Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. ” They wanted to close the gap between a metric they used and the customer satisfaction around it.

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Chief Customer Officer Customer Journeys B2B B2C 118

Retently

OCTOBER 19, 2018

However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. Well, that’s where the Chief Customer Officer comes into play. CCO stands for Chief Customer Officer.

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Chief Customer Officer Customer Centricity Call Center Metrics 98

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Does your company need a CCO? Yes, there is.

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Chief Customer Officer Company Tips Leadership 133

Gainsight

APRIL 14, 2022

In fact, even if you keep your sales, marketing, and product efforts static, you’d see improvements to your NRR if you invest in customer success. It’s not just your current bottom line that’s affected: NRR is also the top metric that investors look at when making decisions about where to put their money.

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eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). Collaboration between the [.]

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Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Throwing head count at the customer challenge is not necessarily the automatic solution.

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Chief Customer Officer Return on Investment Leadership Customers 80

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. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work.

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Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

FEBRUARY 21, 2017

Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert saw these other leaders as key partners: Chief Commercial Officer. Episode Overview.

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Chief Customer Officer Groups B2C Course 160

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Does your company need a CCO? Yes, there is.

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Chief Customer Officer Company Tips Leadership 107

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

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Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Now Camille had the leadership mandate and engagement. Episode Overview. About Camille.

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Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Engaging peers to understand their interpretation of the work. Establish baseline metrics for defining performance. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business.

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Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Darryl agreed with this, noting that it’s essentially flipping conventional business wisdom over to redirect with a customer focus. About Darryl.

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ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

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Metrics Customer Success Net Promoter Score Chief Customer Officer 98

CCO Council

JUNE 11, 2014

I am often approached by senior level executives and asked whether their company really needs a chief customer officer. Hiring a chief customer officer is not an issue of if, but of when. Can metrics be created that tie customer activities to revenue? Every company needs a CCO.

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Chief Customer Officer Customer Centricity ROI Culture 81

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

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Metrics Effort Score ROI Policies 62

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

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Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

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Chief Customer Officer Customer Centricity Call Center Metrics 142

Customer Bliss

AUGUST 8, 2017

Specifically, Stephen was hands on in leading the transformation of Standard Life’s marketing and customer functions using the latest creative thinking and new technology capabilities in digital and data to engage with four million plus customers.

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Chief Customer Officer Leadership Innovation Financial 137

InMoment XI

OCTOBER 26, 2022

This council should aim to manage the activities of the tactical working teams that are striving to improve the customer experience as well as communicate expectations throughout the company and particularly to the customer-facing associates. When your employees are engaged in the experience, your organization will benefit.

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Retail Customer Centricity Government Chief Customer Officer 529

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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Chief Customer Officer How To Leadership Meeting 183

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. Honor and Manage Customers as Assets of the Business.

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Chief Customer Officer Customer Journeys Leadership Metrics 135

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

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Metrics How To Effort Score Self Service 98

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview. Bank on that.

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Blake Morgan

DECEMBER 5, 2023

                                  For fintechs to keep customers loyal, a deep understanding of their needs and challenges is essential. Trish Wethman, Chief Customer Officer at Best Egg, a subsidiary of Marlette Funding, stands out in this respect.

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Loyalty Chief Customer Officer Financial Innovation 105

Experience Investigators by 360Connext

MARCH 25, 2015

“Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 Throughout these discussions, emotional connections are seen as both the holy grail of experience and the burdensome metric to explain. Our customers don’t obsess about our brands.

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Metrics Chief Customer Officer Conference Airlines 110

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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Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. The CCO looks for ways to improve operations and change mindsets to focus on customer-driven growth.

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Leadership Engagement Chief Customer Officer Course 111

ClearAction

MARCH 22, 2024

Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.” “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why? ” (silos!)

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Sports Chief Customer Officer Conference Customer Centricity 62

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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Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

NOVEMBER 22, 2016

My specialty is bringing the customer journey to life inside the enterprise, empowering employees and transforming the culture. I am passionate about engaging all stakeholders from the shop floor to the C-suite, to deliver excellent customer experiences. Carol is extremely accomplished across a variety of customer-facing roles.

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Chief Customer Officer Leadership Metrics Customer Journeys 100

ChurnZero

MARCH 28, 2023

As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. NPS indicates customer loyalty.

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Customer Engagement Engagement Company Strategy 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics How To Effort Score Self Service 52

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. Absolutely.

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Chief Customer Officer Customer Centricity Strategy Leadership 50

Lumoa

JANUARY 19, 2023

They play an important role in shaping the overall customer experience, and it is crucial that they know what their role is in the customer experience strategy and how it impacts the brand. Also, their understanding and engagement in the company’s customer experience strategy is vital to its success.

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Customer Experience Net Promoter Score How To Customer Journeys 236

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. The first 20-minute webinar, “ Mastering the Maze of CX Metrics & Money ,” was presented in April. That pebble in your shoe elicits a yelp and other colorful expletives.

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Chief Customer Officer Exercises ROI First Call Resolution 52