Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business.

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Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

FEBRUARY 10, 2015

Competency #1: Honor and Manage Customers as Assets. Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. how many customers declined in their level of engagement with you?

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Chief Customer Officer eBook Metrics Leadership 100

Kerry Bodine

JUNE 7, 2017

In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. But are customers sticking with JetBlue? Every Chief Marketing Officer should take heed of this lesson. Set Realistic Expectations For Big Promises.

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Airlines Chief Customer Officer Hotels Brands 184

Customer Bliss

OCTOBER 31, 2017

She was given the opportunity to begin a formal Client Experience program in 2015 and has been successful in building the foundation and creating momentum to evolve and expand the program in just two short years. Anne presented a plan to her manager at the time to start the internal customer experience program.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

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.

B2C 111

B2C Leadership Customer Experience B2B 111

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

Customer Bliss

JANUARY 17, 2019

Through providing this type of service with prepaid cards, Netspend helps serve the underserved – and this aspect alone means the company has to place heavy importance on customer experience. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts.

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Connections Company How To Chief Customer Officer 190

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

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. She is an expert on customer-centric leadership, and an active tweeter. Roy Atkinson.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

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. What that means is we help people manage, connect and protect their Apple devices. We set a vision in 2015 to empower twenty million people by 2020. Nick : That’s interesting.

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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

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

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Feedback Net Promoter Score e-support Metrics 136

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. Episode Overview. About Renee Cacchillo. Additional, she leads the strategic direction of Safelite’s technology team.

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Customer Journeys Customer Experience Chief Customer Officer Culture 100

Tricia Morris

SEPTEMBER 17, 2015

. • Just 1 in 10 are highly satisfied with their company’s ability to listen and respond to the needs of the customer. Get your game-face on CEOs, CMOs, CIOs and Chief Customer Officers. The customer service and engagement playing field still looks pretty even. Choose a rival brand.

Customer Service 40

Customer Service Chief Customer Officer Customer Centricity Report 40

Think Customers

NOVEMBER 4, 2019

percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Turbulent times U.S. auto sales are expected to be about 16.9

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Industry Automotive Chief Customer Officer Transportation 40

Helen Dewdney

SEPTEMBER 4, 2018

Dave bought 100 books for his senior management. Helen continued to criticise Tesco in social media and her blog throughout 2015. — CEOemail (@CEOemail) January 26, 2015. In December 2015 Helen garnered opinions on Tesco adverts and wrote posts about them. Interviewing the new Tesco Chief Customer Officer.

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Case Study Consumers Study Social Media 60

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [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. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Strativity

DECEMBER 9, 2014

Strativity Group – a world leader in customer experience training for over 12 years, transforming over 375,000 people through programs for managers, employees and CX practitioners – is pleased to announce The CX Masters. In February 2015, executives will redesign the experience for the American Diabetes Association. What is it?

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Chief Customer Officer Customer Experience Healthcare Automotive 52

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. The future of customer experience.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119