Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. It’s only about a 25-minute interview, so if you have time en route to a holiday happy hour, I’d definitely give it a full listen. Episode Overview. These will be detailed notes, but still admittedly in bullet point format.

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Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Episode Overview. Connect With Margie. Margie is on LinkedIn. I call that One-Company Leadership.

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Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Years 1 through 3: Chief Customer Officer Priorities. Year 4 and Beyond: Chief Customer Officer Priorities.

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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. Enable and inspire decision-making driven by honoring customers as assets.

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CloudCherry

NOVEMBER 10, 2019

And, who better to lead the charge than the one and only Jeanne Bliss of Customer Bliss – 5 time Chief Customer Officer, CX Pioneer & Leadership Advisor, Speaker, Author, Cofounder of CXPA.org, and our honored guest. It’s takes about 2.5 And what brand has wowed her?

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Retently

JULY 28, 2023

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? CXO stands for Chief Experience Officer.

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Customer Bliss

MARCH 12, 2020

Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Bring the CFO, CMO, CEO—all the alphabet people—and do the customer math. Create One Version of the Truth. But the key is to do a common version of the math.

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Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 “ “It’s not what they say that makes these moments so significant, its more about how they tell it, how they show it, definitely how they live it, and most importantly how people feel it.”

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Customer Bliss

NOVEMBER 22, 2016

If a career transition is one of your goals, definitely give this whole episode a listen. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Posting this right before Thanksgiving and the holidays was actually a smart play by my team (go us!), About Carol.

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CustomerSuccessBox

FEBRUARY 27, 2019

For Large Enterprises: As the company grows, both the VP of Customer Success and VP of Sales can report to the Chief Revenue Officer (CRO). Soon, the CCO (Chief Customer Officer) post is also going to become common as more SaaS companies reach the status of billion dollar companies.

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ClearAction

MARCH 22, 2024

Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. While these popular definitions are important, they’re vastly incomplete. The Chief Customer Officer must drive customer-centricity companywide via influence. Controlling Touchpoints Model.

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Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. You’re going to hit that pothole. #2: 2: Is the C-Suite really in sync? How reliable are you?

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ChurnZero

APRIL 27, 2022

The stages of value realization are definition, delivery, realization, validation, and optimization. Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. Definition. It’s important that you create a definition of value and communicate that to your customer. .

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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. Market hope. Conclusion.

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ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

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ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

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ClearAction

MAY 25, 2023

Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Customers need you to permanently resolve pervasive pebbles in their shoes. That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion.

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Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Walk them through the customer growth and loss process, and be clear about what these definitions mean.

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Zeisler Consulting

SEPTEMBER 27, 2023

Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. And definitely it takes a culture that’s truly Customer-centric in order to get people on board with the whys of your process improvements. That’s because it’s where the changes happen.

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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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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. When I asked Francis, “What do you know now, that you wish you knew then?”

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Customer Bliss

AUGUST 9, 2018

Delivering this value is a part of PTC’s definition of customer success; it’s knowing what goals customers are trying to achieve and subsequently, them saying you helped achieve their goal. Customer experience definitely has to be embedded in the bigger picture of the company.

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Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

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Customer Bliss

NOVEMBER 12, 2015

The Chief Customer Officer (CCO) role will evolve as you progress in implementing the five competencies and moving through the customer experience maturity phases: Commit, Unite & Build, Embed, Mature, and Elevate. Years one through three are what I call the “disruption and blocking and tackling years.”

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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.

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ChurnZero

FEBRUARY 8, 2022

Our customers’ performance and satisfaction are what motivate us to deliver the best possible software and service,” says Abby Hammer, chief customer officer of ChurnZero. “The The Best Software award from G2 is a testament that our customers are succeeding, and they are helping their customers succeed.

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Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. Tell a story with what you offer.

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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! If you’re leading CX work for a global corporation, you should definitely listen to this full episode to hear Amanda’s tactics for scaling culture change and work.

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Customer Bliss

DECEMBER 20, 2018

Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. SOME MOMENTS RISE ABOVE THE REST. He lives in Durham, NC.

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Beyond Philosophy

OCTOBER 21, 2021

Mead begins his position by defining Customer Experience. Through the lens of the contact center space, his definition focuses on the Customer Service part of Customer Experience. Customers, Mead says, want information, and the organization they contact to own their issue and help them get the information.

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Gainsight

FEBRUARY 11, 2021

Do they exclude specific customer segments (e.g., Alex Clayton from Meritech published a useful list of definitions for some of the top cloud stocks. World-class organizations assign an executive to own Customer Success, often referred to as the Chief Customer Officer. Who Owns NDR In the Company?

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Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

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Customer Bliss

JANUARY 17, 2019

As I mentioned in my Daily Dose vlog this week, using your clarity of purpose to unite your company is a great way to deliver meaningful examples to your customers. . Lisa says: “I definitely would have simplified it earlier. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Gainsight

JUNE 13, 2024

It may not fit the exact definition your Product, Sales, and Marketing teams use, but the similarities between your academy and your actual product are abundant. Pro Tip: Enable your internal teams on your academy so that they can clearly communicate its value with customers and prospects.

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Customer Bliss

MARCH 22, 2018

For example, think about creating a customer room, that definitely shows that you’re approaching something in a different way. From Chief Information Officer to Chief Customer Officer with Brian Lillie. Give people permission to think differently, which leads to new concepts.

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CSM Practice

AUGUST 3, 2020

That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. What Boaz discussed is definitely more appropriate to the earlier phases when companies are tens or hundreds of people. How can CSM Practice Help! .

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Gainsight

MARCH 15, 2022

Sometimes finding out if they’re walking the talk is as easy as asking a leader what their definition of a customer-centric company is and getting them to provide real-world examples of what they’ve done that makes them customer-centric. Get the Real Story. So often sales data is analyzed to an inch of its life,” she says.

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