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

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. Episode Overview. She is an emerging breed of CCO doing double-duty as both transformist and operator.

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Chief Customer Officer Customer Journeys B2B B2C 118

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. Throwing head count at the customer challenge is not necessarily the automatic solution.

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Chief Customer Officer Return on Investment Leadership Customers 80

Customer Bliss

DECEMBER 22, 2016

We had the privilege of interviewing the pioneer of the Chief Customer Officer (CCO) role, Jeanne Bliss who held the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months?

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Chief Customer Officer Omni-Channel Social Media Leadership 0

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

MARCH 12, 2020

Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Bring the CFO, CMO, CEO—all the alphabet people—and do the customer math. My mantra about this measurement process is: clunky is good.

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Measurement Chief Customer Officer Metrics Video 289

Customer Bliss

MAY 16, 2017

Milista Anderson is chief customer officer for FIS’s treasury solutions business, leading the organization in its voice of the customer program and customer experience strategy. She specializes in designing and improving operational models that get measurable results. About Milista. Anderson holds a B.S.

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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

InMoment XI

FEBRUARY 1, 2023

Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success. Every organization, leadership dynamic, employee culture, and business is different.

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Customer Experience Chief Customer Officer Report Culture 260

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

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Leadership Chief Customer Officer How To Customer Centricity 52

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. The CCO would: Oversee the overall Customer Experience.

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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. Make the Customer Leadership Executive an Officer of the Company. CX Click To Tweet. The CCO needs to be considered as a peer among the C-Suite.

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Leadership Engagement Chief Customer Officer Course 111

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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Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

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Leadership Consumers Customer Experience Chief Customer Officer 128

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

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Contact Center Leadership Hospitality Chief Customer Officer 207

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

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Chief Customer Officer Leadership Customer Centricity Culture 93

Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work.

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Leadership Chief Customer Officer Engagement Conference 100

Alida

JULY 6, 2017

Operationalizing CX and measuring its impact to the bottom line are important steps to scaling CX programs and accelerating buy-in. Puhm’s leadership experience includes stints at Oracle, Eloqua and Adobe. What does success look like in CX and how is it measured?

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Measurement Chief Customer Officer Customer Centricity Software 113

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

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Leadership Marketing Customer Experience Chief Customer Officer 0

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

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Chief Customer Officer Customer Centricity Metrics CRM 91

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.

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Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. The purpose is to shift to a simple understanding of the overall success achieved when a company earns customer-driven growth.

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Strategy Customer Journeys Chief Customer Officer Leadership 193

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

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Customer Centricity ROI Measurement Chief Customer Officer 75

Customer Bliss

MARCH 28, 2018

Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon. Having the whole company and different departments understand how customers measure value is important.

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B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

JANUARY 17, 2020

In my first role as Chief Customer Officer at Lands’ End , founder Gary Comer said to me, “You’re the conscience of the company. People are going to call “baloney” on you if you say customer is king, but yet you send your frontline on so many customer calls that they don’t have time.

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Chief Customer Officer ROI Banking Financial 327

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. You can’t measure it. Q&A Recap.

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Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. 5 Competencies for Customer-Driven Growth. Honor and manage your customers as assets : this allows you to focus on measuring if you did or did not earn the right to customer growth.

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Customer Experience Chief Customer Officer Customers Leadership 235

Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

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Brands Customer Experience Chief Customer Officer Contact Center 162

Customer Bliss

FEBRUARY 10, 2015

Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. For example: how many new customers did you bring in this quarter, volume and value?

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Chief Customer Officer eBook Metrics Leadership 100

CCO Council

MAY 13, 2014

For many companies the annual value of these computations are significant and become even more so when extrapolated over the average lifetime of a customer. Similarly, the cost of dissatisfied customers can be computed to measure the cost of status quo. What is the cost of each call into the call center?

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Customer Centricity ROI Measurement Chief Customer Officer 85

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! Because we expect that orientation to benefit the customer and the company, it will require the CCO to be the individual at the leading edge of enabling its realization.

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Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

Customer Bliss

NOVEMBER 28, 2017

Use the Customer Journey Map As a Tool to Measure Success. During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way. Everyone involved had to understand how the business flows from a customer’s point of view. .

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Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand.

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Customer Journeys Roadmap Leadership Customer Experience 323

Customer Bliss

MARCH 24, 2015

If there’s a void, it may be right to consider a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. __ YES there is __ NO there is not. We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not.

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Tips Chief Customer Officer Effort Score Roadmap 100

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

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Customer Success Chief Customer Officer Leadership Study 52

Thematic

MARCH 27, 2024

Typically, only 15% of their customer base proactively contact them in any given month, with complaints that came through the support centre.  A three-pronged VOC approach gives them a more balanced measure of customer sentiment and pain points.

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Chief Customer Officer Customer Journeys Analysis Feedback 62

Gainsight

MARCH 15, 2022

I’d ask what technology and tools would the company look to invest in to assist and measure CS,” said Hao Chen, a Partner Success Manager. It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. ’,” says Stephen Horning, a Vice President of Customer Success. Get the Real Story.

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Customer Success Company Chief Customer Officer How To 59