Beyond Philosophy
MARCH 23, 2016
Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you. Competition is fierce in our global economy.
Beyond Philosophy
DECEMBER 23, 2015
In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,
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Beyond Philosophy
FEBRUARY 27, 2017
In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.
ShepHyken
FEBRUARY 12, 2021
This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. By doing so, you simplify matters for the client.
Beyond Philosophy
APRIL 14, 2015
They aren’t aware of how the Customers feel both consciously and subconsciously about the experience is a huge influence on whether they think it’s “great,” nor do they realize how company-centered, operational processes can create negative feelings. The Chief Customer Officer has a unique position, often battling across silos.
Taylor Reach Group
MARCH 8, 2021
The decision to engage a contact center consultant is not made lightly. We’ve found four main reasons for long-term lack of success after a consulting engagement: Lack of Knowledge. These people are usually won over quickly, once they see the consultants are listening and working respectfully with them. By Peg Ayers.
Beyond Philosophy
MAY 31, 2016
Finally, because touch-points are so critical in managing the overall experience—and frequently the key source of customer delight or pain—there must be a C-suite executive accountable and responsible for executing all of the touch-point elements. Republished with permission from CustomerThink.com.
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