TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. Be Proactive About Experience Reliability and Innovation.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

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. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

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.

Chief Customer Officer 40

Chief Customer Officer eBook Customer Success Software 40

ProProfs Chat

JUNE 30, 2020

That’s the true essence of customer service experience. 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. Books on Team Building and Leading.

Customer Service 85

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. This is such a critical conversation.

Customer Journeys 111

Customer Journeys Chief Customer Officer Leadership Video 111

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Gainsight

MAY 22, 2024

The result is unbelievable growth and innovation. That’s why we’re building AI tools that can recognize each customers’ goals and build a training customized to what they need to know immediately. We’re also making it easier to find customers that have similar use cases.

Self Service 52

Self Service Chief Customer Officer Tools Customer Success 52

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.

Customer Service 100

Customer Service Case Study Gamification Culture 100

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.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

NOVEMBER 13, 2018

In my new 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? Often, these frailties are what lead to new and innovative products and services.

Chief Customer Officer 174

Chief Customer Officer Video Course Policies 174

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

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

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? And at times, this meant that he did not meet his established monthly customer contact goals.

Chief Customer Officer 149

Chief Customer Officer Video Innovation Course 149

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!

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

Customer Bliss

OCTOBER 22, 2015

Amazon sold their first book in 1995. If they did not sell, ship and deliver that book in a reliable way, they would not have earned the right to the over 200 categories that they sell now. Simplify how key customer intersection points are delivered. Amazon is a reliability engine. Reliability, not “wow!”

Chief Customer Officer 100

Chief Customer Officer Hotels Social Media Innovation 100

Kerry Bodine

MARCH 8, 2017

The innovation team at a government agency I work with also met with strong resistance when introducing design methodologies to the organization several years ago. And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

NOVEMBER 23, 2016

Those are: Customers as assets. Build a customer listening path. Proactive experience reliability and innovation. 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.

Chief Customer Officer 100

Chief Customer Officer Leadership Culture Innovation 100

Customer Bliss

NOVEMBER 13, 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? Click here to learn more about the course and enroll. .

Chief Customer Officer 182

Chief Customer Officer Banking Video Course 182

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA).

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Customer Bliss

MAY 10, 2016

Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience.

Customer Journeys 0

Customer Journeys Chief Customer Officer Training Study 0

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).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

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. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ShepHyken

DECEMBER 26, 2016

This article looks at the internal customer and the process behind delivering better internal service. As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Gainsight

MARCH 10, 2022

As the category creator of customer success, Gainsight is always looking for creative and innovative solutions. . Dana Soza, CEO, and founder of Customer Everything Solutions, is a consultant and coach in the business of helping companies and individuals begin the CS journey. It is an actual situation of success for all. .

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Customer Bliss

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. Tie all metrics back to the customer: Growth and innovation come from the customer. Leadership accountability.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

SmartKarrot

APRIL 20, 2020

We have put together a list of the top 10 customer success books to help understand and learn more about this subject through the perspective of the thought leaders and experts in this field. This is a short read, but it’s jam-packed with strategies and frameworks to help companies to achieve hyper-growth through customer success.

Customer Success 10

Customer Success Chief Customer Officer Case Study eBook 10

Customer Bliss

NOVEMBER 1, 2018

She specifically references lessons learned from my book, I Love You More Than My Dog , that you should connect your personal self with your business self. The employees are ultimately happier, which creates happy customers. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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.

Customer Experience 88

Customer Experience Chief Customer Officer Case Study Customers 88

Customer Bliss

MAY 5, 2016

Cross-functional teams and the ‘three-hump camel’ In my book Chief Customer Officer I refer to these cross-functional teams as building a “three-hump camel.” The goal is real feedback on processes from both customers and employees (external and internal). ” What does that mean?

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

Totango

JANUARY 21, 2020

Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer. Champions a customer-centered mindset within the company. Customer Success Analyst.

Customer Success 84

Customer Success Chief Customer Officer Software Customers 84

Gainsight

APRIL 29, 2021

As our first Chief Customer Officer and author of the Customer Success book, Dan Steinman , said years ago, “The natural tendency of customers is toward churn.” Vendors try to stave this off through R&D, innovating to maintain differentiation. Logo Churn Would Go Up. Did I hear everyone say, “Duh?”

Chief Customer Officer 52

Chief Customer Officer ROI Customer Success Sales 52

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Beyond Philosophy

FEBRUARY 27, 2017

Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals. And when your customer experience improves, so will customer loyalty – with or without a rewards program. Imagine if Every Company had a Chief Customer Officer.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

ClearAction

MAY 29, 2016

Seventh, read books such as A Complaint is a Gift , The Best Service is No Service , Firms of Endearment , Loyalty Myths , The Customer-Driven Company , Happy RAVING Customers , Why Loyalty Matters , Chief Customer Officer , Total Customer Value Management , and Innovating Superior Customer Experience.

Marketing 97

Marketing Customer Experience Chief Customer Officer Social Media 97