Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. The purpose is to shift to a simple understanding of the overall success achieved when a company earns customer-driven growth.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. Use Customer Journey Maps to Strategize Around a Positive Experience.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics CRM 92

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

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Different silos are chasing different things and using different metrics.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

Experience Investigators by 360Connext

MARCH 8, 2018

How a company goes to market and the way they plan and execute their marketing plays a significant role in the customer experience, whether or not it is formally defined as a marketing responsibility. Let the customer journey be your guide. One of the best marketing planning tools is an end-to-end customer journey map.

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

Thematic

MARCH 27, 2024

It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.  The Rather than just limping forward, Watercare set up a cross-functional team to improve the customer journey.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

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

Alida

MARCH 10, 2017

The call to “improve the customer experience” is a nebulous one. CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue. CX programs require strategy and leadership from the top. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Customer Bliss

FEBRUARY 17, 2015

Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits.

Chief Customer Officer 100

Chief Customer Officer Leadership Resources Culture 100

Customer Bliss

FEBRUARY 2, 2016

Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map. This work hinges on c-l-a-r-i-t-y.

Customer Journeys 100

Customer Journeys How To Chief Customer Officer Leadership 100

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

ClearAction

JANUARY 8, 2024

Unserved customers do not have access to your product/service. champion continuity of value across the end-to-end customer journey for customers and investors. Account Teams ) Ideal Customer Profiles (ICPs) should match purchasing power with operational cost to serve. to reach them.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. Case in point—How many more articles are necessary to explain NPS? We just need to become more reasonable.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

SEPTEMBER 4, 2018

Bob realized that as an organization, t here were some fundamental things missing in terms of influencing employees and customers to change at the core. This had to do a lot with leadership and how they were understanding customers at Manulife. Is Your CX Making a Noticeable Difference to Your Customers? Metrics are key.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 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

OCTOBER 17, 2018

By emphasizing to his fellow leaders how important customer experience transformation is, and by giving it a stronger focus, it soon became a major topic at leadership offsites where goals and objectives are set and the focus of the organization is created. With this new focus, the CFO began to think of and view customers in a new way.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

ChurnZero

MAY 24, 2022

is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data. Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. What does your team look like at your company, and how do you center around the customer?

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data. Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. What does your team look like at your company, and how do you center around the customer?

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

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

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. He has tremendous experience in social media marketing and customer experience management.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

Customer Bliss

SEPTEMBER 15, 2016

The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth. The power in converge moves you towards one-company, customer-driven leadership.

Chief Customer Officer 100

Chief Customer Officer Case Study Leadership Feedback 100

Customer Bliss

APRIL 20, 2016

I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. Moving Towards One-Company Leadership For Organizational Decision-Making. You need to align your organizational decision-making to promote customer growth and loyalty.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

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

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint Software 40

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers.

Customer Success 57

Customer Success Customer Journeys Chief Customer Officer Metrics 57

CX Journey

SEPTEMBER 20, 2016

NewVoiceMedia proposed some solutions for breaking down the silos, including hiring a Chief Customer Officer (CCO), who will lead and oversee customer experience efforts across departments, business units, and the entire company. Journey maps.

Customer Experience 80

Customer Experience Multi-Channel Government Customer Journeys 80

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Customer Bliss

APRIL 19, 2016

He’s the Chief Customer Officer of ALSAC/St. In addition, Martin and I discussed how he depicts and engages leaders with a simple approach and set of metrics that elevates donors as the asset of their business. .” Martin Hand is Chief Donor/Customer Officer at St. Jude Click To Tweet.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120