Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot

Customer Bliss

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? Customer centricity requires that your go-to-market functions work in sync. B2B is interesting.

Chief Customer Officer in Manufacturing & Distribution With Anne Herman – CB47

Customer Bliss

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. In her role, Anne not only leads the customer experience transformation for MSA, but she also holds responsibility for running the quality, delivery and support operations for MSA globally. . Anne is the third Chief Customer Officer for MSA. Customers Want To Have An Easy Experience.

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The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert Bridge is the Chief Customer Officer of Telegraph Media Company — a role which he came to after many years building up to this role from digital roles across multiple industries, including Yahoo. Robert worked hard to understand, define, and ultimately explain the various customer segments.

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. Customers such as Walmart, McDonald’s, and AT&T rely on Alteryx. Losing customers in a period of growth.

The Impact of the Chief Customer Officer, Part II

CCO Council

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment. B2C industries tend to see results more rapidly than B2B. Recommendation : The CCO must "bank" customer trust and loyalty to protect customers against hard times.

What Chief Customer Officers can learn from YCombinator’s approach to disruption


What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made. In the B2B space, startups like Stripe disrupt how we think about payments, and Gusto has simplified something as complex as HR processes.

Make Customer Delight About Delivering Value with Jon Herstein of Box

Customer Bliss

Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from their investment in your product or service. Delivering value is ultimately the key point of B2B customer success and delight.

6 Customer Experience Lessons I?ve Learned as an Experienced CCO

Customer Bliss

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? Leading a customer experience transformation is a lot of work! CX Wisdom You Need to Know From 6 Leaders in B2B Organizations. How would your company act if every customer were your mom?

How Do You Prioritize the CX Work to Be Done in the First Year of the CCO Role?

Customer Bliss

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. In my last 3 podcast episodes , I shared advice from previous guests regarding the lessons learned during the implementation of a customer experience transformation. Communicate the differences between customer service and experience.

3 Steps to Solidify Your CX Foundations at a Cultural Institution

Customer Bliss

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C).

4 Steps to Improve Customer Experience At Your SaaS Organization

Customer Bliss

Have you just become a C-Suite leader for your B2B organization’s customer experience? Analyze the product : Lee knew they had a good product, but he also needed a better understanding of customer issues and what could be improved. So he took the product training courses that customers initially go through, in order to understand the experience from their POV. People: How are customers trained?

Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen

Customer Bliss

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience. We chat about the interesting application of “CX” inside both the packaged goods business operation, and the customer experience delivered. Overview.

Customer Journey Mapping for B2B Organizations

CSM Practice

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. The marketing team should define the customer success lifecycle journey map. Customer Success Strategy

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Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Customer Bliss

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. In 2015, Ross accepted the newly created role of Vice President of Customer Experience for Hunter Douglas North America.

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The 80/20 NPS Guide for B2B SaaS


In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement.

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Ease of Doing Business: Are you Ignoring Customers?

CCO Council

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. In our previous article, we wrote that improving Ease of Doing Business is the single most important thing that organizations need to work on to create value not only for your customers but also for your business.

CX Execs Rise To Power Across B2C And B2B Industries

Forrester's Customer Insights

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries. age of the customer culture culture change Customer Experience (CX) transformation

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Why Go Digital? Because Your Customers May Already Be There

CCO Council

My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. A recent McKinsey survey of 1,000 B2B decision makers said that approximately "86 percent of respondents said they prefer using self-service tools for reordering, rather than talking to a sales representative." Thus, many digitally agile competitors are providing self-service re-ordering and saving money while providing a better customer experience.

Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar – CB79

Customer Bliss

How do you transform the culture and operations of your company to benefit the lives of your customers? In this episode, I chat with Sami Nuwar , the vice president of customer experience transformation at American Bath Group , about how his newly established role at ABG allowed him to create processes and operations that switched the company focus from being product-driven to being customer-driven. Determine What Your Customers Value and What Makes Them Happy.


Customer Bliss

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience. Tell the Customer Story. No one was telling the customer story ; the focus was on the functionality of the business.

Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Customer Bliss

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. In 2015, Ross accepted the newly created role of Vice President of Customer Experience for Hunter Douglas North America.

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Leading Customer Success in a B2B Business, With Jose Vergara – CB019

Customer Bliss

There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. In this fascinating talk, Jose debunks not only his role — but the actions that define a successful customer success driven transformation and movement. He defines customer success like this: What do customers see as the value that the company provides?

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3 vital B2B findings from Dimension Data’s 2019 CX Report

Peter Lavers

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Dimension Data recently released their latest Customer Experience report , and as a recognised CX influencer they gave me a sneak preview of the findings and the opportunity to meet and discuss the big issues with the researchers and authors of the report. Customer analytics.

Why Determining Your Power Core Focuses Your Customer Experience Strategy

Customer Bliss

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey.

SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard.

Building the Optimal Customer Success Org Structure


The customer success space primarily strives on building optimal, long-lasting relationships over the course of time. In such a case, it is of high pertinence that they come up with a customer success org structure. It is a given that your customer’s success is your success.

State of Business-to-Business Customer Experience Management


State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience.

Stop Measuring Customer Loyalty; Start Measuring Customer Effort

CCO Council

Gartner says that reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. As a B2B seller, how much of a priority is reducing your customers’ effort and making it easier to do business with? As a B2B buyer, how important is it that your suppliers reduce your effort to purchase from them? We would love to know via a short survey how you’re prioritizing the reduction of customer effort. Chief Customer Officer, Oracle

Wootric ranks #1 in ROI in Experience Management | G2 Grid Report for Fall 2020


Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. It is gratifying to see our customers’ success reflected in our ranking.”

How To Become The Head Of Customer Experience

Customer Bliss

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience? Head of Customer Experience Trait No. Head of Customer Experience Trait No.

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Best of the Podcast: Improve Your Customers’ Lives By Stepping into Their Shoes

Customer Bliss

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth. . Focus on the Customer Value.

The Power the Ultimate Question

Horizon CX

Developed by Fred Reichheld in 1993 and published in a Harvard Business Review article in 2003 entitled The One Number You Need to Grow his initial research suggested that the best and most effective way to predict profitable growth was for businesses to measure their customer’s disposition toward recommending them to others—assessing the customer’s world in a single question, as it were. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

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8 BIG RYG Speakers to Follow on Twitter


Twitter can be a goldmine for discovering the latest Customer Success trends and strategies. Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . Ready to learn about Customer Success from the experts?

Dimension Data CX Report Roundtable

Peter Lavers

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. Customer analytics.

ChurnZero’s 10 Customer Success Leaders to Watch in 2019


At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. Customer Success Around the Web.

How to Build in Experiences That Will Earn Customers’ Raves: Introducing the “Talk Trigger” with Jay Baer

Customer Bliss

In this special video episode of “The Chief Customer Officer Human Duct Tape Show” podcast, I interview Jay Baer , founder of Convince & Convert , a digital strategy consulting firm that helps prominent companies with customer retention and acquisition, and author of the new book “ Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth, ” on how to operationalize experiences that creates word-of-mouth marketing for your business.

Best of the Podcast: How to Create A Path for CX Leadership with Google’s VP of Ads and Commerce UX

Customer Bliss

Have you listened to The Chief Customer Officer Human Duct Tape Show ? From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs. Next, she sought to find out how can internal and external empathy be developed in terms of employees and customers. Happy New Year!