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. Develop your customer experience strategy. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

DECEMBER 26, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Long ago, in a galaxy far, far away, surveys began for the pure and simple reason to improve customers’ lives. But yet, around the world, that survey score has become the end game.

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

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. And, if you don’t do that, again that’s a pothole you’re going to step in.

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

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?

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Listen to our conversation, here. Align with the Core Values.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: Do you use surveys to measure success and value? .

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

Customer Bliss

AUGUST 28, 2020

Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs. In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. Offset Anxiety Through Clarity of Vision. We had our 2020 plans. Click To Tweet.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Many customers don’t realize they can choose a different energy provider.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

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. Value means you’re saving them time or money, which usually means money.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

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 ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Desire is an emotion.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110

CloudCherry

DECEMBER 1, 2018

These metrics are important to customer experience as well. But CX focuses on more intangible data, like contextual surveys and customer engagement. It requires a deep look at Voice of Customer data across the entire customer journey. Why does customer experience leadership need to come from the top?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Customer Bliss

FEBRUARY 7, 2017

Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects. From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. About Karen.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. ” Conclusion.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. ” Conclusion.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

NOVEMBER 1, 2018

In today’s podcast episode, I’m revisiting conversations with two previous guests, Mary Winfield , VP of Customer Experience and Trust at Lyft , and Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. Thanks so much to Customervillle !

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer How To Roadmap 111

Gainsight

JUNE 11, 2021

Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. Asking questions allows you to have better, more contextual conversations—but you need to ask the right ones.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

Customer Bliss

AUGUST 31, 2018

From working as a training specialist for a computer training and consulting company in the Air Force, to operational and customer support work at Microsoft, then to Sears Holding to lead strategy for online support, John has over 20 years of experience leading strategic and operational work. Spend quality time with direct reports and peers.

Customer Journeys 120

Customer Journeys Chief Customer Officer Leadership Meeting 120

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . The Employee Experience Directly Impacts Customer Experience.

System 162

System Hospitality Customer Experience Guest Experience 162

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. 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."

System 338

System Effort Score NPS Net Promoter Score 338

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

CloudCherry

OCTOBER 30, 2018

These metrics are important to customer experience as well. But CX focuses on more intangible data, like contextual surveys and customer engagement. It requires a deep look at Voice of Customer data across the entire customer journey. Why does customer experience leadership need to come from the top?

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. by July 31.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Customer Bliss

AUGUST 31, 2018

From working as a training specialist for a computer training and consulting company in the Air Force, to operational and customer support work at Microsoft, then to Sears Holding to lead strategy for online support, John has over 20 years of experience leading strategic and operational work. Spend quality time with direct reports and peers.

Customer Journeys 100

Customer Journeys Chief Customer Officer Leadership Meeting 100

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Finish the feature.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems.

Transportation 129

Transportation Industry Management Guidelines 129

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. The importance of leadership buy-in. It’s all about telling stories and getting customer feedback.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. This allows customers to passively give direct feedback and you to collect real-time insights for customer segmentation. Product usage decreases.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

ChurnZero

DECEMBER 2, 2021

An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. RYG events started as local Customer Success meetups (now called RYG Leadership Hours ), which provided a casual and intimate setting for Customer Success leaders to talk shop. Instead, focus the conversation further upstream.

Conference 98

Conference Customer Success Leadership Sales 98