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. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Helen Dewdney

SEPTEMBER 4, 2018

It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Consumer law change. Posts included finding insects in rice and taking Tesco to court in 2013.

Case Study 60

Case Study Consumers Study Social Media 60

Comm100

MARCH 8, 2017

Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Shep Hyken is a classic must-know customer service expert, and that is not without its reasons. She is an expert on customer-centric leadership, and an active tweeter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Helen Dewdney

SEPTEMBER 7, 2020

I told him what I thought of the outgoing CEO, Philip Clarke and how I had successfully taken Tesco to court in the previous year. He invited me to meet him and to discuss what consumers thought about Tesco. You can read more about my time working with Tesco in Case study: Tesco and a consumer champion. About Dave Lewis.

Social Media 54

Social Media Chief Customer Officer Case Study Consumers 54

Customer Bliss

MAY 17, 2016

He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers).

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. Customer experience labs and … water heaters?

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

ChurnZero

OCTOBER 30, 2020

Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. As you see talented people come into Customer Success and then move up into bigger roles, it means compensation is going to go,” says Mehta. Customer Success Around the Web. He became a uniform unicorn,” says Abel.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93