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). Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Customer Bliss

SEPTEMBER 27, 2018

During this change management process, Lucy explains that in bringing various teams together, in addition to presentations, she brought in a management consultant to help them bridge communications and achieve their mission. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc.,

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Zeisler Consulting

MAY 4, 2021

I was recently speaking with a friend who’s a Chief Customer Officer. She has the support of her boss, the CEO, who often speaks of the importance of CX and why having a Chief Customer Officer is so valuable. And she had a bit of CX culture on her plate too: outreach, awareness, education, and the like.

Chief Customer Officer 72

Chief Customer Officer NPS Fashion Social Media 72

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

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

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.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 2016 124

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. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role. ” About Rosalyn Curato.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

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

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

2022 98

2022 Customer Success Chief Customer Officer Leadership 98

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Create a customer-centric culture.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Customer Bliss

AUGUST 10, 2018

The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus. #CX 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.

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

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. Blogs Customer Experience Thought Leadership'

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

Customer Bliss

JANUARY 17, 2019

Through providing this type of service with prepaid cards, Netspend helps serve the underserved – and this aspect alone means the company has to place heavy importance on customer experience. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

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 23, 2018

Eric’s responsibility is to reshape and redefine the employee culture, and with a front line of about 30,000 people worldwide, that’s a large undertaking. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. How did he handle this?

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

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. His area of expertise is customer loyalty. Jeanne Bliss. JeanneBliss. |.

2017 91

2017 Customer Experience Books Consulting 91

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Customer Bliss

APRIL 7, 2016

If they are, the customer will never truly be the focus — there will be many different focal points, all based on each department head’s targets and goals for the quarter. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Zeisler Consulting

AUGUST 17, 2021

I know some of my fellow CX consultants go so far as to use the ROI of CX as their calling cards…not only engaging in the discussion but also leveraging it as the heart of their pitches to clients. How do you sell CX to leadership? I’ve even written about it myself on several occasions.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. Finally, there’s CX Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. Finally, there’s CX Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. But I knew that I needed to cut my teeth and earn experience if I wanted a smooth transition between being an employee and being an entrepreneur, consultant and keynote speaker.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

2021 59

2021 Culture Insights Chief Customer Officer 59

ChurnZero

AUGUST 25, 2020

She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture. Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . .

Chief Customer Officer 69

Chief Customer Officer E-support 2011 2012 69

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

CX Journey

NOVEMBER 6, 2014

Cultural Considerations Q. What cultural faux pas do we need to avoid? What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Cultural Considerations Q. Take an honest look at your organization’s culture.

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. My response?

White Paper 72

White Paper Chief Customer Officer Customer Centricity Culture 72

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Blake Morgan Customer Experience Futurist, Speaker and Author. I would NEVER rely on NPS as the only measurement of customer perception." Why did you give that score? blog linkedin twitter Why?

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

Customer Bliss

AUGUST 31, 2018

Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts. It’s so important to understand the culture you’re coming into when in a new leadership position.

Chief Customer Officer 120

Chief Customer Officer Leadership Presentation 2016 120

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Customer Service Culture. Creating Customer Loyalty.

Books 73

Books Customer Service Culture E-support 73

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. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Customer Bliss

AUGUST 31, 2018

Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts. It’s so important to understand the culture you’re coming into when in a new leadership position.

Chief Customer Officer 100

Chief Customer Officer Leadership Presentation 2016 100