Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room.

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Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Years 1 through 3: Chief Customer Officer Priorities. Year 4 and Beyond: Chief Customer Officer Priorities.

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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?

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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. Elevate customer growth/loss as a success metric of the business.

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CloudCherry

NOVEMBER 10, 2019

And, who better to lead the charge than the one and only Jeanne Bliss of Customer Bliss – 5 time Chief Customer Officer, CX Pioneer & Leadership Advisor, Speaker, Author, Cofounder of CXPA.org, and our honored guest. That’s what the most beloved companies do. It’s takes about 2.5

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Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Click To Tweet.

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Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 “ “It’s not what they say that makes these moments so significant, its more about how they tell it, how they show it, definitely how they live it, and most importantly how people feel it.”

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Customer Bliss

NOVEMBER 22, 2016

If a career transition is one of your goals, definitely give this whole episode a listen. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Before Carol shifted up the chain at Dow Corning, for example, she had been managing a $400M section of the company. About Carol.

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Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS.

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CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. With this a company can achieve short term growth. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales? That is NOT a good idea.

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Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. You’re going to hit that pothole. #2: 2: Is the C-Suite really in sync? How reliable are you?

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ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Build a profitable customer experience. Drive change.

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

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.

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Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits. Market hope. Conclusion.

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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.

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Zeisler Consulting

SEPTEMBER 27, 2023

Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. And definitely it takes a culture that’s truly Customer-centric in order to get people on board with the whys of your process improvements. That’s because it’s where the changes happen.

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ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more. million trusted user reviews.

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Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

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Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Focus on the Customer Value.

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Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

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Customer Bliss

NOVEMBER 12, 2015

The Chief Customer Officer (CCO) role will evolve as you progress in implementing the five competencies and moving through the customer experience maturity phases: Commit, Unite & Build, Embed, Mature, and Elevate. Fix unreliable priority customer experiences. Remove employee obstacles.

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Gainsight

FEBRUARY 11, 2021

There has never been a better time to be a public software company. I’ve met nearly every private and public cloud company of any material size and put together this list of questions based upon those conversations. Many have observed that NDR is the most important metric in the long-term health of a SaaS company. 4 quarters)?

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Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Amanda quickly developed a curiosity to know more about why things did or didn’t go well with customers and how to problem solve.

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Beyond Philosophy

OCTOBER 21, 2021

Like myself, Mead’s career is operational, starting as a customer service agent with a headset on for a water utility company where 90 percent of the calls were complaints. He was good at empathizing with customers and calming them down. However, he also realized that he couldn’t always help customers the way he should.

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Customer Bliss

DECEMBER 20, 2018

Though not a CX book per se, it will definitely get you thinking about ways you can differentiate your brand and the experiences you provide to your customers. Being able to positively navigate these situations and serve the customer in a way that seems appropriate at the moment, is extremely important. He lives in Durham, NC.

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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.

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Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Amy definitely does.) Interviewing Senior Leadership.

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Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures. With Organizational Maturity Comes Increased Responsibilities.

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CSM Practice

AUGUST 3, 2020

That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. This maximization is an important factor in business, as it is also aiming to maximize the total revenues that every customer generates for the company.

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Customer Bliss

MARCH 22, 2018

In this episode, Parrish and I discuss how CCOs can ‘own’ their silo, while embedding the overall idea of customer experience across the business. When you come in and the company declares CX as a core differentiator for the company’s success, you would think that everyone would get in line. CX Work is Truly Fulfilling.

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Gainsight

MARCH 10, 2022

Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale. When Gainsight examined the 2021 season, we picked out three critical areas employees and companies seem to be currently focusing on. . Culture is the Glue.

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ChurnZero

NOVEMBER 30, 2023

Yet when OpenAI, the company behind ChatGPT, released its large language model (LLM) to the public, the tone changed. Making the argument that AI will replace customer success teams were: Kathy Isaac , vice president of customer success at Carbide; and Allastair Meffen , vice president of customer experience at Definitive Healthcare.

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Customer Bliss

SEPTEMBER 20, 2016

Tish Whitcraft is what we call a serial Chief Customer Officer, or CCO. She has held a version of this role in over four technology driven and internet companies, including Yahoo, MySpace, and OpenX. Tish has more than 20 years of experience building and leading innovative, customer-driven ecosystems.

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ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more. million trusted user reviews.

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Customer Bliss

OCTOBER 18, 2019

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions.

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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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CX Centric

MARCH 3, 2021

All the aspects concerning storytelling were touched upon from the very definition of what storytelling is to also the importance of storytelling to the companies. For this session we were very lucky to have the coveted Keith Kmett, Chief Customer Officer and Master Story Teller.

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