ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

Chief Customer Officer 148

Chief Customer Officer Marketing Leadership Groups 148

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

AUGUST 18, 2016

I had the pleasure of being on The Marketing Book Podcast a few weeks back ; a great book review show produced by Douglas Burdett of Artillery Marketing out of Norfolk, Virginia. (be In this interview, we mostly walked through Chief Customer Officer 2.0 , although we touch on some of my other books.

Chief Customer Officer 0

Chief Customer Officer Marketing Social Media Course 0

CloudCherry

OCTOBER 17, 2019

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. She led customer experience and marketing at Applied Materials and Sonoco.

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

OCTOBER 30, 2014

This customer experience work is not for the mild-hearted or quarterly inclined. Don’t bail in the first year because the results don’t come as cleanly as seeing response rates on a marketing campaign or the number of page views on your Web site. You need belief and commitment that this is the right course.

Chief Customer Officer 149

Chief Customer Officer Course Customer Experience Marketing 149

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

CloudCherry

DECEMBER 12, 2017

Deborah Eastman , who has held leadership positions in various functions such as sales, marketing, and professional services, will help inform CloudCherry’s Go-To-Market strategy in the US, and help amplify their rapidly growing presence & competitive differentiation. Then we met Deb and the rest is history.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

Optimove

FEBRUARY 17, 2022

The Heptagon Awards – celebrating CRM excellence – are dedicated to the best campaigns, teams, and individuals who achieved exceptional results with their CRM Marketing efforts and strategies. Winners were selected based on how advanced, sophisticated, ambitious, and impactful their CRM Marketing approach is.

CRM 52

CRM Marketing Chief Customer Officer Entertainment 52

Gainsight

APRIL 9, 2024

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. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

ECXO

APRIL 18, 2024

They sought Jose’s help in understanding customer pain points and used that insight to improve their products. They even invited him to their meetings, valuing his perspective as the voice of the customer. The marketing team, too, caught the customer-centric bug.

Customer Experience 94

Customer Experience Customer Centricity Chief Customer Officer Culture 94

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

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

MARCH 15, 2018

I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests. Anahita Reilly.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

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. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Watch my video interview with Horst and learn how to be a leader that sets the vision and the standards: 3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

C3Centricity

MAY 11, 2020

As mentioned above, everyone has a role to play in satisfying and delighting the customer. It is not the job of marketing, sales or market research alone to understand their needs. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

West Monroe

MAY 4, 2022

Now, the pressure to meet dynamic and demanding customer expectations coupled with the mandate to achieve high revenue and margin growth goals, is substantial. And doing so while operating in a highly competitive talent market is forcing leaders to do more with less. Ken Ewell , Chief Customer Officer, Momentive.

Innovation 52

Innovation Customer Experience Chief Customer Officer Software 52

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. I wonder to what degree these folks are setting themselves up for a risky situation.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

JANUARY 12, 2018

From seeing how parcel was delivered, to listening on customer contact calls, speaking to postal staff and drivers – Christine and this cross-function team were able to better understand and decide priorities based on observation and customer feedback. . Bind Your Team Together.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

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

Beyond Philosophy

OCTOBER 21, 2021

Moreover, Mead says the same 25-56 influencers peddle accreditation courses on LinkedIn. Mead compares selling customer experience without ever having worked with customers to selling snake oil and describes their accreditation as meaningless in the real world of Customer Experience. . I believe in Market forces.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. Our CEO Amit Bendov says this all the time: ‘follow the music.’

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. ” Marketing and customer experience workforce of the future must be holistic thinkers who can easily see the connections between disparate things and who can balance the big picture and details in their day-to-day job.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

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. 90 Day Plan: Schedule roadshows and set up meetings with C-level executives in the markets.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

Customer Bliss

NOVEMBER 14, 2017

Adriana Zeman, A Strategic and Experienced Customer Success Leader. Adriana Zeman is the VP of Customer Success at Zaius, a B2C CRM platform for marketers. Previously, she worked as the VP of Customer Success at SHYFT Analytics and the VP of Worldwide Professional Services at Acquia. (Tweet this). Trust your gut.

Customer Success 0

Customer Success Customer Experience Strategy Chief Customer Officer 0

Customer Bliss

FEBRUARY 12, 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.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

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. If, in your division (whichever it is), you’ve seen the importance and impact of concentrating on your Customer, take those successes and share them.

Chief Customer Officer 93

Chief Customer Officer Culture Survey Interaction 93

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

Strategy 64

Strategy Marketing Case Study Effort Score 64

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Customer Bliss

NOVEMBER 28, 2017

Be sure to market the worth of the team back to the organization. ” Sami has 18 years of experience leading teams at Verizon Enterprise, and at American Bath Group, he leads a customer-focused cultural shift to enable sustainable organic growth via disciplined and systematic customer experience management.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

JANUARY 18, 2018

To begin the process, Kathy and her team aligned silos across functional groups, which included understanding inventory and supply levels, distribution and warehouse teams, marketing, merchandising, customer care, and tech and operations. Know Your Customer Growth, Loss, and Retention. Where are you losing/gaining customers?

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

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. I am a passionate customer advocate focused on driving value through improved customer experience.

Connections 190

Connections Company How To Chief Customer Officer 190

Kerry Bodine

MARCH 8, 2017

And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016. 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

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. I call this “marketing hope.” People want to pursue action and problem-solving.

Chief Customer Officer 100

Chief Customer Officer Course Company Management 100

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

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