ShepHyken

MAY 8, 2018

Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ? .” – Jeanne Bliss.

Chief Customer Officer 195

Chief Customer Officer Customer centricity Customer Experience Personalization 195

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. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. What does a Chief Customer Officer do?

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Chief Customer Officer Customer centricity Metrics Accountability 52

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Help Scout

APRIL 27, 2021

In that spirit (although I hope your power is quite stable), I started thinking about the great customer experience (CX) books I’ve read. Outside In: The Power of Putting Customers at the Center of Your Business”. Outside In ” is required reading for anyone interested in customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer B2C B2B 119

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. Offer good service."

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 88

Customer Experience Chief Customer Officer Customer centricity Advertising 88

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

Peter Lavers

DECEMBER 1, 2020

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. If there isn’t the appetite, then it may be better not to raise customer and staff expectations by activating the programme! Not Another. I Wasn’t Expecting That!

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Chief Customer Officer B2B Customer centricity Surveys 130

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Build a profitable customer experience.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

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Chief Customer Officer Customer Service Consulting Consulting 141

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

Beyond Philosophy

MAY 12, 2021

Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . We invited Nancy Porte, Vice president of Global Customer Experience Verint and vice-chair of the Customer Experience Professional Association (CXPA) board, to discuss this research on a recent podcast.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

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." Do customer-centric companies have a CXO? There are 11 customer-centric companies profiled in my book, The Service Culture Handbook , so I decided to examine them.

Chief Customer Officer 82

Chief Customer Officer Customer centricity Advertising Government 82

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.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Kayako

JANUARY 12, 2017

And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017. The Customer Delight Playbook , by Sujan Patel.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Lynn Hunsaker.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. That was my introduction into the customer experience industry.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report.

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Chief Customer Officer Benchmark B2B Analytics 100

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Report on customer service metrics to your board.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. Q&A Recap: Speakers: Abby Hammer, Chief Customer Officer, ChurnZero.

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Chief Customer Officer Customer centricity Best practices Metrics 98

Answer Dash

JUNE 27, 2018

Here are 6 most important customer service lessons I've learned during my career as a CCO in numerous enterprise ventures. You will find these lessons amazingly helpful if you are also a major in customer service industry. Leading a customer experience transformation is a lot of work! Let's begin!

Chief Customer Officer 63

Chief Customer Officer Customer Experience Customer centricity Consulting 63

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? The importance of security and GDPR to the digital customer experience.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 88

Customer Experience Metrics Feedback Analytics 88

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.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

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B2B Chief Customer Officer Benchmark Analytics 100

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. Your CX team must have skills to foster holistic customer focus across the entire organization. This is the focus of CX Day 2023 !

Customer Experience 62

Customer Experience Chief Customer Officer Finance Customer centricity 62

Amity

APRIL 25, 2016

Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. VP of Client Experience - Compellon. Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. CSM Corner.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising. Yes, it’s important.

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Chief Customer Officer Customer centricity Engineering Analytics 71

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.

Customer centricity 85

Customer centricity Customer Service Chief Customer Officer Marketing 85

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

Answer Dash

SEPTEMBER 14, 2019

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 Journey mapping Customer centricity 52