Blake Morgan

MARCH 28, 2023

How can you provide relevant and personalized experiences without understanding your customers and hearing their feedback? 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.

Feedback 52

Feedback Company Chief Customer Officer Customer Centricity 52

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Be the storyteller of customers’ lives.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

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?

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

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

Totango

NOVEMBER 14, 2023

. “Communities reduce customer friction while helping success teams run more efficiently through one-to-many enablement, support, and advocacy programs,” said Jay Nathan, EVP and Chief Customer Officer at Higher Logic.

Connections 95

Connections Chief Customer Officer Customer relationships Customer Relationship Management 95

Thematic

MARCH 27, 2024

These storms followed hot on the heels of significant resource shortages. It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Wootric CX Blog

JANUARY 6, 2021

In addition, our pace of innovation and our ability to support our customers around the globe will accelerate as we leverage the considerable resources and expertise of InMoment. . Our customers will also be able to tap into InMoment’s expertise and enterprise solutions as their CX needs evolve beyond our turnkey approach.

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

Totango

NOVEMBER 14, 2023

. “Communities reduce customer friction while helping success teams run more efficiently through one-to-many enablement, support, and advocacy programs,” said Jay Nathan, EVP and Chief Customer Officer at Higher Logic.

Connections 62

Connections Chief Customer Officer Customer relationships Customer Relationship Management 62

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. That can be painful.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

JANUARY 12, 2018

From seeing how parcel was delivered, to listening on customer contact calls, speaking to postal staff and drivers – Christine and this cross-function team were able to better understand and decide priorities based on observation and customer feedback. . Put the time and resources into properly mapping the journey out.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

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. And then deliberate what needs to be done to go a step ahead.

Chief Customer Officer 10

Chief Customer Officer B2B Innovation Feedback 10

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

SmartKarrot

JULY 15, 2022

Hotjar is a powerful customer journey mapping tool enabling CCOs to gain valuable insight into customer behavior. Hotjar contains various tools such as session recordings, feedback surveys, heatmaps and much more that can clearly understand user experiences and customer journey patterns. Clarabridge. Visual Paradigm.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10

ChurnZero

MAY 17, 2022

. “We deliver more than a Customer Success platform to our customers; we’re also their partners. We provide the technology to drive revenue, streamline workflows, and deliver superior customer experiences, as well as the resources and expertise on how to get there. Winners are to be announced on June 8-9.

Industry 98

Industry Chief Customer Officer Leadership Software 98

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Customer Bliss

AUGUST 9, 2018

Daniel and his team defined customer success for PTC within three pillars: ease of using the product, its value, and the delight they experienced working with PTC. Be Brave, Bring Customer Feedback to the Forefront. The leaders were shocked by some of the feedback and were motivated to transform the experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Join this webinar to learn: Who is implementing customer health scoring in their organizations.

Chief Customer Officer 98

Chief Customer Officer B2B Leadership Customer Success 98

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. Leading Customer Success in a B2B Business with Jose Vergara.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

MAY 2, 2019

By tracking movements of the mouse on the screen, the Allovue team saw where customers lingered, hesitated, and ended up clicking. They used this feedback to make product improvements in order to minimize click and make things less confusing. Rosalyn Curato is Chief Customer Officer at Allovue.

Company 149

Company Strategy Chief Customer Officer Financial 149

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! When she was ready to assess the work to be done in her role, Amanda did the following: Looked at all VoC and customer listening systems to know what the customers were saying.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

JANUARY 4, 2019

Alan gathered feedback from a myriad of groups in the hospital. Alan did all of this listening, gathering of data, and presenting of his feedback within his first six months on the job. Lastly, Alan shared some advice regarding resources that help him work more efficiently in terms of implementing the CX transformation.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

Kayako

JUNE 9, 2016

When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Support Driven Salary Survey. ” Jeanne Bliss.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Kayako

JUNE 9, 2016

When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Support Driven Salary Survey. ” Jeanne Bliss.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Customer Bliss

SEPTEMBER 15, 2016

I first found some of these resources here.) Storytelling — and digital storytelling — across the customer journey is a transformational element of my third competency: build a customer listening path. So, how do you build a customer listening path? Digital storytelling and building a customer listening path.

Chief Customer Officer 100

Chief Customer Officer Case Study Leadership Feedback 100

Gainsight

MARCH 15, 2022

Lately it feels like companies say they care about Customer Success, but when they have to put up resources to back it, they don’t commit,” he said. How is your product team incentivized or aligned to take feedback from the CS team? So our founder, Nick Mehta, jumped into his favorite “virtual water cooler” hangout—LinkedIn!—to

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

ShepHyken

FEBRUARY 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience.

Net Promoter Score 59

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 59

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Adapt quickly from ongoing feedback loops after you launch it.

Metrics 62

Metrics Effort Score ROI Policies 62

Customer Bliss

DECEMBER 12, 2017

Year 2 and 3: Bring in key capabilities and resources, like insights and analytics teams. Adoption of the NPS as the primary tool to drive cultural change equipped the front line and operations people with access to listen to customer feedback, identify pain points, and thus – take actions to improve. About Isabella Lau.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

DECEMBER 5, 2017

We want to give them the right resources to get them there. Keep yourself open to change and to feedback; don’t be closed off to it. 'Keep yourself open to change and to feedback; don’t be closed off to it. Hicks Bowman, who goes by Angie Hicks, is the Chief Customer Officer of ANGI Homeservices.

Chief Customer Officer 129

Chief Customer Officer Consumers B2B Leadership 129

ChurnZero

MAY 17, 2022

. “We deliver more than a Customer Success platform to our customers; we’re also their partners. We provide the technology to drive revenue, streamline workflows, and deliver superior customer experiences, as well as the resources and expertise on how to get there. Winners are to be announced on June 8-9.

Industry 52

Industry Chief Customer Officer Leadership Software 52

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Sales Process.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Customer Success Around the Web Client vs. Customer: What’s the Difference& Why Does it Matter?

Chief Customer Officer 52

Chief Customer Officer B2B Leadership Customer Success 52