Michelli Experience

JULY 11, 2017

I first heard about “ it” in a Harvard Business article in 2016 and subsequently have been asked about “it ” by clients and colleagues alike. “ It“ (actually a she or he) is a Chief AI Officer (CAIO). That’s right a human Chief Artifical Intelligence Officer ( not a machine or robot occupying an executive office ).

Chief Customer Officer 113

Chief Customer Officer Customer Experience Management Consulting 113

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. You can find more instructions and details to this framework in my book, Chief Customer Officer 2.0:

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016. What do You Know Now That You Wish You Knew Then?

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

NOVEMBER 28, 2017

Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. The leaders knew that their ABG products were good, but they had to implement a plan that would help them understand how satisfied the customers were. .

Culture 197

Culture Customer Centricity Customer Journeys Company 197

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

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! How to Avoid Empathy Fatigue on Your Support Team , by Amy Ellis. Empathizing with customers is no easy feat.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

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.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Gainsight

JUNE 8, 2022

When visiting their Hawthorne, California headquarters in 2016, it was a member of the SpaceX accounting team that recited the statistics and led the turn-by-turn facility tour. Teach Employees How to Help. Oftentimes people want to help but lack the understanding of how to help.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

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

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. They are committed to the company’s mission and to helping customers meet their needs, while delivering great service. Happily, Hilton seems to be on the right track.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. I call this one-company leadership.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

Customer Bliss

MARCH 8, 2018

In all of these roles, she thought about how to put the customer first. With a larger role that impacted more departments and people, she had to assess what work needed to be done in order to make the customer experience more seamless. . Looked at how to bring sales and customer service together.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

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! Tesco wrote a post for Helen’s blog informing people of how to become a Tesco tester.

Case Study 60

Case Study Consumers Study Social Media 60

Gainsight

APRIL 12, 2023

But the spirit was the same: We are the experts on how to get value from our software. And then at Pulse 2016, I decided to take another leap. Lesson: Many times, I thought “I need to hire for the role I’ll need 4 years from now.” In reality, I needed to bet on the person who believed in Gainsight for the last four years.

Self Service 52

Self Service Chief Customer Officer Software System 52

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year? Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

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

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. Executive Sponsor: .

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

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. As with many of our other customer experience leaders , John spent a majority of his time listening to and learning from other colleagues. Spend quality time with direct reports and peers.

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. She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven.

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. She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven.

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. As with many of our other customer experience leaders , John spent a majority of his time listening to and learning from other colleagues. Spend quality time with direct reports and peers.

Customer Journeys 100

Customer Journeys Chief Customer Officer Leadership Meeting 100

Comm100

FEBRUARY 20, 2018

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. As Joe Gagnon, Chief Customer Officer of Aspect Software writes , “There is a predictable and reliable component of Chatbots. Chatbots look good on paper.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

ChurnZero

JANUARY 13, 2023

Anita Toth , Chief Churn Crusher. As a recession looms and more companies are tightening their budgets, remember that your customers are a goldmine of information for you. They’ll tell you precisely how to help them get more value from your products and services. Ask the same questions to all the customers you interview.

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