Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Connections 190

Connections Company How To Chief Customer Officer 190

Customer Bliss

OCTOBER 31, 2017

Anne Witherspoon is an Executive Vice President and the Director of Client Onboarding and Service Delivery at Texas Capital Bank. Anne presented a plan to her manager at the time to start the internal customer experience program. 90 Day Plan: Schedule roadshows and set up meetings with C-level executives in the markets.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

SmartKarrot

DECEMBER 20, 2021

Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles. Recent market trends indicate that the answer is a definitive YES. Are startups, then, losing out?

Banking 19

Banking Customer Success Net Promoter Score Chief Customer Officer 19

Customer Bliss

AUGUST 3, 2018

How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

CCO Council

SEPTEMBER 23, 2019

The World Bank measures Ease of Doing Business for 190 countries , based on detailed characteristics including how hard it is to start a new business, labor market regulations, dealing with construction permits, getting electricity, registering property, getting credit, trading across borders, paying taxes, and enforcing contracts.

Chief Customer Officer 40

Chief Customer Officer Banking Financial Course 40

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Stay current.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Customer Bliss

MAY 30, 2017

He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time. He designed a best-in-class customer experience model now utilized across a global footprint. About Claudiu. Alliterative!

Financial 121

Financial Banking Healthcare Leadership 121

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. They can range just a single yes/no question to elaborate market research tools. The main weakness of surveys is they tend to get input from very happy or unhappy customers.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CCO Council

MARCH 13, 2016

Last week I called my bank, entered my account number into their automated system, then my pin, then my zip-code, then the last four numbers of my social security number. Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

AUGUST 19, 2021

Yeah, and I mean, we have this conversation so much and I also was the Chief Customer Officer of Yext. I ran the support functions, all of the customer facing functions. She was one of the key marketers, Gabe, for the 1984 Mackintosh. You just can’t get more famous in marketing. Wendi Sturgis: (01:13).

Culture 98

Culture Chief Customer Officer NPS B2B 98

Qualtrics

NOVEMBER 16, 2021

At a time when it’s easier than ever for customers to move who they bank with or buy insurance from, there is a major opportunity for providers to increase their share of wallets. million customers across Asia, North America, and Europe. We knew we wanted our customer experience to be quick and easy, and enabled by technology.

Insurance 26

Insurance Industry Customer Experience Chief Customer Officer 26

Qualtrics

DECEMBER 17, 2019

We picked the collective mind of the resident brand experience (BX) experts at Qualtrics to find out the main trends and issues marketers and brand managers need to be aware of in 2020. From the death of likes to a focus on brand-led marketing, here’s everything you need to know. A pivot to brand-led marketing.

Brands 32

Brands Chief Customer Officer Case Study Hotels 32

Think Customers

NOVEMBER 4, 2019

Investment bank Morgan Stanley forecasts a 0.3 Any one of those problems in isolation would be tough for a marketer in the auto industry to navigate and they’re happening all at once,” says Kelly Goldsmith, Ph.D., They can try to find a way to create new markets for their products, diversify product lines, or join competitors.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Wootric CX Blog

SEPTEMBER 18, 2019

Wootric’s modern customer experience management (CXM) solution is the easiest way for CX champions and teams to evangelize customer-centricity and empower stakeholder teams (such as marketing, product, operations, success and support) by democratizing insights from real-time customer feedback, including verbatim feedback, at scale. .

Customer Experience 40

Customer Experience Net Promoter Score Competitive Advantage Self Service 40

Qualtrics

NOVEMBER 19, 2019

– Emily Chang, SVP of Marketing at Starbucks. Companies that deliver good customer service don’t outsource it”. – Marguerite Brennan, Director of Customer Operations Support at Irish telecoms giant, eir. “If – Anahita Reilly, Chief Customer Officer of U.S. Watch Elly’s CX interview.

Management 31

Management Chief Customer Officer Healthcare Banking 31

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. 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.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Michel Falcon Experience

NOVEMBER 8, 2015

This year, my team and I surveyed one thousand CEOs and determined that only 7% of their companies had a customer experience strategy – a strategy that is meticulously designed, discussed and ready to be deployed across the organization. Assuming that your customer experience strategy will develop on its own is wishful thinking.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

Answer Dash

JANUARY 9, 2019

A customer-first mindset is much different than hiring a chief customer officer and thinking your work is done. That’s almost as egregious as thinking that customer experience is simply something handled by the customer service team. One bank redesigned its claims process to use bots to handle 1.5

Trends 82

Trends Customer Experience Insurance Chatbots 82

ClearAction

MARCH 22, 2024

. — United Airlines passenger dragged off a flight: PR nightmare, customer churn, stock plunge. Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. The Chief Customer Officer must drive customer-centricity companywide via influence.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

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

SmartKarrot

APRIL 8, 2022

This is where the COO or the chief operating officer comes in. Though the role is not a new one like the Chief Customer Officer , there have been massive changes and extensive transformation over the years. Encourage and forge partnerships with investors, vendors, banks, clients, or other professionals.

Chief Customer Officer 10

Chief Customer Officer Financial Policies Report 10

Ian Williams

MARCH 19, 2020

Now if you look at customer experience as an alternative business model, then you can start to look at the commercial value you can drive. You’re looking at reaching new markets. So, in regulated sectors, the customer is part of the agenda. You’re looking at retention. And I’ve had this myself first-hand.

Leadership 52

Leadership Consulting Financial Video 52

Gainsight

MAY 10, 2021

Want to learn from someone who is a Gainsight Award Winner for Customer Success Excellence in a highly competitive Saas market? Chart-Topping: Customer Success Operations. Spotlight: Will Rahim, Senior Vice President, Global Customer Success at Delphix, a global leader in digital transformation. What’s in a name?

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

Gainsight

JANUARY 28, 2019

As with every field, many of the best candidates (not all) are “passive,” meaning they aren’t in the market now. I was at an investment banking event in some totally over-the-top place—exactly what you’d imagine for an investment banking event—and there was a hike organized for the CEO attendees. I remember it vividly.

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

Lumoa

APRIL 24, 2018

I'm also concerned about a) it's a poor diagnostic, b) it turns a customer's story into a number, and c) that the arguments for Customer Effort Score also have merit. Sue Duris Customer Experience and Digital Marketing Consultant. Ted Rubin Leading Social Marketing Strategist, Keynote Speaker, Brand Evangelist.

System 338

System Effort Score NPS Net Promoter Score 338

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. CMO (Chief Marketing Officer) – The side hero who supports CCO in their activities.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. CMO (Chief Marketing Officer) – The side hero who supports CCO in their activities.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? If you missed the webinar, you can watch it on-demand. Q&A Recap.

Metrics 80

Metrics ROI Customer Success System 80