Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.

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TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs.

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Customer Bliss

FEBRUARY 24, 2015

The role of the Chief Customer Officer is to drive executive appetite for wanting to know about these interruptions in customers’ lives, simplifying how they are delivered, and facilitating a one- company response to these key operational performance areas. Connecting “Being There” and “Reliability” to Junk Removal.

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Chief Customer Officer eBook Social Media Innovation 100

Customer Bliss

OCTOBER 30, 2018

In my new 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? The ability to empathize and be human is now cited as a reason why customers stay or go.

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Case Study Study Hotels Chief Customer Officer 256

Alida

MAY 10, 2016

This appreciation for delivering a comprehensive one-company experience brings with it a new appreciation for the need for a Chief Customer Officer to unite the organization in understanding and developing the competencies to work in this manner. How to Build Your Customer Driven Growth Engine.

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ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Social Media. Social media 2.0

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Social Media Chief Customer Officer Call Center Video 109

Customer Bliss

AUGUST 18, 2016

In this interview, we mostly walked through Chief Customer Officer 2.0 , although we touch on some of my other books. And even the best marketing will only help to get customers to try you once. And that’s because if the experience your customers have with you is a bad one, they will not return.

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Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show.

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CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

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Trends Chief Customer Officer Strategy Social Media 59

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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Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

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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. Have a unified view of providing the greatest value to the customers.

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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.

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Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

NOVEMBER 13, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Replace Rules with Trust: A Case Study.

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SmartKarrot

JULY 15, 2022

This tool can enable CCOs to significantly improve user journeys by eliminating manual data collection processes and applying conversational analytics to customer communication. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo. Visual Paradigm.

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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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Customer Bliss

JANUARY 12, 2016

By gathering feedback, and chunking it stage by stage, you can understand the customer perceptions and perceived value as the customer experiences it. This view enables a focused prioritzation of actions to earn the right to customer-driver growth. Every silo or geography or channel determines to use the information.

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Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Then came the CTO and the CMO. So where is the line?

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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.

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Customer Bliss

DECEMBER 28, 2017

The implementation of chatbots will increase as more companies leverage them in social media as a way to communicate with customers. The implementation of chatbots will continue to increase as more companies leverage them in social media as a way to communicate with customers. Click To Tweet.

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Customer Bliss

OCTOBER 31, 2019

Jennifer Severns , Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

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Customer Bliss

JANUARY 3, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Make mom proud companies guide customers through the complexity of pricing and sell them only what they need. Do you have any of those gullibility tax moments in your business?

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Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts.

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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! To me, this entire scenario has relevance for every organization, and none more than Customer Success. There has been a lot of industry buzz in the rise in prevalence of the Chief Customer Officer (CCO).

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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.

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Customer Bliss

OCTOBER 22, 2015

With social media becoming a shiny object, along with a lot of Customer Experience tactics, the tendency is to go out and implement the “wow” moments. When your experience is unreliable, the most powerful way to grow will suffer: positive word of mouth. Reliability, not “wow!” ” drives them.

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Chief Customer Officer Hotels Social Media Innovation 100

Customer Bliss

JANUARY 12, 2016

By gathering feedback, and chunking it stage by stage, you can understand the customer perceptions and perceived value as the customer experiences it. This view enables a focused prioritzation of actions to earn the right to customer-driver growth. Every silo or geography or channel determines to use the information.

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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.

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Gainsight

DECEMBER 1, 2022

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. As an emergent position in a highly competitive industry, jumping into a leadership role can be intimidating.

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Customer Bliss

JANUARY 5, 2016

When you deliver a reliable experience, you earn the right to your customer’s story through word of mouth. Your customers will come back because they want your experience. There are three questions that customers answer through social media. No matter where or who the customer talked to in any channel.

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ShepHyken

JULY 17, 2018

Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services , to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience. ?. Top Takeaways: In the past, companies owned the narrative and customers had little control.

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Customer Bliss

SEPTEMBER 13, 2016

Some topics I tend to embrace include: Become a Beloved & Prosperous Company that Earns Social Media Raves & Growth. Helping Companies Grow…by Improving Customers’ Lives. How to Build Your Customer-Driven Growth Engine. Leading Customer Experience Transformation & Innovation.

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Customer Bliss

OCTOBER 11, 2018

For instance, if you’re a consumer-based company, your trigger will often show up in consumer-generated content, reviews, social media, etc. Jay and his team have set-up a survey with questions designed to guide customer responses in a way that determines if the talk trigger left an impression on the customer.

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Customer Bliss

JANUARY 5, 2016

When you deliver a reliable experience, you earn the right to your customer’s story through word of mouth. Your customers will come back because they want your experience. There are three questions that customers answer through social media. No matter where or who the customer talked to in any channel.

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

Customer Bliss

JANUARY 5, 2016

When you deliver a reliable experience, you earn the right to your customer’s story through word of mouth. Your customers will come back because they want your experience. There are three questions that customers answer through social media. No matter where or who the customer talked to in any channel.

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

CCO Council

MAY 20, 2014

Now that “tweet” has become a verb, it seems that everyone has a Twitter, Facebook, Google+, and any other alphabet soup social media account. And rabid social media “experts” are calling for every C-level executive to embrace social media as part of their “new commitment to transparency.”

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Helen Dewdney

AUGUST 12, 2019

5) If you receive poor service how many people do you tell (include your social media followers too!). This is a shame really because a complaint is the perfect opportunity for a company to do the right thing and turn an unhappy customer into a life long advocate. 8) What do you think of using social media to complain ?

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