Customer Bliss

MARCH 14, 2017

Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company.

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ECXO

MARCH 21, 2023

Eytan Hattem Formato Convencional The ECXO- European Customer Experience Organization is thrilled to present Building a CX Driven B2B Operating Model by Eytan Hattem , Chief Customer Officer at Prodware. appeared first on ECXO - European Customer Experience Organization.

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InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Q: Which channels does Craveable Brands use to capture customer feedback?

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Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. She also redefined a lot of KPIs for 2017 so as to be more customer-facing. Episode Overview.

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Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

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Gainsight

APRIL 14, 2022

Here are five important recommendations that Chief Customer Officers should focus on to drive net revenue retention: 1. Companies that invested 10 percent of revenue in customer service saw the highest NRR. The post 5 Ways Chief Customer Officers Can Drive Net Revenue Retention appeared first on Gainsight Software.

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Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. One example: the on-boarding experience. The leadership team is leading by example. Episode Overview.

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Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Episode Overview.

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Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

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Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. Competition is fierce in our global economy.

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Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. It was interesting to talk with her about establishing roles, defining processes, and setting priorities within the context of serving millions and millions of important customers. Episode Overview.

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Customer Bliss

SEPTEMBER 19, 2017

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. Externally, they needed to learn from their customers on what was important. About Libby.

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Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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Helen Dewdney

MAY 21, 2017

So, not being one to miss an opportunity, when Alessandra Bellini joined Tesco on 1 March 2017 to become their Chief Customer Officer I requested an interview! Alessandra Bellini is the new Chief Customer Officer at Tesco, reporting to Dave Lewis, and putting the customer at the heart of everything that Tesco does.

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Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

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InMoment XI

OCTOBER 26, 2022

This council should aim to manage the activities of the tactical working teams that are striving to improve the customer experience as well as communicate expectations throughout the company and particularly to the customer-facing associates. 3: Encourage a Culture of Commitment.

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Retail Customer Centricity Government Chief Customer Officer 529

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

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Customer Bliss

NOVEMBER 22, 2016

Before Carol shifted up the chain at Dow Corning, for example, she had been managing a $400M section of the company. Your focus is on customer and employee experience. One aspect that unites all CCOs (that I’ve worked with) is this greater focus on experience, both internal (employee) and external (customer).

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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.

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Customer Bliss

NOVEMBER 8, 2019

” The role of the chief customer officer is to work with leaders to unite behavior. It is to unite actions; to provide proof to the organization that this leadership team is committed to driving growth by improving customers’ lives. With every decision you make, employees and customers are watching.

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Customer Bliss

JANUARY 17, 2020

You have an opportunity to make it easier on employees to deliver value to customers. For example, Commerce Bank—now TD Bank —asked their employees: “What’s getting in your way? In my first role as Chief Customer Officer at Lands’ End , founder Gary Comer said to me, “You’re the conscience of the company.

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SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

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Customer Bliss

FEBRUARY 8, 2019

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

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Gainsight

MARCH 1, 2024

Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. Additionally, I foresee an increase in CS professionals ascending to executive roles, ranging from Chief Customer Officers to CEOs.

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Customer Bliss

FEBRUARY 26, 2015

Commitment to customer-driven growth is proven with actions and choices. To emulate culture, people need examples. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset growth. They need proof.

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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. You might also like: How to Become the Chief Customer Officer (CCO)?

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ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? For example, I’m always impressed with Zappos.com. However, its phone number is posted on every page of the website, just in case the customer needs help or has questions.

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Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. Those competencies give you a specific roadmap. There’s your pothole. How reliable are you?

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ECXO

JUNE 7, 2023

Real-life examples showcasing personalization and real-time responsiveness. Nicolette Wuring: A dynamic Managing Director at Customer-Advocacy.com and ECXO Ambassador and Facilitator. Discover more about the ECXO at [link]. What will you gain from this discussion? Explore further at [link]. Find out more about her at [link].

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Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Emotionally, employees are spent or they are intellectually exhausted from putting customers lives back together again. Calling “code lavender,” for example, brings caregivers together.

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Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Tish Whitcraft is Chief Customer Officer at OpenX , responsible for the partner experience and all revenue growth and retention. The focus of this competency is that leaders must connect the silos and enable people to act.

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Customer Bliss

OCTOBER 17, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I was having a conversation with somebody the other day, who is what I call a “perennial customer experience officer.” The following is a lightly edited transcript of the video below.

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Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.

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Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For example, in the case of that gown, they turn patient vulnerability into comfort and they redesign that gown. They think about their customers’ emotions first.

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Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Let me give you an example. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Successful Chief Customer Officers need to deliberately build a plan of action in the early years. Commitment to customer driven growth is proven with choices and action.

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Think Customers

JUNE 13, 2024

The chief customer officer of ClearAction Continuum reveals four — just four — CX ROI benchmarks to prioritize during the “ Four Gold CX ROI Metrics LinkedIn webinar hosted by the European Customer Experience Organization (ECXO) earlier this month. That’s music to the ears of those struggling to improve the experience.

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