Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Robbie Kellman-Baxter, Author & Consultant.

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Leadership Chief Customer Officer Touchpoint Hotels 208

TechSee

MARCH 7, 2023

Elizabeth Dixon, Independent Consultant, ex-Chick-fil-A – As an experienced leader of business and people development, Elizabeth has demonstrated a history of shifting corporate culture, creating strategy, leading teams to implement, and measuring impact. She is known globally for transforming businesses.

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Contact Center Leadership Hospitality Chief Customer Officer 207

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer.

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

CSM Magazine

AUGUST 30, 2023

. “We’re thrilled to be Avaya’s SLED Partner of the Year — it’s a testament to our shared vision of ‘innovating without disruption’,” said Evan Jones, Chief Customer Officer of Waterfield Tech. “The State, Local, and Education sectors face unique challenges.

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ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

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Chief Customer Officer Marketing Leadership Groups 148

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?

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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.

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Airlines Industry Strategy Customer Experience 176

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. With many SaaS products, the end-user is not the client, and their experience must be factored into the customer success equation.

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ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. By doing so, you simplify matters for the client.

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Social Media Chief Customer Officer Call Center Video 110

Customer Bliss

MAY 2, 2019

In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role. This knowledge is then communicated from the sales team all the way to customer service, which helps everyone improve their customer relationship. “I ” About Rosalyn Curato.

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Company Strategy Chief Customer Officer Financial 149

Gainsight

FEBRUARY 9, 2022

strategy consulting) where they learned “high touch” client service. While they don’t need to have worked in management consulting, the skillset they need is that of a “Consultant.” While they don’t need to have worked in management consulting, the skillset they need is that of a “Consultant.” underneath them.

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Customer Bliss

JANUARY 17, 2019

Through providing this type of service with prepaid cards, Netspend helps serve the underserved – and this aspect alone means the company has to place heavy importance on customer experience. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts.

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Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement.

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Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

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Customer Bliss

AUGUST 23, 2018

Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. Communicate your role to your colleagues and peers. Determine who will help drive your CX strategy.

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Transportation Industry Management Guidelines 129

Gainsight

MARCH 10, 2022

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. She joined Adam in the Building Your Customer Success Career episode. In the past, customer success reported into Sales, Marketing, and Operations.

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CX Journey

JUNE 14, 2017

If you're relatively new to this field - let's say you've been on the frontlines for the last couple of years - and want to branch out to consult, my advice to you is this: consultants in this field are a dime a dozen; find your niche, build your brand, and help others understand how you're different and why they should hire you.

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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.

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Chief Customer Officer Customer Success Handbook Knowledge Base 91

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. After 10 years of corporate experience, sufficient apprenticeship under the auspices the CXPA, and with a CCXP certification in-hand, I started my own consulting practice in 2014.

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Gainsight

JUNE 8, 2022

Furthermore, the mission should be the North Star for all company goals such that any project, initiative, or even internal meeting, should clearly tie back to the customer-centric mission. . Many companies communicate across their organization effectively to ensure that every department understands the primary objectives.

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Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

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Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? Does your team have an evangelist? A data analyst?

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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.

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Customer Bliss

NOVEMBER 21, 2017

Key Takeaways About Implementing the CX program: Marc and his team brought on a consultant to help them develop an end-to-end journey map. It’s imperative to have a customer journey map. You need to understand the experience from the customer standpoint so you can make adjustments along the way.

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Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.

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Gainsight

APRIL 14, 2022

Strong communicator. But most companies have their CS Ops lead reporting to the CS leadership—Chief Customer Officer, VP of Customer Success—the COO or the CRO. . Create the structure and processes for executing the “one-to-many” CS approach (bulk email, in-app engagements, events, community, etc.).

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Chief Customer Officer Leadership Report Customer Success 52

Amity

APRIL 7, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. This often means your customer success team’s impact on the company’s growth. In return, this impedes their ability to scale.

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Customer Success Chief Customer Officer How To Metrics 67

Education Services Group

APRIL 16, 2021

What is the ESG Customer Success Maturity Model? Your CS engagement model is the structured process by which CSMs engage with your customers. Each customer segment will have their own engagement procedures, delineated by factors like high touch and tech touch (though these pathways of communication are no longer mutually exclusive ).

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Customer Success Chief Customer Officer Metrics Competitive Advantage 52

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

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Rewards Programs Hotels Travel Chief Customer Officer 60

SurveySensum

MAY 9, 2022

It tells you what is working, what your customers are liking, and what they are happiest about and you can focus on just that! Nicholas Zeisler , CX Strategist and Fractional Chief Customer Officer at Zeisler Consulting shares a similar view. So, invite your loyal customers to share their stories with you.

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Feedback Case Study Effort Score Chief Customer Officer 52

ChurnZero

NOVEMBER 27, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design.

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CSM Practice

APRIL 17, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. This means your customer success team’s impact on the company’s growth. In return, this impedes their ability to scale.

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Customer Success Chief Customer Officer Metrics Effort Score 56

ChurnZero

FEBRUARY 23, 2023

The customer lifecycle management framework consists of five stages—each with its own set of metrics. Improve customer onboarding You never get a second chance to make a first impression. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

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Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

The customer lifecycle management framework consists of five stages—each with its own set of metrics. Improve customer onboarding You never get a second chance to make a first impression. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ClientSuccess

OCTOBER 10, 2018

The strongest relationships are those built on honest and open communication, a clear understanding or direction of purpose, and being unified in that purpose. Customer Success starts and ends with helping others realize value. 5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

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Help Scout

SEPTEMBER 14, 2021

Customer service is also important for small businesses because it opens a direct line of communication with customers. Those conversations can lead to product breakthroughs and insights — or even reveal a new customer segment you didn’t know existed. Tip #1: Don’t worry if it doesn’t scale.

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Customer Service Self Service Tips Chief Customer Officer 127

ChurnZero

DECEMBER 29, 2020

How To Nail Implementation and Customer Success Handoffs. As a critical cog in customer onboarding, implementation can cause a domino effect of delays and bad impressions if they don’t effectively communicate with Customer Success to transition customers. 6 Dos and Don’ts for Improving Your Customer Onboarding.

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