Customer Bliss

FEBRUARY 17, 2015

Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

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Chief Customer Officer 2015 Customer Journey Leadership 167

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

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Customer Journey Mapping Customer Journey Chief Customer Officer Workshop 190

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. From Carol’s own LinkedIn: Customers interface with suppliers across hundreds of touch-points. Episode Overview. Carol Pudnos is one of those. The first is clarity.

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Chief Customer Officer Leadership 2017 Metrics 141

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeannie Walters.

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Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

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 Three: Build a Customer Listening Path – Seek input and customer understanding, aligned to the customer journey.

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Chief Customer Officer Books 2006 Leadership 86

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Anahita Reilly is the Chief Customer Officer for the U.S. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt.

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Government Leadership Customer Experience Chief Customer Officer 85

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. 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.

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Chief Customer Officer Customer Centricity Consulting Loyalty 100

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). Click To Tweet.

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Leadership Chief Customer Officer Culture Metrics 165

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

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Chief Customer Officer Leadership Customer Journey Customers 193

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs. Where were they gaining customers?

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Customer Journey Mapping Customer Journey Leadership Customer Retention 178

Customer Bliss

SEPTEMBER 15, 2016

The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth. The power in converge moves you towards one-company, customer-driven leadership.

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Chief Customer Officer Leadership Books Reference 238

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.

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Leadership Consumers Customer Experience Chief Customer Officer 128

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. Elevate customer growth/loss as a success metric of the business.

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Chief Customer Officer Leadership Definition Metrics 135

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. 4 Culprits That Hinder Customer-Driven Growth. #1. Future annual planning : Should start with the framework of the customer journey.

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Chief Customer Officer Customer Experience Leadership 2014 168

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. CX Leadership Lessons Learned.

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Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

CloudCherry

DECEMBER 1, 2018

Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. Customer experience comprises the entire customer journey. Customer success begins from a perspective of doing whatever it takes to make the customer successful.

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Customer Success Customer Experience CEM Touchpoint 247

Alida

MARCH 10, 2017

CX programs require strategy and leadership from the top. Jeanne Bliss, co-founder of the Customer Experience Professionals Association, says a chief customer officer (CCO) needs to lead the charge. To remove silos, business leaders need to identify all the teams that interact with the customer.

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Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Customer Bliss

JANUARY 22, 2015

before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others. Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you? ’s Customer Experience Toolkit.

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Chief Customer Officer Customer Journey Reference Leadership 204

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. Want to see more videos from me?

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Customer Journey Mapping Customer Journey Chief Customer Officer Leadership 111

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are.

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Chief Customer Officer Leadership Metrics Call Center 135

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

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Leadership Chief Customer Officer Document Metrics 120

Customer Bliss

SEPTEMBER 26, 2019

These teams thrive when C-suite leadership plays an active role in guiding the build-out of the “beta” versions of these competencies. We typically divide up the leadership team, assigning them by competency. You will be facilitating quarterly customer journey and annual planning reviews.

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Chief Customer Officer Customer Experience Leadership Customers 137

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. Yamini tells that her leadership teams and C-Suite are all invested in being customer-focused.

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Chief Customer Officer Feedback Customer Journey Leadership 152

PeopleMetrics

MAY 4, 2017

However, one exception to this stagnation in activities exists: the practice of customer journey mapping. On average, in 2014, one-third of participants (32%) said that their organization had practiced customer journey mapping as part of their customer experience improvement efforts. mark or memory.

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Customer Journey Mapping Customer Journey Banking Chief Customer Officer 91

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. Recently, I’ve been getting a lot of calls from recruiters for very, very high-level CX leadership roles. Look at leadership decisions that have been made. Get to Know the Leadership Team.

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Chief Customer Officer Leadership Customer Journey Mapping Culture 135

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

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Achieving clarity for your role and leadership’s required involvement. Successful Chief Customer Officers need to deliberately build a plan of action in the early years.

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Chief Customer Officer Leadership Definition Culture 135

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

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Chief Customer Officer Effort Score Metrics Leadership 52

Customer Bliss

FEBRUARY 4, 2016

It unites the organization in building a framework for “earning the right” to customer asset growth. Drive Accountability to Journey Stages. And on changing the conversations from silo driven conversations to collaborative conversations about customers’ lives – their experiences across the journey they have with your organization.

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Chief Customer Officer Customer Journey Leadership Connections 160

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Customer Bliss

NOVEMBER 3, 2016

The power of the customer room: Visual storytelling. Grab a hard copy of my book Chief Customer Officer 2.0 and flip on over to page 175. The customer room is set up as an experience. It’s a way for your leaders and organization to step through customers’ lives. Aided listening.

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Chief Customer Officer 2015 Customer Journey Mapping ROI 170

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. The importance of leadership buy-in. You need leadership support. Episode Overview. Get moving.

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Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0:

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Chief Customer Officer Customer Experience Social Media Return on Investment 150

CloudCherry

OCTOBER 30, 2018

Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. Customer experience comprises the entire customer journey. Customer success begins from a perspective of doing whatever it takes to make the customer successful.

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Customer Success Customer Experience CEM Touchpoint 186

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

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. Spend time defining what each of these customers are. Get leadership involved.

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