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! The post Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine appeared first on IJ Golding.

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. Book: The Mindful Leader – Michael Bunting.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. Competition is fierce in our global economy.

Chief Customer Officer 113

Chief Customer Officer Call Center Leadership Consulting 113

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. Building Relationships is Key to Survival. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. The Power of Moments by Chip and Dan Heath.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. The Importance of a Chief Customer Officer.

Chief Customer Officer 179

Chief Customer Officer Customer Experience 2015 Wireless 179

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. Finally, I’ve read all of Jack Welch’s books.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006).

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Catch up on your reading.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Customer Bliss

SEPTEMBER 15, 2016

Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret. (I If you have a hard copy of my book Chief Customer Officer 2.0 , some additional resources around feedback, storytelling, and digital storytelling — with case studies — run from about page 116 to 122.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

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? HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

JULY 28, 2015

Chief Customer Officer 2.0. My gift to you, download the first chapter of my new book. Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. Read More: Customer Math is the First Step in Customer Experience Reliability.

Chief Customer Officer 185

Chief Customer Officer Download Books Customers 185

Customer Bliss

FEBRUARY 18, 2022

asks my friend Chip Bell , whose latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Want to get more inspiration from customer experience leaders from every industry? Know Your Guardrails. Building a strong foundation for future planning is the start.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Gainsight

DECEMBER 16, 2021

Whether or not your CSMs own revenue, however, I want to make the argument that you, as a current or aspiring Chief Customer Officer, absolutely should. You likely have some combination of Customer Success Management, Support, Professional Services, Training, and perhaps other functions. What is the annual price increase?

Chief Customer Officer 72

Chief Customer Officer Customer Success Sales Books 72

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. How to Build Your Customer-Driven Growth Engine ?

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. South West Airlines. British Airways.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Customer Bliss

DECEMBER 4, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM? How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it?

Download 185

Download Chief Customer Officer Workshop Books 185

Customer Bliss

NOVEMBER 10, 2015

Executives have been to a conference or read a book and they want to get to the ‘wow’ moments. With these four actions, clarity for the work of the Chief Customer Officer as the facilitator of the customer-growth engine process will become clear. Aim leaders to focus on experience reliability and a few priorities.

Leadership 160

Leadership Chief Customer Officer Engagement Books 160

Customer Bliss

MARCH 26, 2019

In my book, “ Would You Do That To Your Mother? What can you do to support your customer through your attitude, your body language, or your offer of help—even when your answer is “no”? I deliberately make my podcast , not about broadcasting your successes, but broadcasting the journey of the chief customer officer.

Leadership 181

Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

CloudCherry

NOVEMBER 10, 2019

And, who better to lead the charge than the one and only Jeanne Bliss of Customer Bliss – 5 time Chief Customer Officer, CX Pioneer & Leadership Advisor, Speaker, Author, Cofounder of CXPA.org, and our honored guest. It’s takes about 2.5

Chief Customer Officer 170

Chief Customer Officer Hotels Leadership Definition 170

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Now you’ve got a real customer, or do you?

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Customer Bliss

MAY 10, 2016

Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience.

Chief Customer Officer 0

Chief Customer Officer 2008 Books Presentation 0

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

Chief Customer Officer 52

Chief Customer Officer Effort Score Leadership Metrics 52

Customer Bliss

MARCH 17, 2016

The Columbus Metropolitan Library not only has the customer at the core of their business, their organization chart also ensures that focus. Chief Customer Officer Alison Circle described this structure as the way to align everyone’s decision making lens around supporting the customer.

Chief Customer Officer 150

Chief Customer Officer Books Magazine E-support 150

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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Chief Customer Officer Customer Experience ROI Customer Centricity 185

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. A 7-star experience might be your host booking a table for you at their favorite restaurant. Close to 100 companies are valued over $100M each.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Hotels Feedback 54

Experience Investigators by 360Connext

NOVEMBER 14, 2023

Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. But we aren’t just listing books here.

Chief Customer Officer 143

Chief Customer Officer Books Measurement Customer Experience 143

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. The focus of this competency is that leaders must connect the silos and enable people to act.

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. In this book, Ury teaches you the steps to a positive no.

Books 88

Books Customer Service Culture E-support 88

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. You can find more instructions and details to this framework in my book, Chief Customer Officer 2.0:

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

Customer Bliss

DECEMBER 26, 2018

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? HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM? ” on them.

Chief Customer Officer 203

Chief Customer Officer Automotive Airlines Hospitality 203

Customer Bliss

APRIL 9, 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? HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?

Chief Customer Officer 187

Chief Customer Officer Hospitality Social Media Books 187

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. .” Click To Tweet.

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Chief Customer Officer Customer Success Consulting B2B 170