GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . There are dozens of possibilities.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. Practice mindful leadership.

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Chief Customer Officer Customer Experience Leadership Innovation 133

Gainsight

NOVEMBER 3, 2021

It used to be that you couldn’t name a SaaS company that I didn’t know. And companies and investors have realized that Net Retention – keeping and growing your existing clients – is the number one driver of shareholder value in SaaS businesses. Because of this, 100% of SaaS companies are investing in Customer Success.

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Chief Customer Officer Company Customer Success Sales 59

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

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Chief Customer Officer Self Service Effort Score Leadership 52

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. She has witnessed the evolution of customer experience and is very authoritative on the subject.

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Customer Journeys Policies Customers Analysis 92

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. She believes the ease of those B2C transactions is influencing how B2B companies need to do business.

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Chief Customer Officer Customer Journeys B2B B2C 118

Blake Morgan

FEBRUARY 21, 2023

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. The challenge, like many other companies, is knowing which metrics to prioritize and measure. Those key drivers determine the customer experience.

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Chief Customer Officer Metrics Measurement Management 52

Customer Bliss

MARCH 14, 2017

She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company. Customers always have ideas: Every software company deals with this.

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Chief Customer Officer Sales Customers Measurement 219

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Start with defining the customer journey. Hedgpeth shared that the first thing a customer success leader should do when joining a new company is create the journey map.

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Customer Journeys Tips Chief Customer Officer Healthcare 62

Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow.

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Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Competency Three: Build a Customer Listening Path – Seek input and customer understanding, aligned to the customer journey. Jeanne Bliss.

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Chief Customer Officer How To Leadership Customer Experience Professionals 120

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. Others are less “optimistic,” saying that companies stand to lose up to $1.6 What Is a CCO?

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Chief Customer Officer Customer Centricity Call Center Metrics 83

SmartKarrot

JULY 15, 2022

A customer journey is defined as the entire experience that a consumer has while communicating with your business. Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. The Top 10 Customer Journey Mapping Tools for CCOs: 1.

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Customer Journeys Chief Customer Officer Tools User Experience 10

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. What did they value? What made them happy?

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Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

MAY 18, 2016

In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth.

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Chief Customer Officer Leadership Customer Journeys Customers 79

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. Elevate customer growth/loss as a success metric of the business.

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Chief Customer Officer Customer Journeys Leadership Metrics 135

Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. Totango recently launched Spark, our new goal-oriented platform to drive better results faster.

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Chief Customer Officer Conference Customer Centricity Customer Success 55

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

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Chief Customer Officer Contact Center Analysis Customers 48

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

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Customer Experience Chief Customer Officer Culture Customer Centricity 162

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).

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Customer Experience Chief Customer Officer Report Culture 260

Experience Investigators by 360Connext

MARCH 8, 2018

It advertises, but does not build a relationship between companies and their customers. Make it a customer experience—the kind of marketing that builds sales and profitability by being authentic, genuine and in the best interest of customers. Marketing plays a role in customer experience (and vice versa.).

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Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

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. And that means building a one-company approach to business strategies. It includes focusing the organization on one-company experiences.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Identify the Company’s Goals 2. Map Your Current Customer Journey 3. What does the company want to achieve? And it will make it easier to build strong relationships and a strong culture of customer centricity. And so on.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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. Prevent Siloed CX Work at Large Scale Companies.

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Chief Customer Officer Feedback Customer Journeys Leadership 152

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

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Chief Customer Officer Customer Centricity Call Center Metrics 132

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

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Customer Journeys Measurement Report Management 94

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. How to Build Your Customer Driven Growth Engine.

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Customer Bliss

AUGUST 31, 2018

Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts. As with many of our other customer experience leaders , John spent a majority of his time listening to and learning from other colleagues.

Customer Journeys 120

Customer Journeys Chief Customer Officer Leadership Meeting 120

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Go around the company, talk to peers. Listen and Understand How You Can Provide Value.

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Chief Customer Officer Customer Journeys B2C Roadmap 131

Customer Bliss

NOVEMBER 17, 2017

How does your company incorporate its mission statement? Most importantly, do employees know it and use it to improve customers’ lives and earn the right to growth? Simply put, your clarity of purpose must guide operating decisions; it needs to be crafted with the customers’ journey at its core * (Tweet this). .

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Chief Customer Officer Customer Journeys Case Study Customers 129

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Go deep on the company’s background. People (and organizations) don’t change overnight to suddely become customer-focused. The following is a lightly edited transcript of the video below.

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Chief Customer Officer Customer Journeys How To Leadership 135

Customer Bliss

NOVEMBER 22, 2016

It takes customer centered leadership to make the vital touch-points work in harmony to deliver your brand promise and provide a seamless customer journey. My specialty is bringing the customer journey to life inside the enterprise, empowering employees and transforming the culture. Deep roots.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

Customer Bliss

NOVEMBER 3, 2016

We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. ” Basically, this is the major benefit of a customer room: it will become a tangible depiction of your customers’ journey with you. Aided listening.

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Analysis Customer Journeys Chief Customer Officer ROI 100

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.

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Chief Customer Officer Customer Centricity Metrics CRM 92

Customer Bliss

JANUARY 3, 2018

Have you listened to The Chief Customer Officer Human Duct Tape Show ? From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs. .”

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Leadership Customer Journeys Chief Customer Officer How To 188

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Customer Bliss

AUGUST 31, 2018

Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts. As with many of our other customer experience leaders , John spent a majority of his time listening to and learning from other colleagues.

Customer Journeys 100

Customer Journeys Chief Customer Officer Leadership Meeting 100