Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

MARCH 15, 2018

I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Bliss

FEBRUARY 17, 2015

Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

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

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. ” Operational performance and people performance can be aligned better via this type of customer journey mapping.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

FEBRUARY 24, 2015

Know, before customers tell you, where experience reliability is out of sync. Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey. Deliver peace-of-mind, consistency and innovation.

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. It was the perform storm for a customer experience crisis! Thematic is proud to continue this journey with them!

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Customer Bliss

DECEMBER 6, 2018

With these leaders all representing different countries, Alvin had to find similar factors between the leaders’ maturity assessment so he could start journey mapping. There’s a style about the way we serve customers with passion. So they came up with Flow Style, which is a simplified version of the customer journey.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

Customer Bliss

MARCH 8, 2018

Specifically, she wanted them to think about how would they communicate to customers, how systems might need to be altered, and how would they ensure proper customer support. Formalize Customer Research and Build a Customer Journey Map. As the customer, what are you experiencing?”

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Aisling Hassell is responsible for global customer experience at Airbnb, which is a community marketplace for people to list, discover, and book unique accommodations around the world in more than 34,000 cities and 190 countries.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

CSM Practice

MARCH 9, 2021

Mary Poppen, Glint’s Chief Customer Officer, leads their team, responsible for driving and scaling the company’s ability to delight its customers. Glint’s Customer Success Team brings extensive experience and a successful track record of implementing employee engagement programs at many of the world’s leading enterprises.

Customer Journeys 59

Customer Journeys Customer Experience Management Effort Score 59

BlueOcean

JANUARY 9, 2018

The same Deloitte study reveals that the biggest hindrance to implementing artificial intelligence in the contact center will be integration with existing systems. Check out our latest case study about our custom integration between a client’s IVR system and cloud-based ticketing system.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Customer Bliss

FEBRUARY 2, 2016

The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map. Don’t wait until the systems are all perfect. Your leadership team should be united in driving accountability by customer journey stage, rather than silo-by-silo.

Customer Journeys 100

Customer Journeys How To Chief Customer Officer Leadership 100

Beyond Philosophy

OCTOBER 21, 2021

This definition means a customer-centered organization should have excellent contact centers, intuitive digital interactions, a brilliant social media presence, and an outstanding customer relationship management (CRM) system. . It doesn’t connect your CRM with the point of sales to inform agents about the customers.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

NOVEMBER 13, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. So what are the moments when your customers are vulnerable? Can you identify the opportunities across your customer journey where you can stand out by stepping up? How Will You Act?

Chief Customer Officer 174

Chief Customer Officer Video Course Policies 174

ChurnZero

APRIL 27, 2022

Value delivery is the stage where your customer implements and uses your product. For the vendor, delivery includes providing support and education throughout the customer journey as they move through initial implementation, integrate your product with any legacy systems, and learn how to use it in a way that brings them the best results.

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? He did this through conducting meetings with employees and via the company’s internal messaging systems.

Transportation 129

Transportation Industry Management Guidelines 129

CX Journey

SEPTEMBER 20, 2016

NewVoiceMedia proposed some solutions for breaking down the silos, including hiring a Chief Customer Officer (CCO), who will lead and oversee customer experience efforts across departments, business units, and the entire company. Journey maps.

Customer Experience 80

Customer Experience Multi-Channel Government Customer Journeys 80

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. Put Things Into Perspective by Being the Customer. ’ – Lee Roquet, CCO, Yellowfin. About Lee Roquet.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

Quadient

JULY 17, 2017

Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Having to align customer priorities. Not communicating on a consistent basis. For Nick, his biggest challenge was a personal one. “My

Chief Customer Officer 52

Chief Customer Officer Insurance Customer Centricity eBook 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

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. Drive Results that Last.

Customer Success 50

Customer Success Interaction Chief Customer Officer Customer Centricity 50

Customer Bliss

OCTOBER 17, 2018

Before becoming CCO at Equinix, Brian was the company’s Chief Information Officer, so he was familiar with the business and the players in the game. It was important to him to develop a system of tactics to operate on rather than by anecdote. CX #CustomerExperience Click To Tweet.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Totango

JANUARY 21, 2020

Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer. Champions a customer-centered mindset within the company. Establishes an early warning system.

Customer Success 84

Customer Success Chief Customer Officer Software Customers 84

Gainsight

JUNE 3, 2021

“A lot of organizations talk about alignment, but when it comes to Customer Success, you’ll fail if the entire company doesn’t rally around driving customer outcomes.”. CS is a belief system that opens the door for cross-company collaboration to achieve customer goals. Does the CCO own the entire customer journey?

Leadership 40

Leadership Chief Customer Officer Customer Success Customer Journeys 40

Wootric CX Blog

MARCH 15, 2020

For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold.

Company 125

Company e-support How To Chief Customer Officer 125

Customer Bliss

JANUARY 12, 2017

Customer strategy: Unite and build. You can learn more about this in Chief Customer Officer 2.0 , but there’s a key point I want to highlight here. Oftentimes, in trying to do that, CCOs will wait until all the systems and silos are perfect before beginning the work of building out a customer-driven growth engine.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

Gainsight

SEPTEMBER 29, 2021

The truth is, right now, customer success is a new and evolving industry. Perhaps there are more desired attributes, such as previous experience with CRM systems. There are even Chief Customer Officers that made their way into the CEO chair. Systems and Data. People in finance become Product leaders.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67