Customer Bliss

AUGUST 8, 2017

Presently he’s not sure if he’ll switch industries, although financial services seems like the winner. Why did Stephen depart Standard Life? He felt like taking some time to understand and pursue new challenges. (He’s He’s also very big into running, and wanted to take some time to focus there.)

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. For example, many large organizations have a Chief Customer Officer, an executive professional in charge of the company’s relationship with the customer, who reports to the CEO.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Customer Bliss

MARCH 12, 2019

What’s the State of Customer Experience? Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers. Tell everyone: where do you see CX—the state that customer experience is in—right now across the industry? View this post on Instagram.

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Chief Customer Officer Customer Experience Leadership 2018 273

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. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

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Chief Customer Officer Engagement Call Center Leadership 195

Customer Bliss

MAY 14, 2015

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned.

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Chief Customer Officer Leadership Metrics Customers 216

Customer Bliss

MARCH 12, 2020

Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Bring the CFO, CMO, CEO—all the alphabet people—and do the customer math. But we also have to understand: how many customers did we lose? Volume and value.

Measurement 289

Measurement Chief Customer Officer Metrics Download 289

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Customer Bliss

SEPTEMBER 15, 2016

Present information from multiple sources by stage of experience: This is the true game-changer, as issues and opportunities now shift to always being in reference to customers. Build one-company categorization of issues. Again, this is about moving away from silo-by-silo, survey-by-survey, controlled-and-owned metrics.

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Chief Customer Officer Leadership Books Reference 238

Customer Bliss

NOVEMBER 8, 2019

” The role of the chief customer officer is to work with leaders to unite behavior. It is to unite actions; to provide proof to the organization that this leadership team is committed to driving growth by improving customers’ lives. .” We won’t launch without them, no exceptions.”

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

Customer Bliss

SEPTEMBER 6, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences. 3 Actions to Present the Story.

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Presentation Chief Customer Officer Blog Information 111

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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. How he used a very simple journey map to present to the board of regents who needed to approve his plan . Episode Overview.

Chief Customer Officer 0

Chief Customer Officer 2008 Books Presentation 0

Customer Bliss

DECEMBER 4, 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 just after I finished giving a keynote presentation for an internal service department of an organization. The following is a lightly edited transcript of the video below.

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Download Chief Customer Officer Workshop Books 185

InMoment XI

NOVEMBER 29, 2018

I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. Our presentation focused on the CX trends we have identified and what. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. View Article.

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Chief Customer Officer Customer Experience Presentation Events 150

InMoment XI

NOVEMBER 29, 2018

I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. Our presentation focused on the CX trends we have identified and what. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. View Article.

Chief Customer Officer 30

Chief Customer Officer Customer Experience Presentation Events 30

Customer Bliss

JUNE 6, 2018

Competency 2 gives leaders a framework for guiding the work of the organization: requiring cross-silo accountability to deliver deliberate customer experiences. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Customer Bliss

SEPTEMBER 26, 2019

The goal is to set a target date for the first customer room meeting in which the initial version of each competency team’s work will be presented for the first time. The chief customer officer supports and coordinates activities to keep everything moving toward executing the first customer room.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Customers 137

Customer Bliss

DECEMBER 28, 2018

After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives. She spoke directly to customers and the employees. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

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Chief Customer Officer 2011 2006 2016 124

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. Three Market Conditions.

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Webinar Chief Customer Officer Customer Experience Social Media 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.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Bliss

JUNE 13, 2018

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ? When a CX leader has the ability to step out of the spotlight, they actually become more indispensable.

Customer Experience 214

Customer Experience Chief Customer Officer Leadership B2B 214

Customer Bliss

FEBRUARY 18, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. And from that, then go back and start digging in around the two or three things—that as people present things to you—you will guide. The following is a lightly edited transcript of the video below.

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Chief Customer Officer Customer Relationships Presentation Customer Journey 248

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

OCTOBER 31, 2017

Some other sources of assistance were: The Customer Experience Professionals Association , Delivering Happiness by Tony Sheih, and my very own, Chief Customer Officer (and no, I did not ask her to plug me during the interview, I’m ever so thankful that she did read it though!). People in the c-suite love it.”

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

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Airlines Customer Experience Chief Customer Officer Reference 176

Customer Bliss

SEPTEMBER 5, 2019

I’m excited to be back with new episodes of the Chief Customer Officer 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.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

Customer Bliss

JANUARY 12, 2016

This view enables a focused prioritzation of actions to earn the right to customer-driver growth. The role of the Chief Customer Officer is to engage leaders and the organization to want to be a part of “one company” story telling. and focused prioritization of actions to earn the right to customer-driven growth.

Chief Customer Officer 111

Chief Customer Officer Social Media Customers Feedback 111

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. Additionally, Yamini and her team developed a Customer Connection Day.

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Chief Customer Officer Feedback Customer Journey Leadership 152

Customer Bliss

DECEMBER 20, 2018

This is important when it comes to recognizing the value of the human element in your customer experience. It’s essential to your business to hire people with empathy, those who have the capacity to care and adjust to the situation presented. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

2018 147

2018 Customer Experience 2005 Chief Customer Officer 147

Customer Bliss

JANUARY 19, 2017

So, the first solution is this: you need to think about your customer-centric strategy as crawl, walk, run. There are milestones along the way ( much more on this in Chief Customer Officer 2.0 ). . Figure out metrics that would show that customers’ lives are improving. How do you know any strategy works?

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Customer Centricity Chief Customer Officer Metrics 2016 182

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Present information from multiple sources by stage of the experience – which is what Aisling and her team decided. Now, if you don’t have a customer journey yet, you’ve got some catching up to do!

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Net Promoter Score Chief Customer Officer Books NPS 203

CloudCherry

DECEMBER 12, 2017

Deborah is currently the Chief Client Officer of Duarte, where she and her team are responsible for marketing, sales, client services and everyday presentation services. Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business.

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Chief Customer Officer Customer Experience NPS Customer Centricity 150

Customer Bliss

AUGUST 9, 2018

She has a proven track record of analyzing customer needs to create valuable solution enhancements, positioning them in the market to increase customer retention rates and drive incremental revenue. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Patricia presented correlations demonstrating how these gaps ultimately jeopardized the bottom line.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

Customer Bliss

JANUARY 4, 2019

He wanted to finish as many informational interviews as possible, to put together an assessment, and then, to put all of his findings together in a presentation so he could draft an action plan. Alan did all of this listening, gathering of data, and presenting of his feedback within his first six months on the job.

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Hospitality 2018 Healthcare Customer Experience 141

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

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Chief Customer Officer 2017 ROI Leadership 111