Think Customers

MARCH 17, 2015

Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. 1to1Media.com/weblog.

Chief Customer Officer 40

Chief Customer Officer Customer Centricity Study Trends 40

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview.

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Chief Customer Officer Hospitality Industry Travel 0

ChurnZero

MARCH 28, 2023

As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Think Customers

FEBRUARY 26, 2015

With federal customer experience (CX) so weak, I''m happy to report that several more U.S. federal agencies are considering adding chief customer officers (CCO) to their executive management teams. In fact, I just published a report offering answers to federal agencies'' most common CCO questions. 1to1Media.com/weblog.

Chief Customer Officer 40

Chief Customer Officer Loyalty Report Customer Engagement 40

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Build Customer Engagement into the Budget. million people in the state.

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Chief Customer Officer System Handbook Engagement 195

inSided

APRIL 7, 2020

“ The leading indicators for customer retention and expansion tend to be around the level of engagement between the client and the vendor. ” — Ashvin Vaidyanatham (Chief Customer Officer at Gainsight) and Ruben Rabago (Chief Strategist at Gainsight) in their book, ‘The Customer Success Professional's Handbook.’.

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Handbook Chief Customer Officer Customer Engagement Engagement 59

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.

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Chief Customer Officer Self Service Roadmap Customer Success 10

CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. Chief Customer Officer Customer Engagement Customer Insight Customer Loyalty Customer Retention'

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Customer Engagement Engagement Strategy Chief Customer Officer 81

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity.

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Customer Service Contact Center Chief Customer Officer Call Center 251

Tricia Morris

JULY 18, 2021

Almost three-fourths of organizations have (32.3%), or are planning to hire this year (41.5%), a Chief Customer Officer (CCO) or an executive-level role in charge of the customer experience (CX), according to Metrigy research.

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Chief Customer Officer Customer Engagement Engagement Customer Experience 69

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

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys.

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Chief Customer Officer Contact Center Omni-Channel Innovation 52

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

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Chief Customer Officer Consulting Customer Success Groups 81

Forrester's Customer Insights

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

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Chief Customer Officer Customer Experience Analytics Report 44

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Then came the CTO and the CMO. So where is the line?

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Chief Customer Officer How To Leadership Social Media 110

Michelli Experience

JULY 11, 2017

It is this “same logic” that drew my support for the chief customer officer (CCO) concept around 2006. Most companies have naturally developed siloed functions in order to specialize and become more efficient.”. We’ve Been Here Before. Jeff Lewis at Monster.com and Marissa Peterson at Sun Microsystems).

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Chief Customer Officer Customer Experience Management Consulting 113

Kerry Bodine

JANUARY 4, 2017

Chief Customer Officer USA. Next Generation Customer Experience. IPQC’s Executive Customer Contact Exchange. Center for Customer Engagement’s 2017 Summit on Customer Engagement. DMI Design Management Conference. June 19 – 21, 2017. DMI Design Leadership Conference.

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CEM Conference Chief Customer Officer Customer Experience Professionals 120

ChurnZero

JANUARY 22, 2020

This new capability advances ChurnZero’s mission to bring Customer Success everywhere – success for your CS teams, right in your application, shared with the entire company, and for your customers. . “In Why is a two-way integration important, you might ask?

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Customer Success Chief Customer Officer Touchpoint Software 72

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

APRIL 27, 2022

Value realization is just one important metric for chief customer officers to master. For more, check out our blog post, “ Top 4 metrics chief customer officers (CCOs) must know.” Track these KPIs to improve renewal rates and gain valuable insights on customer engagement. .

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

Alida

MARCH 10, 2017

Companies can avoid Twitter’s troubles by listening to customers and users from the start. Ongoing customer engagement needs to be a component of your CX program. The call to “improve the customer experience” is a nebulous one. Inability to link CX to business value. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

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Customer Centricity ROI Measurement Chief Customer Officer 75

Gainsight

MARCH 7, 2022

We focus on adoption, product feedback, customer engagement (through advisory boards) and more.”. My customer success team reports within the product management team,” said Carrie Harris, a Manager for Customer Success. But the end goal remains the same: providing a better experience for customers. .

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Customer Success Roadmap Chief Customer Officer Feedback 103

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

Strikedeck

OCTOBER 15, 2019

Vincent Manlapaz, in an interview with Mary Poppen, Chief Customer Officer at Glint Inc, talks about the urgency and importance to building Customer Success in an organization right from the start.

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Customer Success Chief Customer Officer Customers Customer Engagement 45

Forrester

APRIL 3, 2017

At our CX Forum in Sydney on May 9, Forrester thought leaders and a world-class roster of industry innovators will come together to explore the current and emerging best practices for the design and delivery of exceptional customer experiences in digital channels. Customer Experience. customer engagement.

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Chief Customer Officer Omni-Channel Culture Innovation 65

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. What is Customer Goodwill? Learn why customer goodwill is a powerful business asset that plays a major role in customer retention.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

Customer Bliss

DECEMBER 12, 2017

Year 4 and 5: Put together a CRM team and by then, the analytics teams were there, which increased customer data mining. Now Isabella’s team is more proactive in using data, understanding customer engagement, and solving problems that erode value. Year 6+ – Introduction of NPS and internal marketing of success.

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Leadership Marketing Customer Experience Chief Customer Officer 0

ChurnZero

DECEMBER 20, 2021

Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth.

Chief Customer Officer 52

Chief Customer Officer B2B Leadership Customer Success 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Customer Guru

AUGUST 8, 2018

Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. He is also CEO and founder of Beyond Morale, a customer experience consultancy firm. Jim is Journey Mapper Heart Of The Customer, customer engagement consultancy company. ” 29.

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

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Customer Success Interaction Chief Customer Officer Customer Centricity 50

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. In customer success, content is core.

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Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. Consumers are not only influenced by engagement, they desire engagement. In 2015, that’s all subject to change - and rightfully so.

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Chief Customer Officer Customer Centricity Retail Culture 80

Customer Bliss

AUGUST 25, 2016

Companies have always understood the value of customers — as in, customers pay for your product/service — but only in the last decade or two have companies gotten more strategic around customer engagement, customer journey maps, etc. That’s a problem, because you need that buy-in.

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