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. We have built a customer insights platform that enables companies use their feedback as a strategic asset to enable growth and disruption from within.

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Chief Customer Officer Net Promoter Score Exercises Conference 54

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.

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Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Episode Overview. Connect With Margie. Margie is on LinkedIn. 15:54: The horror that is … IVR Trees.

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Chief Customer Officer Engagement Net Promoter Score Insurance 100

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

JANUARY 12, 2018

As Group Chief Customer Officer of Australia Post, Christine is responsible for creating the experiences that customers love and advocating for customers across the enterprise. Let me know what was your favorite part of the episode in the comments below.

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Customer Bliss

OCTOBER 25, 2018

His team created check-in systems, clear signage indicating where things are located, and floating greeters who wear visible tags to help greet and guide visitors who are unsure of where to go. Lee also credits a great internal value system that helped them usher in this new system. Zone two : this is the common and lobby areas.

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System Hospitality Customer Experience Guest Experience 162

CloudCherry

OCTOBER 17, 2019

Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum & co-founder of ClearAction Value Exchange, CustomerThink Hall of Fame Author, Professor, award-winning Performance momentum expert, and MORE- shares her wealth of knowledge. We’re always on the lookout for the ones that will make the biggest impact.

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Customer Experience Handbook Chief Customer Officer Course 231

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

Customer Bliss

FEBRUARY 17, 2015

Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework. Read More: CX Competency #3: Customer Listening.

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Chief Customer Officer eBook Customer Journeys Leadership 100

Customer Bliss

FEBRUARY 24, 2015

Know, before customers tell you, where experience reliability is out of sync. Competency 4 builds out your “Revenue Erosion Early Warning System” and your evolving experience innovation process in “marquee” moments in your customer journey. Deliver peace-of-mind, consistency and innovation.

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Chief Customer Officer eBook Social Media Innovation 100

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In healthcare, for example, when the emotional toll gets high, many hospitals practices support system called “Code Lavender.”

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Hospitality Chief Customer Officer Course Video 254

Customer Bliss

MARCH 15, 2018

Episode: Making the Case for the Chief Customer Officer Role with Milista Anderson. Episode: Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett. Realize that customer experience work is hard. CX #CustExp Click To Tweet. It will happen.

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Chief Customer Officer Customer Journeys Government Communication 156

Customer Bliss

AUGUST 8, 2019

The authors of the following books have also been guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Pick up the book and read about their 4-5-6 learning system that goes into creating a talk trigger. My book, Chief Customer Officer 2.0 The Power of Moments by Chip and Dan Heath.

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Chief Customer Officer Hotels Customer Experience Tips 143

SmartKarrot

JULY 15, 2022

Qualoroo efficiently and effectively gathers relevant, accurate, and valuable customer insights and perceptions about organizational products, services, and projects. Due to its various automated systems. OmniGraffle is a diagramming and digital illustration tool that mainly focuses on mapping customer needs. OmniGraffle.

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Customer Journeys Chief Customer Officer Tools User Experience 10

Customer Bliss

JUNE 6, 2018

Competency 2 gives leaders a framework for guiding the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

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Strategy Customer Journeys Chief Customer Officer Leadership 193

ChurnZero

MARCH 10, 2021

Alex Dingley, Customer Success Director – WorkZone. Amanda Ingraham, Vice President of Customer Success – 15Five. Chris Bush, Chief Customer Officer – Black Kite. Manager of Customer Success – Mailchimp. Gustavo Bianco, Global Head of Sales & Customer Success – Pipedrive.

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Net Promoter Score Chief Customer Officer Leadership Software 98

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

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Airlines Industry Strategy Customer Experience 176

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

OCTOBER 29, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. When customers need you, are you there? 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.

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Communication Chief Customer Officer Video Course 128

Zeisler Consulting

SEPTEMBER 27, 2023

We’re inefficient and miss a lot because our processes and systems aren’t up-to-snuff. I’ve had a few clients recently, in fact, who have said, “Y’know, Z, all this CX stuff is great, but really we just need a lot of help with our processes. Can we work on those ?” Well, sure. That’s the whole point!

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Chief Customer Officer Customer Centricity Culture Resources 72

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! When she was ready to assess the work to be done in her role, Amanda did the following: Looked at all VoC and customer listening systems to know what the customers were saying.

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CSM Magazine

AUGUST 30, 2023

. “We’re thrilled to be Avaya’s SLED Partner of the Year — it’s a testament to our shared vision of ‘innovating without disruption’,” said Evan Jones, Chief Customer Officer of Waterfield Tech. “The State, Local, and Education sectors face unique challenges.

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Chief Customer Officer Contact Center Omni-Channel Innovation 52

BlueOcean

JANUARY 9, 2018

The same Deloitte study reveals that the biggest hindrance to implementing artificial intelligence in the contact center will be integration with existing systems. Check out our latest case study about our custom integration between a client’s IVR system and cloud-based ticketing system.

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Omni-Channel Customer Care Contact Center Case Study 191

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. As we have build out our Net Promoter copyright system, for example, we have prioritized our listening posts according to key frames in the host and guest experience.

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Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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B2C Leadership Customer Experience B2B 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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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. These rules show up in every kind of business.

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Chief Customer Officer Banking Video Course 182

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. The work is hard and demanding. ’ Many companies think, and operate, this way.

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Strategy Customer Experience Chief Customer Officer Leadership 154

Customer Bliss

OCTOBER 6, 2016

In the simplest possible terms, dealing with customers poorly tends to create customer churn. How do you prevent customer churn, though? Once you understand that role ( we’ve been discussing it often on my podcast ), you will better understand the next steps around preventing customer churn.

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Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

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Leadership Chief Customer Officer How To Customer Centricity 52

Zeisler Consulting

SEPTEMBER 22, 2021

I know when I worked in a CS organization, we felt a responsibility to ensure a closed-loop system of feedback that funneled insights into the product, sales, marketing, and other functions within the company. That only makes sense.

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Chief Customer Officer Customers Brands System 93

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

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Healthcare Chief Customer Officer Hospitality Leadership 100

Customer Bliss

JULY 23, 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. Mayo Clinic calls this the burden of care.

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Healthcare Chief Customer Officer Travel Video 173

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. On a typical day, Aucklanders don’t say much to Watercare.

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