Customer Bliss

AUGUST 28, 2020

Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs. In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. Offset Anxiety Through Clarity of Vision. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

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. Recruit deliberately. Anand now has 5 direct reports rather than his initial two.

Transportation 129

Transportation Industry Management Guidelines 129

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

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.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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. . Here are some of the core functions and roles your CS Ops team will take on to help scale your org: Plan the roadmap for your CS practice.

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

Alliance by IFS

MARCH 31, 2016

That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. Service today might involve a customer standing in front of a piece of equipment, communicating with the service organization. There was also some good news in the survey.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

Customer Bliss

AUGUST 15, 2019

He wanted a better understanding of what was done for the development of the product roadmap and how customer issues were handled. After analyzing these internal processes, Lee developed a system to improve the ticketing process for employees handling customer issues.

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

CX Journey

NOVEMBER 6, 2014

Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? customer experience voc voice of customer'

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. Mike Rivisto and Jessica Countess, ServiceChannel. While their recent NPS score of 73.8

NPS 52

NPS Effort Score Survey Roadmap 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

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

OCTOBER 22, 2018

It may even challenge us to think differently about what Customer Success is really all about. This is a statement I’ve made myself, and that I’ve heard many times over the years from Chief Customer Officers and their teams. I need to scale.”. But perhaps it would be worth our time to ask, “Why?”

How To 51

How To Chief Customer Officer Software Customer Success 51

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. We then present a proposed roadmap of tactics that will help drive the overall strategy forward.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

OCTOBER 7, 2020

The mid-level roles are of a customer success leader while the higher roles are of a director or VP of customer success along with Chief customer officer as the highest role in this team. 2 Identify Customer’s Goals. . #5 5 Create a Roadmap for Customer’s Success. Wrapping Up.

Customer Success 10

Customer Success How To Roadmap Net Promoter Score 10

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management How To Effort Score Customer Success 52

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. 3) Facilitate CX Adoption.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

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

AUGUST 19, 2021

One way leaders can win this backing is through sharing customer success stories with the higher ups, which adds value to your CX team ’s efforts. “I I cannot emphasize this enough, every opportunity you have as a leader in the internal communications, tell customer stories. Every single time.” Wendi Sturgis: (01:13).

Culture 98

Culture Chief Customer Officer NPS B2B 98

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 book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ChurnZero

JANUARY 13, 2023

Educating customers in-product and with actionable content is important as customers become more sophisticated. Equally important is enabling customer success managers with the right data and communication skills so they can have more intelligent conversations that lead to growth for both the client and your company.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98