Customer Bliss

AUGUST 23, 2016

Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. You need to do a culture crystallization exercise with employees. If you want new behaviors like “culture crystallization” to stick, there needs to be an incentive structure.

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Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview.

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Chief Customer Officer Hospitality Travel Hotels 0

Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. There is a huge cultural component to creating a customer-driven growth engine; it’s not simply about metrics/numbers, but also people.

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Chief Customer Officer B2C 2016 Leadership 160

Customer Bliss

NOVEMBER 15, 2016

From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. The meter to cash team of over 1100 provides customer service to Eversource’s customers in Connecticut, Massachusetts and New Hampshire. The Initial CCO Steps.

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Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Around 5:30: the meetings designed around good/bad customer calls were only set for 30 minutes.

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Chief Customer Officer Engagement Net Promoter Score Insurance 141

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? Chief customer officer job description.

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Chief Customer Officer Customer Centricity Touchpoint Leadership 98

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . Q: Which channels does Craveable Brands use to capture customer feedback?

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Chief Customer Officer Brands NPS Customer Centricity 368

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

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. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

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. Then came the CTO and the CMO. So where is the line?

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Chief Customer Officer 2011 2014 Leadership 257

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. How can you create a culture of customer intimacy?

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Chief Customer Officer Leadership Innovation Books 133

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. About Jeb Dasteel.

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Retently

OCTOBER 19, 2018

However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. Well, that’s where the Chief Customer Officer comes into play. CCO stands for Chief Customer Officer.

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Chief Customer Officer Customer Centricity Call Center Metrics 98

InMoment XI

OCTOBER 26, 2022

The keys lie in your customer data—and how you leverage it. 3 Necessities for Stand-Out, Seamless Customer Experiences in Retail. Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 3: Encourage a Culture of Commitment.

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Retail Customer Centricity Government Chief Customer Officer 397

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. About Enrique.

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Chief Customer Officer ROI 2004 2015 125

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

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Chief Customer Officer Information 2008 Customer Care 131

Beyond Philosophy

DECEMBER 23, 2015

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. Michael Lowenstein, Ph.D.,

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Chief Customer Officer Customer Centricity Consulting Loyalty 100

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Competency Four: Proactive Experience Reliability & Innovation – Know before customers tell you, where experiences are unreliable. Enabling employees to deliver value.

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Chief Customer Officer Books 2006 Leadership 86

Customer Bliss

FEBRUARY 26, 2015

Competency #5: Leadership, Accountability and Culture. For this work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with actions and choices. To emulate culture, people need examples. They need proof.

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Chief Customer Officer 2015 Leadership Culture 161

Customer Bliss

MAY 16, 2017

Milista Anderson is chief customer officer for FIS’s treasury solutions business, leading the organization in its voice of the customer program and customer experience strategy. The notes on this episode may be slightly shorter than usual because it was a busy week for my team and I. About Milista.

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Customer Bliss

AUGUST 8, 2017

A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

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Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

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.

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Chief Customer Officer Engagement Call Center Leadership 195

Customer Bliss

NOVEMBER 22, 2016

My specialty is bringing the customer journey to life inside the enterprise, empowering employees and transforming the culture. I am passionate about engaging all stakeholders from the shop floor to the C-suite, to deliver excellent customer experiences. This is critically important for any successful business.

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Chief Customer Officer Leadership 2017 Metrics 141

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. Giving permission and behaviors to model.

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Leadership Chief Customer Officer Culture Customers 238

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

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Culture Customer Service Customer Centricity Chief Customer Officer 139

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

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

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Chief Customer Officer Net Promoter Score Insurance Measurement 52

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts. Take Care of the Basics.

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Culture Chief Customer Officer Leadership Presentation 131

BirdEye

JANUARY 13, 2021

We’re excited to announce that we have a new Chief Customer Officer: Walt Weisner. Walt has spent more than 20 years working to delight customers at Silicon Valley’s most successful companies. Walt has previously led Customer Operations at companies like RingCentral and WebEx.

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Chief Customer Officer 2020 2021 Leadership 75

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. The traits needed in a chief customer officer.

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Chief Customer Officer Competitive Advantage Net Promoter Score Culture 52

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

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.

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Chief Customer Officer NPS Fashion Social Media 72

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

NOVEMBER 5, 2015

The five competencies of your customer-driven growth engine are comprised of a series of actions and decisions that impact both the operation of your business and its cultural disposition. Over time, the customer experience competencies will move from being disruptive to part of business as usual.

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Chief Customer Officer Leadership Culture Customers 199

Customer Bliss

FEBRUARY 16, 2018

The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. Proactive experience reliability and innovation : this lets you know before the customers tell you if the experience you delivered was reliable and valuable to them. I call it “boiling the ocean.”

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Customer Experience Chief Customer Officer Customers Leadership 235

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

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Customer Experience Chief Customer Officer Culture Customer Centricity 162