CSM Magazine

SEPTEMBER 28, 2016

Its reputation goes well beyond its market area. The President Emeritus, Colleen Barrett, has a favorite saying about Southwest Airlines: “We are a Customer Service Company; we just happen to fly airplanes.”. Apple’s sales per square foot are higher than Tiffany and Co.’s. Southwest Airlines began at Love Field in Dallas.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

Chief Customer Officer 120

Chief Customer Officer Customer Experience Customer Centricity Marketing 120

ClearAction

JULY 8, 2024

A leading indicator shows what customers will soon experience. Chief Marketing Officers measure the purple metrics shown below about what happened in the market : customer acquisition cost, margin expansion, sales velocity, customer retention, recurring revenue, expanded purchases, and referral revenue.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

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. Her love for being customer-focused was what helped drive her success at Dropbox, .

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer 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. Hence, the the role of a chief customer officer (CCO) which we define this way.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

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 includes focusing the organization on one-company experiences. Unite your business’ leadership.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. MORE SALES! Customer Value X 2.72

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. After a while, my role developed more down the sales route, looking after relationships with retailers.

Culture 105

Culture Measurement 2008 Books 105

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

APRIL 20, 2016

In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Should Operations be the home for every B2B company’s customer experience leadership?

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

ShepHyken

AUGUST 19, 2019

My Comment: Someone once told me that if you chase profit over the customer, you may not get profit or the customer. But, if you chase the customer, you’ll most likely end up with both. The idea is that putting the customer before the sale is a good strategy. Satisfied customers or profit.

2019 118

2019 Article Customer Service Leadership 118

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. Their role is to champion the customer’s perspective and advocate for their needs within the company.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

CX Accelerator

JULY 1, 2020

A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. Nick’s background in sales, marketing and contact center solutions serves as the framework for his advanced expertise in the field of customer experience.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Experience Investigators by 360Connext

JULY 28, 2020

A customer-centric mindset often flies in the face of traditional business education and legacies. Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. They rarely include the word customer beyond discussing how to acquire them. What do we need to get there?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Maier joins Calabrio with more than 20 years of enterprise software sales experience. Ryan Toben, SVP of customer success and sales operations.

Customer Success 52

Customer Success Contact Center Sales Customer Centricity 52

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Need a customer-focused speaker for your next event?

Events 223

Events Customer Experience Webinar Telecommunications 223

Help.com

OCTOBER 13, 2014

With a team that’s totally wedded to the Apple culture, Cupertino doesn’t need to sweat the imitation Apple Stores now popping up with identical furniture and Apple gear for sale. Look around and you’ll see businesses focused obsessively on the short term: this month’s sales target or this quarter’s analyst projections.

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

Customer Bliss

AUGUST 4, 2015

Product Power Core Resources and success metrics center on product development, not necessarily on customer focus. Sales Power Core Quarterly targets and sales goals pull the weight in the company. The ‘sale’ is the focus, sometimes at the expense of the rest of the experience. .

Hospitality 198

Hospitality Insurance Leadership Sales 198

Customer Bliss

AUGUST 23, 2016

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. Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” In reality, the customer is the backbone of everything you do. I call this one-company leadership. Your goal is to move towards one-company leadership.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

Beyond Philosophy

NOVEMBER 27, 2017

There are nine orientation areas that we use to determine a company’s customer centricity level. Customer Strategy. Marketing & Brand. Culture & Leadership. Most organizations leave customer interaction with the customer service team, with anyone else avoiding direct communication most of the time.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. That has validity as a management approach, but not if you want to truly be a company focused on customer-driven growth.

Social Media 195

Social Media Leadership Customers Brands 195

Beyond Philosophy

JULY 12, 2017

Instead, they are headhunting among PR and marketing professionals to be their commander in chief. PR and Marketing officers have the tough job – selling the brand. To do so, they have to understand the market and more importantly, their customers. We live in the age where the customer rules. So why this shift?

Advertising 121

Advertising Sales Brands Marketing 121

Customer Bliss

SEPTEMBER 12, 2017

The latter question was crucial because tech-driven, product-centric companies usually don’t build out customer segmentation early on. This was a recent product launch within Cisco focused on opportunity targeting and understanding the specific buyers Cisco has. There were — happily! Always remember that.

2007 0

2007 B2B Leadership Events 0

Lumoa

MARCH 21, 2023

Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired. “ ”Who should read the book?

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Amity

JANUARY 9, 2019

It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture. We often get asked about what departments are the most important to integrate customer success with. Both of these metrics will hurt the value of your company when trending the wrong way.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

CX Accelerator

JULY 1, 2020

A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out. Nick’s background in sales, marketing and contact center solutions serves as the framework for his advanced expertise in the field of customer experience.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Customer Bliss

SEPTEMBER 26, 2017

In short: the success of prior projects, especially if your organization is already customer-focused. Sandy had other titles, such as Customer Care Manager and a VP of Customer Success role. sales) and stakeholders (i.e. But still be vocal and share the needs back to the leadership level.” ”

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? It Starts with A Sale. A customer isn’t a customer until they purchase something from you, right?

Engagement 179

Engagement Social Media Sales Loyalty 179

Gainsight

JUNE 13, 2022

While many industry pundits are gloomy about the company’s prospects based on these latest numbers, the truth is that Netflix is an amazing company with amazing leadership in co-CEOs Reed Hastings and Ted Sarandos — two business leaders who know their success is all about the customer. Get wise with data.

Innovation 52

Innovation Leadership 2022 Advertising 52

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. These customers are less concerned with price and quality and are more concerned about new motivations.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

Horizon CX

MAY 19, 2023

It involves a fundamental shift in the way an organization operates to better align with its goals, adapt to market conditions, and enhance its overall performance. Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

ShepHyken

FEBRUARY 16, 2020

Beyond sales suggestions, we’re seeing this pop up in suggestions for maintenance, upgrades and more. How to Avoid Providing a Bad Customer Experience by Rieva Lesonsky. Small Business Trends) Ready to win back a customer after a bad customer service complaint? Follow on Twitter: @Hyken.

2020 129

2020 Article Customer Service B2B 129