TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

Chief Customer Officer 100

Chief Customer Officer Company Customer Experience Customer Centricity 100

Help Scout

APRIL 29, 2021

Remove people who aren’t working out: A leader in your business who treats people poorly or who has no interest in listening to customers will be destructive to a culture of customer service. Listen to customers: It is terribly easy to become too busy to stay connected to your customers, especially in a growing company.

Culture 139

Culture Customer Service How To Policies 139

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! Forming these connections also allowed her to be an internal advocate for her global partners. Amanda partners with senior leaders across the company to increase a customer-centric culture at the company.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Blake Morgan

JANUARY 23, 2023

Most of the advice I get from the smartest leaders is through podcast interviews, and on my podcast The Modern Customer some of the most customer-centric leaders have shared their insights and proven methods with me. Here are 10 best practices and pieces of advice from customer experience leaders: 1.

Customer Experience 64

Customer Experience Chief Customer Officer Social Media Brands 64

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Customer Success 52

Customer Success Chief Customer Officer How To Customer Relationship Management 52

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

Kayako

JANUARY 12, 2017

How to Succeed With a Customer-centric Marketing Strategy , by Jill Rowley. To have a truly successful business means really knowing who your customer is. Jill explains the four pillars that contribute to a customer-centric marketing approach, and guides you through how to succeed with this strategy.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Gainsight

MARCH 9, 2020

Additionally, the Customer Success Subreddit is a great place to connect and network with other practitioners and leaders. Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g., to drive better customer-centric decision-making.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Stay current.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Customer Bliss

MAY 17, 2016

For Episode 5 of The Human Duct Tape Show — a special one for me, because it comes out during #CXWeek — I speak with Mark Ramsey, the General Manager of Audi Experience, about why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. The onus is upon the CX practitioner to help educate corporate decision-makers and connect the dots for them without coming across as a hard-sell.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

C Space

AUGUST 5, 2019

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. Instead, he cringes. Daniel Sills.

Marketing 61

Marketing Customer Centricity Net Promoter Score Chief Customer Officer 61

Qualtrics

NOVEMBER 16, 2021

The rapidly growing insurtech company bolttech is a great example of a provider capitalizing on this market opportunity by creating a customer-centric business. million customers across Asia, North America, and Europe. With real-time access to customer feedback, our team can immediately close the loop with customers.

Insurance 26

Insurance Industry Customer Experience Chief Customer Officer 26

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Making customers happy is no longer good enough. . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

JANUARY 15, 2021

More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle. Customer Success will grow businesses. The number of integrations between Customer Success platforms and project management tools will also surge. A growing reliance on Customer Success metrics.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business. And why?’. “Of

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

ClearAction

MARCH 22, 2024

In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.” And nowhere is that more evident than in executing on the commitment to becoming customer-centric and making it more than just words.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Chattermill

MAY 12, 2019

The main takeaway is, customers and companies alike benefit from real-time, conversational connections, versus hands-off lead generation methods and email marketing campaigns. Chief Customer Officer 2.0 Bestselling author Jeanne Bliss’ Chief Customer 2.0 by Jeanne Bliss. The Ultimate Question 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Jeanne Bliss.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. There’s an entirely new generation of metrics that is popping up, things like second call avoidance. Why should the customer have to call you back? It’s getting bigger.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. There’s an entirely new generation of metrics that is popping up, things like second call avoidance. Why should the customer have to call you back? It’s getting bigger.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

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. Annette Franz.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

MARCH 10, 2022

Secure and speedy connections, workplace information access, and data security are some aspects that CIOs need to deal with in today’s remote work culture. In the wake of the remote working structure, the CIO has become responsible for creating an IT structure that is functional and customer centric. Final Thoughts .

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

ChurnZero

NOVEMBER 22, 2019

If you join us at BIG RYG, you will get a thoughtful, well-run conference designed for you to be come a more-informed, better-connected, and refreshed leader. Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. She has also held numerous Interim ‘Head of Customer Success’ roles.

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. I’d like to close with thoughts on how best to engage customers as they progress through their journey.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

ECXO

DECEMBER 26, 2023

Journey To Centricity: A customer-centric framework for the era of stakeholder capitalism Paperback by Ilenia Vidili. About the book: Managers and leaders know that customer centricity means providing positive customer experiences. Here is the link. But what if that’s not enough in the 21st century?

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer Success Manager : A CSM works one-on-one with customers, guiding them through the customer journey and fostering a positive connection.

Customer Success 96

Customer Success Chief Customer Officer Customer Centricity Sales 96

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

MAY 28, 2020

And now feelings are a business metric. And that’s why you see — when I put out my lists on Forbes of the most customer centric companies, these are companies that do everything well. And if you want to learn more about me, I would love to connect with your listeners. Blake Morgan: (01:57).

Culture 52

Culture Customers Competitive Advantage Innovation 52

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

System 338

System Effort Score NPS Net Promoter Score 338