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.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

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.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

FEBRUARY 17, 2015

Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework. Read More: CX Competency #3: Customer Listening.

Chief Customer Officer 100

Chief Customer Officer eBook Customer Journeys Leadership 100

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.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

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.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. Thematic identified red flags by quantifying themes, their impact on metrics and sentiment.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Customer Bliss

OCTOBER 17, 2018

Before becoming CCO at Equinix, Brian was the company’s Chief Information Officer, so he was familiar with the business and the players in the game. It was important to him to develop a system of tactics to operate on rather than by anecdote. With this new focus, the CFO began to think of and view customers in a new way.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Customer Bliss

APRIL 12, 2019

When Monica first stepped into her role at TECO, she was immediately tasked with helping TECO retire its 30-year legacy and transition into a new customer information and billing system. She didn’t want to be seen as the “ whack-a-mole ” person and needed to be deliberate in her steps about creating a system for problem-solving.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Customer Bliss

JUNE 21, 2016

Many CCOs in those types of companies need to move their leadership away from an over-focus on quarterly metrics and surveys, but they often need to use share price as a motivating factor. As a result, there was a tendency at some points in their history not to dig deep on those customers who were leaving. About Nick Frunzi.

Company 129

Company Chief Customer Officer Leadership Survey 129

Customer Bliss

NOVEMBER 1, 2018

Though Lyft was growing quickly, Mary didn’t want to lose sight of continuing a delightful customer experience. A delightful CX meant that they were to develop a value system around uplifting other people. By focusing on hiring, processes, and technology, Carolyne and her leadership team were able to improve the Fanatics culture.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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. Don’t wait until the systems are all perfect.

Customer Journeys 100

Customer Journeys How To Chief Customer Officer Leadership 100

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. She also completed a master’s degree in Information Systems and a bachelor’s degree in Computer Science from Rhodes University (South Africa).

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

JANUARY 12, 2017

We’ll run through these now as relates to your customer strategy. Customer strategy: Commit. It’s about gaining leadership clarity and commitment to what you’re going to do. Customer strategy: Unite and build. The systems will almost never be perfect, for one thing. Customer strategy: Embed.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Gainsight

SEPTEMBER 29, 2021

The truth is, right now, customer success is a new and evolving industry. Perhaps there are more desired attributes, such as previous experience with CRM systems. There are even Chief Customer Officers that made their way into the CEO chair. Systems and Data. People in finance become Product leaders.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Gainsight

APRIL 14, 2022

Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. Often, it’s about leadership. But time and again, we’ve seen that VPs of CS shouldn’t split their job between executive leadership and operations. Another great move! Well done! .

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Identifying your customer success team's primary goals is important.

Customer Success 67

Customer Success Chief Customer Officer How To Metrics 67

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. That’s really forcing us to focus on this now.”. You know, you’ve called an airline more than once, right?”

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

Gainsight

OCTOBER 1, 2021

And where are the strategies, metrics, and oversight to know that they performed accurately? Over time, CS evolved when more CSMs and CS leadership looked to improve and standardize its practices, processes, and procedures. . CS Ops Leadership. Getting down in the trenches also indicates a passion for leadership and work.

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 52

Gainsight

JULY 9, 2020

However, it was his insights into leadership and teams that struck an interior chord and resonated with something I had read before. As a development and content editor who specializes in customer success, I especially enjoy working with subject matter experts. Leadership and the Team You Create. That would be the Midas touch.

Leadership 59

Leadership e-support Chief Customer Officer Customer Success 59

ChurnZero

FEBRUARY 17, 2022

Using Excel as a stopgap solution, we became spreadsheet masterminds and (albeit inefficient) experts at hacking the system to fit our needs. So, although you’ll need to build new muscle memory as you bake your Customer Success software into your day, trust me, it’s worth it! Tip #2 for CSMs: practice what you preach.

Software 98

Software Customer Success How To CRM 98

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. Identifying your customer success team’s primary goals is important.

Customer Success 56

Customer Success Chief Customer Officer Metrics Effort Score 56

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. How Mark was awarded his role. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Identifying your customer success team’s primary goals is important.

Customer Success 40

Customer Success Chief Customer Officer How To Metrics 40

CX Journey

SEPTEMBER 20, 2016

NewVoiceMedia proposed some solutions for breaking down the silos, including hiring a Chief Customer Officer (CCO), who will lead and oversee customer experience efforts across departments, business units, and the entire company.

Customer Experience 80

Customer Experience Multi-Channel Government Customer Journeys 80

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Hi everyone.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JANUARY 15, 2021

The number of integrations between Customer Success platforms and project management tools will also surge. A growing reliance on Customer Success metrics. I predict 2021 will be the year businesses rely on interdepartmental Customer Success metrics more than ever. Bigger budgets for Customer Success.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Not as the only system used. Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

ChurnZero

FEBRUARY 17, 2022

Using Excel as a stopgap solution, we became spreadsheet masterminds and (albeit inefficient) experts at hacking the system to fit our needs. So, although you’ll need to build new muscle memory as you bake your Customer Success software into your day, trust me, it’s worth it! visibility into Net Revenue Retention (NRR).

Software 52

Software Customer Success How To CRM 52

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. Chief Customer Officer 2.0.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80