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. So, today I want to tell you about three things that you must be aware of to align your departments and create a consistent experience for customers. #1: First action is do a trust audit.

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Chief Customer Officer Video Leadership Course 185

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. Annette Franz.

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Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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. Foster Good Employee Experience. Listen to our conversation, here.

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Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. 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.

Airlines 176

Airlines Industry Strategy Customer Experience 176

Customer Bliss

MAY 7, 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? It’s about enabling employees to act in situations where valued customers are at risk.

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Self Service Chief Customer Officer Course Policies 178

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

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Customer Centricity ROI Policies Chief Customer Officer 62

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

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Chief Customer Officer Telecommunications Employee Experience Measurement 95

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

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Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

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Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

JANUARY 18, 2018

“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. .”

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Leadership Consumers Customer Experience Chief Customer Officer 128

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Invest Deeply in Listening to Your Customers. Lexi Reese is the Chief Operating Officer at Gusto, a B2B company that offers fully integrated online HR services to handle payroll, benefits and more.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, How Net Promoter Companies Thrive in a Customer-Driven World.

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Leadership Chief Customer Officer Social Media Loyalty 120

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). The reason?

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Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 48

Chief Customer Officer Telecommunications Employee Experience Measurement 48

Customer Bliss

JUNE 4, 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? Employees want to do the right thing, and they want to be noticed for it.

Chief Customer Officer 149

Chief Customer Officer Video Innovation Course 149

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. How to Create Great Customer Experience .

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Customer Journeys Chief Customer Officer Survey Voice of Customer 120

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. , They needed some help defining the client/customer experience journey.

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Competitive Advantage Chief Customer Officer Infographics Culture 148

Customer Bliss

MAY 5, 2016

While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.

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Customer Experience How To Chief Customer Officer Roadmap 100

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. Improving the partner and customer experience.

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Chief Customer Officer Leadership Video Customer Experience 100

Qualtrics

MAY 22, 2019

Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. 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. We are living in a world where customers have the megaphone,” says Jeanne.

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Chief Customer Officer ROI Leadership Airlines 40

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Lynn Hunsaker.

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Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Blake Morgan.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. Daryl’s book puts the highs and lows on paper. They are a reality.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

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Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. And besides all this, you’re also a customer experience manager at ICE.

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Customer Centricity Customer Experience Hotels Customer Journeys 208

SmartKarrot

JULY 27, 2020

Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Let’s have a look at some of the books, blogs, certifications, groups, and whitepapers, etc. Chief Customer Officer 2.0: Yes, you got it.

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Resources Customer Success Chief Customer Officer Customer Retention 10