CCO Council

MAY 13, 2014

Put another way, every 25 customers actively promoting JetBlue to friends, family, associates, and on social media equates to one new customer flying JetBlue, whereas only 16 detractors would dissuade an existing customer from flying. What is the cost of each call into the call center?

Customer Centricity 85

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.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

Customer Bliss

OCTOBER 11, 2018

You segment your customer base and give them access to your talk trigger. Give yourself a set time to measure results (30, 45 days, etc.) and measure the talkability of the trigger for that test group. Measure results. In the best companies, the customers do the marketing.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

Blake Morgan

JANUARY 23, 2023

Think like a Chief Customer Officer. – Donna Morris , Chief People Officer at Walmart “I think if we all have the lens of being a Chief Customer Officer, we do more to unlock the potential for our business. We invest a lot in research and spend a lot of time sitting down with customers.

Customer Experience 64

Customer Experience Chief Customer Officer Social Media Brands 64

Experience Investigators by 360Connext

MARCH 25, 2015

“Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. appeared first on Customer Experience Consulting. Desire is an emotion.

Metrics 110

Metrics Chief Customer Officer Conference Airlines 110

Lumoa

JANUARY 19, 2023

– Do different types of customers have a preferred way to buy? How can we measure the interaction? What’s something measurable that can tell how well we are doing? A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Beyond Philosophy

OCTOBER 21, 2021

Customers, Mead says, want information, and the organization they contact to own their issue and help them get the information. As an example, the organization should also have: Empowered staff who can own customers’ issues. Few companies have a Chief Customer Officer. There is much more.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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

JANUARY 7, 2016

He was previously Senior Vice President & Chief Customer Officer. Rackspace® is the #1 managed cloud company, delivering open technologies and powering hundreds of thousands of customers worldwide. Did someone listen to their customer and solve the problem? And that is no small shift.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

JANUARY 7, 2016

He was previously Senior Vice President & Chief Customer Officer. Rackspace® is the #1 managed cloud company, delivering open technologies and powering hundreds of thousands of customers worldwide. Did someone listen to their customer and solve the problem? And that is no small shift.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

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.

Interaction 40

Interaction Measurement Customer Service Chief Customer Officer 40

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Helen Dewdney

SEPTEMBER 7, 2020

He is very much more a people person than one to use social media and Internet, except when he has to (his emails to me were often filled with typos! ). 5) If you receive poor service how many people do you tell (include your social media followers too!). 8) What do you think of using social media to complain?

Social Media 54

Social Media Chief Customer Officer Case Study Consumers 54

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

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Tricia Morris

NOVEMBER 6, 2015

Microsoft general manager of service engagement Bill Patterson recently participated in an interview for a new GovLoop Customer Service Playbook for Government featuring Forrester Research Senior Analyst Rick Parrish, General Services Administration Chief Customer Officer Phaedra Chrousos, and more.

Government 40

Government Self Service Customer Service Social Media 40

ProProfs Chat

JUNE 30, 2020

Jean and Travis have brought together proven strategies from a decade-long effort that help readers measure and increase emotional intelligence. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

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. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Wootric CX Blog

FEBRUARY 14, 2019

Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. He has implemented successful CX, VoC, social media and marketing programs and led highly-engaged teams, both co-located and remote around the globe. He has had a rewarding career as both a thought and people leader.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SmartKarrot

MARCH 10, 2022

Customer interaction has changed, and customers feel happy when their needs are met. Along with the Chief Customer Officer, CIO can enable customer loyalty and experience is maintained. The CIO needs to use data intelligence to create high-level customer experiences to win over competitors.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

SmartKarrot

AUGUST 16, 2022

QBRs ensure that companies deliver customer outcomes in a timely manner by encouraging meetings and conversations. In a QBR meeting, customers can voice their concerns, measure their success, and scale to meet the goals they choose. Goals Measurement Parameters Plan Results. Why are QBRs important?

Chief Customer Officer 10

Chief Customer Officer ROI Meeting Metrics 10

Chattermill

MAY 12, 2019

The Customer Experience Book: How to Design, Measure and Improve Customer Experience in Your Business by Alan Pennington. The main takeaway is, customers and companies alike benefit from real-time, conversational connections, versus hands-off lead generation methods and email marketing campaigns. by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. messaging, social media, live chat, video chat, online reviews).

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SurveySensum

JULY 14, 2020

Founder and Principal at CustCore Consulting, a specialist consultancy firm, Shane helps companies to WOW their customers by unlocking new areas of growth through defining, measuring, and improving customer experience across all parts of their customer’s journeys. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

APRIL 9, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? In these times, actions, not promises, equal the measure of integrity and respect.

Chief Customer Officer 187

Chief Customer Officer Video Course Hospitality 187

Comm100

FEBRUARY 20, 2018

Incoming call volume isn’t the only things that Chatbots reduce – they also lower overall interaction volume – including chats, emails, and social media inquiries. Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower. This is especially true for phone assistance. The result?

Chatbots 133

Chatbots Self Service ROI Contact Center 133