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

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

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

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

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

Customer Bliss

APRIL 19, 2016

He’s the Chief Customer Officer of ALSAC/St. In addition, Martin and I discussed how he depicts and engages leaders with a simple approach and set of metrics that elevates donors as the asset of their business. Simple metrics around donor/customer as asset: It has to be so simple that it’s not refutable.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

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.” It’s not just about specific CX metrics. About Karen. Feedback Loops. Unite the surveys.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

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 7, 2016

If you’re going to grow, you’ve got to find ways to get out there, connect with customer needs, to deliver against their needs and wants. Growth is really about the customer. Of course. The central challenge of managerial decision-making for customer-driven growth. I’ve been espousing this for years now!

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Customer Service Culture. Creating Customer Loyalty.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Gainsight

JULY 9, 2020

Each year it was essentially a new organization, with different members, metrics, and leaders, but still, you reached your $100 million goal. It is a considerable risk not to find the right people who will not just do the job well, but also fit your company’s culture. And happy employees take better care of customers.

Leadership 59

Leadership e-support Chief Customer Officer Customer Success 59

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

C Space

AUGUST 5, 2019

You’ve taken an ill-defined subject, customer centricity, and put some numbers to it, which CFOs of course like. As I started developing, refining, and validating these models for customer lifetime value (CLV), it works super well! You need to figure out ways to change organizational culture. That stuff is hard!

Marketing 61

Marketing Customer Centricity Net Promoter Score Chief Customer Officer 61

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

Qualtrics

AUGUST 20, 2021

And I think that's more important about why your response rate is so low is that you may have disengaged customers.” We always send our surveys from our CEO or CCO (Chief Customer Officer),” she says. But then we follow up with the account manager or the customer success manager. They're not being graded.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Of course few advisors or team leaders actually know the individuals within Compliance. Maybe we will see Chief Customer Officer roles being created in the not too distant future.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? If so, why?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Blake Morgan Customer Experience Futurist, Speaker and Author. I would NEVER rely on NPS as the only measurement of customer perception." There is no perfect metric. And to prevent score chasing.

System 338

System Effort Score NPS Net Promoter Score 338

Gainsight

DECEMBER 15, 2021

Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. Here are the five ways the 10 New Laws of Customer Success will add value for your business and help you reach your goals over the next 10 years. . New Value-Driven Metrics. But things are starting to change. Benefits to Expect.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Answer Dash

APRIL 16, 2019

Show them how the customer management components flow and build upon one another to generate growth. Customer Experience Maturity Cycle. This model shows how corporate strategy and culture (a) are informed by voice-of-the-customer and (b) form the backbone and ecosystem for customer experience-driven growth.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76