CCO Council

MAY 28, 2014

Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to address root causes and begin rebuilding damaged customer relationships. Your job is to ensure that at every step someone is asking the question: how will this affect customers? Rebuild Damaged Trust.

Chief Customer Officer 81

Chief Customer Officer Management Customer Insights Customer Retention 81

ClearAction

JANUARY 8, 2024

Do they ensure value is increasing for customers whenever changes in the business are needed? If your answer is “no” to any of these questions, you’re under-using customer insights! How can CX teams help these organizations absorb, adopt, and act on CX insights for the purposes listed above?

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

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

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. Communicate your role to your colleagues and peers.

Transportation 129

Transportation Industry Management Guidelines 129

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. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Lumoa

JANUARY 19, 2023

Communication and problem-solving, to promote the team initiatives and manage change within the organization. But since that is not always possible, prioritize the skills we listed above, as those will ensure you have the right background in your newly formed customer experience department.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. Chief Customer Officer Customer Engagement Customer Insight Customer Loyalty Customer Retention'

Customer Engagement 81

Customer Engagement Engagement Strategy Chief Customer Officer 81

ClearAction

DECEMBER 5, 2023

As changes happen, communicate proactively to manage expectations. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious.

Metrics 62

Metrics Effort Score ROI Policies 62

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

ChurnZero

DECEMBER 27, 2019

When a customer ceases all communication without any explanation as to why they went silent, you’ve been ghosted. It can seem like an impossible feat to get ghosted customer s to reengage with you since effective communication is a two-way street. 5 Misconceptions Customer Success Has About Product .

e-support 64

e-support eBook Chief Customer Officer B2B 64

ChurnZero

DECEMBER 29, 2020

Check out these essential integrations for Customer Success software that put customer insights at your fingertips to create more enlightened customer experiences. How To Nail Implementation and Customer Success Handoffs. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ChurnZero

MAY 13, 2022

It can feel like a full-time job just trying to keep up with the latest trends touted among LinkedIn, Slack groups, communities, colleagues, competitors, and the list goes on. They cannot live and die by every single thing that happens to every single customer. Expand your product feedback pool beyond customers. “At

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

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

Gainsight

DECEMBER 10, 2018

“In the Age of the Customer, CS teams have joined the ranks of Sales and Marketing in driving business growth by focusing on customer retention—more specifically, impact to net retention as a function of growth. Gainsight Elements: The Science of Customer Success. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. The Emerging CCO Skillset.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Ensure your AI program focuses on 2-way communication In the age of the chatbot and smart assistant, it’s easy to frame cognitive AI as a primarily outbound CX tool.

Customer Experience 59

Customer Experience Self Service Chief Customer Officer Touchpoint 59

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

Qualtrics

NOVEMBER 19, 2019

– Geoff Ho, PhD, Director of Organization Development at Rogers Communications. Empower employees with the freedom to do what’s right for the customer.”. – Luis Angel-Lalanne, VP of Customer Listening at American Express. “If – Anahita Reilly, Chief Customer Officer of U.S.

Management 31

Management Chief Customer Officer Healthcare Banking 31

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. And we probably haven’t even got everything covered. Jeannie Walters.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

AUGUST 20, 2021

Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom. When I look at measuring the success of a program, while it's important to look at response rates, it can really vary by the topic or the target customer,” he says. We communicate what we’ve heard and then say what we are doing about it.”

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Kellie Capote.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

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

Kustomer

SEPTEMBER 3, 2020

The Importance of Listening in Every Stage of a Customer’s Journey. Another useful tactic to adapting in a new market is understanding how the customer communicates in various stages of their experience. We know our customers, the hearts and minds of our customers, better than we ever have before. Is that right?

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Alignment

DECEMBER 18, 2017

Without confidence in text analytics, this vast and expanding unstructured data has remained ‘dark data’ as some call it – the untapped bank of customer insight. Finally – the digital and technology ‘transformation’ of 2017 which was going to improve customers’ experiences forever. Think Smiling Companies, Happy Customers.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Pointillist

MAY 19, 2020

This presents challenges for analytics and business intelligence professionals, 60% of whom say that aggregating and preparing cross-channel data for analysis is the #1 top challenge when analyzing customer data sets to generate actionable insights.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. And then you can ask the question, is it? Are we supposed to be liked by everyone?

Customer Centricity 208

Customer Centricity Customer Experience Hotels Customer Journeys 208