Beyond Philosophy

MAY 12, 2021

For example, 94 percent said their most significant concern was understanding and acting on these changing customer behaviors. For example, one of Verint’s customers is one of the largest hardware computer companies in the world, and they use an online interactive virtual assistant system.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

Fonolo

JANUARY 14, 2020

Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Jeanne has been helping companies create deeper relationships with their customers for over 35 years. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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

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? Published on: November 08, 2017. I am going to focus on four of them here.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. Bell, author of The 9½ Principles of Innovative Service.

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

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.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ChurnZero

JANUARY 13, 2023

As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before. The post-sales customer journey will also become more intelligent as organizations accelerate their use of cutting-edge data and technologies. Rod Cherkas , CEO, HelloCCO.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

Eptica

SEPTEMBER 3, 2015

Make customer service part of the culture Creating a strong customer service culture within an organization has to start with the top management who can set an example to everyone else. Explain to people what they can do to support customer service as part of their individual job roles.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Eptica

AUGUST 19, 2020

The current pandemic has highlighted how CX impacts the bottom line – those businesses that have successfully delivered an empathetic, reassuring experience have not only retained customers but increased their loyalty. 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

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.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

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.

Chief Customer Officer 60

Chief Customer Officer SaaS Engineering Customer centricity 60

Quadient

JULY 17, 2017

Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Here are some examples of what these individuals have had to face, and how they dealt with each situation. Dealing with naysayers.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Customer Experience Marketing 52

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. Without feedback, you can’t understand customers’ perceptions and make plans to improve. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Etech

DECEMBER 10, 2017

In my last blog post, we defined what a Social Enabled Call Center is, a call center using social media platforms to effectively interact with their customers. We also looked at a couple of ways to enhance the customer experience within the Social Media call center. Lead by example and remember that attitude is everything.

Call Center 67

Call Center Chief Customer Officer Customer centricity Surveys 67

Etech

DECEMBER 3, 2017

This means the social media platforms that are used in customer service today, will continue to grow as the preference for resolving customer issues in the years ahead. The call center of the future will need to be increasingly more customer-centric via social media. So what does this mean for the call center?

Call Center 59

Call Center Chief Customer Officer Customer centricity Customer Service 59

Mindtouch

JUNE 12, 2019

The moment of purchase could be minutes with a few clicks to a couple of hours (for example, in a car dealership). However, according to Harvard Business Review , 81% of all customers attempt to take care of matters themselves before contacting a live representative. Optimizing for search is essential.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

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. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

ChurnZero

OCTOBER 13, 2023

The customer, she wrote in her book “ The Customer Revolution ,” was in charge. Businesses had to become more customer-centric. First, she advocated for a single executive leader to be charged with overseeing the post-sale teams and ensuring customers get value from a product.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

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.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Eptica

JULY 26, 2017

Yet often there is a gap between theory and practice, with companies believing they offer a great customer experience, when consumers disagree. Lead from the front Being customer-centric must come from the very top, and that means that the CEO must demonstrate that they are taking CX seriously. Here are four places to start: 1.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Customer Care Manager and Vendor Oversight, UCare. Twitter: @JeremyHyde_ I believe in finding ways to lead by example. Greg Collins. Nate Brown. Jeremy Hyde. Walk the talk.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

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

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Netomi

JANUARY 5, 2022

Our favorite content from Annette : Unified CX: Real World Examples. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. According to Abby, many customer success teams dwell with the usage of traditional methods of communication such as phone calls and emails. But there is a natural friction point in using those means of communication.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Analytics Consulting 52

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. According to Abby, many customer success teams dwell with the usage of traditional methods of communication such as phone calls and emails. But there is a natural friction point in using those means of communication.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Analytics Consulting 52

Pointillist

JUNE 5, 2019

High Performers Are More Likely to Effectively Integrate Data, Analyze Behavior and Engage Customers Across Channels “The days are long gone when companies only focused on their products and services. For example, only 26% say they use revenue as a yardstick to measure customer experience success.

Management 89

Management Analytics Chief Customer Officer Metrics 89

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.

Chief Customer Officer 40

Chief Customer Officer Customer centricity Education Consulting 40

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Lumoa

APRIL 24, 2018

For example, if they worked for the travel sector, it would make sense to ask NPS. It’s also a lagging indicator, meaning it doesn’t help teams proactively flag and address customer experience issues in real-time. Example: I recently had the interior of my house painted. I was extremely satisfied with the outcome.

Consulting 126

Consulting Consulting Metrics Feedback 126

Amity

JULY 26, 2018

Top applicants who are aware of this change will notice when a company has a broad, unspecific idea of a customer success role in their job description. Applicants will assume the company isn't truly customer-centric and hasn't defined the department well enough. 2+ years B2B customer success or related field (e.g.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

Lumoa

JUNE 22, 2021

But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer. And you realise that if you, if you don’t have a customer centric mindset, you’re never going to be able to create good experiences and this line of business good experiences is what you live from.

Customer centricity 78

Customer centricity Customer Experience Feedback Management 78

Talkdesk

OCTOBER 9, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. Creating Customers For Life. Panelists (from Left to Right): Scott Bajtos, Chief Customer Officer, VMware. Mike Zinne, VP of Customer Experience, Zendesk.

Chief Customer Officer 40

Chief Customer Officer Enterprise Customer centricity Metrics 40