Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. into a multi-billion dollar brand. Read Chip’s guest post on the Customer Bliss blog about the importance of giving others your best: Mama’s Manners: A Guest Post by Chip Bell.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

Customer Bliss

MARCH 5, 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? They think about their customers’ emotions first.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Optimove

DECEMBER 4, 2023

“Congratulations to all of the Heptagon Award nominees and winners,” said Varda Tirosh, Optimove’s Chief Customer Officer. As always, we considered the incremental impact on their campaigns’ revenue and their use of intelligent orchestration tools, among others.

CRM 59

CRM Marketing Chief Customer Officer Tips 59

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. What motivates them to buy? Where do they hang out?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Customer Success Leader.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

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

Alida

JUNE 16, 2016

Her presentation at the Summit, The Five Decisions of Beloved and Prosperous Companies , will reveal actionable tips on how companies can transcend normal business practices to be customer-centric, how culture acts as a growth engine and how brands can thrive in both good and bad times.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Trends 59

Trends Chief Customer Officer Strategy Social Media 59

ProProfs Chat

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. But not all of them point towards ‘the best tips’. They all have some practical tips that contribute to building a better service for your customers. Ingrid Lindberg CXO & Founder, Chief Customer.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. Community isn’t just about those one off conversations with our customers.

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

Gainsight

DECEMBER 1, 2022

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. Build Your Personal Brand. As a CS professional , building your company’s brand is already a priority.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Help Scout

APRIL 27, 2021

Using real-world stories from companies like Fidelity, Mayo Clinic, and other known brands, authors Manning and Bodine highlight the significant discoveries and gains companies achieve when they change from an “inside out” focus to an “outside in” approach. Be Our Guest: Perfecting the Art of Customer Service”.

Customer Experience 117

Customer Experience Retail Chief Customer Officer B2C 117

ChurnZero

JANUARY 26, 2022

Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience. Liz Friscino, Managing Director, Client Success, FiscalNote. About the author.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . Value Realized will help uncover trending best practices, thought provoking strategies, how to build a brand/career in CS and how to deliver impactful experiences to those around us.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

Thematic

FEBRUARY 13, 2019

I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” Your product is the brand.

Customer Experience 48

Customer Experience Chief Customer Officer Guest Experience Hospitality 48

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . Do you want to open up an industry community to bring people in that are not yet your customers in the hopes that one day they will be?

Chief Customer Officer 52

Chief Customer Officer Multi-Channel Knowledge Base Engagement 52

ChurnZero

FEBRUARY 23, 2023

The customer lifecycle is straightforward. It describes the process from the moment a company connects with a prospect—to becoming a customer—and ideally evolving into an advocate for the brand. The key to effectively managing a customer lifecycle is metrics. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

The customer lifecycle is straightforward. It describes the process from the moment a company connects with a prospect—to becoming a customer—and ideally evolving into an advocate for the brand. The key to effectively managing a customer lifecycle is metrics. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

JANUARY 26, 2022

Liz Friscino, Managing Director, Client Success, FiscalNote Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

ChurnZero

DECEMBER 27, 2019

Is the onslaught of support tickets, emails, and customer complaints forcing you to live in a constant state of reaction? 5 Tips f or Dealing with An Angry Customer (The Right Way!) . Mitigation starts with an acute self-awareness of your initial reaction to a customer’s concerns. You’re not alone.

e-support 64

e-support eBook Chief Customer Officer B2B 64

Gainsight

JUNE 7, 2022

Conducting branding initiatives to clarify team goals, then sharing stories of renewal wins (Graham). Executive Business Reviews (EBRs) can help customers get more out of their relationship with you. If companies today are to align with customers’ needs, they must have new tools to do it. .

Chief Customer Officer 52

Chief Customer Officer Customer Success Sales Omni-Channel 52

SurveySensum

MAY 9, 2022

Word of mouth marketing brings more customers than anything else. If you are looking for a refrigerator, for instance, it is the reviews of the previous customers about the brand and features that you are going to take into consideration, right? Ask your customers what they’d like to read about? What are they looking for?

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

ChurnZero

MAY 29, 2020

It begins the first time a customer interacts with your brand. Marketing usually creates the first touchpoint when a customer sees a paid ad or visits the company’s website. Next, the customer interacts with Sales to confirm a match and close the deal. More Essential Customer Success Metrics.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).  Brands that execute this effectively (e.g., Nordstrom, Zappos, etc.) all credit their success to combining behavioral economics and data.

CRM 65

CRM Technology Data Net Promoter Score 65

Gainsight

APRIL 27, 2022

In the spirit of category creation, one of the impacts that Gainsters value is how our category catalyzed a brand new career—Customer Success—showing up in roles such as Customer Success Managers, CS Operations Professionals, CS Executives, and Chief Customer Officers. Gainsters Value Flexibility.

Chief Customer Officer 52

Chief Customer Officer Conference Software Meeting 52

Wootric CX Blog

JULY 15, 2020

Here are the specific questions he recommends for brand-level NPS: Promoters: “ What is it that makes you most likely to recommend {{company}}?”. Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric. Your metrics should flow from your unique business strategy.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

Strategy 64

Strategy Marketing Case Study Effort Score 64

Chattermill

MAY 12, 2019

We found that the New Gold Standard delivers practical advice that leaders can apply to their CX program, even if their brand is far from luxurious. The Customer Experience Book: How to Design, Measure and Improve Customer Experience in Your Business by Alan Pennington. What do your customers hate? by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Culture 10

Culture Chief Customer Officer Net Promoter Score Effort Score 10

Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. The remaining two sessions covered customer-centric strategy development and the transformational journey. Doug Leather. “Very imformative and thought provoking.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Here are three tips gathered from speaking with practitioners in the space on how to jumpstart your cognitive AI program.

Customer Experience 59

Customer Experience Self Service Chief Customer Officer Touchpoint 59

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. he has been supporting the customer relationship management professionals and teams for over decades now.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

FEBRUARY 9, 2022

As a CCO, the first thing you need to do before presenting your case of budget for customer success in front of the CFO is to look at numerous factors that contribute to customer success investment. Hiring new CS (Customer Success) professionals: Hiring the right professionals can get any brand to doubleits growth.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10