Customer Bliss

SEPTEMBER 27, 2018

Customers complained that their problems were taking too long to be solved. Lucy had to figure out how to design her organization in a way where all of the departments are working together to achieve customer success. Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers.

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

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. Build one-company definitions of customer segments, customers to invest in.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

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? Shortcut: How Analogies Review Connections, Spark Innovations, and Sell our Greatest Ideas , by John Pollack. Company : DataCamp.

Chief Customer Officer 40

Chief Customer Officer eBook Customer Success Software 40

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. Meaning, if you have a CEO who cares deeply about customer experience and takes it on, your company is going to reap the benefits.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. This CX transformation will only occur with consistent and united behaviors, communications, and actions practiced by leaders. When did you begin to make progress?

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Make the customer experience work, real. Connect what you’re doing to how it’s going to help the C-Suite, your peers, and the business. Episode: How to Win the Chief Customer Officer Role, with Sandy Miranda.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

Customer Bliss

JANUARY 10, 2019

Michael and his team needed to create movement around a communication and channel strategy to keep clients. Use Education and Emotion to Communicate with the Customer. Understanding that energy considerations are a low priority for most consumers, Michael and his team have to break through customer apathy.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Patricia Smith, VP of Customer Support, Hotwire Communications – Patricia was a finalist at the 2023 Stevie Awards for Customer Service, as Woman of the Year.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

OCTOBER 4, 2018

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. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

Airlines 176

Airlines Industry Strategy Customer Experience 176

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Chief Customer Officer 123

Chief Customer Officer Case Study Airlines Customer Service 123

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Communicate the differences between customer service and experience.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. She ensured decisions were communicated and that action items were coordinated between divisions and completed.

Chief Customer Officer 100

Chief Customer Officer Return on Investment Leadership Hospitality 100

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. Social media and the state of customer feedback. About the Author.

Social Media 59

Social Media Chief Customer Officer Survey Lifetime Customer 59

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. We all know what it is like to connect pieces of a jigsaw together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. It may take intense relationship building and a dedication to communicating CX results. Strategist – Knows that CX is more than fluffy, feel-good words about customer happiness.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. But it’s also about creating the cadence of how leaders communicate and how leaders communicate in a consistent way. You’ll see there’s data configuration.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Then came the CTO and the CMO. So where is the line?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Customer Bliss

DECEMBER 28, 2018

The principles are as follows: Ask, will it make the life of the customer easier? Know it before the customer tells you. CARE (Connect/Acknowledge/Resolve/Empower) at each interaction. Additionally, Patricia reminded us that we have to constantly communicate to the C-Suite that this work takes time.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Gainsight

MAY 3, 2023

Here’s a sneak peek from the VMware team’s presentation: “Success Planning is an opportunity for you and your customers to collaborate, but how can you do that at scale? Leveraging our Connect Success Platform, VMware allows customers to self-service and self-select their desired business outcomes.

Chief Customer Officer 52

Chief Customer Officer Self Service Conference Customer Success 52

Gainsight

MARCH 7, 2022

Our founder, Nick Mehta, who believes that Customer Success and Product teams should be “BFFs,” hopped onto LinkedIn recently to take the temperature of the market and see where leaders think their companies are on a maturity curve: . Level 0: No relationship; all communication goes via Zendesk/Jira.

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

Blake Morgan

JANUARY 23, 2023

Focus on what customers care about. – Kofi Amoo-Gottfried , CMO at DoorDash: “What helps us communicate and focus is to boil it down to a simple thing: How can we help right now? People who feel like they’re friends with you as a brand and connect with you in that way will want to buy whatever you represent.

Customer Experience 64

Customer Experience Chief Customer Officer Social Media Brands 64

Customer Bliss

MARCH 22, 2018

You have to understand the different audiences and how to communicate why this work is relevant, and what’s in it for them. . These teams must be careful that they don’t become just the delivery mechanism for data, or a communication channel; they have to create value. It has been an honor to lead this type of work.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Leverage Tech to Connect With Customers. New term from #CCOUSA from @DavidKepron : “technempathy” value of tech is to create emotional connection with customers. Jim Bass (@JimBassCX) February 5, 2020.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Customer Bliss

NOVEMBER 1, 2018

Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Outdated technology was slowing communications and leaving some customers less than satisfied.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

Consulting 89

Consulting Customer Success Strategy Chief Customer Officer 89

Gainsight

FEBRUARY 9, 2022

Your Customer Success Executive Profile: The CS leader should lead from the front and be phenomenal with your clients. You likely don’t have a big team, so they need to be world-class and help you scale with your customers. They should know how to connect with executives at your customers and teach your team how to do the same.

Customer Success 52

Customer Success Chief Customer Officer Report Sales 52

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Forming these connections also allowed her to be an internal advocate for her global partners. Amanda partners with senior leaders across the company to increase a customer-centric culture at the company.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

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. , Over time, Edwin began to see how branding and reputation management played a role in customer experience.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72