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. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives. Throwing head count at the customer challenge is not necessarily the automatic solution.

Chief Customer Officer 121

Chief Customer Officer Return on Investment Leadership Measurement 121

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. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives. Throwing head count at the customer challenge is not necessarily the automatic solution.

Chief Customer Officer 114

Chief Customer Officer Return on Investment Leadership Measurement 114

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). According to many of the speakers, creating empathy within your organization for employees and customers will guide you on a path to create better customer experiences. Build customer intimacy.

Chief Customer Officer 122

Chief Customer Officer Innovation Leadership Entertainment 122

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. Why it matters: As CCO, NRR is the single most important metric to me. You want to retain your customers, of course.

Chief Customer Officer 56

Chief Customer Officer Metrics Net Promoter Score Customer Experience 56

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Metrics

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. In her role, Anne not only leads the customer experience transformation for MSA, but she also holds responsibility for running the quality, delivery and support operations for MSA globally. . Anne is the third Chief Customer Officer for MSA. Customers Want To Have An Easy Experience.

Chief Customer Officer 110

Chief Customer Officer Customer Experience B2B B2C 110

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other.

Chief Customer Officer 120

Chief Customer Officer Company Tips Leadership 120

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other.

Chief Customer Officer 106

Chief Customer Officer Company Tips Leadership 106

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process 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? But taking customer satisfaction lightly can be dangerous too. CCO stands for Chief Customer Officer.

Chief Customer Officer 79

Chief Customer Officer Customer Experience Customer Centricity Metrics 79

Customer Bliss

MARCH 12, 2020

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. 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. Unite Your Team with this Board-Level Metric.

Measurement 184

Measurement Chief Customer Officer Metrics Customer Experience 184

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment. Companies have demonstrated measurable improvements in revenues and profits while employing a CCO. Everyone says they are customer centric.

Chief Customer Officer 70

Chief Customer Officer Policies Competitive Advantage B2C 70

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,

Chief Customer Officer 86

Chief Customer Officer Financial CEM Culture 86

Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made. But a lot of this content does not reach the Customer Experience community. Leaders who listen to customers.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Exercises Net Promoter Score 52

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. We looked really deep in and said, What do our customers need right now?

Chief Customer Officer 209

Chief Customer Officer Roadmap Leadership Measurement 209

Customer Bliss

MAY 14, 2015

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Here are the ten customer leadership aptitudes of people who are the most successful in the customer experience mission: 1. A Customer Leader has got to be able to make and prove this case to gain executive and board support.

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Chief Customer Officer Leadership Metrics Measurement 172

Customer Bliss

MARCH 26, 2015

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. The problem is these disconnected actions don’t amount to anything significant for customers. Will leaders be okay with someone (other than themselves) driving consensus on customer strategy and deliverables? Critical checkpoint 1: Company alignment around customer experience. How about consistent metrics everyone agrees to?

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Chief Customer Officer Roadmap Meeting Metrics 155

Customer Bliss

AUGUST 15, 2019

Have you just become a C-Suite leader for your B2B organization’s customer experience? Analyze the product : Lee knew they had a good product, but he also needed a better understanding of customer issues and what could be improved. So he took the product training courses that customers initially go through, in order to understand the experience from their POV. People: How are customers trained?

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Chief Customer Officer Roadmap B2B Customer Experience 111

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. In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Invest Deeply in Listening to Your Customers. Listening to the customer never stops. Engineer solutions with the customer mind.

B2B 143

B2B Chief Customer Officer Net Promoter Score Culture 143

Customer Bliss

MARCH 24, 2015

Most CEO’s no longer need to be convinced of the importance of retaining customers and developing relationships with profitable customers. 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.

Tips 147

Tips Chief Customer Officer Roadmap Metrics 147

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. The CCO looks for ways to improve operations and change mindsets to focus on customer-driven growth. Commitment Questions : As CEO, do you clearly articulate what you want the company to become for customers and constantly reinforce and drive the company in that direction?

