Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. Astonishing Benefits of Training Your Employees. Imagine if Every Company had a Chief Customer Officer.

Rewards Programs 60

Rewards Programs Hotels Travel Chief Customer Officer 60

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ClearAction

FEBRUARY 28, 2019

” ClearAction Value Exchange helps employees and executives fill gaps in customer engagement: Adopt methods to engage customers on their terms. “Our Chief Customer Officer has championed an awareness and desire across all the company to get behind FIS One,” Milista continued.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Martin Hill-Wilson

JANUARY 25, 2016

Especially in the face of attempting to drive up employee engagement which is increasingly fashionable in service touch points these days. The decision to judge an entire customer interaction as a failure is based on cast iron, tick box logic. As a result quality teams feel under loved and slightly nervous in dark corridors.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CloudCherry

DECEMBER 1, 2018

Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. At CloudCherry, I own customer experience.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CloudCherry

OCTOBER 30, 2018

Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. At CloudCherry, I own customer experience.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Eptica

MAY 27, 2016

Senior managers, including the CEO, are much more involved in the customer experience , understanding the importance of service to differentiate their company and offering in the marketplace. Programs can be led directly by the CEO or through a Chief Customer Officer with high level responsibility for their impact.

Customer Experience 49

Customer Experience Chief Customer Officer Contact Center Effort Score 49

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? What is your WD-40?

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. They also use customer lifetime value(CLV), share of wallet, and retention. So they look at employee engagement, eNPS, and, especially, retention and turnover numbers. journey.com ).

Customer Journeys 40

Customer Journeys Customer Experience Chief Customer Officer First Call Resolution 40

Experience Investigators by 360Connext

MARCH 25, 2015

“Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. ” It’s really that simple, and yet that complex. Desire is an emotion.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110