Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

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Leadership Customer Experience Customer Centricity How To 259

CX Journey

MARCH 17, 2015

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'

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Metrics Chief Customer Officer Effort Score Voice of Customer 80

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. In some cases, the two roles might be combined though.

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Customer Experience Net Promoter Score How To Customer Journeys 236

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

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Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

Customer Bliss

OCTOBER 17, 2018

He had to ask, “How do you define a customer metric that is valid and useful for your company?” ” and by asking that, Brian united the C-Suite behind a customer asset metric that was important to them, measuring EBITDA, Earnings Before Interest, Tax, Depreciation and Amortization.

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Chief Customer Officer Metrics Leadership Insurance 131

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals.

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Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

JANUARY 12, 2016

This view enables a focused prioritzation of actions to earn the right to customer-driver growth. The role of the Chief Customer Officer is to engage leaders and the organization to want to be a part of “one company” story telling. and focused prioritization of actions to earn the right to customer-driven growth.

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Customer Journeys Chief Customer Officer Survey Social Media 120

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset.

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Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

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Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

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Customer Bliss

OCTOBER 31, 2017

Some other sources of assistance were: The Customer Experience Professionals Association , Delivering Happiness by Tony Sheih, and my very own, Chief Customer Officer (and no, I did not ask her to plug me during the interview, I’m ever so thankful that she did read it though!). People in the c-suite love it.”

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Gainsight

JANUARY 10, 2022

Present: Community Is Exploding. Gartner reported that inquiry requests from clients to talk about B2B Customer Communities grew 233% from 2019 to 2020. In a recent survey of client Chief Customer Officers, we found that 81% of respondents had an online Customer Success community or planned to build one this year.

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Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

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Strategy Customer Experience Chief Customer Officer Call Center 111

Customer Bliss

JANUARY 12, 2016

This view enables a focused prioritzation of actions to earn the right to customer-driver growth. The role of the Chief Customer Officer is to engage leaders and the organization to want to be a part of “one company” story telling. and focused prioritization of actions to earn the right to customer-driven growth.

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Customer Journeys Chief Customer Officer Survey Social Media 100

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

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Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

JANUARY 19, 2017

So, the first solution is this: you need to think about your customer-centric strategy as crawl, walk, run. There are milestones along the way ( much more on this in Chief Customer Officer 2.0 ). . Determine who the customer(s) is. Figure out metrics that would show that customers’ lives are improving.

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Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Co-op Financial is essentially a B2B, to C company.

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Leadership Chief Customer Officer Financial User Experience 128

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

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Resources Customer Success Chief Customer Officer Case Study 70

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

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Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

AUGUST 10, 2018

And why does the customer room work? Because rather than the CCO dissecting information, making decisions, and presenting to leaders to sell them priorities to work on, leaders make the decisions as a team. In the customer room, the outcomes of the competencies are presented by the stage of experience.

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Employee Engagement Company Chief Customer Officer Engagement 111

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In this webinar, we will discuss how to: 1.

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Customer Success Chief Customer Officer eBook Culture 52

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.”. Guerilla Metrics. A Customer Leader gets the customer on the agenda of every key meeting.

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Gainsight

SEPTEMBER 15, 2022

When interpreted and presented correctly, they reveal what you are doing right or wrong and where you need to improve. They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. It’s earned.

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Chief Customer Officer Metrics Customer Success Roadmap 52

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. Especially in the early stages, make suggestions for meetings and events that the CCO should present at, participate in, or be invited to.

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ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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Customer Success Chief Customer Officer Leadership Customer Retention 52

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. If you say “We love our customers!” ” and then you release products before customers have given feedback to make your sales quarter? Well, then … you don’t love customers. You love sales metrics.

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Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

SEPTEMBER 15, 2016

Again, this is about moving away from silo-by-silo, survey-by-survey, controlled-and-owned metrics. Present information from multiple sources by stage of experience: This is the true game-changer, as issues and opportunities now shift to always being in reference to customers. Build one-company categorization of issues.

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Chief Customer Officer Case Study Leadership Feedback 100

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

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Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

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Management Self Service Customer Retention Net Promoter Score 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. And… Scene.

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Chief Customer Officer Handbook Customer Success Knowledge Base 91

Customer Bliss

SEPTEMBER 4, 2018

When presenting his feedback to leaders, it was important to do so in a conversational way. To Bob, sharing feedback through slide presentations wouldn’t be relatable to his audience. Ground customer feedback in real stories. Be specific around what makes a difference to the customers. Metrics are key.

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Leadership Customer Experience Chief Customer Officer Financial 111

Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team's primary goals is important.

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Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

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