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.

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Customer Experience Chief Customer Officer Presentation E-support 231

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).

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Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

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. In our conversation, he talks about the importance of grounding your company in your principles and guardrails to set your team up for success through a shared and establish culture.

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2022 Customer Experience Chief Customer Officer Books 286

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 ?

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Chief Customer Officer Leadership Definition Metrics 135

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.

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Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

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. .

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Books Brands Customer Experience Chief Customer Officer 91

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

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Books Customer Experience Chief Customer Officer Customer Experience Management 88

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. Leadership, Accountability, and Culture. CCO Stories: Give Your Team the Authority to Just Do It. Click To Tweet.

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Chief Customer Officer Leadership Advertising Culture 118

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. Prepare Yourself to Move Around Different Industries.

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Chief Customer Officer Customer Experience ROI Customer Centricity 185

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? ” become part of our lives as customers? And then the begging began.

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Chief Customer Officer Automotive Airlines Hospitality 203

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?

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Download Chief Customer Officer Workshop Books 185

Customer Bliss

NOVEMBER 23, 2016

Build a customer listening path. One-company leadership, accountability, and culture. Whatever I am doing — writing a book, working 1-on-1 with a client, speaking, blogging, podcasting — everything is tied to these five competencies. Many of these ideas are contained in Chief Customer Officer 2.0

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Chief Customer Officer 2017 Workshop Books 147

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team.

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Books Customer Service Customer Satisfaction Loyalty 85

Alida

JUNE 16, 2016

Her presentation at the Summit, The Five Decisions of Beloved and Prosperous Companies , will reveal actionable tips on how companies can transcend normal business practices to be customer-centric, how culture acts as a growth engine and how brands can thrive in both good and bad times.

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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! Since working at a call center after graduating college, Amanda has been entrenched in the world of customer service. Took the time to understand cultural differences.

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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.

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Chief Customer Officer Books Measurement Insights 143

Customer Bliss

NOVEMBER 1, 2018

In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience? The employees are ultimately happier, which creates happy customers. This was a major improvement within their culture.

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Employee Experience ROI Chief Customer Officer Culture 175

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.

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Airlines Customer Experience Chief Customer Officer Reference 176

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.

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Books Customer Service Culture E-support 73

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

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Leadership Chief Customer Officer Culture Metrics 165

Customer Bliss

JUNE 9, 2021

Airbnb takes the high road by showing employees how to embrace the coda “belong anywhere:” building its culture of “belonging.” 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. ” Lean into transparency.

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Leadership Books Hospitality Customer Relationships 288

Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Implementing a Customer Success Strategy is a Cultural Transformation. It’s not simple.

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B2B Chief Customer Officer Net Promoter Score Culture 171

Beyond Philosophy

FEBRUARY 27, 2017

Through our employee engagement services , we help organizations create a culture that leads employees to become company ambassadors. And when your customer experience improves, so will customer loyalty – with or without a rewards program. Imagine if Every Company had a Chief Customer Officer.

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Rewards Programs Hotels Travel Chief Customer Officer 133

Customer Bliss

SEPTEMBER 11, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages. This is such a critical conversation.

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Customer Journey Mapping Customer Journey Chief Customer Officer Leadership 111

Customer Bliss

SEPTEMBER 1, 2016

If you want to improve the business engine at your company and gear your growth around the customer, there are four culprits you need to recognize — and then five solutions you can put in play. If you have a copy of my book Chief Customer Officer 2.0 — or if you feel like buying one!

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Management Chief Customer Officer Leadership Customer Journey 175

Customer Bliss

AUGUST 10, 2018

Building Our Customer Room. The following excerpt is from my third book, Chief Customer Officer 2.0, How to Build Your Customer-Driven Growth Engine. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. #CX #CustExp Click To Tweet.

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Chief Customer Officer Engagement Leadership Culture 111

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.

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Chief Customer Officer 2015 Customer Journey Mapping ROI 170

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). She is now Chief Customer Officer at ClearAction Continuum.

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2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

APRIL 14, 2015

However, if you can convince the CEO his or her responsibilities are part of what affects the Customer’s Experience, it will weave into the culture of the organization and the decisions the CEO makes for it. Keep track of how much time is devoted to Customer issues in meetings. Follow Colin Shaw on Twitter @ColinShaw_CX.

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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.

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Customer Journey Mapping Customer Journey Leadership Customer Retention 178

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.” And my podcast show is examines and provides you with from-the-trenches examples of how they do it and challenges they face.

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Customer Experience Chief Customer Officer Books Roadmap 183

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service.

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2016 Article Chief Customer Officer Customer Service 83

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. In my book Chief Customer Officer 2.0 , there is a case study on Audi’s work around cultural commitment. Case Study.

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2012 Chief Customer Officer 2011 Customer Centricity 81

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.

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Customer Experience Professionals Books Customer Experience Hotels 56

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. He specializes in customer experience, loyalty and engagement. Jeanne Bliss.

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2017 Customer Experience Books Consulting 91

Customer Bliss

JULY 21, 2016

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 If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0.

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Leadership Chief Customer Officer Document Metrics 120

Kustomer

AUGUST 26, 2022

Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0, Episode Frequency: Weekly Episode Length: 30-40 minutes.

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Customer Experience Chief Customer Officer Competitive Advantage 2014 95