ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

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Chief Customer Officer Telecommunications Feedback Marketing 249

Beyond Philosophy

APRIL 14, 2015

Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Consulting 310

ShepHyken

DECEMBER 26, 2016

This article looks at the internal customer and the process behind delivering better internal service. As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

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. The traits needed in a chief customer officer.

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Chief Customer Officer Customer centricity Metrics Accountability 52

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How is a Customer Success Team Structured? Plus, it’s free!

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Chief Customer Officer Coaching Accountability Surveys 127

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.

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Chief Customer Officer Customer advocacy Feedback Customer Service 149

ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chief customer officer is usually responsible for everything that happens post-sale.

Chief Customer Officer 52

Chief Customer Officer SaaS Self service Sales 52

ChurnZero

MAY 29, 2020

Use this essential resource (filled with realistic examples) to learn the SaaS definitions, metrics, and formulas that every Customer Success professional needs to know. Customer Success Around the Web. Learn how to prevent customer churn as part of the lifecycle. . Master Lifecycle Marketing Today.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.

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Chief Customer Officer Customer centricity Best practices Customer retention 56

ShepHyken

NOVEMBER 29, 2022

Creating Amazing Experiences that Make Customers Come Back (Again and Again) . Shep Hyken interviews Dominic Constandi, client services and customer success leader and Chief Customer Officer at ZoomInfo. First impressions are Moments of Truth that set the tone for the customer’s journey. ” .

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Chief Customer Officer Airlines Customer Service Customer Experience 33

Sykes

APRIL 29, 2020

Here are four key questions a Chief Customer Officer (CCO) should seek answers to in the face of continuing disruption. . Question 1: How Should We Interact with Our Customers Going Forward? . We suggest the CCO consider how to diversify contact channels forever.

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

Sykes

APRIL 29, 2020

Here are four key questions a Chief Customer Officer (CCO) should seek answers to in the face of continuing disruption. . Question 1: How Should We Interact with Our Customers Going Forward? . We suggest the CCO consider how to diversify contact channels forever.

Chief Customer Officer 52

Chief Customer Officer outsourcing Self service Contact Center 52

ShepHyken

NOVEMBER 16, 2018

This pattern isn’t going to change since presently kids as youthful as 5 years know how to work a smartphone. I trust the declaration “ Customer is the King ” has never been experienced by organizations like in this information technology era. Jim Iyoob is the Chief Customer Officer for Etech Global Services.

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Technology Chief Customer Officer Education Big data 253

ShepHyken

MAY 8, 2018

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. ? ?. Shep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother?

Chief Customer Officer 195

Chief Customer Officer Customer centricity Customer Experience Personalization 195

Beyond Philosophy

OCTOBER 21, 2021

It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Maybe I should have watched a how-to video on debates.). Few companies have a Chief Customer Officer.

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Chief Customer Officer Contact Center CRM Call Center 195

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 153

Help Scout

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Learn how Help Scout aligns sales and support. Elevate your service teams: Include your customer service leadership at the highest levels, perhaps through a Chief Customer Officer-type role.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ShepHyken

JULY 17, 2018

What can you do to help create an effortless customer experience? Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services , to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience. ?.

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Chief Customer Officer Customer Experience Marketing Technology 120

Peter Lavers

JULY 7, 2015

Doug asserts that “building sustainable competitive advantage requires you to review your business models to ensure that the customer is central to its design”. The teams discussed: How to learn and implement faster in the new environment? How “cost to replace” a good customer should be a currency in business.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Chief Customer Officer 40

Chief Customer Officer Best practices SaaS Metrics 40

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Show them how easy it can be to allow someone to access the wrong information.

Call Center 345

Call Center Contact Center Finance Consulting 345

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

Kayako

AUGUST 7, 2015

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: You can watch it now.

Engineering 84

Engineering Chief Customer Officer Accountability Customer Experience 84

Inbenta

SEPTEMBER 11, 2020

The podcast is specifically designed for Directors, Vice Presidents, CEOs, Support Leaders, Support Engineers and Chief Customer Officers. Our first episode of this new series features Mike Grace, Customer Success Manager at Cohesity. WATCH THE PODCAST.

Chief Customer Officer 98

Chief Customer Officer Best practices Engineering Customer Support 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.

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Chief Customer Officer Healthcare Customer centricity Customer retention 98

Nicereply

MARCH 23, 2021

Sarah Betts – All around wonderful person and support human at Olark, Sarah writes about her considerable experience helping customers on the Olark Blog. Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title). Here, I explain how to approach it.

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Chief Customer Officer Customer Service Consulting Consulting 141

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

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 .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Peter Lavers

DECEMBER 1, 2020

If that’s the case you may need a Chief Customer Officer type role to align internal processes and initiatives with the customer journey. Please get in touch if you would like to find out more about how to get better at co-creating trust-based B2B relationships for mutual value. I Wasn’t Expecting That!

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Chief Customer Officer B2B Customer centricity Surveys 130

ShepHyken

OCTOBER 23, 2018

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Chief Customer Officer 120

Chief Customer Officer Telecommunications Feedback Marketing 120

ChurnZero

FEBRUARY 17, 2022

Now, let’s dig into why this happens, particularly with CSMs and Customer Success software, and how you can break down adoption barriers from the perspective of both a CSM and a Customer Success leader. The CSM perspective: how to encourage the adoption of Customer Success software. Don’t be that business.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. Agent applications help them provide a better experience for customers, while also delivering important analytics data on their own performance. Chief Customer Officers have been laser-focused on analytics.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

Beyond Philosophy

MAY 12, 2021

Three out of five of the top priorities of organizations were related to customer engagement, which is great for organizations. However, the challenges in meeting customer expectations and changes in the workforce confuse organizations. Organizations can understand the customer better and react faster to what they need.

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Chief Customer Officer Analytics Technology Surveys 221

Etech

DECEMBER 10, 2017

This blog was written by Etech’s Jim Iyoob, Chief Customer Officer. If you would like to learn more about Etech and how to develop a socially enabled call center, please contact us at info@etechgs.com. Google+ or Facebook then it’s time to make your call center a Socially Enabled call center.

Call Center 67

Call Center Chief Customer Officer Customer centricity Surveys 67

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Today we are talking about your business and how to achieve success with your existing customers. Take it to the next level!

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Surveys Personalization Chief Customer Officer Customer centricity 98