Customer Bliss

DECEMBER 28, 2018

MTN Cameroon had to adjust to the shift in customer behavior with the increasing use of the Internet. Employee Experience Trickles Down to Customers. After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. In The Power of Moments , Chip and Dan Heath ask you to think about the positive moments and experiences you’ve had in your life. My book, Chief Customer Officer 2.0

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Francis created an internal messaging board to document customer interactions.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Blake Morgan

MARCH 28, 2023

Nationwide Insurance is known for its customer-centricity, largely because of its company-wide focus on listening to customers and using their feedback to continually improve the experience. The key to effectively listening to customers is doing something with their feedback.

Feedback 52

Feedback Company Chief Customer Officer Customer Centricity 52

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Customer Bliss

JANUARY 12, 2018

In this episode, Christine Corbett , a hybrid CCO of Australia Post , shares how she’s using her background in operations and communications to unite the organization and reinvent the Australia Post customer and employee experience. Solve Problems and Go Beyond Customer Expectations.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 96

Chief Customer Officer Telecommunications Employee Experience Measurement 96

Customer Bliss

MAY 7, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Doing human interactions well in an increasing self-service world will set you apart. Both customer and employee experiences would improve. View this post on Instagram.

Self Service 178

Self Service Chief Customer Officer Course Policies 178

ClearAction

JULY 28, 2023

This is the missing ingredient in the employee experience fiasco of the 2020s (quiet quitting, great resignation, reshuffle, etc.). Empathy is not just for your customer-facing groups’ interactions with customers.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

OCTOBER 25, 2018

He mentions that each of their areas of ministry had a heart for guest experience and wanted to implement a change. The Employee Experience Directly Impacts Customer Experience. Fostering a strong employee experience and culture has a positive effect on the customer.

System 162

System Hospitality Customer Experience Guest Experience 162

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 48

Chief Customer Officer Telecommunications Employee Experience Measurement 48

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. ” How do you create value in that interaction?

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

Customer Bliss

AUGUST 23, 2018

Now, if you’ve been listening to my podcast or reading my posts, you know that customer experience is also largely affected by the employee experience as well. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Transportation 129

Transportation Industry Management Guidelines 129

Customer Bliss

MAY 3, 2016

He focuses extensively on Voice of the Client work and The Northern Lab, a human-centered design experience that works with a wide variety of stakeholders to design differentiated experiences for both customers and employees. Connect with Scott. Scott is on LinkedIn. What I Know Now That I Wish I Knew Then” .

Chief Customer Officer 100

Chief Customer Officer Leadership Video Customer Experience 100

ProProfs Chat

DECEMBER 7, 2018

It is disingenuous and says you did not bother to staff appropriately to “handle my concern” and leads to a negative experience. Respond or risk a poor customer experience. Understand that interactions with the company’s website largely drive the customer experience. Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

Think Customers

NOVEMBER 4, 2019

Volkswagen Australia Builds Trust with Chief Customer Officer Understanding how the customer thinks and behaves is exactly what Jason Bradshaw, the first chief customer officer at Volkswagen Group Australia , has set out to do. Like other parts of the world, Australia’s auto market has been softening.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ryan Lester , Senior Director of Customer Experience Technologies, LogMeIn .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClearAction

NOVEMBER 16, 2017

Business ecosystem (= customer experience ecosystem) includes customers, employees, suppliers, distributors, partners, agencies, competitors, rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) and the logistics and interactions between all these stakeholders and rituals.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Qualtrics

MAY 23, 2019

It’s a key role that helps to provide a holistic view of the experiences across the organization, breaking down silos and connecting the work of various departments to drive consistency in both the design and delivery of those experiences. Chief People Officer. Chief Customer Officer (CCO).

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

SmartKarrot

MARCH 10, 2022

For 57% of CIOs, improving customer experience is a priority while 81% of the CIO respondents admitted to implementing new technology for customer interactions. Customer interaction has changed, and customers feel happy when their needs are met. Experience-first networking. contact-form-7].

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

Qualtrics

JANUARY 2, 2019

OMB Circular A-11 Section 280 , called “Managing Customer Experience and Service Delivery,” tells agencies to survey customers, report the survey scores publicly, establish CX governance, work on the connection between customer and employee experience, and consider agency customers in service design.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

SmartKarrot

AUGUST 16, 2022

Involve top executives or CSM of the customer in the BR meetings Get your executives onboard as well Keep the ROI at the core of all discussions Communicate a clear plan of action Have a meeting agenda in mind Indicate parameters with the customer health index Set clear communications and interactions Have 90 days plan.

Chief Customer Officer 10

Chief Customer Officer ROI Meeting Metrics 10

Qualtrics

MARCH 4, 2019

We sat down with Anahita Reilly, one of the first ever Chief Customer Officers in a government organization, to learn how she and the GSA approached a range of topics including how technology improves their customer experience, regulations influence innovation, and how to make sure the taxpayer always comes first.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. She is known globally for transforming businesses to earn customer-driven growth. Kate Nasser.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. She is known globally for transforming businesses to earn customer-driven growth. Kate Nasser.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing also reveals how to increase consumer involvement and engagement, convey exclusivity and desirability, and prompt customer action and loyalty with scientifically proven principles such as autonomy bias, storytelling, and the Von Restorff effect. Here is the book link. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Michel Falcon Experience

SEPTEMBER 25, 2014

However, customers must have a ‘seat at the table’ and a SPA responsible for ensuring that customer experience has a flag bearer. The outcome of appointing a CCO or Operations Manager, Customer Experience is a reduction of silos within an organization.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX usually precedes — and extends beyond — interaction with your company. If so, it’s good CX.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX usually precedes — and extends beyond — interaction with your company. If so, it’s good CX.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Customer Alignment

DECEMBER 18, 2017

This efficiency drive has enabled reduction in staff numbers in some more repetitive areas; disappointingly this has not lead to redeployment of these people into customer interacting roles which would have meant some customer experience progress.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Behavior that creates a bond with clients and customers trumps survey scores and results.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148