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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Chief Customer Officer Engagement Net Promoter Score Insurance 100

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

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Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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MyCustomer

AUGUST 1, 2022

PUK consumers are feeling the effects of tough trading conditions for many businesses, with flight cancellations, parcel delays, low stock. By Kim Burgess Chief Customer Officer. 22nd Aug 2022.

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Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

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ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

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Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade.

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Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now.

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ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. Get more information on The Customer Focus ™ customer service training programs.

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ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

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Helen Dewdney

AUGUST 12, 2019

In my series of interviews with people in the consumer world regarding their complaining habits, today sees the turn of James Dodkins. 3) How well do you know your legal rights ( Consumer Rights Act , different sectors regulations etc.). How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

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Consumers Chief Customer Officer Social Media Feedback 60

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Consumers want options and convenience.

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Resources Chief Customer Officer Customer Experience Tips 185

SmartKarrot

JULY 15, 2022

A customer journey is defined as the entire experience that a consumer has while communicating with your business. Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. In this write-up, we try to clarify all of those in the form of FAQs.

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Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Similarly, Zappos Adaptive was designed around the emotions of their consumers with physical disabilities. So he eliminated tips so people and teams can focus on the food and the service.

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Customer Bliss

JANUARY 12, 2018

Christine is an accomplished and highly versatile business leader and Non-Executive Director, with extensive experience in delivering strong financial and people outcomes in the retail, eCommerce, consumer services and logistics sectors. Let me know what was your favorite part of the episode in the comments below.

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Customer Bliss

AUGUST 22, 2019

Consumers want options and convenience, and as providers, you have to step up to the challenge to provide this for them. In fact, Thales Teixeira, a former Lumry Family Associate Professor at the Harvard Business School , recently spoke with me about this topic on my podcast.

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Consumers B2C Case Study Retail 120

Helen Dewdney

SEPTEMBER 4, 2018

It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Consumer law change. Interviewing the new Tesco Chief Customer Officer.

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Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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Customer Bliss

OCTOBER 29, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. When customers need you, are you there? Delivering that peace of mind is not only the right thing to do it actually boomerangs back to you in customer karma.

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Communication Chief Customer Officer Video Course 128

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Chester joined Johnson & Johnson Consumer Inc. About Chester Twigg.

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Chief Customer Officer Leadership Social Media Retail 161

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. The study also uncovered tension around who owns the customer, and 30 percent of respondents noted a key hurdle is the confusion around the responsibility for the customer experience.

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Brands Customer Experience Chief Customer Officer Contact Center 162

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable.

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Customer Bliss

OCTOBER 31, 2017

Key Takeaways + Strategic Grassroots Planning (30 days, 90 days, and long-term planning): Anne credits The Truth About Customer Experience from the Harvard Business Review as a source that was instrumental during the initial stages of her planning. You have to communicate in a way thats fresh and also consumable to your audience.”

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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.

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Customer Bliss

JANUARY 3, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. It’s something we should be concerned about both as consumers and as business leaders. Are you sharing all the facts, so customers always make informed and peace of mind decisions?

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CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. While at McAfee, Jason built a reputation as an industry leader in customer support and operations.

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Social Media Chief Customer Officer Survey Lifetime Customer 59

Kustomer

JANUARY 29, 2020

Customer experience leaders are coming together next week in Atlanta to learn and network with peers, and understand trends and best practices in their field. It’s Chief Customer Officers, USA 2020, and Kustomer will be there to deliver the keynote on how technology can enable omnichannel, personalized customer service.

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Answer Dash

SEPTEMBER 14, 2019

In today’s digital age, never before have consumer journeys and expectations been so diverse. I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. Consumers are attracted to companies who honor them.

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Customer Bliss

OCTOBER 11, 2018

For instance, if you’re a consumer-based company, your trigger will often show up in consumer-generated content, reviews, social media, etc. Jay and his team have set-up a survey with questions designed to guide customer responses in a way that determines if the talk trigger left an impression on the customer.

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Experience Investigators by 360Connext

NOVEMBER 10, 2020

In the future, customers will continue to make decisions based on factors like health and safety standards and processes, the amount of in-person interaction required, and how long they’ll need to wait in line. Customer experience leaders and all leaders took lessons from these extraordinary times. – Tabitha Dunn.

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Kustomer

JANUARY 29, 2020

Customer experience leaders are coming together next week in Atlanta to learn and network with peers, and understand trends and best practices in their field. It’s Chief Customer Officers, USA 2020 , and Kustomer will be there to deliver the keynote on how technology can enable omnichannel, personalized customer service.

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Exceptional Customer Service Customer Service Chief Customer Officer Omni-Channel 52

Gainsight

AUGUST 17, 2022

Mehta brought out Karl Rumelhart, Chief Product Officer and Executive Vice President at Gainsight, and Kellie Capote, Chief Customer Officer at Gainsight, to unveil a plan to not just survive this economic downturn, but thrive during it: the six-step Durable Growth Playbook. Durable growth in six steps.

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Customer Bliss

JANUARY 10, 2019

Use Education and Emotion to Communicate with the Customer. Understanding that energy considerations are a low priority for most consumers, Michael and his team have to break through customer apathy. Customer service reps need to create a personal, emotional connection with a customer. #CX

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Zeisler Consulting

MAY 18, 2021

As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time.

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Insurance Chief Customer Officer Policies Government 93