Totango

NOVEMBER 3, 2022

That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference. Check out six key takeaways from their discussion, plus a bonus tip from a session hosted by our friends at Higher Logic.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 My chapter is focused on designing for moments worth experiencing from a macro level.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Customer Bliss

MARCH 24, 2015

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 100

Tips Chief Customer Officer Effort Score Roadmap 100

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations.

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Resources Chief Customer Officer Customer Experience Tips 185

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. Read Chip’s guest post on the Customer Bliss blog about the importance of giving others your best: Mama’s Manners: A Guest Post by Chip Bell. My book, Chief Customer Officer 2.0

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Talkdesk

APRIL 3, 2020

Our Chief Customer Officer, Chad Gaydos, recently shared why now is the time to migrate to the cloud in order to maintain business continuity and support both staff and customers. The post Tips and tricks on how to make the best of working from home appeared first on Talkdesk.

Tips 58

Tips Chief Customer Officer Travel How To 58

ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

Customer Service 143

Customer Service Chief Customer Officer Contact Center Customer Service Training 143

ShepHyken

FEBRUARY 28, 2023

While 61% claim they want to improve trust with customers, only 19% have members in the C-suite dedicated to the effort. So, here’s your bonus tip: Consider adding a Chief Customer Officer, or similar position, to your organization. Deloitte surveyed 260 C-suite executives about trust.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

Customer Bliss

MARCH 5, 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? They think about their customers’ emotions first.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Optimove

DECEMBER 4, 2023

“Congratulations to all of the Heptagon Award nominees and winners,” said Varda Tirosh, Optimove’s Chief Customer Officer. As always, we considered the incremental impact on their campaigns’ revenue and their use of intelligent orchestration tools, among others.

CRM 59

CRM Marketing Chief Customer Officer Tips 59

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Customer Success Leader.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Alida

JUNE 16, 2016

As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role. In 2015, Bliss released a follow-up to her book, appropriately titled Chief Customer Officer 2.0.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

ProProfs Chat

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. But not all of them point towards ‘the best tips’. They all have some practical tips that contribute to building a better service for your customers. Use Live Chat to Improve Customer Service.

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Tips Customer Service Self Service Chief Customer Officer 96

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.

Trends 59

Trends Chief Customer Officer Strategy Social Media 59

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. And, hopefully, these tips for interviewing will serve you well. The following is a lightly edited transcript of the video below. I hope that you’re getting some of these great offers.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys How To Leadership 135

Gainsight

NOVEMBER 4, 2020

Here are three tips to flawlessly maintain stakeholder relationships and ensure customer retention. Tip 1: Identify your stakeholders and key contacts. This could be Chief Executive Officer (CEO), Chief Financial Officer (CFO), Chief Operations Officer (COO), or even the Chief Customer Officer (CCO).

Tips 52

Tips Management Chief Customer Officer Engagement 52

Customer Bliss

SEPTEMBER 20, 2016

Tish Whitcraft is what we call a serial Chief Customer Officer, or CCO. In her mind (“in her humble opinion”), it’s a mix of the newly-established CCO role and the long-tenured COO, or Chief Operating Officer, role. Episode Overview. She leads OpenX’s operations and partner experience.

Chief Customer Officer 100

Chief Customer Officer Tips Leadership Resources 100

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. We’re at the tip of the iceberg of what this profession is going to be,” says Jones.

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

Calabrio

JULY 26, 2017

Just one dissatisfied customer can influence an entire network of prospective customers. If customer experience is genuinely a top priority for the company, someone needs to lead the charge. That’s where the Chief Customer Officer (CCO) comes in. Has no dedicated voice of the customer in the C-suite.

Chief Customer Officer 124

Chief Customer Officer Competitive Advantage Leadership Customer Retention 124

Lumoa

JANUARY 19, 2023

How many different ideal customers (personas) we have? – What are their key characteristics (pro tip: consider both demographics or psychographics )? – Do different types of customers have a preferred way to buy? Pro Tip : Building strong relationships with other departments is not a one-off thing.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

MARCH 8, 2018

Make it a customer experience—the kind of marketing that builds sales and profitability by being authentic, genuine and in the best interest of customers. Here are five of the key tips and insights we discuss in the video above: 1. Marketing plays a role in customer experience (and vice versa.).

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

Kayako

JUNE 9, 2016

Whether you’re comfortable with asking the hard questions or whether you think you “suck” at review meetings, we’ve put together some tips that will help you be prepared, stay confident, and hopefully get the raise you deserve. Have you used these tips? Grab a notepad and let’s dive in. How much should you be earning?

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Chief Customer Officer Management How To Meeting 120

Kayako

JUNE 9, 2016

Whether you’re comfortable with asking the hard questions or whether you think you “suck” at review meetings, we’ve put together some tips that will help you be prepared, stay confident, and hopefully get the raise you deserve. Have you used these tips? Grab a notepad and let’s dive in. How much should you be earning?

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? I have a few tips to help you drive adoption that sticks. Tip #1 for CSMs: embrace change. Tip #2 for CSMs: practice what you preach. That’s okay.

Software 98

Software Customer Success How To CRM 98

Help Scout

SEPTEMBER 14, 2021

5 strategies and 13 tips for small business customer service. In order to better understand how customer service acts as a competitive advantage, we reached out to three different small business leaders to get their insights. Tip #1: Don’t worry if it doesn’t scale. Tip #2: Let customers see behind the curtain.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

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. Some helpful interview preparation tips: Check out the company’s website, their leadership, and recent articles.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

Gainsight

APRIL 21, 2022

Best Practices for Customer Success. 10 Practical Strategies & Tips for Handling Difficult Customer Conversations. Is Your Company Serious About Customer Success? Enterprise CS 201: Customer Success for Multi-Product Growth. 5 Ways Chief Customer Officers Can Drive Net Revenue Retention.

Resources 52

Resources Customer Success Chief Customer Officer eBook 52

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Customer Success Around the Web. Biggest Lessons in SaaS as Head of Customer Success – Anne Therese Krieger, Head of Customer Success for a SaaS company called Filestage shares her top tips. .

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

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

Customer Bliss

JANUARY 28, 2016

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. Four Tips for Customer Experience Success.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. Relationship length and the correlated time-to-value realization. Product usage decreases.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

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 Customer Success Handbook Knowledge Base 91

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Kitewheel

JANUARY 7, 2020

This method can create some truly excellent experiences within specific departments, but the lack of a holistic vision does make it more difficult for the company to plan out and implement specific customer experience initiatives. . This might be a chief customer officer, the head of marketing, or the CIO.

Customer Experience 52

Customer Experience Chief Customer Officer Customer Journeys Customers 52

Help Scout

APRIL 27, 2021

Current readers may recognize elements like “Chief Customer Officer” as if it is no big deal, but this was unproven ground then. I know this book shaped my approach to customer experience, and it will shape yours, too. Be Our Guest: Perfecting the Art of Customer Service”.

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Customer Experience Retail Chief Customer Officer B2C 117