Leadership 104

Leadership Engagement Chief Customer Officer Roadmap 104

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. customer experience metrics voc voice of customer

Metrics 155

Metrics Chief Customer Officer Effort Score Measurement 155

SmartKarrot

DECEMBER 4, 2020

Any business function that you deploy towards your business goals must be measurable and generate returns. Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. How to measure customer success ROI?

ROI 52

ROI Return on Investment Customer Experience Measurement 52

GetFeedback

JANUARY 19, 2020

Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program. Without feedback, you can’t understand customers’ perceptions and make plans to improve. The main weakness of surveys is they tend to get input from very happy or unhappy customers. Best Metric: CSAT.

Touchpoint 237

Touchpoint Measurement Customer Journeys Survey 237

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size.

Measurement 72

Measurement Report Customer Journeys NPS 72

CCO Council

MAY 27, 2019

Gartner says that reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. We would love to know via a short survey how you’re prioritizing the reduction of customer effort. We (Jeb Dasteel and Curtis Bingham, doing independent research) have come to the realization that customer loyalty is simply the wrong thing to be measuring. It is increasingly very hard to correlate loyalty metrics with business results.

Chief Customer Officer 40

Chief Customer Officer Measurement B2B Metrics 40

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. Blog Customer Journey Analytics CX Measurement

Measurement 61

Measurement Customer Experience Customer Journeys Report 61

CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. Here are six essential components to a successful customer engagement strategy: Purpose In order to devise an effective strategy, you must first identify what you want engaged customers to do for you.

Customer Engagement 67

Customer Engagement Engagement Strategy Measurement 67

Customer Bliss

FEBRUARY 10, 2015

Competency #1: Honor and Manage Customers as Assets. 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. Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results.

Chief Customer Officer 146

Chief Customer Officer eBook Customer Experience Leadership 146

Experience Investigators by 360Connext

MARCH 25, 2015

It’s Day two at the Next Generation Customer Experience conference. “Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 Customer emotions matter in the C-suite. ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Our customers don’t obsess about our brands.

Metrics 193

Metrics Chief Customer Officer Conference Airlines 193

Tricia Morris

MAY 11, 2015

Customer empowerment is changing the way brands and organizations think about customer service -from smartphones putting all major service channels in the palms of consumers’ hands 24 hours a day/seven days a week, to social media providing customers with a megaphone for asking questions, voicing complaints or expressing delight. With that power, customers have now taken engagement with brands to new public forums.

Interaction 77

Interaction Customer Experience Measurement Customer Service 77

Service Untitled

MAY 31, 2011

The nature of customer service is a fundamentally an experience — feelings characterize it more than facts; emotion more than logic. Steinbeck’s reminds us that no matter how accurate our customer assessments, they will never completely assess its magic. There are important service metrics to watch — customers’ evaluation of their experience, customer effort gauges, customer complaints reports, first contact resolution, etc.

Metrics 40

Metrics Chief Customer Officer Report Culture 40

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. He started by methodically gathering customer feedback that he could share with the C-Suite. He had to ask, “How do you define a customer metric that is valid and useful for your company?” With this new focus, the CFO began to think of and view customers in a new way.

Chief Customer Officer 121

Chief Customer Officer Insurance Leadership Feedback 121

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. It’s to bring them together to establish their version of customer asset metrics and customer growth behaviors that they will stand behind as a united leadership team.

Chief Customer Officer 117

Chief Customer Officer Customer Journeys Call Center Company 117

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. 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. The post The Customer-First Experience: Are Brands Really Prepared to Deliver?

Brands 140

Brands Contact Center Chief Customer Officer Study 140

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better. Introduction.

Customer Success 46

Customer Success Customer Experience Chief Customer Officer Roadmap 46

CSM Practice

OCTOBER 10, 2018

. This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). The Customer Success Performance Index™. Segmentation: Your customer classification.

Customer Success 46

Customer Success Customer Experience Chief Customer Officer Roadmap 46

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. What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work. Develop your customer experience strategy.

Strategy 162

Strategy Company Chief Customer Officer Leadership 162