Customer Bliss

SEPTEMBER 11, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages.

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Customer Journey Mapping Customer Journey Chief Customer Officer Leadership 111

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. ” Operational performance and people performance can be aligned better via this type of customer journey mapping.

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Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

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. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

Customer Bliss

NOVEMBER 28, 2017

Use the Customer Journey Map As a Tool to Measure Success. 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. The customer journey map was used as a culture and leadership uniting tool.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Customer Bliss

NOVEMBER 3, 2016

If you are regularly engaging leaders in a customer room, the customer analysis can flow from there — and, as an additional bonus, the silo structure that often stunts growth can fade away. The power of the customer room: Visual storytelling. The customer room is set up as an experience.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

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. Create a customer health dashboard so you can visually see what’s happening.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

MAY 10, 2016

Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. Episode Overview. Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience.

Chief Customer Officer 0

Chief Customer Officer 2008 Books Presentation 0

Customer Bliss

JANUARY 3, 2018

Have you listened to The Chief Customer Officer Human Duct Tape Show ? From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs.

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. Check out our free Customer Journey Map guide with map examples and a free template!

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Customer Bliss

MARCH 15, 2018

I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.

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Chief Customer Officer Customer Journey Mapping Government Communication 156

Experience Investigators by 360Connext

MARCH 8, 2018

How a company goes to market and the way they plan and execute their marketing plays a significant role in the customer experience, whether or not it is formally defined as a marketing responsibility. Let the customer journey be your guide. One of the best marketing planning tools is an end-to-end customer journey map.

Marketing 125

Marketing Net Promoter Score Customer Journey Mapping Chief Customer Officer 125

Customer Bliss

AUGUST 28, 2020

.” One of the things I always try to say is to ask yourself about your customers, where are they at right now? Use Customer Journey Maps to Strategize Around a Positive Experience. How can I add value with the skill sets that I have? - @chelsieraelee, @snacknation Click To Tweet.

Roadmap 323

Roadmap Customer Journey Mapping Leadership 2020 323

Customer Guru

AUGUST 8, 2018

Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. He has expertise in using Voice of the Customer research to identify needs, develop new products and improve customer service. ”, and “Would You Do That To Your Mother?”

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

AUGUST 25, 2016

Companies have always understood the value of customers — as in, customers pay for your product/service — but only in the last decade or two have companies gotten more strategic around customer engagement, customer journey maps, etc. That’s a problem, because you need that buy-in.

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Presentation 0

Customer Bliss

MARCH 8, 2018

I found it interesting to hear that Charlotte took this approach, especially considering that more articles are being written about integrating marketing and customer service. Formalize Customer Research and Build a Customer Journey Map.

Customer Experience 100

Customer Experience Customer Journey Mapping Net Promoter Score Call Center 100

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Guru

DECEMBER 13, 2017

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0:

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Chief Customer Officer Customer Journey Mapping Hospitality Customers 71

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Connect with Bodine and follow her latest work on Twitter.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Customer Bliss

OCTOBER 11, 2018

In the best companies, the customers do the marketing. Talk Triggers is the instruction manual for making businesses grow with customer conversation. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Chief Customer Officer Advertising Books Customer Journey 107

CustomerSuccessBox

DECEMBER 24, 2021

It basically ties back to the earlier point of establishing a clearly defined customer journey. The most effective way to understand the touchpoints that your firm has with your customers is through the process of customer journey mapping. Find out the moments of value in a customer journey.

Customer Success 52

Customer Success Chief Customer Officer Customer Journey Mapping Touchpoint 52

Customer Bliss

NOVEMBER 21, 2017

Key Takeaways About Implementing the CX program: Marc and his team brought on a consultant to help them develop an end-to-end journey map. It’s imperative to have a customer journey map. You need to understand the experience from the customer standpoint so you can make adjustments along the way.

User Experience 0

User Experience Chief Customer Officer Customer Journey Mapping Customer Journey 0

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score Chief Customer Officer 52

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journey 62

Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Another challenge for customer experience teams is figuring out how to move forward and build momentum after they’ve created their first customer journey map.

Customer Experience 40

Customer Experience Chief Customer Officer Customer Journey Mapping Metrics 40

Eptica

MAY 30, 2018

The growing CEO focus on CX As Thompson explained, senior management clearly understands the importance of CX – 67% of companies say they now compete mostly or completely on their customer experience. So, how can brands deliver the customer experience that consumers require? This will rise to 81% in just two years.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

Amity

MAY 22, 2016

Do a quick Google search on “customer success management” or “customer experience management” – here is a great example of a search result that contains the steps to doing customer journey mapping. Customer success doesn’t just happen. How do you get the CEO to buy in?

Customer Success 57

Customer Success Chief Customer Officer Customer Journey Mapping Metrics 57

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Traits: Product-market fit. $6M

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. In some cases, the two roles might be combined though.

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

SmartKarrot

JULY 15, 2022

Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. Recent studies have shown that customer-centric companies are 60% more profitable than companies that aren’t. The Top 10 Customer Journey Mapping Tools for CCOs: 1.

Customer Journey Mapping 10

Customer Journey Mapping Chief Customer Officer Customer Journey User Experience 10

Wootric

FEBRUARY 14, 2019

The “Make Mom Proud” Standard for How to Treat Your Customers , a coach for Chief Customer Officers, host of the podcast The Human Duct Tape Show , and frequently writes articles on her site, Customer Bliss. Why we love Sarang: Sarang’s head of Customer Success at Wootric. Jeannie Walters.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Maru Group

FEBRUARY 19, 2020

They discussed understanding customer needs in relation to Distributed Energy Resources (DERs). Customer journey mapping is also an important tool for utility providers, as it ensures new programs and initiatives are achieving consumer goals. By working together, potential issues can also be addressed in advanced.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

Amity

JULY 28, 2014

Do a quick Google search on “customer success management” or “customer experience management” – here is a great example of a search result that contains the steps to doing customer journey mapping. . Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

SurveySparrow

JULY 3, 2021

Who’s responsible for customer experiences at your company? HubSpot wrote an entire report on The Rise of the Chief Customer Officer (CCO) in Australia, emphasizing how companies are hiring and developing executives whose sole responsibility is getting CX right. Is it Marketing’s job to pitch the right messages?

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Brands Customer Experience Travel Social Media 59