Toister Performance Solutions

FEBRUARY 4, 2020

Customer Experience futurist, Blake Morgan, recently wrote an article for Forbes titled, " The Case Against a Chief Customer Officer." I posted the article on LinkedIn and there was a lively discussion. Do customer-centric companies have a CXO? It's a solid point. Some do, but not all.

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Chief Customer Officer Customer centricity Advertising Government 82

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

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Chief Customer Officer Customer centricity Metrics Sales 97

C3Centricity

MAY 11, 2020

For more details on this announcement I suggest you read the Forbes article. As mentioned above, everyone has a role to play in satisfying and delighting the customer. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric. Embrace T he Data.

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Customer centricity Chief Customer Officer CRM Sales 98

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

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Netomi

JUNE 18, 2023

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on June 18th, 2023 Customer centricity. Customer obsession. Customer focus. Why is customer centricity important?

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Customer centricity Chief Customer Officer CRM Advertising 52

Help Scout

APRIL 29, 2021

Make customer service part of company goals and vision: Review your company goals, objectives, and vision to ensure that your commitment to customer service is reflected in them. Their success metrics should have a clear customer focus, and their leaders should care about customer experience.

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Customer Service Customer centricity Chief Customer Officer Metrics 139

Customer Centric Support

MARCH 6, 2017

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. After all, happy customers and revenue are very closely related.

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Chief Customer Officer Customer centricity Enterprise Engineering 84

Customer Guru

MARCH 15, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

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Customer centricity Chief Customer Officer Customer Service Marketing 85

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan.

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Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

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Chief Customer Officer SaaS Engineering Customer centricity 60

Amity

APRIL 25, 2016

Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. CEO - C hief Customer Office Council.

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SaaS Chief Customer Officer Consulting Consulting 96

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Kate Nasser. KateNasser.

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Customer Service Chief Customer Officer Customer centricity Scripts 0

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Your customers will feel their best interests are being cared for, which, in turn, helps you achieve an improved customer retention rate. . Cultivate a Customer-centric Brand Image.

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Best practices Chief Customer Officer Customer centricity Sales 101

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

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Chief Customer Officer Customer centricity Airlines Metrics 62

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. job-to-be-done)].

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Customer Experience Chief Customer Officer Customer centricity Enterprise 71

Answer Dash

JUNE 27, 2018

This article is written by Jeanne Bliss. Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

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Chief Customer Officer Customer Experience Customer centricity Consulting 63

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! The opportunities and challenges are immense and are driving the tremendous pressure executives face as they work to accelerate the way their organizations operate and deliver value to customers and to the business.

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Chief Customer Officer Customer centricity Journey mapping Coaching 52

Answer Dash

SEPTEMBER 14, 2019

(This articles was originally published at CustomerBliss - republished here by the consent of the author) Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Invest in your CX, and your business will be rewarded with customer accolades and loyalty! Sounds like the start of a joke, right? But think about it.

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Chief Customer Officer Customer Experience Journey mapping Customer centricity 52

ChurnZero

SEPTEMBER 11, 2020

As the Head of Customer Success and Product, I can tell you that you needn’t go searching for an alternate universe to see these functions work in (im)perfect harmony – we’re keeping it real here. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

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Customer centricity Chief Customer Officer SaaS Feedback 52

ClearAction

NOVEMBER 16, 2017

This article focuses on employees and rituals as ecosystem components absolutely vital to customer experience excellence taking root firmly in your company’s DNA. This article is fourth in a 12-part series: Customer-Centered Business — 10 Keys to Organic Growth. What is: Customer Experience Strategy? (4-point

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Customer Experience Chief Customer Officer Customer centricity Airlines 76

ChurnZero

NOVEMBER 27, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. She has also held numerous Interim ‘Head of Customer Success’ roles.

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Chief Customer Officer SaaS Education Metrics 75

ClearAction

JULY 28, 2023

If every work group across your firm is expected to show good customer experience progress (for internal and external customers), then your company is on its way to stronger customer-centricity and CX maturity. To help you do this: share my executive-aimed articles with your senior leaders (see list below).

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Customer Experience Chief Customer Officer Finance Customer centricity 62

Quiq

JUNE 17, 2019

ZDnet’s recent coverage of Brinks Home Security “ Home security firm moves one in 10 customer service calls to Quiq mobile chat channel ” highlights the company’s customer-centric motivation that drove the adoption of messaging for home security. Read the full article on ZDnet. And connect they did. See a Demo Today.

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Chief Customer Officer Customer centricity Education Customer Service 40

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. One of the big misconceptions in CX is that customer feedback and journey maps are only for customers.

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Surveys Journey mapping Feedback B2B 146

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson. Hilary George-Parkin.

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CSM Magazine

OCTOBER 13, 2020

For today’s organisations, the outbreak of Covid-19 has created an even greater need to stay open, maintain clear and consistent communication and build deeper long-lasting relationships with customers. Having a critical knowledge of customers, and learning from their unique behaviours, therefore, remains fundamental to the success of CX.

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Customer Experience Chief Customer Officer Customer centricity Enterprise 59

Enghouse Interactive

JULY 15, 2020

Five-time Chief Customer Officer Jeanne Bliss is an industry expert in customer-centric leadership and a noted author and speaker. The book is based on the simple idea that you need to take how you are treating customers personally if you want to elevate the experience.

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Chief Customer Officer Customer centricity Education Consulting 40

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Nikola Tesla predicts the development of Wi-Fi in a New York Times article. As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Abby Hammer , Chief Customer Officer , ChurnZero .

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Chief Customer Officer Sales SaaS Customer centricity 61

CSM Magazine

FEBRUARY 4, 2021

As a result, modern consumers now expect brands to demonstrate loyalty to them, by delivering an enhanced customer experience and meaningful interactions across all touchpoints, making effective customer communications and customer experience (CX) programmes an absolute priority for brands that wish to succeed.

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Chief Customer Officer Journey mapping Customer centricity Technology 52

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. And it will make it easier to build strong relationships and a strong culture of customer centricity. Identify the Company’s Goals 2.

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Customer Experience Metrics Feedback Employee engagement 88

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? But do we really need to keep reading article upon article and blog upon blog about how to create a customer journey map? There’s enough “how to” out there to sink a ship, but not enough about the “why.”

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Journey mapping Chief Customer Officer Surveys Consulting 40

CSM Magazine

AUGUST 22, 2019

.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. External Customer Facing Strategy : How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition?

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Customer Service Airlines Chief Customer Officer Customer centricity 40

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. And, happier agents have a better overall workplace morale, which translates into the quality of customer service. Value in Customer Satisfaction.

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Chatbots Contact Center Chief Customer Officer Benchmark 72

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now.

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Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. The importance of empathy.

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SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

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Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

APRIL 27, 2020

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. One of the most followed newsletters in the Customer Success space, it does a great job of offering you the latest customer-centric growth tips. #2 2 Keep THE CUSTOMER. by Customer Thermometer. . #4 by Diana De Jesus.

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