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. Around 2:00-2:23, the discussion turns to rooting new customer experience projects in data and metrics.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. Like many CCOs, it was ultimatley part of her role to construct how it would be implemented. . How to be relevant and effective off the bat. Episode Overview. Application process. Call centers.

Chief Customer Officer 100

Chief Customer Officer Social Media Call Center Leadership 100

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. People do what works for them. So where is the line?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

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

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! Amanda quickly developed a curiosity to know more about why things did or didn’t go well with customers and how to problem solve. The “Make Mom Proud” Standard for How to Treat Your Customers. “.

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Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Over time, Edwin began to see how branding and reputation management played a role in customer experience.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148

Customer Bliss

MAY 17, 2016

The notion of ‘Brilliant Basics,’ or having a strong foundation in customer experience work and processes before you put digital tools and solutions on top of that. How to make processes and meetings organic and moving towards One-Company Leadership. How Mark was awarded his role. Case Study.

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Case Study Chief Customer Officer Customer Centricity B2C 81