Do You Need a Chief Customer Officer?

Customer Bliss

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.

Do You Need a Chief Customer Officer?

Customer Bliss

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.

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10 mindsets for change from Australia’s chief customer officers and experience leaders

Alida

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.

Top 4 Metrics Chief Customer Officers (CCOs) Must Know

ChurnZero

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.

Redefining Customer Experience Metrics for Better Performance

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.

Chief Customer Officer in Manufacturing & Distribution With Anne Herman – CB47

Customer Bliss

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.

11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

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.

11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

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.

Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

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.

3 Steps to Measure CX Impact and Align Your C-Suite Around Experience

Customer Bliss

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.

The Impact of the Chief Customer Officer, Part II

CCO Council

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.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

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.,

What Chief Customer Officers can learn from YCombinator’s approach to disruption

Thematic

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.

Three Lessons From Leaders on Adapting During the Pandemic

Customer Bliss

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?

Ten Aptitudes of a Successful Customer Leader

Customer Bliss

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.

Six Critical Checkpoints for a CCO

Customer Bliss

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?

4 Steps to Improve Customer Experience At Your SaaS Organization

Customer Bliss

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?

CX Wisdom You Need to Know From 6 Leaders in B2B Organizations

Customer Bliss

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.

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Take the Cross Silo Assessment and Get 11 Implementation Tips

Customer Bliss

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

Leadership Engagement: 8 Actions to Increase CCO Success

Customer Bliss

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?

It's Not About the Metric

CX Journey

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

Customer Success ROI: How to Measure and Improve It

SmartKarrot

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?

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The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

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.

Report: The State of Customer Journey Management and CX Measurement

Pointillist

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.

Stop Measuring Customer Loyalty; Start Measuring Customer Effort

CCO Council

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.

Report: The State of Customer Journey Management and CX Measurement in 2020

Pointillist

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

The Six Components to Customer Engagement Strategy

CCO Council

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.

Clarifying the Role of the CCO – Competency #1

Customer Bliss

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.

Emotions are the Best Customer Metrics After All!

Experience Investigators by 360Connext

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.

To Move Forward in Customer Service, Measure Outcomes Instead of Interactions

Tricia Morris

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.

Meaningful Service Metrics

Service Untitled

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.

Advance your CX Work by Uniting the C-Suite in Their Commitment and Accountability

Customer Bliss

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.

Five proven results for increasing your customer asset

Customer Bliss

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.

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

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?

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Customer Success Performance Indicator

CSM Practice

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 Performance Indicators

CSM Practice

. 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.

Optimize Your Company’s Business Strategy With Customers In Mind

Customer Bliss

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.