Retently

OCTOBER 19, 2018

Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? What Is a CCO?

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Chief Customer Officer Customer Centricity Call Center Metrics 83

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. This will be quite interesting for those of you wanting to pursue your own customer room. Episode Overview.

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Chief Customer Officer Engagement Net Promoter Score Insurance 100

Tricia Morris

MARCH 14, 2016

. – ThinkJar. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. But the most valuable promotion will come to those who not only invest in winning customers, but keeping them. —————————. Want to Learn More About Customer Service & Retention?

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Chief Customer Officer eBook Poor Customer Service Report 40

Customer Bliss

MARCH 8, 2018

This process of always being engaged with the customer slowly trained her to become the CX leader that she is now; Charlotte places high value on listening to the customer. In all of these roles, she thought about how to put the customer first. Formalize Customer Research and Build a Customer Journey Map.

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Customer Journeys Customer Experience Net Promoter Score Call Center 100

Lumoa

JUNE 22, 2021

So yeah, we’re practically the challenger on the Norwegian mobile market. But at somepoint, you need to make the decision that the customer is going to sit by the table where decisions are being made. So yeah, I think a combination, depending on your maturity, but definitely you should have somebody work with gathering insights.I

Customer Centricity 208

Customer Centricity Customer Experience Hotels Customer Journeys 208

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem.

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Chatbots Self Service ROI Contact Center 133