TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

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Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

FEBRUARY 11, 2019

(CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.)

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Chief Customer Officer Customer Service Feedback Customer Experience 155

Nicereply

MARCH 23, 2021

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. Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title).

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Chief Customer Officer Customer Service Consulting Consulting 141

Inbenta

SEPTEMBER 11, 2020

The “Future of Customer Service” podcast features interviews of Customer Support and Service leaders to understand how things work, best practices, and the future of support. Our first episode of this new series features Mike Grace, Customer Success Manager at Cohesity.

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Chief Customer Officer Best practices Engineering Customer Support 98

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

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

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

TechSee

MARCH 7, 2023

Patricia Smith, VP of Customer Support, Hotwire Communications – Patricia was a finalist at the 2023 Stevie Awards for Customer Service, as Woman of the Year. Jeanne Bliss, CEO Customer Bliss – Jeanne Bliss guides companies to achieve business growth through leadership bravery and elevated business practices.

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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. Customer Success Vice President/Director .

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Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Jeanne has been helping companies create deeper relationships with their customers for over 35 years. Customer Think.

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Customer Service Chief Customer Officer Contact Center Call Center 136

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 54

Customer Support Chief Customer Officer Management Benchmark 54

Customer Guru

AUGUST 8, 2018

Dan is currently the General Manager at GainSight EMEA and is one of the foremost thought leaders in customer success. His deep understanding of customer success and customer support makes him one of the most sought-after CX leaders in the world. Dan Steinman Follow @dantsteinman. Dennis Snow Follow @DennisSnow.

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Customer Experience Chief Customer Officer Consulting Consulting 130

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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." Vice President of Customer Experience at JetBlue, oversees all customer-facing operations. This includes the airports, customer support, and inflight departments.

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Chief Customer Officer Customer centricity Advertising Government 82

Amity

NOVEMBER 22, 2013

Customer support and customer service have been around for decades. To win in the new era, the role of support needs to be completely refined or even newly defined. Organizations need to focus around the entire experience of the customer. And to achieve this, customer support is now customer success.

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Chief Customer Officer SaaS Metrics Customer Support 81

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

Fonolo

MAY 10, 2018

Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry. Intercom’s blog is fundamental reading if you’re keen to learn about building customer relationships, creating trust, and nurturing a healthy help center. On the agenda? The takeaway?

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Customer Experience Chief Customer Officer B2C Contact Center 113

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

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Chief Customer Officer Customer centricity Metrics Sales 97

ChurnZero

JANUARY 22, 2020

This new capability advances ChurnZero’s mission to bring Customer Success everywhere – success for your CS teams, right in your application, shared with the entire company, and for your customers. . “In Provide Customer Support teams with key user data – such as role, title, product usage and more. .

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Chief Customer Officer Customer Support Personalization Customer Experience 72

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

However, executing a customer-centric strategy doesn’t happen overnight, and it has to be guided by a well-laid out customer centric business strategy. Strategies in Optimizing Call Center Customer Support for Increased Revenue. Establishing a Customer-First Mindset without Sacrificing Efficiency.

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Call Center Customer Support Customer centricity Contact Center 56

Totango

MARCH 26, 2019

Diana Chong, Head of Customer Success, Google Cloud – Chrome, Google. Umur Kavlakoglu, VP Customer Success, Data Intensity. Eugene Trautwein, VP of Customer Support, Commvault. Aron Lanclos, Director of WW Customer Support, Commvault. Peter Storer, Chief Revenue Officer, Avero.

Chief Customer Officer 15

Chief Customer Officer Customer centricity Enterprise Best practices 15

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Though we don’t always think about customer service as a competitive differentiator, it is.

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ChurnZero

JANUARY 13, 2023

Conversely, there are a lot of customer support, onboarding and other post-sales roles available that could be rebranded with responsibilities augmented in order to fit into the way we think about customer success as a profession. The role of chief customer officer moves into the limelight.

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Chief Customer Officer Sales SaaS Customer centricity 98

ProProfs Blog

DECEMBER 7, 2018

Prompt follow ups and personalized conversation based on purchase history can help you improve customer service effectively. Kedar Naik Founder and Chief Customer Officer CXP Solutions, Australia. Understand your customers – find out why and how customers use your products and services. Tweet this.

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Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

CX Global Media

JULY 9, 2019

Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin. EXPERT SESSION – Lowering Training and Attrition Costs through Effective On-boarding. Randy Rubingh ??Chief Call center attrition rates are 40-100%.

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Contact Center Chief Customer Officer Employee engagement Call Center 120

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? The Customer Support Experience Of The Future , by Tom Tunguz.

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Customer Experience Chief Customer Officer Customer centricity B2B 98

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Chief Customer Officer 59

Chief Customer Officer Construction Surveys Customer Support 59

Vcaretec

JUNE 6, 2022

As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers. Connect: @cx_jodi Jeanne Bliss Bio: Jeanne has led Customer Experience for five major U.S.

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Customer Care Chief Customer Officer CRM Wireless 98

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. While at McAfee, Jason built a reputation as an industry leader in customer support and operations.

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Surveys Chief Customer Officer Feedback Customer emotions 59

ChurnZero

MAY 19, 2021

“It gives us great pleasure to be recognized as top tier choice in GetApp’s Customer Experience category, ” says ChurnZero’s Chief Customer Officer, Abby Hammer. Category Leaders for Customer Experience Software is available here.

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Chief Customer Officer Customer Experience Engineering Feedback 59

Talkdesk

APRIL 3, 2020

The sudden shift to remote work has created complex challenges for customer experience leaders, especially those who still rely on on-premises contact center technology. A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace.

Chief Customer Officer 58

Chief Customer Officer B2C Government Contact Center 58

Guru

OCTOBER 8, 2019

And no one is feeling the pressure quite like customer support teams. Order volumes are high, seasonal policies and promotions are plentiful, and over 40% of revenue is on the line.

Chief Customer Officer 48

Chief Customer Officer Customer Support Management 48

CustomerSuccessBox

MARCH 2, 2022

Some years earlier we didn’t even know what Customer Success (CS) was and neither about the salaries in Customer Success but were well aware of what customer support is. There is a clear differentiator between these two and customer success is evolving ever since. Chief customer officer.

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Chief Customer Officer Enterprise SaaS Metrics 52

ChurnZero

AUGUST 11, 2020

According to Will, this specific type of role playing helped CSMs develop stronger and deeper relationships with their customers. It’s also built a new level of trust and respect between the customer and the CSM. . #2. Update Customer Knowledge Bases. Get a 360-Degree View of Your Customers .

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Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

CSM Magazine

AUGUST 11, 2021

Jason Grier leads Reputation ‘s customer loyalty and growth initiatives as executive vice president and chief customer officer. Jason is a former senior vice president of Global Support Operations and chief customer officer at McAfee, where he spent more than 10 years.

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Chief Customer Officer Feedback Consulting Consulting 59

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. By Patricia Ballantyne.

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