Customer Bliss

AUGUST 8, 2017

A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

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

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? I’ve always been fascinated by communication and those that are incredibly effective at it. Is this good for the Culture?

Chief Customer Officer 40

Chief Customer Officer eBook Customer Success Software 40

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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. Create a customer-centric culture.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Listening to the customer never stops. Implementing a Customer Success Strategy is a Cultural Transformation.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

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! Since working at a call center after graduating college, Amanda has been entrenched in the world of customer service. Took the time to understand cultural differences.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits. Market hope. Conclusion.

Chief Customer Officer 100

Chief Customer Officer Leadership Resources Culture 100

ClearAction

JANUARY 8, 2024

Assess what’s out-of-sync with customers in your vision, mission, values, structure, and CapEx / OpEx policies. Re-align out-of-sync policies, processes, agendas, reviews, metrics, approvals, rewards, recognition, and succession. It’s all about how you collect, clarify, communicate, and champion insights.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Gainsight

MARCH 7, 2022

Level 0: No relationship; all communication goes via Zendesk/Jira. Level 1: A culture of collaborating, but only on escalated clients. Level 4: Teams share KPIs and other important metrics (e.g. Communication + Accountability Is the Ultimate Equation for Success. Level 3: A few shared projects (e.g., NPS, onboarding) .

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

Customer Bliss

NOVEMBER 1, 2018

In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience? The employees are ultimately happier, which creates happy customers. This was a major improvement within their culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Customers are satisfied and experience value as a result and the business receives loyalty. Build A Culture Not a Solution. Build a culture, not a solution”. Leverage digital email/in-app metrics as a way to track overall engagement 2.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. During this time, they also developed organizational principles for how they would interact and communicate with customers.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. Well, then … you don’t love customers. You love sales metrics. But it’s very different than being a customer-driven company. United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. One big thing we discussed here is the idea of “culture work.” It’s not just about specific CX metrics. About Karen. Feedback Loops.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Our #1 goal is to earn customers’ business for life!

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

CX Journey

JANUARY 26, 2016

That's a true "what the hell is customer experience" culture. what would the customer say? what would the customer say? what would the customer say? what would the customer say? what would the customer think of that? how would that make the customer feel?

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

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

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.” Let’s preface the rest of this post by saying: clear definition of success metrics is critical to your outsourced program.

Contact Center 159

Contact Center Chief Customer Officer Training Measurement 159

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 #8: Report on customer service metrics at company meetings.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. She is process and culture-driven, building high performing teams.

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

InMoment XI

OCTOBER 26, 2022

The keys lie in your customer data—and how you leverage it. 3 Necessities for Stand-Out, Seamless Customer Experiences in Retail. Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 3: Encourage a Culture of Commitment.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Chief Customer Officer 2.0.

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. ” In 2012, Audi actually did a 10-city tour focused on the customer experience, visiting both Audi employees and dealerships. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

CSM Magazine

DECEMBER 20, 2016

The other challenge is fundamental, and it has to do with showing a quantifiable business impact of CX initiatives behind purely qualitative metrics of customer satisfaction or similar. Challenge 1: Who should govern customer experience management? Who should own customer experience? The simple answer is – everyone.

Customer Experience 40

Customer Experience Government Chief Customer Officer Customer Journeys 40

Gainsight

JUNE 23, 2022

Chief customer officers should consider ways to efficiently scale. This is true for five key reasons: New sales will decline rapidly as fear slows new decisions, so existing customers become even more important. Pooled approaches to customer success. Peer-to-peer communities to allow clients to help one another.

Self Service 52

Self Service Financial Chief Customer Officer Sales 52

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. C-Suite executives need to have strong leadership and communication skills. They should also have team-building abilities.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Amity

JULY 26, 2018

Customer success managers can be of many kinds of backgrounds, but they should all have certain traits , such as being empathetic, proactive, a great communicator, and strategic. The former may tell applicants that you don’t really know the difference between the various customer success roles. using a few sentences.

Customer Success 65

Customer Success How To Chief Customer Officer Metrics 65

ClearAction

NOVEMBER 16, 2017

Business ecosystem (= customer experience ecosystem) includes customers, employees, suppliers, distributors, partners, agencies, competitors, rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) and the logistics and interactions between all these stakeholders and rituals.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ClientSuccess

AUGUST 24, 2018

From : Sara Masson , Senior Customer Success Manager. This a phenomenal read that speaks to open and honest communication, taking ownership, and effective communication. The communication methods illustrated can be equally applicable for anyone who needs to become comfortable with the art of the difficult conversation.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

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.

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

Gainsight

JULY 9, 2020

Each year it was essentially a new organization, with different members, metrics, and leaders, but still, you reached your $100 million goal. It is a considerable risk not to find the right people who will not just do the job well, but also fit your company’s culture. That would be the Midas touch. Your Head Coach—The CCO.

Leadership 59

Leadership e-support Chief Customer Officer Customer Success 59

ClientSuccess

OCTOBER 17, 2018

Whether it’s a new calendar tool that shows multiple time zones at once, a great email subscription platform to stay on top of industry trends impacting our customers, or a new screen capture tool that allows us to communicate with our customers more efficiently, everyone on our team is constantly stumbling upon these micro-wins.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

Kayako

DECEMBER 3, 2015

Often at senior management level, people want to have owned successful projects that have driven significant material change to key metrics like revenue, profits, churn, satisfaction and so on. For example: Ben wants to hire a new customer support advocate for his team. to 1%, break down what you’ll need to get to 2% and then 1.5%

Customer Service 120

Customer Service How To Case Study NPS 120

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48