ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Competency Three: Build a Customer Listening Path – Seek input and customer understanding, aligned to the customer journey.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

Customer Bliss

MARCH 14, 2017

She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company. Customers always have ideas: Every software company deals with this.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Measurement 219

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Honor and Manage Customers as Assets of the Business.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. What did they value? What made them happy?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

JANUARY 3, 2018

Have you listened to The Chief Customer Officer Human Duct Tape Show ? From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs. CX Leadership Lessons Learned.

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

Customer Bliss

MAY 18, 2016

In the past 35 years leading customer experience transformation, it has become increasingly apparent that a crucial role of customer leadership executives (The Chief Customer Officer, The Chief Marketing Officer, The Customer Experience Officer) is to unite the company to achieve customer-driven growth.

Chief Customer Officer 79

Chief Customer Officer Leadership Customer Journeys Customers 79

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. It includes focusing the organization on one-company experiences.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO).

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

JANUARY 18, 2018

. “I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. Be Deliberate About Crafting the Customer Experience.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Prevent Siloed CX Work at Large Scale Companies.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journeys Leadership 152

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Recently, I’ve been getting a lot of calls from recruiters for very, very high-level CX leadership roles. Go deep on the company’s background. Get to Know the Leadership Team.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Identify the Company’s Goals 2. Map Your Current Customer Journey 3. What does the company want to achieve? And it will make it easier to build strong relationships and a strong culture of customer centricity. And so on.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. Don’t Assume; Check-in with Customers to Understand How They Feel and Where They Stand.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Your focus is on customer and employee experience. Deep roots.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

Customer Bliss

NOVEMBER 3, 2016

We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. ” Basically, this is the major benefit of a customer room: it will become a tangible depiction of your customers’ journey with you. Aided listening.

Analysis 100

Analysis Customer Journeys Chief Customer Officer ROI 100

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. 4 Culprits That Hinder Customer-Driven Growth. #1. Future annual planning : Should start with the framework of the customer journey.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. Building Our Customer Room. How to Build Your Customer-Driven Growth Engine.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Go around the company, talk to peers. Listen and Understand How You Can Provide Value.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

Customer Bliss

FEBRUARY 4, 2016

It is unavoidable that at some point, your business will suffer a failure that disappoints customers. How your company reacts, explains, removes the pain, and takes accountability for actions signals how you think about customers, and the collective heart of your organization. Drive Accountability to Journey Stages.

Customer Journeys 100

Customer Journeys Chief Customer Officer Leadership Connections 100

Experience Investigators by 360Connext

MARCH 8, 2018

It advertises, but does not build a relationship between companies and their customers. Make it a customer experience—the kind of marketing that builds sales and profitability by being authentic, genuine and in the best interest of customers. Marketing plays a role in customer experience (and vice versa.).

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

Customer Bliss

SEPTEMBER 26, 2019

You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience. Ultimately, headcount affects employee experience which affects your customers. We typically divide up the leadership team, assigning them by competency. CX #customerexperience Click To Tweet.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Resources 137

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Oracle

MARCH 11, 2020

It's not customer experience; it's really the whole ecosystem of your organization, and are you united? link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. I've almost started calling it X now. Jeanne Bliss. Kerry Bodine.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! We’re seeking a dynamic individual who can help our company move to the next level. If this piques your interest, you must know and be excited by the following in order to be successful in the role.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

Customer Bliss

MARCH 15, 2018

I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

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.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics CRM 92

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Gainsight

JUNE 3, 2021

It’s a real-life business challenge, and solving it may be the most critical thing you do on your way to success as a company.” ” When Gainsight decided to create the eight-volume Executive Playbooks ( Playbook #1 is now live ), we were responding to a call from customers, partners, and the customer success community.

Leadership 40

Leadership Chief Customer Officer Customer Success Customer Journeys 40

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. I wish you well in your journey.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100