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I had the pleasure of reading Jeanne Bliss’s new book, ChiefCustomerOfficer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original ChiefCustomerOfficers, and has held titles like that for companies including Land’s End and Allstate.
Donna Peeples was the ChiefCustomerOfficer at AIG — obviously a large company. Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits.
Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. He is responsible for inspiring customers across the world to explore, experience and fall in love with Hilton’s hotels and brands. Under Mark’s leadership, Hilton launched Hilton@PLAY– a call to action to get out, explore the world and…play!
IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.
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. Robert worked hard to understand, define, and ultimately explain the various customer segments. One-Company Leadership. Chief Content Officer. About Robert.
Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Mr. Speach serves as ChiefCustomerOfficer, leading strategy for the Greystone customer experience effort across all business lines.
Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the ChiefCustomerOfficer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Practice mindful leadership. “Leadership matters.
Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.
Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. Prior to these roles, Lillie held several leadership roles in the U.S. That’s this episode. About Brian. The CIO to CCO transition.
With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.
CCO Role & Success Factors Clarifying the Role of the CCO CCO chiefcustomerofficercustomer experience innovationcustomer experience reliability customerleadership repeatable customer experience competencie'
Even if your company does not yet have a ‘ChiefCustomerOfficer’ or ‘CCO’ it is unlikely to be long before they do! Tell the story of customers’ lives. Competency Four: Proactive Experience Reliability & Innovation – Know before customers tell you, where experiences are unreliable.
How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , ChiefCustomerOfficer at The Colorado Department of Health Care Policy and Financing. The presenting sponsor of The ChiefCustomerOfficer Human Duct Tape Show is Customerville.
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 ChiefCustomerOfficer (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.
Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chiefcustomerofficer at Vision Critical, Kelly Hall is well aware of these challenges. We must do the same with our customers.
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.
As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Know Your Guardrails.
The guests on my podcast, The ChiefCustomerOfficer Human Duct Tape Show can certainly vouch for that sentiment. Build a customer listening path : this unites multiple sources of customer feedback to tell the story of customers’ lives by stage, as they experience you/your organization.
We’re excited to announce that we have a new ChiefCustomerOfficer: 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.
In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.
The role of the chiefcustomerofficer 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.
Manu Steijaert, McDonald’s Executive Vice President and Global ChiefCustomerOfficer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global ChiefCustomerOfficer. He will be leading a new Customer Experience team.
Amy Downs is the ChiefCustomer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care.
Demystify the role of the ChiefCustomerOfficer. 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.
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 ChiefCustomerOfficer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 2: Align Around Experience.
Do you have a ChiefCustomerOfficer? 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.
Tish Whitcraft is what we call a serial ChiefCustomerOfficer, or CCO. In her mind (“in her humble opinion”), it’s a mix of the newly-established CCO role and the long-tenured COO, or Chief Operating Officer, role. Episode Overview. She leads OpenX’s operations and partner experience.
As Bain and Co writes, “Employee promoters power strong business performance because they provide better experiences for customers, approach the job with energy?which and come up with creative and innovative ideas for product, process and service improvements.” Why does customer experience leadership need to come from the top?
Those are: Customers as assets. Build a customer listening path. Proactive experience reliability and innovation. One-company leadership, accountability, and culture. Many of these ideas are contained in ChiefCustomerOfficer 2.0 Align around experience. and my other books and speeches.
Ideally, you’ll have a chiefcustomerofficer (CCO) to lead and champion CX at the C-suite level. In time, as CX proves its merits, a path to centralized CX leadership will become available. What sets those innovators apart? CX innovators work hard to rally the organization behind customer needs.
Demystify the role of the ChiefCustomerOfficer. 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.
I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I named my podcast The ChiefCustomerOfficer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.
Calkins makes a key point about companies pursuing growth here: It’s not enough just to look for opportunities and innovations and new ideas, you’ve got to find the ones that are going to turn into profitable opportunities and, ultimately, into cash flow and growth coming from those. Growth is really about the customer.
I’m excited to be back with new episodes of the ChiefCustomerOfficer 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. CX #EmployeeExperience Click To Tweet.
As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.
She has seen that through her actions of being a leader and inspiring her team to showcase the best parts of themselves, there’s a stronger internal culture of enthusiasm, excitement, innovation, and ownership. The employees are ultimately happier, which creates happy customers. This was a major improvement within their culture.
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.
In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to ChiefCustomerOfficer with Brian Lillie.
Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/InnovationOfficer at SnackNation , and Barbara C. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs.
As a result, Customer Success leaders continue to increase their prominence and power within the organization. Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year.
Customer Experience (CX) leadership is more important than ever before. According to Zendesk’s Customer Experience Trends 2021 report , half of customers say that CX is more important to them now than a year ago. Discover more leadership quotes in our Women in Tech interview series.
In my new Daily Dose video series, I explore the topics that chiefcustomerofficers 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?
A chiefcustomerofficer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chiefcustomerofficer is usually responsible for everything that happens post-sale.
We’ll run through these now as relates to your customer strategy. Customer strategy: Commit. It’s about gaining leadership clarity and commitment to what you’re going to do. If you don’t have the buy-in, your customer strategy is dead from the jump. Customer strategy: Unite and build.
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