Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

Customer Bliss

OCTOBER 31, 2017

In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. Episode Overview. 90 day plan.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

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. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

SEPTEMBER 4, 2018

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. Bob explores this concept with us well, as we chat about the incorporation of robotics to improve employee and customer experience.

Leadership 111

Leadership Customer Experience Chief Customer Officer Financial 111

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy. And that means building a one-company approach to business strategies.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

OCTOBER 17, 2018

He started by methodically gathering customer feedback that he could share with the C-Suite. He had to ask, “How do you define a customer metric that is valid and useful for your company?” With this new focus, the CFO began to think of and view customers in a new way. Find your Allies and Early Adopters.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 100

Customer Experience Chief Customer Officer Leadership Culture 100

Customer Bliss

NOVEMBER 21, 2017

Have you ever thought about the end-to-end customer experience of a student in higher education? From interfacing with the admissions department to the platforms used to register and access school resources – the overall customer and user experience impacts a student’s success and perception of the program.

User Experience 0

User Experience Customer Journeys Customer Experience Chief Customer Officer 0

Customer Bliss

JANUARY 12, 2016

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. Customer Listening Requires Agreement on Your Customer Journey Stages. As you build out your listening path, your customer journey provides the frame for storytelling.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Social Media 120

SurveySparrow

JANUARY 1, 2020

SurveySparrow, the maker of the internet’s favourite online survey software , was recently fortunate enough to chat with Jeanne Bliss , one of the most respected voices in the Customer Experience (CX) industry. Without that experience, I would not have the career I have today. So let’s jump in! Now it has a label.

Customer Experience 88

Customer Experience Chief Customer Officer Case Study Customers 88

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

SmartKarrot

SEPTEMBER 10, 2020

When it comes to customer success, there are various roles in an organization. But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. Supervising all customer-facing teams.

Chief Customer Officer 10

Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

Customer Bliss

MAY 5, 2016

If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced. In my experience (and I’m sure yours too), two kinds of cross-functional teams are often assembled: functional teams and dysfunctional teams. The Funky Task Force.

Customer Experience 100

Customer Experience How To Chief Customer Officer Roadmap 100

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. Today customers have become very smart. contact-form-7].

Chief Customer Officer 10

Chief Customer Officer B2B Innovation Feedback 10

Customer Bliss

JANUARY 12, 2016

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. Customer Listening Requires Agreement on Your Customer Journey Stages. As you build out your listening path, your customer journey provides the frame for storytelling.

Customer Journeys 100

Customer Journeys Chief Customer Officer Survey Social Media 100

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. And why does the customer room work? Building Our Customer Room.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

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

Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. Product leaders joined the Customer Success movement with the addition of PX to our product portfolio.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Customer Bliss

JANUARY 19, 2017

Many companies talk about having a customer-centric strategy. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? You have to view customer-centric journeys and strategy in the context of transformation milestones.

Customer Centricity 100

Customer Centricity Strategy Chief Customer Officer Metrics 100

Customer Bliss

MAY 14, 2015

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. A Customer Leader has got to be able to make and prove this case to gain executive and board support.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customers 100

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. Bring in new customers?

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. The CCO looks for ways to improve operations and change mindsets to focus on customer-driven growth. CX Click To Tweet. CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Surprise and Delight Your Customers.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

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

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Gainsight

SEPTEMBER 15, 2022

Data tell a story in customer success. . When interpreted and presented correctly, they reveal what you are doing right or wrong and where you need to improve. They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. This data is a good sign of customer success and where it’s going. .

Chief Customer Officer 52

Chief Customer Officer Metrics Customer Success Roadmap 52