Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Unite leadership in customer-asset growth definition and communication.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. You need team work! Work out the solution and alternatives, and then ask for consensus again.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Customer Bliss

OCTOBER 17, 2018

In my latest vlog post , I explain 4 different potholes to avoid in order to advance your CX work, and today, I’m sharing excerpts from previous interviews with two experienced C-Suite leaders who successfully incorporated some of these tactics within their first year as a CCO. Unite the C-Suite in Their Commitment and Accountability.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Customer Bliss

JUNE 8, 2020

During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work. Customer centricity requires that your go-to-market functions work in sync. – Jeremy Uteza.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth. Develop your customer experience strategy.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Customer Bliss

JUNE 15, 2017

I wanted to take a second to talk about collaboration within CCO work. This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration.

Competitive Advantage 187

Competitive Advantage Leadership Metrics Customer relationships 187

Customer Bliss

FEBRUARY 9, 2018

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. Build a Customer Journey Map to Make CX Tangible to Leadership and Staff.

Customer Journeys 190

Customer Journeys Chief Customer Officer Leadership Customer Centricity 190

Customer Bliss

NOVEMBER 3, 2017

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. CCO Stories: Give Your Team the Authority to Just Do It.

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

Customer Bliss

OCTOBER 17, 2019

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. 1: Are you able to unite the C-suite? Number one, are you able to unite the C-suite of your organization? CX #CCO Click To Tweet. #3. And the fundamentals are a few things. #1:

Industry 135

Industry Chief Customer Officer Roadmap How To 135

Customer Bliss

NOVEMBER 29, 2018

Antoinette has held her CCO position for over 4 years now, and while in this role, her executive director told her she needed to figure out how to engage the people who are newly covered. Upon beginning her work as the organization’s CCO , Antoinette spent time gathering information on customer related KPIs and data.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If It can’t just be your work.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. You need team work! Work out the solution and alternatives, and then ask for consensus again.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Customer Bliss

FEBRUARY 15, 2016

In other words, can the CMO also be the CCO? It affects leadership, operations, how people are hired, and how the company goes to market. There are many successful CMOs who take on the dual role of change agent inside the organization to transform the business – essentially the CCO duties. Executive Leadership.

Leadership 100

Leadership Conference Customer Experience Design Culture 100

Customer Bliss

APRIL 19, 2016

Welcome To The First-Ever Episode Of The CCO “Human Duct Tape Show” I decided to name the show ‘Human Duct Tape’ because I feel that’s often the role of the CCO among the executives and strategic planning of a given organization. Silos don’t unite organically. Thanks for being here.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Whilst the title may have been in existence for a while, there is still not a plethora of experienced executives who know ‘what it takes’ to be a successful CCO. Not down your silos.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

Customer Bliss

OCTOBER 2, 2019

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. CCO #CXO Click To Tweet. Focus Your Work on Uniting the Organization. It’s about helping the company build competencies so they can do the work.

Chief Customer Officer 126

Chief Customer Officer Video Leadership Course 126

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. We had the privilege of interviewing the pioneer of the Chief Customer Officer (CCO) role, Jeanne Bliss who held the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. What’s driving this?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Customer Bliss

MARCH 28, 2019

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Not only is she making serious strides as the company’s COO, but her role is also inclusive of CCO responsibilities.

Customer Success 131

Customer Success Management Exercises Metrics 131

Customer Bliss

FEBRUARY 7, 2017

Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Leadership Analytics Metrics 100

Customer Bliss

OCTOBER 18, 2019

As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth. Before Curt even stepped into the role, he dedicated time to assess the work he believed needed to be done as a CCO, while preparing for his interview.

Retail 111

Retail Customer Experience Chief Customer Officer How To 111

Customer Bliss

JANUARY 3, 2018

From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs. Earn the Right to Do the Work. How do individual incentives work? CX Leadership Lessons Learned.

Leadership 188

Leadership Customer Journeys Chief Customer Officer How To 188

Customer Bliss

FEBRUARY 11, 2016

The difference between burning out and thriving as a CCO comes down to: Driving growth. Achieving clarity for your role and leadership’s required involvement. The shifts in your leadership’s thinking and behavior will determine how well the five competencies can be embedded to transform your business.

Chief Customer Officer 100

Chief Customer Officer Leadership Resources Culture 100

Customer Bliss

NOVEMBER 3, 2015

Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. Gaining leadership commitment to the five competency framework is your first milestone. This work hinges on c-l-a-r-i-t-y. Use examples from CCO 2.0 Customers as Assets.

Leadership 100

Leadership Innovation Company Communication 100

Customer Bliss

DECEMBER 4, 2018

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. Now, they not only work with their counterparts inside of the organization, they work on something that defines our relationship—for many of us—with our clients, which is contract paperwork.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

NOVEMBER 12, 2015

The Chief Customer Officer (CCO) role will evolve as you progress in implementing the five competencies and moving through the customer experience maturity phases: Commit, Unite & Build, Embed, Mature, and Elevate. It will include these priorities: Unite leader actions, decisions and behavior for customer-driven growth.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Connections 100

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. The work is hard and demanding. You unite the silos and align the experience around the value of the customer. One-company accountability, leadership, and culture. Align around experience.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

Customer Bliss

OCTOBER 25, 2016

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. One-company executive leadership: The key questions.

Leadership 100

Leadership Culture Customers Company 100

Customer Bliss

JANUARY 13, 2015

Engage as early as possible the operational leaders and matrix organizations who you will be working with. Challenge each other about how realistic it will be to move from silo based approaches to united approaches. Define the level of collaboration required to be successful.

Chief Customer Officer 100

Chief Customer Officer Leadership Innovation Customers 100

Lumoa

MARCH 21, 2023

Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. This is a book for everyone in any position in any organization.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Customer Bliss

AUGUST 10, 2018

Having an in-house customer room can help get you out of the fray of the silo-by-silo projects and report-outs, and they unite leaders for regular and customer experience accountability. And why does the customer room work? Across each stage we highlight priorities we are working on to improve touch point processes and experiences.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Customer Bliss

FEBRUARY 26, 2015

Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. For this work to be transformative and stick, it must be more than a customer manifesto. Clarifying the Role of the CCO #CX outlook chief customer officer customer loss review CX competencies'

Chief Customer Officer 100

Chief Customer Officer eBook Leadership Culture 100

Customer Bliss

NOVEMBER 27, 2018

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. Why is delivering a one company and united “you know me” experience across our organization, a sign of respect and appreciation that we must show our customers?

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

Customer Bliss

NOVEMBER 5, 2015

In this evolution, leadership and employee behavior will mature from requiring facilitation to natural collaboration once skill sets have become embedded throughout the organization. In phase one, usually years one through three, activities are focused on: Uniting leadership and the organization. united action.

Chief Customer Officer 100

Chief Customer Officer Leadership Culture Customers 100

Customer Bliss

MAY 24, 2016

The work that Alison and the leadership team at Columbus (OH) Metropolitan Library has in fact been heralded around the world in their innovative approaches in this industry many might think is moving toward retirement. In that capacity she rebranded the organization and won over 20 national and international awards for her work.

Leadership 135

Leadership Engagement Marketing Connections 135

Customer Bliss

NOVEMBER 29, 2016

The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Other than that, much of CCO work — especially in the early going — is similar regardless of company size.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

NOVEMBER 22, 2016

As the CCO role has become more common, now we’re starting to see “serial” CCOs. She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. How To Know If You Can Take On A CCO Role. Episode Overview. About Carol.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100