Beyond Philosophy

MAY 31, 2016

Whether the “touch” is by paper, by a human being or by electronic or mobile means, organizations must offer consistent, seamless and positive experiences for customers. Service, especially, is often a major differentiator and lever for either customer advocacy or, if done grudgingly or poorly, customer defection.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Call Center Weekly

NOVEMBER 29, 2017

What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. When it comes to the culture, either the company is completely customer focused or it’s not.

Chief Customer Officer 149

Chief Customer Officer Customer advocacy Feedback Customer Service 149

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

ChurnZero

DECEMBER 2, 2021

It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Amy Manning , VP of Customer Success, LawGeex. Jessica Jurmann , Director of Customer Success, G2. Watch the session: Customer Advocacy as a Growth Engine. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61