Customer Bliss

MARCH 26, 2019

Since I’ve received so many thoughtful comments and questions especially about the work of leading the experience practice in various organizations, I wanted to share a few of my favorite lessons that I’ve gleaned over the years. Adjust your innards. To be an effective leader, you have to come to the table knowing who you are.

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Leadership Chief Customer Officer How To Customer Experience Professionals 181

Customer Bliss

JANUARY 3, 2018

From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs. Catherine shares practical and strategic advice about how she attained her position – which included a lot of “show and tell.”

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Leadership Customer Journeys Chief Customer Officer How To 188

Customer Bliss

JUNE 26, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . Why do dry cleaners close at 5:00? The following is a lightly edited transcript of the video below. That’s a staggering figure. Do you relate?

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How To Video Course Metrics 201

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. One-company leadership.

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Leadership Customer Experience Chief Customer Officer Metrics 100

ChurnZero

NOVEMBER 4, 2022

Discover the lessons these three SaaS CEOs have learned from leading customer-centric businesses through an economic slump, and how you can apply them. To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news.

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SmartKarrot

JANUARY 5, 2022

This annual list has been compiled by the editorial team at SmartKarrot considering overall influence in the form of industry impact, community contributions, thought leadership, followership, and similar guiding criteria. He’s also the Senior Director of Customer Success Enablement and Thought Leadership at Oracle. Lincoln Murphy.

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Customer Success Chief Customer Officer B2B Leadership 23