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

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? Make-Mom-Proud companies strive for innovations starting with the emotions customers are having.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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. Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?

Download 185

Download Chief Customer Officer Workshop Books 185

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. Manage priority experience processes proactively to earn customer growth.

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

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. You can connect with him on LinkedIn as well. Episode Overview. Samir currently rows crew with Washington D.C.-based based DC Strokes.

Chief Customer Officer 0

Chief Customer Officer 2008 Books Presentation 0

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

MARCH 17, 2016

Employees are empowered deliver solutions and points of contact that connect to the customer’s life. When Customers are the Power Core. The Columbus Metropolitan Library not only has the customer at the core of their business, their organization chart also ensures that focus. Distributing books to customers.

Chief Customer Officer 150

Chief Customer Officer Books Magazine E-support 150

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. Leaders debate and agree – and decisions are made which comprehensively connect product, sales, IT, customer experience, service priorities.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

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

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0:

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

Customer Bliss

JANUARY 15, 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? Your purpose guides both individual and team choices, connecting work across the organization.

Chief Customer Officer 170

Chief Customer Officer Retail Books Call Center 170

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.

Chief Customer Officer 170

Chief Customer Officer Customer Success Consulting B2B 170

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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Healthcare 173

Healthcare Chief Customer Officer Travel 2019 173

Customer Bliss

JUNE 13, 2018

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? In my books, I write about the force of the internal power core. Know Who To Dance With.

Customer Experience 214

Customer Experience Chief Customer Officer Leadership B2B 214

Customer Bliss

MAY 28, 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? With that kind of a memory, would you connect with the company? Would you stay with them?

Chief Customer Officer 173

Chief Customer Officer Books Banking Customers 173

Customer Bliss

MAY 3, 2016

He focuses extensively on Voice of the Client work and The Northern Lab, a human-centered design experience that works with a wide variety of stakeholders to design differentiated experiences for both customers and employees. Connect with Scott. Scott is on LinkedIn.

Chief Customer Officer 185

Chief Customer Officer 2007 Leadership Books 185

TechSee

AUGUST 14, 2023

As the host of The Modern Customer Podcast , she explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

NOVEMBER 3, 2016

If you are regularly engaging leaders in a customer room, the customer analysis can flow from there — and, as an additional bonus, the silo structure that often stunts growth can fade away. The power of the customer room: Visual storytelling. The customer room is set up as an experience.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

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.

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

Beyond Philosophy

FEBRUARY 27, 2017

So how does Hilton or any other company create true customer loyalty? In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake. Imagine if Every Company had a Chief Customer Officer.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Customer Bliss

JUNE 9, 2021

By sharing information about their products and pricing, and by openly transferring knowledge to customers they prove they want to do what’s best for them. When writing my book, Would You Do That To Your Mother? , Empirical data and anecdotes from customers and employees prove that behaving in this manner grows a business.

Leadership 288

Leadership Books Hospitality Customer Relationships 288

Customer Bliss

NOVEMBER 1, 2018

Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions. It’s All About CEX.

Chief Customer Officer 101

Chief Customer Officer Telecommunications Employee Experience Books 101

Customer Bliss

FEBRUARY 19, 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?

Brands 208

Brands Chief Customer Officer Hospitality Return on Investment 208

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! Forming these connections also allowed her to be an internal advocate for her global partners. Amanda partners with senior leaders across the company to increase a customer-centric culture at the company.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Customer Bliss

MAY 7, 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 178

Chief Customer Officer Books Call Center 2018 178

Customer Bliss

NOVEMBER 17, 2017

“To get the customer to add more options”. Their success was tied to their scorecard—scorecards that connected to internal goals about the company’s growth—not about their roles in improving customers’ lives. This is a paraphrased excerpt from my book, Chief Customer Officer 2.0.

Chief Customer Officer 129

Chief Customer Officer Books Customers Metrics 129

Customer Bliss

MAY 5, 2016

Cross-functional teams and the ‘three-hump camel’ In my book Chief Customer Officer I refer to these cross-functional teams as building a “three-hump camel.” It isn’t easy, but it’s vital if you want to see any success from cross-functional teams or the end customer experience.

Customer Experience 183

Customer Experience Chief Customer Officer Books Roadmap 183

Customer Bliss

FEBRUARY 8, 2019

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

Chief Customer Officer 131

Chief Customer Officer Customers Travel Measurement 131

Customer Bliss

MAY 17, 2016

Responsibilities include multiple digital platforms and processes, including: Audi brand and dealer websites; myAudi ownership portal; consumer mobile applications; dealership digital sales and service applications; customer lead platform and processes; dealership sales and service process coaching and execution. Case Study.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, How Net Promoter Companies Thrive in a Customer-Driven World.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

SEPTEMBER 13, 2018

Where were they gaining customers? This focus led them to create a customer health dashboard that helped them look at customer behavior trends from a very high level. In my first book, Chief Customer Officer , I explain how a customer dashboard can be used internally as a tool to monitor trends, feedback, and issues.

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132