Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

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Leadership Chief Customer Officer Handbook Social Media 110

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

MARCH 26, 2019

In my book, “ Would You Do That To Your Mother? What can you do to support your customer through your attitude, your body language, or your offer of help—even when your answer is “no”? I deliberately make my podcast , not about broadcasting your successes, but broadcasting the journey of the chief customer officer.

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Elevate customer growth/loss as a success metric of the business.

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Chief Customer Officer Customer Journeys Leadership Metrics 135

TechSee

AUGUST 14, 2023

As the host of The Modern Customer Podcast , she explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

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Customer Service Contact Center Customer Centricity Leadership 207

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. South West Airlines. British Airways.

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Brands Customer Experience Chief Customer Officer Case Study 120

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Antoinette focused on creating a culture shift to that of person-centeredness.

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Chief Customer Officer System Handbook Engagement 195

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

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Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Leadership, Accountability, and Culture. CCO Stories: Give Your Team the Authority to Just Do It.

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Chief Customer Officer Leadership Advertising Culture 118

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team.

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Customer Service Handbook Customer Satisfaction Loyalty 85

Customer Bliss

SEPTEMBER 11, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages. Want to see more videos from me?

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Customer Journeys Chief Customer Officer Leadership Video 111

Customer Bliss

DECEMBER 26, 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? ” become part of our lives as customers? And then the begging began.

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Chief Customer Officer Effort Score Survey Automotive 203

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeannie Walters.

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Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why? Company : DataCamp.

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Chief Customer Officer eBook Customer Success Software 40

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. In this book, Ury teaches you the steps to a positive no.

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Customer Service Case Study Gamification Culture 100

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

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Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Prepare Yourself to Move Around Different Industries.

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Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Implementing a Customer Success Strategy is a Cultural Transformation. It’s not simple.

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B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

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Chief Customer Officer Video Leadership Course 185

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

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Airlines Industry Strategy Customer Experience 176

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Customer Bliss

APRIL 16, 2019

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? Customers will be grateful the closer you can get to offering choices that are right for them.?

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Case Study Study Self Service Chief Customer Officer 174

Kustomer

AUGUST 26, 2022

Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0, Episode Frequency: Weekly Episode Length: 30-40 minutes.

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Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Customer Bliss

AUGUST 10, 2018

This moves “customer-centric” activities from the once-per-year energy expended when the survey results come out, to recurring focus by a united leadership team to improving customers’ lives and driving growth. Building Our Customer Room. How to Build Your Customer-Driven Growth Engine.

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Employee Engagement Company Chief Customer Officer Engagement 111

Customer Bliss

SEPTEMBER 1, 2016

If you want to improve the business engine at your company and gear your growth around the customer, there are four culprits you need to recognize — and then five solutions you can put in play. If you have a copy of my book Chief Customer Officer 2.0 — or if you feel like buying one!

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Management Chief Customer Officer How To Leadership 175

Customer Bliss

NOVEMBER 1, 2018

In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience? The employees are ultimately happier, which creates happy customers. This was a major improvement within their culture.

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Employee Experience ROI Chief Customer Officer Culture 175

Zeisler Consulting

MAY 3, 2022

The symbolic meaning of this is to emphasize that the decisions that are made at that level of responsibility should include a level of deference to what the Customers might want or may think about what’s going on in there. I may have even mentioned it in my book. Why not hire someone to actually, y’know, sit in that seat?

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Chief Customer Officer Customer Centricity Leadership Exercises 72

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

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Customer Service Chief Customer Officer Customer Centricity Consulting 0

ClientSuccess

AUGUST 24, 2018

The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. One of those questions asks, “ What are one to three books, blogs, or thought leaders that have greatly influenced your customer success career, and why? ”. Let’s get started!

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Customer Success Management Chief Customer Officer eBook 40

Customer Bliss

NOVEMBER 23, 2016

Those are: Customers as assets. Build a customer listening path. One-company leadership, accountability, and culture. Whatever I am doing — writing a book, working 1-on-1 with a client, speaking, blogging, podcasting — everything is tied to these five competencies. and my other books and speeches.

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Chief Customer Officer Leadership Culture Innovation 100

ClearAction

JANUARY 8, 2024

Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts. Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives.

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Customer Centricity ROI Policies Chief Customer Officer 62

Customer Bliss

NOVEMBER 3, 2016

If you are regularly engaging leaders in a customer room, the customer analysis can flow from there — and, as an additional bonus, the silo structure that often stunts growth can fade away. The power of the customer room: Visual storytelling. The customer room is set up as an experience. Aided listening.

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Analysis Customer Journeys Chief Customer Officer ROI 100

Customer Bliss

FEBRUARY 23, 2016

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.

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Customer Experience Chief Customer Officer How To e-support 100

SurveySparrow

JANUARY 1, 2020

You wrote your book “Chief Customer Officer : Getting Past Lip Service to Passionate Action” back in 2006. Tell us a little bit more about this strategy and how it’s helping you teach people about customer experience. New job titles are being created around it (i.e.

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Customer Experience Chief Customer Officer Case Study Customers 88

Qualtrics

MAY 22, 2019

It’s one that has seen her give 2,000 keynotes, coach more than 20,000 execs around the world, and publish four best-selling books. Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline.

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Chief Customer Officer ROI Leadership Airlines 40

Gainsight

JULY 9, 2020

However, it was his insights into leadership and teams that struck an interior chord and resonated with something I had read before. As a development and content editor who specializes in customer success, I especially enjoy working with subject matter experts. Leadership and the Team You Create. That would be the Midas touch.

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Leadership e-support Chief Customer Officer Customer Success 59

Beyond Philosophy

FEBRUARY 27, 2017

Through our employee engagement services , we help organizations create a culture that leads employees to become company ambassadors. Hilton seems to be creating an environment where employees can become what our Thought Leadership Principal Michael Lowenstein, PHD, CMC, calls an “employee ambassador.” Are you a loyal employee?

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Rewards Programs Hotels Travel Chief Customer Officer 60