ClearAction

JANUARY 8, 2024

If your answer is “no” to any of these questions, you’re under-using customer insights! Increase your customer insights utilization rate to ensure all managers and employees recognize and respect that their existence is a direct result of customers selecting your brand, and hence, paying for your jobs.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 40

Brands Chief Customer Officer Contact Center Customer Retention 40

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. Read the full report, Success in The Experience Era: Connecting Customer and C-suite.

Brands 40

Brands Chief Customer Officer Contact Center Customer Retention 40

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Check Your Ego at the Door.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

eglobalis

JUNE 27, 2024

The discrepancy between what is promised and what is delivered can deeply impact brands negatively. Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Customer Experience 396

Customer Experience Customer Centricity Net Promoter Score Government 396

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Tricia Morris

JUNE 19, 2015

While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service , it’s the transition between channels where service often stumbles, causing extra frustration for customers, even those who wanted to save time and effort by serving themselves. And Greater Customer Satisfaction.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Qualtrics

NOVEMBER 19, 2019

More from Danielle: How Retail Brands Get the Customer Experience Right. The customer experience is where we’re going to excel. – Walter Li, Head of Insights at Cathay Pacific. “HR – Karalyn Smith, Chief People Officer at Sephora. I think a key underrated leadership quality is curiosity.

2020 31

2020 Management Chief Customer Officer Healthcare 31

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Wootric

FEBRUARY 14, 2019

Why we love David : He’s VP of Customer Insights at Ancestry.com. A seasoned CX pro, David was with the Global Consumer Insights team at Clorox and Head of Global Research and Brand Strategy at Fitbit before joining the venerable family history and genomics company. Jeannie Walters. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Donna Weber. Emilia D’Anzica.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Amity

JULY 28, 2014

Without executive buy-in, it is difficult to shape the corporate mind-set around the importance of the customer and his or her experience. A number of CEOs have walked in the shoes of their customers. You’re ready for customer success and all of the opportunities ahead. How do you get the CEO to buy in?

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

Kustomer

SEPTEMBER 3, 2020

But it’s also absolutely the right thing to do for the business financially because we know that those brands that are being authentic and creating compelling customer experiences, those are the brands that people want to do business with that have the customer loyalty factor and are gobbling up that market share.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

SmartKarrot

FEBRUARY 2, 2021

You start from being an Individual contributor by managing a group of customers to higher leadership positions. A Customer Success VP is responsible for supporting their teams for generating more business through recurring revenues, upsells and brand advocates. Chief Customer Officer. Final Thoughts.

Customer Success 8

Customer Success Chief Customer Officer Sales Customers 8

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Arie Goldshlager. Barry Dalton. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Books Magazine 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Arie Goldshlager. Barry Dalton. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Books Magazine 52

Qualtrics

FEBRUARY 6, 2019

Leading brands will share the experience management programs they’ve built to delight customers and employees. Charles Wilson- Product Insights, New Balance. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Date: July 15-16, 2019.

2019 33

2019 Management Workshop 2018 33