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.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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. When looking at how they measure the success of the customer experience, 64 percent are using customer retention as their primary metric.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

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.

B2C 111

B2C Leadership Customer Experience B2B 111

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.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Gainsight

AUGUST 17, 2022

As customers start to make choices about what solutions are right for them, the companies with durable growth strategies will be the ones to endure. Net Revenue Retention is the all-important metric. “ We talked to investors and CEOs who said Gross Retention and Net Revenue Retention are the most important metrics for them this year.

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Customer Bliss

OCTOBER 31, 2017

Some other sources of assistance were: The Customer Experience Professionals Association , Delivering Happiness by Tony Sheih, and my very own, Chief Customer Officer (and no, I did not ask her to plug me during the interview, I’m ever so thankful that she did read it though!). Click To Tweet.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

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. When looking at how they measure the success of the customer experience, 64 percent are using customer retention as their primary metric.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

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. When looking at how they measure the success of the customer experience, 64 percent are using customer retention as their primary metric.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. Natalie is the Vice President of Consumer Experience for Anthem Inc. There aren’t perfect metrics. Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Eptica

JULY 26, 2017

” Given the direct link that has been made between customer experience and improved profitability , it is no surprise that CEOs feel this way. Yet often there is a gap between theory and practice, with companies believing they offer a great customer experience, when consumers disagree. Here are four places to start: 1.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. Consumers are not only influenced by engagement, they desire engagement.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. Why now is a great time to optimise your customer service - Part 2: Analyse your business.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Help Scout

SEPTEMBER 14, 2021

Research shows that a customer is four times more likely to switch to a competitor if their issue is service related, as opposed to product or price related. Conversely, 86% of consumers say a good customer experience can turn them from a one-time buyer to a loyal customer. Tip #1: Don’t worry if it doesn’t scale.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

Customer Bliss

MARCH 9, 2018

Over the past 2 years, I’ve had the pleasure of interviewing numerous CCOs and CX leaders for my podcast, The Chief Customer Officer Human Duct Tape Show. How do you know when an organization is ready for customer-driven change? This industry is so complex yet so important to our lives.

Healthcare 118

Healthcare Customer Experience Hospitality Chief Customer Officer 118

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer Knowledge Base Sales Customers 52

inmoment

MAY 14, 2020

Many consumers are asking questions about their own healthcare coverage. In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Question #4: Are You Measuring the Right Key Metric(s)? Arriving at your key metrics will take time though.

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

Eptica

MAY 30, 2018

Network effects and the internet mean that businesses can now operate at greater scale, serving more consumers in more countries than ever before. More and more companies are employing senior heads of customer experience, such as Chief Customer Officers – and 50% of these report directly to the CEO.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

Customer Bliss

AUGUST 28, 2020

And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right? How can I add value with the skill sets that I have? And we identified key moments that matter to them. So for example, navigation of a VA Medical Center was very important.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Eptica

JUNE 17, 2016

One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. I recommend agreeing the metrics early and also ensuring that everyone agrees how they will be measured.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Tricia Morris

MARCH 14, 2016

. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. This leads to the importance of an increased focus on and investment in customer service. Want to Learn More About Customer Service & Retention? – SDL Global CX Wakeup Call Report.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

Oracle

JANUARY 29, 2021

” The study examined the preferences of buyers across all age groups, and according to the findings, plenty unites all consumers, regardless of age: 82% of buyers are disappointed today by brands. 41% will pay as much as 20% more for impressive customer experiences. It’s not about the sweater.

How To 64

How To Customer Journeys Chief Customer Officer Study 64

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. How Mark designs his team.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. Over time, their metrics (i.e. Customer experience labs and … water heaters?

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Qualtrics

NOVEMBER 16, 2021

Despite most consumers being satisfied with the services they receive, around a quarter of people are looking to switch providers. At a time when it’s easier than ever for customers to move who they bank with or buy insurance from, there is a major opportunity for providers to increase their share of wallets. explained Ryan.

Insurance 26

Insurance Industry Customer Experience Chief Customer Officer 26

ChurnZero

OCTOBER 30, 2020

“Everyone has seen a version of this chart before about the amount of growth you get by focusing on Customer Success and how it makes your company so much better,” says Mehta. “A A more subtle chart is how much of a difference in value companies have based on their net retention – net retention being a proxy metric for Customer Success.”.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Alliance by IFS

MARCH 31, 2016

That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. But the way service is consumed is changing significantly.”. Service today might involve a customer standing in front of a piece of equipment, communicating with the service organization.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

CX Journey

JANUARY 26, 2016

To build that customer-centric culture, to get the entire organization to live and to breathe the customer, here are some adoption techniques to consider: brand your initiatives, even name a character/mascot after it deliver ongoing education about customer initiatives, expectations, new products, etc. That's who we think about.

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

Gainsight

OCTOBER 1, 2021

And where are the strategies, metrics, and oversight to know that they performed accurately? They are willing to solve customer problems by “reverse engineering” the issues and getting at the solution. CS Ops leaders consume information at great volumes and look from every perspective to ensure nothing is missed. .

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 52

Tricia Morris

MAY 11, 2015

Customer empowerment is changing the way brands and organizations think about customer service -from smartphones putting all major service channels in the palms of consumers’ hands 24 hours a day/seven days a week, to social media providing customers with a megaphone for asking questions, voicing complaints or expressing delight.

Interaction 40

Interaction Measurement Customer Service Chief Customer Officer 40

ClearAction

FEBRUARY 28, 2019

. “No matter what type of company you’re in and what you provide, you need a consumer experience mindset”, Milista explained. “Even though we are a company selling to other businesses, everyone we touch as users of our products and services is a consumer who has high expectations for things to be solved rapidly.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Qualtrics

DECEMBER 17, 2019

The experience premium – where consumers are willing to pay more for better experiences – will be even more important in 2020. Every brand experience a customer has, whether it’s seeing an ad on a billboard, online assistance, or in-store, will be influenced by pre-existing perceptions and it will impact future decisions too.

Brands 32

Brands Chief Customer Officer Case Study Hotels 32

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. The next step is to use the data produced by the system to tell a story not only about your customers, but also about your product and your company.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

ChurnZero

JULY 9, 2020

Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Webinars offer an engaging platform for product training, tutorials, and updates, which could otherwise be a bit (or extremely) dry, wordy, and lengthy to consume as written material on your own.

Strategy 64

Strategy Marketing Case Study Effort Score 64

ProProfs Chat

JUNE 30, 2020

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? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60