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. . Best Metric: CSAT. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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

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. Honor and Manage Customers as Assets of the Business.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. This can lead to key metrics getting re-contextualized in terms of marketing, or operations, or sales, or whatever the case may be.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

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

DECEMBER 8, 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. Build Customer Listening to Align to the Various Stages of the Customer Journey. We now have united our approach company-wide.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

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

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 89

Books Customer Service Culture E-support 89

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. Aided listening.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

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! Don’t look at the hard numbers like a percentage increase or decrease, you’ll have to balance survey metrics with other metrics.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

JUNE 4, 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? A credo to customer service was engraved on the wall and survey scores were tracked.

Chief Customer Officer 149

Chief Customer Officer Innovation Books Metrics 149

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).

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

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!

Management 175

Management Chief Customer Officer Leadership Customer Journey 175

ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chief customer officer is usually responsible for everything that happens post-sale.

Chief Customer Officer 52

Chief Customer Officer Definition Leadership Sales 52

Customer Bliss

NOVEMBER 17, 2017

Simply put, your clarity of purpose must guide operating decisions; it needs to be crafted with the customers’ journey at its core * (Tweet this). . Without it, people’s work will be defined by internal metrics, not by earning the right to customer growth. 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

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

NOVEMBER 1, 2018

She specifically references lessons learned from my book, I Love You More Than My Dog , that you should connect your personal self with your business self. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. This was a major improvement within their culture. .

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

MARCH 28, 2018

Don’t be afraid if a set of people you’re not designed for doesn’t like your service, and don’t penalize your CX advocates for getting bad scores in whatever metric for those people, because your product and service is not designed for them. Listening to the customer never stops. CX #CustExp Click To Tweet.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

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.

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

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.

Customer Experience 183

Customer Experience Chief Customer Officer Books Roadmap 183

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.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Customer Bliss

MAY 17, 2016

For Episode 5 of The Human Duct Tape Show — a special one for me, because it comes out during #CXWeek — I speak with Mark Ramsey, the General Manager of Audi Experience, about why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader. Case Study.

2012 81

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.

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

Customer Bliss

DECEMBER 12, 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? And when training, metrics, process, and pay don’t unite people as a team.

Chief Customer Officer 126

Chief Customer Officer Books 2018 Leadership 126

Gainsight

JUNE 11, 2021

The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. How To Hire A Customer Success Manager The Right Way with the amazingly talented Irit Eizips, Chief Customer Officer at CSM Practice.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Totango

JANUARY 21, 2020

Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer. Champions a customer-centered mindset within the company. Customer Success Manager Team Lead(s).

Customer Success 87

Customer Success Chief Customer Officer Customers Management 87

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Customer Success 87

Customer Success Chief Customer Officer 2021 Webinar 87

ClearAction

JANUARY 8, 2024

Assess what’s out-of-sync with customers in your vision, mission, values, structure, and CapEx / OpEx policies. Re-align out-of-sync policies, processes, agendas, reviews, metrics, approvals, rewards, recognition, and succession. It’s all about how you collect, clarify, communicate, and champion insights.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

SurveySparrow

JANUARY 1, 2020

happiness expert), big blogs are being written about it, Ted talks are being produced on the topic and banks and VCs are even starting to look at CX metrics as investment indicators. You wrote your book “Chief Customer Officer : Getting Past Lip Service to Passionate Action” back in 2006.

Customer Experience 88

Customer Experience 2006 Chief Customer Officer Books 88

ClientSuccess

AUGUST 24, 2018

The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. One of those questions asks, “ What are one to three books, blogs, or thought leaders that have greatly influenced your customer success career, and why? ”. Let’s get started!

Books 40

Books Customer Success Management Chief Customer Officer 40

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. What are the most important metrics for Customer Success?

Customer Success 59

Customer Success 2013 2014 Consulting 59

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend?

Customer Success 91

Customer Success Retail Chief Customer Officer E Commerce 91