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.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

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. Establish one-company journey maps and identification of priority experiences.

Chief Customer Officer 135

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. Measure Customer Health Along the Journey.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

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). Every organization, leadership dynamic, employee culture, and business is different.

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

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?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

JUNE 6, 2018

It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth. The role of the Chief Customer Officer is to unite leaders and the organization in building a one-company version of their customer journey. To emulate culture, people need examples. They need proof.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

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. What are things you would always do for customers?”

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. And it will make it easier to build strong relationships and a strong culture of customer centricity. How many different ideal customers (personas) we have? Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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

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.

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

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.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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. ” Operational performance and people performance can be aligned better via this type of customer journey mapping.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

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.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

NOVEMBER 3, 2016

The power of the customer room: Visual storytelling. Grab a hard copy of my book Chief Customer Officer 2.0 and flip on over to page 175. The customer room is set up as an experience. It’s a way for your leaders and organization to step through customers’ lives. Aided listening.

Analysis 100

Analysis Customer Journeys Chief Customer Officer ROI 100

Customer Bliss

DECEMBER 6, 2018

With these leaders all representing different countries, Alvin had to find similar factors between the leaders’ maturity assessment so he could start journey mapping. There’s a style about the way we serve customers with passion. So they came up with Flow Style, which is a simplified version of the customer journey.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006).

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Customer Bliss

MARCH 8, 2018

I found it interesting to hear that Charlotte took this approach, especially considering that more articles are being written about integrating marketing and customer service. Formalize Customer Research and Build a Customer Journey Map. As the customer, what are you experiencing?”

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Customer Guru

MARCH 15, 2018

Michels discusses the need of building a customer-focused culture in every organization as customer experience has become the key brand differentiator. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture.

Culture 85

Culture Customer Experience Customer Service Customer Centricity 85

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Successful Chief Customer Officers need to deliberately build a plan of action in the early years. Agree and gain alignment on the customer journey. Market hope.

Chief Customer Officer 100

Chief Customer Officer Leadership Resources Culture 100

Alida

MARCH 10, 2017

Failure to listen to customers. Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

NOVEMBER 10, 2020

Chief Customer Officer at Ericsson CXPA Board Member. Those new delivery methods and updated customer journeys required leaders throughout any business to work closely and quickly to solve problems. Related Article: The Four C’s of CX Culture: How Well is Your Organization Doing? – Tabitha Dunn.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. First, we’ll hear from Kathy Tobiasen , the Vice President of Customer Experience at The Nature’s Bounty Company.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

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

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

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. Francis created an internal messaging board to document customer interactions.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Customer Bliss

SEPTEMBER 1, 2016

Strategy is long-term vision for an organization or a customer journey. If you want to improve the business engine at your company and gear your growth around the customer, there are four culprits you need to recognize — and then five solutions you can put in play. This is your guide to strategic management in CX.

Management 175

Management Chief Customer Officer How To Leadership 175

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

Customer Bliss

JANUARY 22, 2015

before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others. Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you? ’s Customer Experience Toolkit.

Chief Customer Officer 100

Chief Customer Officer Customer Journeys Leadership Culture 100

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

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.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

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. She helped formalize a process for customer feedback data collection and set up a customer panel.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

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.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Customers are satisfied and experience value as a result and the business receives loyalty. Build A Culture Not a Solution. Build a culture, not a solution”. Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Most organizations are active on LinkedIn beyond marketing activities to promote hiring, share tidbits of company culture externally and to collaborate. And if so, do you have any tips on what to post? JD : Absolutely!

Customer Success 101

Customer Success Tips Chief Customer Officer Leadership 101