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

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. Three Market Conditions.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. Customer focus must be designed with empathy. How do we make this happen?

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Customer Bliss

JUNE 6, 2018

The purpose of this work is to galvanize the organization to deliver experiences customers want to have again – to ‘earn the right’ to customer growth. Customer-focused actions are the reactions to survey results, an executive in the field getting direct customer feedback, or a letter that lands on someone’s desk.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

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

Customer Bliss

JANUARY 17, 2019

Lisa is a customer-focused business leader using her experience across operations, marketing, communication, and business development to drive change. I am a passionate customer advocate focused on driving value through improved customer experience. CustomerExperience #CX Click To Tweet. About Lisa Henken Ramirez.

Connections 190

Connections Company How To Chief Customer Officer 190

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. The Customer Success Community online forum. The Human Duct Tape Show Podcast.

Resources 70

Resources Customer Success Chief Customer Officer Case Study 70

Customer Bliss

NOVEMBER 28, 2017

Take on the responsibility to talk to customers and provide them with a sense of trust. Sami started almost every presentation started with a video in which someone dramatically read YELP reviews as a tool to show people what the customer experience is really like. Get all of the stakeholders involved in the process.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

APRIL 12, 2019

Monica shares that this system was the core of TECO’s customer services and a project of this magnitude requires about a 12-18 month stabilization period, so she was essentially leading CX for a company that was going to be operating as a new organization. And that was so impressive.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. Chip Bell Follow @ChipRBell. ”, and “Would You Do That To Your Mother?” ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. If you make good decisions and you market them, that gives life to customer-focused transformations. In short, you’re mapping customer journeys. This isn’t about the CCO presenting a slide deck to the other execs.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

AUGUST 23, 2018

For instance, there’s a customer policy manager, someone who does service quality management, and even a head of digital who can communicate to the internal team about what information should be displayed on the website based on what the rail regulator is saying. Determine who will help drive your CX strategy.

Transportation 129

Transportation Industry Management Guidelines 129

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.

Chief Customer Officer 40

Chief Customer Officer Analytics NPS Technology 40

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Customer Experience Feedback Leadership 100

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ProProfs Chat

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

SmartKarrot

JANUARY 5, 2021

While all care has been taken to ensure our selection (presented in no particular order) is free of bias, we understand we might have had our blind spots. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

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

ChurnZero

JANUARY 15, 2021

The Zoom meeting bar is rising, so Customer Success leaders should be helping their teams prepare to look and sound their best from home, even if their “office” is a utility closet! Customer Success will shift from product- to customer-focused strategies. Bigger budgets for Customer Success.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Chad is the Director of Customer Success at Kustomer.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Wootric CX Blog

FEBRUARY 14, 2019

The “Make Mom Proud” Standard for How to Treat Your Customers , a coach for Chief Customer Officers, host of the podcast The Human Duct Tape Show , and frequently writes articles on her site, Customer Bliss. Why we love Rachel: She’s the Director of Customer Experience at Zuora. Jeannie Walters.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

OCTOBER 3, 2017

Rowling As you begin your journey, it's going to be important to tell a story about the company, its employees, and its customers: past, present, and future. Paint a picture that connects the employees to yours customers and, ultimately, to a profitable, solvent organization. But, one day. Because of that. Because of that.

Chief Customer Officer 126

Chief Customer Officer Culture Transportation Leadership 126

Customer Guru

DECEMBER 13, 2017

In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. Depending on the kind of business, some departments might have zero interaction with the end customer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. When I first recognized that my career would be in customer experience management, I immediately started thinking of my five-year plan. I wanted to visit them, ask questions and learn.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ClearAction

JANUARY 14, 2015

The B2B study indicates that the following basics are the keys to financial and customer experience success : Coordination among managers of CXM methods. Presentation of customer survey results to all employees. Calculation of customer lifetime value. Maersk: Focusing on People in B2B Customer Experience Strategy.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48