Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Blake Morgan

JANUARY 23, 2023

We also integrate our social and customer service teams as true voices of the customer. Every year, I’m on the phone with our call centers or in a car with a claims rep to understand their jobs and how we can make things easier for them, which will make things easier for our customers. Take them seriously.

Customer Experience 64

Customer Experience Chief Customer Officer Social Media Brands 64

Oracle

MAY 3, 2019

Is it customer service? Who should own customer experience? Is it customer service? It is a misnomer that customer service owns customer experience. That said, I do not think any one person can own customer experience. Is it marketing? Watch More: Prefer to read? My opinion is no.

Customer Experience 72

Customer Experience Chief Customer Officer Call Center Customer Focused 72

Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

BlueOcean

MARCH 8, 2016

We’ve heard the story from one of our clients, a chief customer officer who told his CEO that he’d decided to outsource their customer service and was met with “Over my dead body.” We’ll be celebrating nine years as their contact center partner soon…). But he went ahead anyway. Now What?

Contact Center 159

Contact Center Chief Customer Officer Training Measurement 159

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. The Initial CCO Steps.

Chief Customer Officer 0

Chief Customer Officer Industry Social Media Conference 0

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. Adam Toporek.

Customer Experience 147

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. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer 20

Chief Customer Officer Customers Contact Center Call Center 20

Brad Cleveland Blog

APRIL 15, 2014

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Chief Customer Officer 20

Chief Customer Officer Customers Contact Center Call Center 20

Beyond Philosophy

APRIL 14, 2015

Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. When was the last time it highlighted the work of the call center or Customer care reps?

Chief Customer Officer 60

Chief Customer Officer CEM Call Center Customer Care 60

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Absolutely. It’s getting bigger.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

AUGUST 25, 2015

The modern customer is much more savvy. She wants individualized attention and expedited service. She expects more from the companies she works with and won’t accept anything less than excellent customer service. The field of customer success is growing; you’ll have to iterate to stay on top.

Customer Success 40

Customer Success Strategy Chief Customer Officer Call Center 40

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Absolutely. It’s getting bigger.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Chattermill

MAY 12, 2019

Many of the lessons covered centre around customer service and giving customers the best price and the best service possible. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph Michelli. Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

CSM Magazine

DECEMBER 20, 2016

Technology started to permeate customer experience management, from digital experience and call centers to loyalty program management and beyond. It’s not accidental that C-level technologists are increasingly stepping into the picture as well.

Customer Experience 40

Customer Experience Government Chief Customer Officer Customer Journeys 40

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Customer service is still a relatively new department and career path. Yeah, officium, service in Latin.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

GetFeedback

JANUARY 19, 2020

Response rates of 10% or less are common for general customer satisfaction surveys , leaving CX leaders to wonder: What do all those other customers think? Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. Joined LinkedIn groups related to customer experience and customer service and engaged with the group regularly by sharing other people’s content and commenting on threads.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Stella Connect

JUNE 5, 2017

Thomas will discuss how Safelite AutoGlass® brings “unexpected happiness to people’s everyday lives” by focusing on four cornerstones (leadership, focus, talent, and caring) that bring out the best in employees—thus ensuring an outstanding service experience. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center Contact Center Conference CRM 40

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. Download the full LiveChat Customer Service Report 2018 here.

Chatbots 114

Chatbots Chief Customer Officer Touchpoint Report 114

Talkdesk

FEBRUARY 5, 2021

CX Implication: All retail executives at NRF alluded to the fact that technology and customer service must be at the forefront of strategic planning. First, executives need to ensure they have the tools required to communicate with their customers. Business continuity tools for call centers are crucial to consider.

e-support 87

e-support Retail Contact Center Self Service 87

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. For this reason, the service one provided was all the more important.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Kustomer

DECEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jeanne Bliss to discover what it means to be a customer-centric company and to discuss how companies succeed when their employees are trusted and given room to grow. Tune in to the full podcast to learn more!

Airlines 98

Airlines Policies Hospitality Effort Score 98

Kustomer

MAY 7, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Jeanne Bliss, CEO and founder of Customer Bliss , joins Gabe Larsen to discuss her book and her four pillars of quality customer service. in 2018 about the standards companies should have for treating their customers.

How To 64

How To Policies Airlines Hospitality 64

Experience Investigators by 360Connext

MARCH 25, 2015

“Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 Customer emotions matter in the C-suite. More Posts - Website Follow Me: The post Emotions are the Best Customer Metrics After All! appeared first on Customer Experience Consulting.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110