Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers.

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Chief Customer Officer Company Tips Leadership 133

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. People know how to achieve results within their silo walls. Years 1 through 3: Chief Customer Officer Priorities.

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Chief Customer Officer How To Leadership Meeting 183

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. What’s on their mind is how to accomplish this feat inside their organizations.

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Chief Customer Officer Return on Investment Leadership Customers 80

Customer Bliss

AUGUST 22, 2018

First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers.

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Chief Customer Officer Company Tips Leadership 107

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. Now Camille had the leadership mandate and engagement. The leadership team is leading by example.

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Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

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Chief Customer Officer Customer Care Metrics Innovation 131

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. What sets Donna apart is that she has charted her path by rising through a variety of leadership, operational and revenue generating roles in highly regulated and uniquely challenging industries. Metrics measurement improvement.

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Chief Customer Officer Leadership Metrics Roadmap 100

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Decide When and How to Collect Data and Feedback 4. Project management, to ensure that projects are well organized, completed on time and meet key metrics. In This Article: Preliminary Steps 1.

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Customer Experience Net Promoter Score How To Customer Journeys 236

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. Enable and inspire decision-making driven by honoring customers as assets.

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Chief Customer Officer Customer Journeys Leadership Metrics 135

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

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Metrics Effort Score ROI Policies 62

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. I call that One-Company Leadership. Episode Overview. Connect With Margie. Margie is on LinkedIn.

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Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

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Leadership Customer Experience Chief Customer Officer Metrics 100

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? What Is a CXO?

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Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. Prior to her current role, she has worked at Flynn Heath Hoat Leadership, Barclays, Wachovia, and more. Like many CCOs, it was ultimatley part of her role to construct how it would be implemented. .

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Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To start, it’s a role that not all CEOs have figured out how to incorporate into the business. CX Click To Tweet.

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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). Click To Tweet.

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Leadership Chief Customer Officer Culture Metrics 100

Customer Bliss

AUGUST 3, 2018

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. 7 Customer Experience Insights You Can Apply to Your Organization.

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Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. How To Know If You Can Take On A CCO Role. Episode Overview.

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Chief Customer Officer Leadership Metrics Customer Journeys 100

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C Leadership Customer Experience B2B 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C Leadership Customer Experience Chief Customer Officer 111

Alida

MARCH 10, 2017

The call to “improve the customer experience” is a nebulous one. CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue. CX programs require strategy and leadership from the top. Lack of ownership.

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Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Customer Bliss

SEPTEMBER 1, 2016

If you want to improve the business engine at your company and gear your growth around the customer, there are four culprits you need to recognize — and then five solutions you can put in play. If you have a copy of my book Chief Customer Officer 2.0 — or if you feel like buying one!

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Management Chief Customer Officer How To Leadership 175

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

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Leadership Chief Customer Officer Financial User Experience 128

Gainsight

MARCH 15, 2022

One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS. 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. Aligning on Metrics. Get the Real Story.

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Customer Success Company Chief Customer Officer How To 59

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. Absolutely.

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Chief Customer Officer Customer Centricity Strategy Leadership 50

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. In time, as CX proves its merits, a path to centralized CX leadership will become available. Strategist – Knows that CX is more than fluffy, feel-good words about customer happiness.

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Net Promoter Score Chief Customer Officer Metrics ROI 247

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

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Chief Customer Officer eBook Customer Success Software 40

Help Scout

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Learn how Help Scout aligns sales and support. Elevate your service teams: Include your customer service leadership at the highest levels, perhaps through a Chief Customer Officer-type role.

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Culture Customer Service How To Policies 139

Customer Bliss

DECEMBER 12, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. And when training, metrics, process, and pay don’t unite people as a team. As a result, the customers are bounced across our organization charts, or passed between our partners and ourselves.

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Company How To Chief Customer Officer Video 126

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Employees know how to achieve results within their silo walls. Achieving clarity for your role and leadership’s required involvement. Unite the leadership team.

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Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

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Chief Customer Officer Company Customer Experience Customer Centricity 100

Customer Bliss

FEBRUARY 2, 2016

Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map. This work hinges on c-l-a-r-i-t-y.

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Customer Journeys How To Chief Customer Officer Leadership 100

ClearAction

JANUARY 8, 2024

Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts. Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives.

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Customer Centricity ROI Policies Chief Customer Officer 62

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.

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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.

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Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

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