Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). What companies outside of our industry do we love doing business with?

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Customer Bliss

NOVEMBER 22, 2016

Before Carol shifted up the chain at Dow Corning, for example, she had been managing a $400M section of the company. Your focus is on customer and employee experience. One aspect that unites all CCOs (that I’ve worked with) is this greater focus on experience, both internal (employee) and external (customer).

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

CX Centric

MAY 28, 2019

During our October addition of CX Centric Conversation, we explored how co-creating the employee experience could be used to drive business growth. Sharon Boyd, Chief Customer Officer from MKL Innovation, opened the session with a very powerful keynote. Driving Growth through Employee Experience Management.

Employee Experience 40

Employee Experience Chief Customer Officer Culture Innovation 40

CloudCherry

MARCH 8, 2019

Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. She is specialized at both customer success and customer advocacy in both post-sales and product functions.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Customer Bliss

SEPTEMBER 26, 2019

You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience. Ultimately, headcount affects employee experience which affects your customers. Headcount allows you to have more order and structure within your organization.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Resources 137

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Uniting your company across teams is about having clarity of purpose and instituting a code of conduct that forms the backbone of your approach. View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

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. Foster Good Employee Experience. Listen to our conversation, here.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Customer Bliss

DECEMBER 28, 2018

Today’s “Best of 2018” episode features Patricia Pedhom Nono , who was previously the general manager of customer service & customer experience at MTN Cameroon , one of the biggest telecommunications companies in Africa. Employee Experience Trickles Down to Customers.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Wootric CX Blog

JANUARY 6, 2021

Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience. This next step in our evolution means great things for our customers and other businesses seeking a modern approach to CX improvement. .

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. You’d want the company to honor your decision because you had gathered more facts to guide its outcome than could be covered by the standard blanket policy. View this post on Instagram.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Focus on the Customer Value. Be their partner.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

ClearAction

APRIL 13, 2023

Marketing and Sales earnestly establish value propositions: what your brand promises customers will receive and what they’ll pay (money, time, etc.). You’re dependent on the rest of your company to deliver your brand promise. Championing brand integrity is the ideal purpose of Chief Customer Officers.

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

Customer Bliss

MARCH 28, 2018

Invest Deeply in Listening to Your Customers. Lexi Reese is the Chief Operating Officer at Gusto, a B2B company that offers fully integrated online HR services to handle payroll, benefits and more. Implementing a Customer Success Strategy is a Cultural Transformation. CXO Career Trajectory in Tech, with Lexi Reese.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 96

Chief Customer Officer Telecommunications Employee Experience Measurement 96

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Either they had worked for you before or you had peripheral experience.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Customer Bliss

AUGUST 3, 2018

How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

OCTOBER 25, 2018

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. He mentions that each of their areas of ministry had a heart for guest experience and wanted to implement a change.

System 162

System Hospitality Customer Experience Guest Experience 162

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Customer Bliss

JANUARY 18, 2018

. “I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. Be Deliberate About Crafting the Customer Experience.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

ClearAction

JULY 28, 2023

If your team is positioned to be an ally to the success of every work group, then they are more receptive to customer insights and engagement in your initiatives. Your CX team must have skills to foster holistic customer focus across the entire organization. Customer focus must be designed with empathy.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Beyond Philosophy

MAY 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap. In there we get the experiential metric.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

ECXO

APRIL 26, 2023

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). It also sits with the Chief Design Officer (or equivalent). How does this all work in reality?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

ClearAction

JANUARY 8, 2024

They are obsessively consistent about how each organization’s thinking and decisions must align to customers’ well-being. They see customers’ prosperity as their path to prosperity — in their career happiness, company growth, and investors’ preferences.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 48

Chief Customer Officer Telecommunications Employee Experience Measurement 48

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s Daily Dose, I want to share a story with you that helps illustrate what wonderful things can happen when companies empower and encourage their employees to act with this concept in mind.

Chief Customer Officer 149

Chief Customer Officer Video Innovation Course 149

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

AUGUST 23, 2018

Starting off as a customer insights manager with a degree in engineering, Anand shares how this role gave him an opportunity to understand more of the inner workings of the company and use his analytical skills to bridge gaps and problem solve. C2C now has an internal customer service week once a year.

Transportation 129

Transportation Industry Management Guidelines 129

Gainsight

JUNE 2, 2022

Not only do they provide companies with the right software and support to scale their business, but they were also voted the #4 place to work by Glassdoor in 2021. Hubspot is an incredible organization that understands both the customer and employee experience. Their company is all about connection. .

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

B2B 40

B2B Report Chief Customer Officer Analytics 40

Customer Bliss

MAY 5, 2016

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The Customer Leadership Executives on the show talk about how they bring together the silos and multiple priorities to create a one-company experience that earns the right to customer-driven growth.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

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. You actually cost the company more money because you call again and hope for a better outcome.”.

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. What did the first 1-2 months of Francis’s job look like?

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111