customer Success ROI Customer Centricity 111

Circular Edge

MARCH 28, 2023

Agile finance shifts mindset and focus away from data creation and gatekeeping toward higher-value decision-making and partnership with business leaders. Agile organizations are flatter than traditional hierarchical ones, typically eliminating midlevel management from decision-making.

Financial 52

Financial Culture Competitive Advantage Innovation 52

Circular Edge

MARCH 28, 2023

Agile finance shifts mindset and focus away from data creation and gatekeeping toward higher-value decision-making and partnership with business leaders. Agile organizations are flatter than traditional hierarchical ones, typically eliminating midlevel management from decision-making.

Financial 52

Financial Culture Competitive Advantage Innovation 52