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?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

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.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

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 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

Customer Bliss

OCTOBER 25, 2018

His team created check-in systems, clear signage indicating where things are located, and floating greeters who wear visible tags to help greet and guide visitors who are unsure of where to go. Lee also credits a great internal value system that helped them usher in this new system. Zone two : this is the common and lobby areas.

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System Hospitality Customer Experience Guest Experience 162

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. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Gainsight

JUNE 3, 2021

“A lot of organizations talk about alignment, but when it comes to Customer Success, you’ll fail if the entire company doesn’t rally around driving customer outcomes.”. CS is a belief system that opens the door for cross-company collaboration to achieve customer goals. Come join us!

Leadership 40

Leadership Chief Customer Officer Customer Success Customer Journeys 40

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

ChurnZero

MARCH 10, 2021

ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. .

Net Promoter Score 98

Net Promoter Score Chief Customer Officer Leadership NPS 98

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

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

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. Build a customer listening path. One-company accountability, leadership, and culture.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. Chester posts regularly, especially when he’s with customers or key individuals so people know what’s going on.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. About Jennifer.

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Healthcare Chief Customer Officer Hospitality Leadership 100

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Episode: Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett. Realize that customer experience work is hard. CX #CustExp Click To Tweet. Click To Tweet.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

Zeisler Consulting

AUGUST 17, 2021

How do you sell CX to leadership? And in the end, it’s not just my reputation as a CX professional (and Fractional Chief Customer Officer or CX consultant) that’s at stake: It’s the overall impression of CX as a profession itself. I’ve even written about it myself on several occasions. Of course not.

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ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

Airlines 176

Airlines Industry Strategy Customer Experience 176

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

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

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. Mayo Clinic calls this the burden of care.

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Healthcare Chief Customer Officer Travel Video 173

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. On a typical day, Aucklanders don’t say much to Watercare.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

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. Competency 2: Align Around Experience.

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Chief Customer Officer Leadership Metrics Call Center 100

Customer Bliss

JANUARY 4, 2019

He spoke to senior leadership (the C-Suite), frontline employees from in-patient nursing units, ambulatory clinics, nurses, care techs, and even environmental services workers. Alan Dubovsky is the Chief Patient Experience Officer for Cedars-Sinai Health System in Los Angeles, California.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

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

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

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

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.

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Company Chief Customer Officer Leadership Survey 129

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. How Does the C-Suite Define Success? What do they consider success?

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

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

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

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? 5 Steps to CX Management in the First 3 Months of Your Leadership Role. How did he spend the first 3 months in this position?

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Transportation Industry Management Guidelines 129

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” As an example, the organization should also have: Empowered staff who can own customers’ issues.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

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! .

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Chief Customer Officer Leadership Report Customer Success 52