Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

InMoment XI

FEBRUARY 1, 2023

After working with many of the world’s best brands for over two decades, we’ve seen CX teams report to the CMO, the COO, and directly to the president/ CEO at various points—this conversation made us think about what impact the reporting relationship has on CX success.

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Beyond the challenges of this moment, brands must look ahead to think about the bigger picture of what CX could look like.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Customer Bliss

MARCH 26, 2019

As customers, we find joy and enjoyment in engaging with brands who act in this way. I deliberately make my podcast , not about broadcasting your successes, but broadcasting the journey of the chief customer officer. The work is interesting, but what really drives the work is culture. What didn’t work?

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

Customer Bliss

SEPTEMBER 12, 2019

Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” ” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an incredible 81% stagnated.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. I call that One-Company Leadership. Episode Overview. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

TechSee

MARCH 7, 2023

Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation. Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 ” – Joanna Carr one of the contributors of the book The Cult Of The Customer Author: Shep Hyken | Buy the book here ”I love to see others succeed. Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Customer Bliss

OCTOBER 11, 2016

Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and ascension within the Hilton brand all the way up to his global position today. Hilton is a massive global brand. Go to the hotels.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. It takes customer centered leadership to make the vital touch-points work in harmony to deliver your brand promise and provide a seamless customer journey.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

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. Patrick Dempsey OBE.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. ” become part of our lives as customers? Many point to the automotive industry as the beginning of this survey score culture. Start with the story of customers’ lives. ? ?

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

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. One thing is for certain, customer needs and behaviors are always changing.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

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. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

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.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Zeisler Consulting

AUGUST 17, 2021

How do you sell CX to leadership? And in the end, it’s not just my reputation as a CX professional (and Fractional Chief Customer Officer or CX consultant) that’s at stake: It’s the overall impression of CX as a profession itself. I’ve even written about it myself on several occasions.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Zeisler Consulting

MAY 3, 2022

From time to time the story pops up when discussing some brand that has a reputation (earned or not) for great Customer-centricity, or it shows up in a business book here or there. But it occurs to me as I work with clients who are striving to become more Customer-centric: What a waste of a seat!

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Leadership Exercises 72

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Be a culture sleuth.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

Customer Bliss

OCTOBER 31, 2019

As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. Address Ambiguity in Leadership Roles. This deep dive is what I often refer to as the underbelly work.

Chief Customer Officer 111

Chief Customer Officer How To Social Media Analytics 111

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. She also is responsible for enhancing the company’s brand journey, including data analytics, digital marketing.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

ClearAction

JANUARY 8, 2024

Increase your customer insights utilization rate to ensure all managers and employees recognize and respect that their existence is a direct result of customers selecting your brand, and hence, paying for your jobs. champion continuity of value across the end-to-end customer journey for customers and investors.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 100

Customer Experience Chief Customer Officer Leadership Culture 100

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Zeisler Consulting

MARCH 30, 2021

Let’s look at another example with a different Why : Although culture is a huge part of a successful CX effort, if that’s all it is, there’s likely an issue. If, in your division (whichever it is), you’ve seen the importance and impact of concentrating on your Customer, take those successes and share them.

Chief Customer Officer 93

Chief Customer Officer Culture Survey Interaction 93

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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.

Customer Experience 100

Customer Experience Chief Customer Officer How To e-support 100

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

CX Centric

MAY 28, 2019

Sharon Boyd, Chief Customer Officer from MKL Innovation, opened the session with a very powerful keynote. Boyd is a versatile women who happens to be the Chief Customer Officer for MKL Innovation, a Internet of Things solutions provider. Driving Growth through Employee Experience Management.

Employee Experience 40

Employee Experience Chief Customer Officer Culture Innovation 40

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. Develop personal brand.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190