2015 Chief Customer Officer Metrics 
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. Around 2:00-2:23, the discussion turns to rooting new customer experience projects in data and metrics.
Customer Bliss
APRIL 18, 2017
Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. One year into being CCO (which she assumed in October 2015), she also became head of Operations.
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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. More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting. The Power of Association.
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.
Customer Bliss
FEBRUARY 10, 2015
Competency #1: Honor and Manage Customers as Assets. Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. how many customers declined in their level of engagement with you?
Customer Bliss
NOVEMBER 3, 2016
We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. ” Basically, this is the major benefit of a customer room: it will become a tangible depiction of your customers’ journey with you. Aided listening.
CX Journey
FEBRUARY 5, 2015
We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.
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