Customer Bliss

JUNE 6, 2018

The purpose of this work is to galvanize the organization to deliver experiences customers want to have again – to ‘earn the right’ to customer growth. Customer-focused actions are the reactions to survey results, an executive in the field getting direct customer feedback, or a letter that lands on someone’s desk.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. Listen to our conversation, here. Align with the Core Values.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Trends 59

Trends Chief Customer Officer Strategy Social Media 59

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

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. Value means you’re saving them time or money, which usually means money.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

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: Do you use surveys to measure success and value? .

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

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. This was a really great conversation.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Customer Bliss

OCTOBER 11, 2018

The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers. Customer Experience Creates Conversations When You Do it Differently. It’s an operational CX choice that earns conversations. In the best companies, the customers do the marketing.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Our conversation about scaling the CX role with just a 50 person staff is one everyone should hear! Look for measurements that aren’t just survey based, find the right, actionable measurements.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

SmartKarrot

JULY 15, 2022

Hotjar is a powerful customer journey mapping tool enabling CCOs to gain valuable insight into customer behavior. Hotjar contains various tools such as session recordings, feedback surveys, heatmaps and much more that can clearly understand user experiences and customer journey patterns.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10

Kerry Bodine

MARCH 8, 2017

The study, titled The Customer-activated Enterprise , stated, “We identified three key themes that will help you shape your organization’s future: Open up to customer influence, pioneer digital-physical innovation, and craft engaging customer experiences.” Well guess what?

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Many customers don’t realize they can choose a different energy provider.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

Gainsight

MAY 23, 2023

.” Bringing Digital Automation to Customer Success Nevertheless, enterprises are still investing in Customer Success. Among CS teams, 61% have responsibility for revenue growth, while 39% of companies have a Chief Customer Officer. He explains: “We don’t want to give up on Customer Success. .”

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

Customer Bliss

SEPTEMBER 6, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences. Share your conversations.

Chief Customer Officer 111

Chief Customer Officer How To Video Course 111

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. ” Conclusion.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. ” Conclusion.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

Gainsight

JUNE 11, 2021

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. Asking questions allows you to have better, more contextual conversations—but you need to ask the right ones. Transforming Customer Centricity.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer How To Roadmap 111

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Connections 190

Connections Company How To Chief Customer Officer 190

Customer Bliss

DECEMBER 6, 2018

, but with the emotions of the customer (“Am I having fun watching this video – or feeling impatient and frustrated?”),” and I couldn’t agree more. In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . Vishal and his team created a second survey that they distributed three months later.

System 162

System Hospitality Customer Experience Guest Experience 162

Customer Bliss

AUGUST 28, 2020

Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs. Click To Tweet.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Wootric CX Blog

MARCH 15, 2020

Budgets are being trimmed everywhere, and customer success and renewal conversations must be deeply empathetic to this. Step up your customer success initiatives. Listen to your customers even more carefully – and respond. Now is the time to double-down on understanding and improving the customer journey.

Company 125

Company e-support How To Chief Customer Officer 125

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ChurnZero

MARCH 28, 2023

In defining what customer engagement is, it’s also important to describe what it is not. Customer engagement is not the same thing as customer satisfaction. For example, it’s possible to have high engagement and yet have low satisfaction, or conversely low engagement and high satisfaction. NPS indicates customer loyalty.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

CCO Council

OCTOBER 28, 2017

Executive search firm Russell Reynolds surveyed 2000 C-level executives in 15 industries, asking them to describe the expected rate of digital disruption during the coming 12 months. My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind.

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. This allows customers to passively give direct feedback and you to collect real-time insights for customer segmentation. Product usage decreases.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. How do you create great service for such a complex system?

Transportation 129

Transportation Industry Management Guidelines 129

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Customer Bliss

FEBRUARY 7, 2017

Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects. From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. About Karen.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100

Customer Bliss

NOVEMBER 1, 2018

In today’s podcast episode, I’m revisiting conversations with two previous guests, Mary Winfield , VP of Customer Experience and Trust at Lyft , and Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

NOVEMBER 23, 2018

Eric joined Hertz with the responsibility of building out the company’s loyalty program, owning three different pillars of the work: the voice of the customer pillar, customer experience and brand activation teams, and loyalty programs. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143