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

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

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

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. It includes focusing the organization on one-company experiences.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

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.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

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.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

CloudCherry

DECEMBER 12, 2017

Deborah Eastman , who has held leadership positions in various functions such as sales, marketing, and professional services, will help inform CloudCherry’s Go-To-Market strategy in the US, and help amplify their rapidly growing presence & competitive differentiation.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

Customer Bliss

OCTOBER 31, 2017

In building a client experience program from scratch, Anne became a master at project management and bridged relationships between operations and sales to have a collaborative environment. Anne presented a plan to her manager at the time to start the internal customer experience program. People in the c-suite love it.”

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

Customer Bliss

JANUARY 10, 2019

His team focuses on how to make personal connections with the customer, using a bit of behavioral psychology to help them understand why this decision is important and ultimately helpful for them. His sales team positively encourages customers, telling them that they have the power to make a choice that matters.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

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

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.

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

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.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO).

Customer Experience 195

Customer Experience Chief Customer Officer Call Center Culture 195

Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. .

Metrics 195

Metrics Chief Customer Officer Customers Leadership 195

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Aquisition was driving the focus of the sales team and operations, but he wanted to emphasize a strategy for retention.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 111

Customer Experience Chief Customer Officer Leadership Culture 111

Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. He has vast experience in driving profitable sales growth through more loyalty-inspiring customer experiences.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

OCTOBER 17, 2018

He’s seen presidents in the various Equinix firms take responsibility for P&L, and sales and operations, and really tackle this work from a one-company approach. Present this achievement in a way that showcases what was learned throughout the process and what can be brought in to enhance the business and customer journey.

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company.

Chief Customer Officer 147

Chief Customer Officer Banking Document B2B 147

Customer Bliss

DECEMBER 14, 2018

Amanda stresses the importance of finding different methods to gather voice of the customer feedback, and to use this information to tell the customer’s story in a human way. You can’t just present a data set and hope that it tells a story on it’s own—you need to tell stories using data.

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

Customer Bliss

NOVEMBER 15, 2018

When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Customers received a fragmented experience that was the result of internal siloed work.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. United Leadership: Necessary to move from talk to action. ” and then you release products before customers have given feedback to make your sales quarter? Well, then … you don’t love customers.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

CCO Council

MAY 20, 2014

We might think not, but in truth, this source is far more immediate than sales reports, quarterly rolling surveys, or even post-interaction surveys. Leverage the opportunity presenting itself and use it to mine information about customers, users, and even competitors and detractors. What are your thoughts?

Social Media 74

Social Media Chief Customer Officer Customer Centricity Call Center 74

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Zeisler Consulting

AUGUST 17, 2021

Now, of course, some are more circumspect than others, but there certainly seems to be a trend toward using things like revenues, sales, and market share as the driving reason for engaging in CX endeavors. Then the topic can more naturally shift to those revenues and sales.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Customer Bliss

OCTOBER 11, 2018

This is where marketing, sales, and service meets, with CX professionals sitting in the center space; these are the folks who know what the customer wants. You need to know where you’d initiate this trigger in the customer journey. You segment your customer base and give them access to your talk trigger.

Chief Customer Officer 107

Chief Customer Officer Advertising Books Customer Journey 107

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. And… Scene.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

ChurnZero

AUGUST 25, 2020

Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support. She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture.

Chief Customer Officer 69

Chief Customer Officer E-support 2011 2012 69

Beyond Philosophy

OCTOBER 21, 2021

Mead says Customer Experience accreditation doesn’t touch these areas. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. Presentation of customer survey results to all employees.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. If you’ve ever worked in sales, you may be familiar with the idea of a ride-along.

Customer Service 128

Customer Service Workshop Chief Customer Officer Metrics 128

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. t wears that never gave them the con?

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 52

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

Chief Customer Officer 54

Chief Customer Officer Management 2016 Customers 54

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

Technology 65

Technology Net Promoter Score Chief Customer Officer 2016 65

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. RachardRShapiro. Annette Franz. annettefranz.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0