10 mindsets for change from Australia’s chief customer officers and experience leaders

Vision Critical

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy.

The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. During this time he really made a science of understanding the customers and looking at the data from multiple angles.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

How do you approach customer happiness in your company? But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. CCO stands for Chief Customer Officer.

How to Tell if the Chief Customer Officer Role is Significant, With Camille Harrison – CB30

Customer Bliss

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Previously, she was Chief of Staff. Episode Overview.

A Conversation about Oracle’s’ Chief Customer Officer Experience, With Jeb Dasteel – CB015

Customer Bliss

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . I love all my guests, of course, but Jeb packs a punch in that area.

How Liberty Mutual Engaged the C-Suite & Built their Customer Room, With Chief Customer Officer Margie Dillon – CB2

Customer Bliss

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. See yourself through the eyes of the customer.

What Chief Customer Officers can learn from YCombinator’s approach to disruption

Thematic

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. But a lot of this content does not reach the Customer Experience community.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

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. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,

4 Customer Experience Potholes to Avoid

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

How to Evaluate CCO Positions: 5 Steps to Ensuring the Right Fit

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

4 Steps to Improve Customer Experience At Your SaaS Organization

Customer Bliss

Have you just become a C-Suite leader for your B2B organization’s customer experience? Analyze the product : Lee knew they had a good product, but he also needed a better understanding of customer issues and what could be improved. People: How are customers trained?

Reset Expectations on Quarterly Results

Customer Bliss

This customer experience work is not for the mild-hearted or quarterly inclined. You need belief and commitment that this is the right course. Customer work requires a reset of timelines and expectations for quarterly results.

Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen

Customer Bliss

“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. Be Deliberate About Crafting the Customer Experience. Overview.

Six Critical Checkpoints for a CCO

Customer Bliss

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. The problem is these disconnected actions don’t amount to anything significant for customers. Is funding customer projects like pulling teeth?

Leadership Engagement: 8 Actions to Increase CCO Success

Customer Bliss

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. The CCO looks for ways to improve operations and change mindsets to focus on customer-driven growth.

5 Top Customer Service Articles For the Week of December 26, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service.

Ease of Doing Business: Are you Ignoring Customers?

CCO Council

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. Former chief customer officer, Oracle.

How does Customer Engagement predict Retention?

inSided

I am always quite sad when a customer is not renewing their contract. But of course—just like everyone here—we all want to renew the customer contracts we have under our belt. Customer Success

Career Path Advice: 3 Steps in the Evolution of Becoming a CCO or CXO

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

The Critical Conversation You MUST Have When Developing Your Customer Journey Map

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Game Changing Methods to Optimize Your Customer Experience

CloudCherry

Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum & co-founder of ClearAction Value Exchange, CustomerThink Hall of Fame Author, Professor, award-winning Performance momentum expert, and MORE- shares her wealth of knowledge. Customer Experience

Care for Your Employees, So They Can Show Care to Customers

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Must Read: 5 Books with Tips and Techniques to Improve Your Customer Experience and Service

Customer Bliss

The following books should be in your arsenal for customer experience transformation. The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. My book, Chief Customer Officer 2.0

Tips 162

Respect Your Customers with a United “You Know Me” Experience

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Improve Your Customers’ Lives, Then Earn the Score

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done.

CCO Career Path: Are You Working with a North Star or ROI-Based Leader?

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

ROI 143

Getting Your CCO Role Funded, With Camille Harrison – CB30

Customer Bliss

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Previously, she was Chief of Staff. Episode Overview.

Empower Your Team: Seek Out and Eliminate Rules That Make No Sense

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

The CCO Career Path: How to Successfully Translate Your CX Skills Across Industries

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Do You Know the Power Core of Your Company? How to Determine and Dance with the Power Core

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

CloudCherry Welcomes Customer Experience Expert Deborah Eastman as Director on Board

CloudCherry

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. I’ve spent over a decade helping organizations learn to create a customer centric business.

NPS 195

Do You Actively Communicate with Customers During Times of Disruption?

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

So You Want to Be a CCXP.

CX Journey

I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. by Fred Reichheld Answering the Ultimate Question by Dr. Laura Brooks Chief Customer Officer by Jeanne Bliss Chief Customer Officer 2.0

How to Understand and Engage the Outliers in Your Organization

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

7 Reasons for Failure When Adopting a Customer First Strategy

C3Centricity

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet.

Build Admirable Acts, Guided by Your Non-Negotiables

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Video 193

3 Actions to Unite Internal and Customer-Facing Departments + Downloadable Audit

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.