Beyond Philosophy

MAY 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

CX Journey

FEBRUARY 8, 2017

She'll use this information not only for design work that lies ahead but also to educate employees about the customer experience, how they impact it, and where it needs to be fixed. This will feed into hiring practices and onboarding and training programs that will set the employee off on the right foot from Day One.

Culture 80

Culture Customer Centricity Government ROI 80

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

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Qualtrics

MAY 23, 2019

It’s a key role that helps to provide a holistic view of the experiences across the organization, breaking down silos and connecting the work of various departments to drive consistency in both the design and delivery of those experiences. Chief People Officer. Chief Customer Officer (CCO).

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

Wootric CX Blog

FEBRUARY 14, 2019

The “Make Mom Proud” Standard for How to Treat Your Customers , a coach for Chief Customer Officers, host of the podcast The Human Duct Tape Show , and frequently writes articles on her site, Customer Bliss. And we probably haven’t even got everything covered. Jeannie Walters.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SmartKarrot

MARCH 10, 2022

In the wake of the remote working structure, the CIO has become responsible for creating an IT structure that is functional and customer centric. This has led to the CIO role expanding to include customer experience. Customer interaction has changed, and customers feel happy when their needs are met.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. Here is the link. But what if that’s not enough in the 21st century? Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. they hired a Chief Customer Officer and a Chief People Officer. But, one day. Because of that.

Chief Customer Officer 126

Chief Customer Officer Culture Transportation Leadership 126

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Customer Alignment

DECEMBER 18, 2017

Think Smiling Companies, Happy Customers. Image courtesy of Pixabay

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Lumoa

JUNE 22, 2021

But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer. And you realise that if you, if you don’t have a customer centric mindset, you’re never going to be able to create good experiences and this line of business good experiences is what you live from.

Customer Centricity 208

Customer Centricity Customer Experience Hotels Customer Journeys 208