Customer Bliss

AUGUST 23, 2018

Starting off as a customer insights manager with a degree in engineering, Anand shares how this role gave him an opportunity to understand more of the inner workings of the company and use his analytical skills to bridge gaps and problem solve. C2C now has an internal customer service week once a year.

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Transportation Industry Management Guidelines 129

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Every company has a culture, and it isn’t something you can directly build. What does a customer service culture look like?

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Culture Customer Service How To Policies 139

Customer Guru

MARCH 15, 2018

Stefan Michels, Director Customer Service and Experience, QVC – an American cable, satellite and broadcast television network, and flagship shopping channel specializing in televised home shopping that is owned by Qurate Retail Group. How have you seen the concept of customer experience evolve in these years?

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Culture Customer Experience Customer Service Customer Centricity 85

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. She also is responsible for enhancing the company’s brand journey, including data analytics, digital marketing.

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Customer Journeys Customer Experience Chief Customer Officer Culture 100

Gainsight

JUNE 9, 2021

PT) to continue binge-ing the best customer-focused content! Major Takeaways: Companies need to organize and set up teams properly to accomplish growth. They also have to realize that customer success is a team sport that requires a coordinated effort between CS and Sales. Top Picks: Simplifying Customer Success.

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Effort Score Chief Customer Officer Sales ROI 52

ProProfs Chat

JUNE 30, 2020

Navigate when office politics is on the rise. But it definitely gives a great insight into how leaders can bring a lot on the table easily. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

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Customer Service Handbook Customer Satisfaction Loyalty 85

SmartKarrot

OCTOBER 29, 2021

Thanks to their extensive experience coaching and interacting with customers, CS teams have an exclusive perspective as they are on the frontlines of the customer-company relationship. Their job role includes working on behalf of the customers daily. This very reason makes them the most powerful voice of the customer.

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Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ClearAction

JUNE 8, 2015

While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. CX Team Dysfunction Affects the Customer Experience. Members are unclear of what Customer Experience means. Poor definition or scope — @MarkOrlan.

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Customer Experience Sports Guidelines Chief Customer Officer 48

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services.

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Customer Success Chief Customer Officer B2B Leadership 23

Kustomer

MAY 28, 2020

Blake is dedicated to helping prepare businesses for the modern customer and helping them become the companies of the future. She is also the author of The Customer of the Future and hosts her own podcast titled “The Modern Customer.” The Customer and Company of the Future. Listen to the full episode below.

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Culture Customers Competitive Advantage Innovation 52

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

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Chief Customer Officer How To Customer Centricity Social Media 10

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. She led CX company-wide for 11 years at Applied Materials.

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Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders.

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Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Customer Guru

DECEMBER 13, 2017

I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years. Source: Google Trends.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119