Customer Bliss

FEBRUARY 18, 2022

In our conversation, he talks about the importance of grounding your company in your principles and guardrails to set your team up for success through a shared and establish culture. Want to get more inspiration from customer experience leaders from every industry? Building a strong foundation for future planning is the start.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). If your purpose for “doing CX” is to drive sales or hit revenue targets, you run the risk of seeing the Customers not as the goal , but rather as a means to an end. 20% Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). If your purpose for “doing CX” is to drive sales or hit revenue targets, you run the risk of seeing the Customers not as the goal , but rather as a means to an end. 20% Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. Of course, in B2B digital payment is preferred with IBAN and wire transfers.

Culture 52

Culture Customer Experience B2B B2C 52

Customer Bliss

DECEMBER 26, 2018

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. Click here to learn more about the course and enroll. .

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Customer Bliss

SEPTEMBER 11, 2018

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. This is such a critical conversation.

Customer Journeys 111

Customer Journeys Chief Customer Officer Leadership Video 111

Customer Bliss

APRIL 23, 2019

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. See What the Customer Experiences Now.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

FEBRUARY 16, 2018

It often involves multiple departments, and of course, the organization’s leaders and C-Suite. The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. 3 Methods to Successfully Implement Customer Experience Transformation.

Customer Experience 235

Customer Experience Chief Customer Officer Leadership Customers 235

Customer Bliss

APRIL 16, 2019

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. Click here to learn more about the course and enroll. .

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

Experience Investigators by 360Connext

NOVEMBER 10, 2020

Convince other leaders that caring about the customer experience was still not only a worthwhile pursuit but an absolutely necessary one. And of course, we have to continue to look to the future. Customer behavior is changed. Chief Customer Officer at Ericsson CXPA Board Member. – Tabitha Dunn.

Customer Experience 190

Customer Experience Chief Customer Officer Communication Course 190

C3Centricity

MAY 11, 2020

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? ” However, unlike most other projects, adopting a customer first strategy will not have an end date!

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Annette Franz.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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! And of course, thank you to the listeners who support this show and tune in to hear all of the wonderful CX insights, lessons, and tactics discussed. Took the time to understand cultural differences.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

OCTOBER 16, 2018

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. There’s your pothole. How reliable are you?

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

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. 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. Click here to learn more about the course and enroll. .

Case Study 111

Case Study Company Study Chief Customer Officer 111

Zeisler Consulting

MARCH 30, 2021

It’ll look less like you’re trying to make your own life easier, but more like you’re trying to lift all boats—which, of course, you are. Let’s look at another example with a different Why : Although culture is a huge part of a successful CX effort, if that’s all it is, there’s likely an issue.

Chief Customer Officer 93

Chief Customer Officer Culture Survey Interaction 93

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Customer Bliss

DECEMBER 4, 2018

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.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

Customer Bliss

JANUARY 17, 2019

After taking a course led by James Heskett and Earl Sasser who wrote The Ownership Quotient , Lisa was excited to come back to Netspend with a business case that supported creating customer experience at Netspend. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Connections 190

Connections Company How To Chief Customer Officer 190

Kerry Bodine

MARCH 8, 2017

For cultural, social, and economic reasons that are beyond the scope of this article, the term “service” is much more broadly used and understood across Europe than it is in the United States. And to that end, 65% of the companies surveyed had already appointed the equivalent of a chief customer officer within their organizations.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Zeisler Consulting

AUGUST 17, 2021

Now, of course, some are more circumspect than others, but there certainly seems to be a trend toward using things like revenues, sales, and market share as the driving reason for engaging in CX endeavors. Of course not. Has your head of HR ever had to stand up and defend his or her very existence ?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Zeisler Consulting

DECEMBER 7, 2022

Fast forward now to my life as a Fractional Chief Customer Officer and CX consultant (and constant pest when it comes to preaching about the value of feedback), and it occurs to me: Maybe it’s okay sometimes to ask for a positive review. As a marketing strategy, or seeking opportunities to improve what you do?

Chief Customer Officer 72

Chief Customer Officer Feedback Consulting Survey 72

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 100

Customer Experience Chief Customer Officer How To e-support 100

Peter Lavers

DECEMBER 1, 2020

Internally, there may be a culture of continually kicking off “new and shiny” CX initiatives that never seem to fully deliver (requiring, of course, another programme). If that’s the case you may need a Chief Customer Officer type role to align internal processes and initiatives with the customer journey.

Chief Customer Officer 52

Chief Customer Officer B2B Customer Centricity Leadership 52

ShepHyken

DECEMBER 26, 2016

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. Oddly enough, some businesses still ignore the hidden costs of poor internal customer service.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Customer Bliss

NOVEMBER 23, 2018

Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us. Eric’s responsibility is to reshape and redefine the employee culture, and with a front line of about 30,000 people worldwide, that’s a large undertaking.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Customer Bliss

OCTOBER 27, 2016

Here’s the easiest way to say it, as I noted in Chief Customer Officer 2.0 : when you improve your employees’ lives, they work harder and ultimately improve your customers’ lives. No one wants to spend their entire workday, be it 8 hours or 15, on process and checking boxes.

Chief Customer Officer 100

Chief Customer Officer Course Company Management 100

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. This isn’t a one and done.

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

Customer Bliss

APRIL 19, 2016

I hope you listen to this and think of the small of my hand on your back, guiding your customer-driven work up the hill. He’s the Chief Customer Officer of ALSAC/St. Simple metrics around donor/customer as asset: It has to be so simple that it’s not refutable. Thanks for being here.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. One big thing we discussed here is the idea of “culture work.” A one-company view of rich customer data is extremely powerful! About Karen. Unite the surveys.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100