Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C Leadership Customer Experience Chief Customer Officer 111

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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Customer Success Chief Customer Officer Leadership Customer Retention 52

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? How many people should we have in our CX team? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. I could go on.

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Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. @KateNasser. Kate Leggett.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

PeopleMetrics

MAY 4, 2017

On average, in 2014, one-third of participants (32%) said that their organization had practiced customer journey mapping as part of their customer experience improvement efforts. So far in 2015, the proportion of practitioners who say they are familiar with journey mapping has increased to nearly half (48%). We'll see you then.

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Customer Journeys Banking Chief Customer Officer Touchpoint 91

Gainsight

MARCH 1, 2021

Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. We wanted Sam and Ben to share their insights on driving scale and how they think about renewals. We set a vision in 2015 to empower twenty million people by 2020.

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Chief Customer Officer Customer Success Metrics Meeting 52

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. Give them objectives that relate to customer service – and reward them for achieving them.

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Contact Center Chief Customer Officer Social Media Knowledge Base 48

CCO Council

MARCH 13, 2016

Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. Chief Customer Officers (CCOs) are stuck in groundhog day: dealing every day with an endless stream of apologies, billing statement credits, and service recovery efforts.

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Chief Customer Officer Customer Experience Banking Culture 40

Helen Dewdney

SEPTEMBER 4, 2018

Dave ensured that someone looked into the issue and a statement was issued which Helen shared: Dave joked that Tesco had given her material for her best selling book, How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! Helen continued to criticise Tesco in social media and her blog throughout 2015.

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Case Study Consumers Study Social Media 60

Kayako

OCTOBER 23, 2017

Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences. How to create a customer feedback loop that improves your product. Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. Creating use-case statements.

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Feedback Net Promoter Score e-support Metrics 136

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. Inside the Wendy’s customer experience lab.

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Customer Experience Banking Net Promoter Score Call Center 100

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. Aimee Lucas. Denise Lee Yohn.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015. Aimee Lucas. Denise Lee Yohn.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means. Coaching mid-management on customer experience.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119