Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! One of the most important aspects is to forget about thinking of B2B communication, and focus on building relationships through human to human interaction.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? 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. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Gainsight

JUNE 8, 2022

Furthermore, the mission should be the North Star for all company goals such that any project, initiative, or even internal meeting, should clearly tie back to the customer-centric mission. . Many companies communicate across their organization effectively to ensure that every department understands the primary objectives.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Beyond Philosophy

FEBRUARY 27, 2017

It was one of Fortune Magazine’s 100 best companies to work for in 2016, and it is committed to giving employees a path to advancement by promoting them from within. When you understand what motivates your ambassadors, you can communicate it to your other workers and improve both employee morale and the customer experience.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

Customer Bliss

MARCH 8, 2018

Specifically, she wanted them to think about how would they communicate to customers, how systems might need to be altered, and how would they ensure proper customer support. Charlotte is a Customer Experience specialist who combines strategic marketing and sales with a pragmatic operational approach.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).  Related: Providing excellent customer service with surveys.   That’s where technology come in.

CRM 65

CRM Technology Data Net Promoter Score 65

Helen Dewdney

SEPTEMBER 4, 2018

So in three hours, she walked away with lots of examples about how the brand was doing exactly what she would want it to do but we hadn’t for whatever reason been able to communicate to somebody who is probably one of the most engaged customers that we have.”. Interviewing the new Tesco Chief Customer Officer.

Case Study 60

Case Study Consumers Study Social Media 60

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. Many agree that the success of any corporate undertaking in customer experience heavily depends on whether CEOs and other key decision makers (can be board members or other) buy into it. Has CXM matured just enough?

Customer Experience 40

Customer Experience Government Chief Customer Officer Customer Journeys 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

ChurnZero

AUGUST 25, 2020

Previously Godard served as CEO of SteelBrick which was acquired by Salesforce in 2016. Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software.

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

Customer Bliss

JANUARY 26, 2018

This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. It’s certainly becoming a more popular method of communication for consumers. You need a strategy in place based off your customer journey.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

Customer Bliss

AUGUST 31, 2018

He oversees risk management, workforce support, demand planning, and community and social support which was fairly new when he joined in 2016. Once John and his team identified some communication gaps, they transformed their weekly meetings. He had to make sure the team worked together as one.

Customer Journeys 120

Customer Journeys Chief Customer Officer Leadership Meeting 120

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

AUGUST 31, 2018

He oversees risk management, workforce support, demand planning, and community and social support which was fairly new when he joined in 2016. Once John and his team identified some communication gaps, they transformed their weekly meetings. He had to make sure the team worked together as one.

Customer Journeys 100

Customer Journeys Chief Customer Officer Leadership Meeting 100

Comm100

FEBRUARY 20, 2018

Customers can get upset if they don’t feel valued or respected by an agent. They like that Chatbots are objective – free from the judgment and cognitive biases that affect human communications and decision making. They can be used to make communicating with brands more personalized – and more fun. Chatbots look good on paper.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

ChurnZero

JANUARY 13, 2023

Educating customers in-product and with actionable content is important as customers become more sophisticated. Equally important is enabling customer success managers with the right data and communication skills so they can have more intelligent conversations that lead to growth for both the client and your company.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

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

Lumoa

JUNE 22, 2021

And it’s, it’s not only to, to put it on the paper so to say but you have to, you actually have to be the person willing to, without compromise, talk to customers case, wear the customer hat, to be the customers ally around the table when you discuss product development,strategy, cutting costs, you know.

Customer Centricity 208

Customer Centricity Customer Experience Hotels Customer Journeys 208