TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

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

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. Implementing a Customer Success Strategy is a Cultural Transformation. It’s not simple.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

JANUARY 10, 2019

Michael put together process documentation for how they would handle situations related to customer service and clean energy. 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. Retention strategy.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

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

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. NPS, onboarding) .

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Francis created an internal messaging board to document customer interactions.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. Implementing CX Beyond the Local Level .

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. She learned about the type of customers that were a good fit for Allovue and shared this information with the sales team. ” About Rosalyn Curato.

Company 149

Company Strategy Chief Customer Officer Financial 149

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”. New ChurnZero Resource: How to Sell Customer Success Software to the C-Suite.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

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.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

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

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. United Leadership: Necessary to move from talk to action. ” and then you release products before customers have given feedback to make your sales quarter? Well, then … you don’t love customers.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Most organizations are active on LinkedIn beyond marketing activities to promote hiring, share tidbits of company culture externally and to collaborate. And if so, do you have any tips on what to post? JD : Absolutely!

Customer Success 102

Customer Success Tips Chief Customer Officer Leadership 102

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. As fast as you catch up with customer expectations, they shift again and customers expect more.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Why does this drive growth?

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

CX Journey

JANUARY 26, 2016

That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA. 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?

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

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

Customer Bliss

MARCH 8, 2018

Looked at how to bring sales and customer service together. Walk the C-Suite and Departments Through the Customer Lifecycle. During Charlotte’s “day in the life” process, she deliberately walked the C-Suite through the lifecycle of the customer.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

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

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

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.” Bring Sales and Brand Managers into the tent, too. But he went ahead anyway. Bring marketing into the picture. And calibrate some more.

Contact Center 159

Contact Center Chief Customer Officer Training Measurement 159

Gainsight

JUNE 23, 2022

Varying impact on sales and customer retention from issues in your client base or industry. 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.

Self Service 52

Self Service Financial Chief Customer Officer Sales 52

Amity

FEBRUARY 6, 2019

I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. Depending on the size of your organization, it’s important to understand where Customer Success fits among Marketing, Support and Sales. Communication.

Customer Success 71

Customer Success Management Chief Customer Officer Course 71

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

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. He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

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. The customer service equivalent could work a few different ways.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

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

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . Drivers for corporate growth are no longer limited to Sales and Marketing. Customer Success has proven itself as a new driver for growth.

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Customer happiness and product features won’t float the bill. . C S and Sales strengthen their bond. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

CX Journey

FEBRUARY 8, 2017

When we think transformation, we need to make real change that customers can see and feel. Culture does not change because we desire to change it. Culture changes when the organization is transformed – the culture reflects the realities of people working together every day. And, in turn, extend that average tenure!

Culture 80

Culture Customer Centricity Government ROI 80

CSM Magazine

DECEMBER 20, 2016

Who should drive customer experience initiatives and be the advocate of a customer-centered culture within the company? The not-that-simple one is that customer experience is in essence cross-functional, so assigning the mission to anyone biased to a particular corporate domain (marketing, sales, operations, etc.)

Customer Experience 40

Customer Experience Government Chief Customer Officer Customer Journeys 40

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

JUNE 3, 2016

I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. Depending on the size of your organization, it’s important to understand where Customer Success fits among Marketing, Support and Sales. Communication.

Customer Success 68

Customer Success Management Chief Customer Officer Course 68

Beyond Philosophy

APRIL 14, 2015

How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them. Keep track of how much time is devoted to Customer issues in meetings.

Chief Customer Officer 60

Chief Customer Officer CEM Call Center Customer Care 60