Comm100

APRIL 26, 2020

The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?” Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. It can be tricky to isolate the actions that will result in maximum ROI. about creating listening paths of various types.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

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.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

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. which focuses on the notion of honoring customers as an asset of the business.

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

Gainsight

JUNE 23, 2022

I missed the 1929 Wall Street crash, but I’ve lived through many of the big ones since then–the dot-com crash, 9/11, the GFC (Global Financial Crisis), and the more recent Covid-19 crash. Chief customer officers should consider ways to efficiently scale.

Self Service 52

Self Service Financial Chief Customer Officer Sales 52

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

NOVEMBER 27, 2019

Furthermore, while attaching financial value to your product features isn’t always clear cut (or comfortable) , it’s an important part of the customer dialogue. By fully understanding the metrics that matter most to a customer , you’ll be best positioned to demonstrate the value and ROI of your solution. . .

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

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.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

APRIL 6, 2021

Customers need to be more involved in the company and this is what C-Suite employees are noticing. So showing how you can reinvent customer relationships will help them seal the deal. Discuss with a financial case keeping their objectives in mind. Understand what the objective is and create a financial case around it.

Customer Success 18

Customer Success Software Chief Customer Officer How To 18

ClearAction

JANUARY 14, 2015

What's missing is the middle: what is the supplier company doing with the customers' precious investments in voice-of-the-customer to make things so nice that customers want to be engaged? duration of relationship) can be achieved with lasting financial impact without the middle component to the CXM puzzle.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. CX Team Dysfunction Affects the Customer Experience. How Human Resources Can Add Value to Customer Experience Excellence.

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. And to prevent score chasing.

System 338

System Effort Score NPS Net Promoter Score 338

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. The key is being consultative and guide customers to their outcomes. True customer success takes a village.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Ian Williams

MARCH 19, 2020

A cultural commentary on America. So, for customers…. Christopher: And that’s cultural, it’s not everywhere. It’s a cultural thing in some of those areas. We need to listen to our customers”, and you’re diving in, but “don’t listen to your senior stakeholders, they won’t know!” Ian: I agree 100%.

Leadership 52

Leadership Consulting Financial Video 52

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. They must have the right code culture. That you can come back to the customer.

How To 69

How To NPS Customers Customer Success 69

SmartKarrot

MARCH 8, 2022

Also, Annette is a distinguished customer success author who has written two books, ‘Customer Understanding: Three Ways Put the “Customer” in Customer Experience’ and ‘Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.’. Ashna Patel. Emilia D’Anzica. Irit Eizips.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21