Customer Bliss

SEPTEMBER 27, 2018

Customers complained that their problems were taking too long to be solved. Lucy had to figure out how to design her organization in a way where all of the departments are working together to achieve customer success. Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. What are you looking to climb?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

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. Unite leadership in customer-asset growth definition and communication.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

TechSee

MARCH 7, 2023

Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation. Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence.

2023 207

2023 Contact Center Leadership Hospitality 207

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO). Every organization, leadership dynamic, employee culture, and business is different.

Customer Experience 260

Customer Experience Chief Customer Officer Call Center Culture 260

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. Antoinette focused on creating a culture shift to that of person-centeredness.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? In the high-level plan, start with 3 simple terms: listen, act, communicate; that’s what CX is all about. During this process, you need to understand who your customer is and what they want from you.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. Do they know?

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

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

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

JULY 21, 2016

United leadership is important. 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 United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

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. If you want happy customers, you need happy employees.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

CX University

JULY 31, 2024

The complexities of corporate culture, characterized by internal politics, compartmentalized operations, and ineffective mobilization efforts, add to the challenges faced by customer experience (CX) professionals. This mistake can shape a customer’s perception of the brand, not just the individual error.

Chief Customer Officer 52

Chief Customer Officer Culture Retail Innovation 52

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. This vision should be aligned with the company’s overall strategy and communicated effectively to every department.

Customer Experience 396

Customer Experience Customer Centricity Net Promoter Score Government 396

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Achieving clarity for your role and leadership’s required involvement. Successful Chief Customer Officers need to deliberately build a plan of action in the early years.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Culture 135

Customer Bliss

JANUARY 10, 2019

Michael put together process documentation for how they would handle situations related to customer service and clean energy. Michael and his team needed to create movement around a communication and channel strategy to keep clients. Use Education and Emotion to Communicate with the Customer. Retention strategy.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

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.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? I’ve always been fascinated by communication and those that are incredibly effective at it. Is this good for the Culture?

Chief Customer Officer 40

Chief Customer Officer Books Customer Success Culture 40

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

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.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. Implementing CX Beyond the Local Level .

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Our #1 goal is to earn customers’ business for life!

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Prior to this, Karen spent 12 years with Merck in marketing, operations and supply chain leadership. Engage the leadership team. It’s time to engage the leadership team.

Chief Customer Officer 161

Chief Customer Officer Leadership 2014 Metrics 161

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. During this time, they also developed organizational principles for how they would interact and communicate with customers.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Customer Bliss

NOVEMBER 23, 2016

Those are: Customers as assets. Build a customer listening path. One-company leadership, accountability, and culture. As you know, what comprises a customer experience transformation needs to be clarified and agreed to, so you can use this as both an audit and communication tool. Align around experience.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

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

Customer Bliss

OCTOBER 31, 2019

As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. Address Ambiguity in Leadership Roles. This deep dive is what I often refer to as the underbelly work.

Chief Customer Officer 111

Chief Customer Officer Social Media Innovation Marketing 111

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Communicate Value to Your Customers in an Engaging Way.

Customer Relationships 111

Customer Relationships Banking Chief Customer Officer Leadership 111

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 111

Customer Experience Chief Customer Officer Leadership Culture 111

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Francis created an internal messaging board to document customer interactions.

Chief Customer Officer 147

Chief Customer Officer Banking Document B2B 147

Peter Lavers

DECEMBER 1, 2020

It should be more about uncovering the things that the leadership will say “I wish I’d known about that sooner”! The most important thing to consider about the timing of any CX improvement programme, be it outside-in or inside-out, is actually leadership commitment to do something with the findings / results.

Chief Customer Officer 52

Chief Customer Officer B2B Customer Centricity Leadership 52

ClearAction

JANUARY 8, 2024

Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts. Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives. It’s all about how you collect, clarify, communicate, and champion insights.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Customer Bliss

APRIL 16, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Customers drive through, have their barcode scanned, and then pick up their package from a window. Customers will be grateful the closer you can get to offering choices that are right for them.? ?

Chief Customer Officer 174

Chief Customer Officer Banking Books 2019 174

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. This knowledge is then communicated from the sales team all the way to customer service, which helps everyone improve their customer relationship. “I

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

Gainsight

JUNE 8, 2022

Similarly, if delivering a remarkable customer experience is truly the company’s goal, as it should be in a recurring revenue SaaS business, then the leadership team should talk about this mission regularly. Facilitating opportunities for cross-communication fosters a sense of belonging and idea-sharing.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Most organizations are active on LinkedIn beyond marketing activities to promote hiring, share tidbits of company culture externally and to collaborate. I work to relay this overall sentiment to leadership. JD : Absolutely!

Customer Success 104

Customer Success Webinar Chief Customer Officer Leadership 104