Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn. Andy Mowat , Box, Sr.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Serenova

DECEMBER 4, 2019

Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. At the same time, it can alert a supervisor about an upset customer. Performance analytics: Data and analysis that evaluates how agents are performing, using various Key Performance Indicators.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Amity

SEPTEMBER 2, 2015

It’s a high-touch business whose customer adoption professionals are committed to nurturing and growing your customer base. Customer success managers use words like coaching , adoption and guidance. Personal is Amity’s chief customer officer Louise Philp’s favorite customer success word.

Chief Customer Officer 77

Chief Customer Officer SaaS Coaching Sales 77

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CX Journey

MARCH 17, 2015

I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action.

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

Help Scout

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Elevate your service teams: Include your customer service leadership at the highest levels, perhaps through a Chief Customer Officer-type role. Report on customer service metrics to your board.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ProProfs Blog

JUNE 30, 2020

We’ve covered some of the best selling customer service books that will help you grow as a leader and work towards building better strategies for customer delight. Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

AskNicely

NOVEMBER 20, 2018

The sheer number of transactions is so large that a customer feedback program wouldn’t make any sense without a thoughtful segmentation strategy,” Wayne Pointon, Chief Customer Officer for Transaction Services Group Australasia, told us. They use this data to set employee KPIs around their scores. What happened next?

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Connect: @mikeaoki Roy Atkinson Bio:Sr. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. What’s more, the supervisors can spend more time actually coaching their agents. Contact center agents are incredibly valuable employees, given they know about products, services and customers.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

ChurnZero

MAY 15, 2024

“Being a good customer leader used to be primarily about human relationships: the emotional intelligence-driven aspects of customer work and people management on fast-growing teams,” says Abby Hammer, ChurnZero’s chief customer officer and chief product officer. 45%) Coaching and mentoring our team.

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. She has served as the Chief Customer Officer for major US brands such as Lands’ End, Coldwell Banker, Allstate, and Microsoft Corporations.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

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. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

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! You will need to be their coach because this orientation will inevitably force them to confront their own organizational challenges as they set about to retool and reorient the way their individual teams operate.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

Amity

APRIL 7, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. This allows them to coach an agent live, follow-up with them afterward on improvements, or let them know of their outstanding job! Vice President, Customer Care, Gopher Sport.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Kate Nasser. KateNasser.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Chief Customer Officer 49

Chief Customer Officer Airlines Customer Service Customer centricity 49

Contact Center Geek

MARCH 7, 2018

In her book, Chief Customer Officer 2.0 , Jeanne Bliss, wrote about the five competencies for customer-driven growth (see also [link] ). Use AHT data to tell you where to examine your coaching, processes, and training. In some cases, they can drive the opposite behavior.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

ChurnZero

JANUARY 22, 2021

Q: How do you set a future meeting date if your customer is ghosting you? A: When you’re getting ghosted multiple times, here’s the generic coaching: you either have to change the message, change the channel, or change both. Let me know when you get it.”. .

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and the number of reference-able clients.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. It’s better sooner rather than later to get a pulse on your customers. Q: How do you encourage consistency across your Customer Success team? A: Oh, I love that question.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

CustomerSuccessBox

DECEMBER 6, 2021

His love for technological innovation coupled with creativity has made him the most sought-after business outcomes and Customer Success expert globally. He is also a consultant, coach, and trainer for technology professionals across 30 countries. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. The second interview in the series is with Mary Poppen.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

CX Journey

JUNE 14, 2017

Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources. You will be a coach, a trainer, a teacher, a communicator, a salesperson, and an advocate. Educate yourself I cannot say this enough: read, read, read. Attend webinars.

Chief Customer Officer 57

Chief Customer Officer Education Consulting Consulting 57

Amity

JUNE 21, 2017

Low to medium maturity customers: These customers would be overwhelmed and confused if approached with all the sophisticated tools of the CSM Platform vendors where their basic infrastructure is not yet fully set up. They can benefit most from being coached to establish fewer, simpler metrics (i.e.,

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

Solvvy

JUNE 12, 2018

This presentation will highlight a simple and timeless approach to measuring customer service interactions. Join this session for a practical reminder and a coaching strategy for service and support teams. Janelle Sallenave , Head of Customer Support, North America, Uber. Sometimes it’s important to just reflect on the basics.

Chief Customer Officer 48

Chief Customer Officer Consulting Consulting Contact Center 48

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. We’re all like, maybe, I’m not so great. Or maybe my company wasn’t so good. But are you doing it graciously?

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

inmoment

MAY 14, 2020

It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz. In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Question #3: Do You Know Who Owns the Member Experience?

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

ChurnZero

JUNE 17, 2022

Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at. We’ve got 68 customers in onboarding right now. Again, you can use that individually with the customer in a coaching session.

Metrics 98

Metrics SaaS Surveys Self service 98

Kayako

FEBRUARY 13, 2019

You should enable their ability through coaching and call reviews to ensure they are engaging in high quality touchpoints. Turn on video when running a customer call! Understand the Customer Journey. The trick is to not map out the customer journey the way you WANT it to look but to understand the reality of the situation.

Chief Customer Officer 49

Chief Customer Officer Metrics Education SaaS 49

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. When Customer Success has feedback for Product, they should neutralize the emotion and highlight the recurring revenue that’s at stake.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 52

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . And so, what that pilot looked like is we actually onboarded the partners on to our Customer Success automation platform.

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Coaching 52