Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. Take Care of the Basics.

Culture 131

Culture Chief Customer Officer Leadership B2C 131

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines.

Airlines 176

Airlines Industry Strategy Customer Experience 176

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Foster Good Employee Experience. Listen to our conversation, here.

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Resources Chief Customer Officer Customer Experience Tips 185

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

CX Centric

MAY 28, 2019

During our October addition of CX Centric Conversation, we explored how co-creating the employee experience could be used to drive business growth. Sharon Boyd, Chief Customer Officer from MKL Innovation, opened the session with a very powerful keynote. Driving Growth through Employee Experience Management.

Employee Experience 40

Employee Experience Chief Customer Officer Culture Innovation 40

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. Annette Franz.

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Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Invest Deeply in Listening to Your Customers. Lexi Reese is the Chief Operating Officer at Gusto, a B2B company that offers fully integrated online HR services to handle payroll, benefits and more.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

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. So, today I want to tell you about three things that you must be aware of to align your departments and create a consistent experience for customers. #1: First action is do a trust audit.

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Chief Customer Officer Video Leadership Course 185

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. Focus on the Customer Value.

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Chief Customer Officer Banking B2B Customers 147

Customer Bliss

OCTOBER 25, 2018

He mentions that each of their areas of ministry had a heart for guest experience and wanted to implement a change. The Employee Experience Directly Impacts Customer Experience. Fostering a strong employee experience and culture has a positive effect on the customer.

System 162

System Hospitality Customer Experience Guest Experience 162

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

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Customer Centricity ROI Policies Chief Customer Officer 62

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). The reason?

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Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Envision Yourself as a Customer and Take the Journey. Understand the Pain Points of your Customers, Employees, and C-Suite.

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Telecommunications Industry Effort Score Chief Customer Officer 141

CX Journey

JANUARY 26, 2016

Image courtesy of micahb37 Is the customer and his experience ingrained in your organization's DNA? A while back, I wrote a post titled, What the Hell is Customer Experience? That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA.

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Put Yourself in the Shoes of Your Customer. How can a vendor be more valuable?

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. What gets in the way of your employees serving and delivering greater customer value? Customer Performance. Employee Engagement.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Customer Bliss

MAY 5, 2016

While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. Customer analytics. Employee experience and workforce optimisation. Connected CX journeys. Digitalisation.

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Report Data Chief Customer Officer B2B 40

Qualtrics

MAY 22, 2019

Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. 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.

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Lynn Hunsaker.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

CX Journey

FEBRUARY 8, 2017

One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days." Given a bit more time to consider it, I would actually put the first 90 days into three phases: info gathering, customer understanding, and strategy development. Let me expand a bit.

Culture 80

Culture Customer Centricity Government ROI 80

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

B2B 40

B2B Report Chief Customer Officer Analytics 40

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. At some, senior leaders have attempted to inspire employees by emphasizing a corporate purpose or mission, in the same hope. Straight from HBR, we learn three ways to make our employees work more purposeful.

Customer Service 13

Customer Service Chief Customer Officer Automotive Retail 13

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 23, 2019

The CXO is the one responsible for listening to customers, employees, product users and the market in general and using that feedback to drive action at the highest level. Chief People Officer. Also known as: Chief HR Officer, VP People Operations, Employee Experience Officer.

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

Qualtrics

NOVEMBER 19, 2019

When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics.

Management 31

Management Chief Customer Officer Healthcare Banking 31

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

MARCH 4, 2019

General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. government offices, providing transportation and office space to federal employees, and developing government-wide cost-minimizing policies. In my team, we like to talk about four different big customer types.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

SmartKarrot

MARCH 10, 2022

Customer experience is growing as a requisite in the digital world. The fact that customer experience is now a priority calls for a guide to handle transactions and ensure the process is maintained. Chief Information Officer or CIO is a C-Suite executive whose importance and role has risen in recent times.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. That’s all good for citizens, as agencies do more to understand expectations and learn the practices and techniques that lead to better experiences. No longer are CX practices a “nice to have.” They are a reality.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20