Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.

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Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way.

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Culture Customer Centricity Customer Journeys Company 197

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

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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. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

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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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Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. million people in the state.

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ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

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Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. I hold nothing back.

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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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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.

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TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures.

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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.

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Customer Guru

MARCH 15, 2018

In this exclusive interview with Customer Guru, Mr. Michels discusses the need of building a customer-focused culture in every organization as customer experience has become the key brand differentiator. How have you seen the concept of customer experience evolve in these years?

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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. Look for language around leadership engagement, culture, and that your role is defined beyond tactics. People (and organizations) don’t change overnight to suddely become customer-focused.

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Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

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Leadership Chief Customer Officer Handbook Social Media 110

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.

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Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show.

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Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

CX Journey

OCTOBER 3, 2017

they heard about successful brands that talked about (and focused on) employee experience, customer experience, customer-centric culture, customer-focused culture, and other key words and phrases that linked to business outcomes such as employee retention, customer retention, and revenue growth.

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C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? According to this article in Forbes, the responsibilities of a CCO are to: Bring The Customer To Life.

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Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Click To Tweet.

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Customer Bliss

OCTOBER 31, 2019

As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. I think anybody in a CXO type of role, or customer-focused type of role really has to hone being empathetic.”

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Customer Bliss

JANUARY 17, 2019

Lisa is a customer-focused business leader using her experience across operations, marketing, communication, and business development to drive change. I am a passionate customer advocate focused on driving value through improved customer experience. CustomerExperience #CX Click To Tweet. About Lisa Henken Ramirez.

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ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

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ClientSuccess

NOVEMBER 2, 2020

Hosted by five-time Chief Customer Officer Jeanne Bliss, the Human Duct Tape podcast is the best of both worlds: engaging podcast and customer success strategy. The Human Duct Tape Show Podcast.

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ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

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Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

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Customer Bliss

APRIL 12, 2019

Monica shares that she found her purpose doing customer experience work, and after creating a new customer-driven culture in her prior position at JEA (an electric utility company), she was looking forward to leading a CX transition from the ground up. 3-Stage Approach to A New CX Transformation.

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Forrester

APRIL 3, 2017

At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. How have your customers' needs evolved?

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Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. But it’s very different than being a customer-driven company. Much of it comes down to this, too: “customer culture” is talked about by many leaders, but most organizations get it wrong.

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ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. For information contact or www.hyken.com.

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Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Techniques for getting customer information. Episode Overview. Storytelling’s importance.

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Customer Guru

DECEMBER 13, 2017

Referring to the CX Network research cited above, it confirms that building a customer-first culture, linking CX initiatives to ROI, and understanding the customer are the top three challenges faced by companies in 2017. Depending on the kind of business, some departments might have zero interaction with the end customer.

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SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). She is now Chief Customer Officer at ClearAction Continuum.

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Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

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Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. She is known globally for transforming businesses to earn customer-driven growth. Jeff helps clients develop customer-focused cultures.

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CCO Council

MARCH 13, 2016

Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. Chief Customer Officers (CCOs) are stuck in groundhog day: dealing every day with an endless stream of apologies, billing statement credits, and service recovery efforts.

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