Customer Bliss

DECEMBER 18, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? So own it, and put your customers first. Figure Out How to Meet The Needs of Your Customers.

Banking 166

Banking Chief Customer Officer Video Course 166

Maru Group

FEBRUARY 19, 2020

Electric vehicle sales increased by 81% in the US from 2017 to 2018. They discussed understanding customer needs in relation to Distributed Energy Resources (DERs). Customer journey mapping is also an important tool for utility providers, as it ensures new programs and initiatives are achieving consumer goals.

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Consumers Customer Journeys Chief Customer Officer Government 52

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

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Customer Success Interaction Chief Customer Officer Customer Experience 48

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer Customer Success Leadership Consulting 53

Customer Bliss

JUNE 22, 2018

NasdaqSpeedReads : When it customer service, author and expert Jeanne Bliss shares an important question Chief Customer Officers should ask –“Would You Do That To Your Mother?” ” Posted by Nasdaq on Wednesday, May 9, 2018. Voice of customer, survey, journey mapping, etc.

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Customer Journeys Chief Customer Officer Survey Voice of Customer 120

ChurnZero

JANUARY 4, 2019

“We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams.

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Customer Success Self Service Chief Customer Officer Trends 73

ChurnZero

JANUARY 4, 2019

“We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams.

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Customer Success Self Service Chief Customer Officer Trends 49

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. Jay Nathan.

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Customer Success Chief Customer Officer Leadership B2B 21

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

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Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

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Customer Success Chief Customer Officer Leadership Healthcare 98

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. You need a strategy in place based off your customer journey.

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Chatbots Chief Customer Officer Touchpoint Report 114

Solvvy

JUNE 12, 2018

AI, Bots and Humans – The Future Customer Journey is Here. We all know that technology is changing the customer experience landscape. Grab your seat at this discussion to learn how both will play a role in shaping and understanding the customer journey. The post 10 Must-See Sessions at Customer Contact Week 2018!

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Chief Customer Officer Contact Center Omni-Channel Touchpoint 48

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. They have delivered feeds of structured data to the right people and enabled ‘case management’ and ‘closing the loop’ to resolve issues for unhappy customers. What did we hear, what did we see? I hesitate to call these listening activities insight.

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Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Customer Guru

DECEMBER 13, 2017

Without a customer-centric vision and leadership, CX initiatives are bound to fail. In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. It is pivotal for an organization to have a holistic view of how each department impacts the customer experience.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Kustomer

MAY 7, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Jeanne Bliss, CEO and founder of Customer Bliss , joins Gabe Larsen to discuss her book and her four pillars of quality customer service. in 2018 about the standards companies should have for treating their customers. That was fun.

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How To Policies Airlines Hospitality 64