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. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

Lumoa

JANUARY 19, 2023

Your team must be skilled in market research and analysis, be the voice of your consumers, and be the driving force behind change and the elimination of pain points. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10

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. Held our first internal client survey to see how the plan is working. Click To Tweet.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

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.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

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. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

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. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

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.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Going into 2021, consumers want to simplify their lives.

Social Media 109

Social Media Chief Customer Officer Call Center Video 109

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.

Exceptional Customer Service 52

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

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.

Exceptional Customer Service 52

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

Gainsight

MAY 23, 2023

.” Bringing Digital Automation to Customer Success Nevertheless, enterprises are still investing in Customer Success. Among CS teams, 61% have responsibility for revenue growth, while 39% of companies have a Chief Customer Officer. Mehta says: “It’s one integrated, personalized offering.

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

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

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

Eptica

JULY 26, 2017

Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. ” Given the direct link that has been made between customer experience and improved profitability , it is no surprise that CEOs feel this way. Published on: July 26, 2017.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Insurance 78

Customer Bliss

OCTOBER 23, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The Deloitte Millennial Survey in 2017 validates Green’s findings that purpose matters. Would you make a promise to your mom, and then break it? Of course you wouldn’t.

Case Study 111

Case Study Company Study Chief Customer Officer 111

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

SurveyGizmo

JULY 19, 2018

While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX). 

CRM 65

CRM Technology Data Net Promoter Score 65

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

Customer Bliss

AUGUST 23, 2018

Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Transportation 129

Transportation Industry Management Guidelines 129

Gainsight

APRIL 21, 2022

stem from hundreds of thousands of surveys with respondents who are consumers, heads of business, and technological leaders. Kellie Capote, Chief Customer Officer at Gainsight, weighed in on why companies were relying on the CS team to achieve goals in this area. Their unique insights ??stem

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Bliss

AUGUST 28, 2020

So we actually took that insight and we now measure that as part of a survey have that type of experience. How can I add value with the skill sets that I have? And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right?

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Alliance by IFS

MARCH 31, 2016

To get a better picture of how service organizations view innovation, The Service Council conducted a brief, 10-question survey to explore the topic. That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. There was also some good news in the survey.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

Think Customers

NOVEMBER 4, 2019

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new transportation options proliferate and other factors cause more and more consumers to question the value of privately owned cars.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

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

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. Think of the additional customers and lifetime value that could be delivered through a little extra attention to retention. According to a new PwC survey , more than a quarter of U.S.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

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. They had the options to check that on the survey, but what they cared about was being notified. Episode Overview.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Oracle

JANUARY 29, 2021

How to stay relevant in customers’ lives during COVID. She noted, “So much in our arsenal of tools is about validating, like those surveys that ask, ‘how are we doing?'” ” She continued, “Now, you’ve got to move to understand how your customers are doing and what they need.

How To 64

How To Customer Journeys Chief Customer Officer Study 64

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

Tricia Morris

JANUARY 25, 2016

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent via phone. Trends to Watch in 2016.

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

Qualtrics

DECEMBER 17, 2019

With attention on the long-game, lengthy and periodic brand tracking surveys will become obsolete in 2020. Instead, marketers will adopt leaner and ongoing pulse surveys into the brand experience. The experience premium – where consumers are willing to pay more for better experiences – will be even more important in 2020.

Brands 32

Brands Chief Customer Officer Case Study Hotels 32

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.” Many organizations today are focused on a customer’s likelihood to recommend by calculating a Net Promoter Score or NPS.

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

ProProfs Chat

DECEMBER 7, 2018

Your ability to provide an improved experience during a peak season like the yuletide builds your customers’ confidence in your capabilities to deliver quality consistently and that positively impacts customer loyalty and advocacy. Diane Magers CEO, Customer Experience Professionals Association. Tweet this. Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

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