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. 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

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

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill.

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Customer Focused Chief Customer Officer Metrics Innovation 189

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. Lean into Your Customers. million people in the state.

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Chief Customer Officer Engagement Call Center Leadership 195

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

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Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results.

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Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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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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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Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

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Chief Customer Officer 2016 Contact Center Customers 49

Customer Bliss

JUNE 6, 2018

The purpose of this work is to galvanize the organization to deliver experiences customers want to have again – to ‘earn the right’ to customer growth. Customer-focused actions are the reactions to survey results, an executive in the field getting direct customer feedback, or a letter that lands on someone’s desk.

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Chief Customer Officer Leadership Customer Journey Customers 193

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

Healthcare 141

Healthcare Chief Customer Officer Hospitality Leadership 141

Alida

MAY 10, 2016

This appreciation for delivering a comprehensive one-company experience brings with it a new appreciation for the need for a Chief Customer Officer to unite the organization in understanding and developing the competencies to work in this manner. How to Build Your Customer Driven Growth Engine.

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Chief Customer Officer Customer Experience Social Media Return on Investment 150

ShepHyken

JULY 19, 2021

(Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Customer Officers from large corporations all over the country. Their conclusion?

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2021 Article E Commerce Customer Service 150

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

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Webinar Chief Customer Officer Customer Experience Social Media 141

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO.

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Chief Customer Officer 2018 Customer Centricity Customer Success 56

Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Listen and Understand How You Can Provide Value.

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Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Her love for being customer-focused was what helped drive her success at Dropbox, .

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Chief Customer Officer Feedback Customer Journey Leadership 152

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

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Chief Customer Officer Customer Experience Customer Centricity Marketing 120

Customer Bliss

APRIL 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. People (and organizations) don’t change overnight to suddely become customer-focused. The following is a lightly edited transcript of the video below.

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Chief Customer Officer Leadership Customer Journey Mapping Culture 135

Customer Bliss

APRIL 20, 2016

In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. I call this one-company leadership.

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Loyalty Chief Customer Officer Leadership B2C 165

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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Chief Customer Officer Customer Centricity Call Center Metrics 121

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

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2021 Customer Success Chief Customer Officer Leadership 98

Customer Bliss

DECEMBER 28, 2017

I enjoyed this post because I shared insights from previous guests on my podcast, The Chief Customer Officer Human Duct Tape Show. Implementing a new customer experience strategy isn’t easy and there’s a lot to learn along the way. How Does a Customer-Focused CEO Make Decisions?

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2017 Blog Customer Experience Chief Customer Officer 141

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

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Leadership Chief Customer Officer Culture Metrics 165

Customer Bliss

JANUARY 12, 2017

For some seasoned executives who think more about product, price, and process, this customer focus is scary. Is your customer strategy for 2017 ready and scalable? If you don’t have the buy-in, your customer strategy is dead from the jump. Customer strategy: Unite and build. They may push back. Click To Tweet.

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Chief Customer Officer 2017 Leadership Customers 197

Customer Bliss

JANUARY 7, 2016

The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

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Chief Customer Officer Social Media Customers Leadership 141

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

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Leadership Customer Experience Customer Centricity Net Promoter Score 259

ShepHyken

FEBRUARY 28, 2023

While 61% claim they want to improve trust with customers, only 19% have members in the C-suite dedicated to the effort. So, here’s your bonus tip: Consider adding a Chief Customer Officer, or similar position, to your organization. Get more information on The Customer Focus ™ customer service training programs.

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Chief Customer Officer 2022 Customer Service Training Connections 125

Customer Bliss

APRIL 12, 2019

Monica shares that this system was the core of TECO’s customer services and a project of this magnitude requires about a 12-18 month stabilization period, so she was essentially leading CX for a company that was going to be operating as a new organization.

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Customer Experience Chief Customer Officer 2017 Leadership 162

Customer Guru

AUGUST 8, 2018

Jay Baer the Founder of Convince & Convert, The New York Times bestselling author of six customer-focused books, global keynote speaker, and a digital expert. His vast experience in planning and implementing customer-focused strategies helps his clients achieve great customer experience, retention, and, in turn, customer loyalty.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

JANUARY 7, 2016

The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

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Chief Customer Officer Social Media Customers Leadership 118

Customer Bliss

NOVEMBER 28, 2017

.” Sami has 18 years of experience leading teams at Verizon Enterprise, and at American Bath Group, he leads a customer-focused cultural shift to enable sustainable organic growth via disciplined and systematic customer experience management.

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Culture Customer Centricity Customer Journey Mapping B2B 197

Customer Bliss

JANUARY 17, 2019

Lisa is a customer-focused business leader using her experience across operations, marketing, communication, and business development to drive change. I am a passionate customer advocate focused on driving value through improved customer experience. CustomerExperience #CX Click To Tweet. About Lisa Henken Ramirez.

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Connections Chief Customer Officer 2006 Banking 190

Customer Bliss

JUNE 4, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. For example, at the investment firm where Joe worked, customer focus was a core value of the company. A credo to customer service was engraved on the wall and survey scores were tracked.

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Chief Customer Officer Innovation Books Metrics 149

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. Again: connect the silos.

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Chief Customer Officer Leadership Hotels 2016 185

Customer Bliss

OCTOBER 31, 2019

Jennifer Severns , Chief Experience Officer at the American Marketing Association, a nonprofit organization, discusses some of the challenges she faced while coming into an organization that helps chief marketing officers, chief customer officers, marketers, and others, determine and understand their role in the world.

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Chief Customer Officer Social Media Innovation Marketing 111

Tricia Morris

DECEMBER 18, 2015

Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

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2016 Chief Customer Officer Customer Service 2015 72