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Crafting and Cascading a Customer Experience Strategy Across Global Organizations

eglobalis

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

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3 Necessities for Seamless, Stand-Out Retail Experiences

InMoment XI

Regardless of what you call it or where it lives, you need to have a plan for how you will make your CX program an organization-wide, customer-centric initiative—and keep it that way. It has to be more than just saying you are customer-centric, or having the word “customer” in your mission statement.

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How Liberty Mutual Engaged the C-Suite & Built their Customer Room, With Chief Customer Officer Margie Dillon – CB2

Customer Bliss

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 2:00-2:23, the discussion turns to rooting new customer experience projects in data and metrics.

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How to Win the Chief Customer Officer Role, With Sandy Miranda – CB70

Customer Bliss

By creating a unified focus on the most important asset of the organization – The Customer. Utilizing today’s most useful tools such as Customer Journey Maps, Health Metrics, Customer Advocacy and a holistic Support approach I have been able to deliver consistent results for my employers and most importantly their customers.

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10 mindsets for change from Australia’s chief customer officers and experience leaders

Alida

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. Practice mindful leadership.

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How do you know if a customer-centric strategy is working?

Customer Bliss

Many companies talk about having a customer-centric strategy. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? You have to view customer-centric journeys and strategy in the context of transformation milestones.

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The Impact of the Chief Customer Officer, Part II

CCO Council

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.