Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. Chip Bell Follow @ChipRBell. ”, and “Would You Do That To Your Mother?” ” 29.

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Customer Experience Chief Customer Officer Consulting Consulting 130

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

Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn.

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Chief Customer Officer Education Consulting Consulting 91

ProProfs Blog

DECEMBER 7, 2018

Continually acknowledge you are present. 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. Don’t ask your staff members, ask your actual customers.

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Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

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SaaS Chief Customer Officer Consulting Consulting 96

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. The Human Duct Tape Show Podcast.

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Chief Customer Officer SaaS Education Best practices 70

CX Journey

MARCH 17, 2015

I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action.

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Metrics Chief Customer Officer Coaching Feedback 77

ChurnZero

AUGUST 25, 2020

She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture. Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . .

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Chief Customer Officer SaaS B2B Technical Support 69

Taylor Reach Group

MARCH 8, 2021

When we present our findings to senior leadership, they are always enthused about the depth and detail we provide, and they are anxious to move forward. All are optimistic as we conclude our engagement. We always provide justification that shows the benefit of each investment. Lack of Engagement.

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Consulting Consulting Contact Center Chief Customer Officer 100

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

Calabrio

JUNE 1, 2017

The study also uncovered tension around who owns the customer, and 30 percent of respondents noted a key hurdle is the confusion around the responsibility for the customer experience.

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Chief Customer Officer Contact Center Surveys Customer retention 65

Answer Dash

JUNE 27, 2018

If you’re talking about a great thing that occurred from somebody’s suggestion, let them present it. Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. I typically call this, “checking your ego at the door”.

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Chief Customer Officer Customer Experience Customer centricity Consulting 63

CSM Magazine

JULY 24, 2020

Fidaa Chaar, Chief Operations and Customer Officer, Societe Generale. Antreas Athanassopoulos, Chief Customer Officer, Dixons Carphone. Stephanie Waismann, Chief Customer Officer , Barclays Ventures. Carlo Nadella, Chief Customer Officer, Telecom Italia.

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Chief Customer Officer Customer Service Technology Customer Experience 40

Amity

APRIL 7, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

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Chief Customer Officer Metrics Consulting Consulting 67

Talkdesk

APRIL 3, 2020

Customer support operations that still rely on on-premises solutions represent a health hazard to employees by using desktop technology and not allowing agents to be in the safety of their homes. In addition, they do not present sufficient flexibility and scalability for the kind of support demand that the world is currently facing.

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Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Connect: @mikeaoki Roy Atkinson Bio:Sr. Tweets are my own.

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Customer Care Chief Customer Officer CRM Wireless 98

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) 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.

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Chief Customer Officer Analytics Contact Center Coaching 52

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. .

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Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success.

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Chief Customer Officer SaaS B2B Analytics 52

ChurnZero

FEBRUARY 11, 2022

Tell a story using direct customer input. This article is adapted from a session presented by Michael Harnum, CEO of ESG at BIG RYG Virtual, ChurnZero’s online customer success conference. But Michael finds many customer success leaders default to playing defense. “I Make a recommendation. Let’s get started.

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Chief Customer Officer Education Customer retention Enterprise 98

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

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Customer Support Chief Customer Officer Management Benchmark 54

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! To me, this entire scenario has relevance for every organization, and none more than Customer Success. There has been a lot of industry buzz in the rise in prevalence of the Chief Customer Officer (CCO).

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Chief Customer Officer Customer centricity Journey mapping Coaching 52

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and the number of reference-able clients.

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Chief Customer Officer Metrics Accountability Consulting 56

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. Hybrid customer service. Tip #1: Don’t worry if it doesn’t scale. However, that’s not the case.

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ClearAction

JANUARY 14, 2015

The B2B study indicates that the following basics are the keys to financial and customer experience success : Coordination among managers of CXM methods. Presentation of customer survey results to all employees. Calculation of customer lifetime value. Maersk: Focusing on People in B2B Customer Experience Strategy.

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Customer Experience B2B Management B2C 97

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. RachardRShapiro. Annette Franz. annettefranz.

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Customer Service Chief Customer Officer Customer centricity Scripts 0

Eptica

JUNE 17, 2016

One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. In this post I’m going to talk about each of them based on Eptica’s own experiences of working with customers across the world.

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ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report.

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Chief Customer Officer B2B SaaS Consulting 40

ClearAction

MAY 26, 2023

For specific recommendations, see my presentation from last week’s United States Customer Experience Awards’ CX Trend Talks. You’ll hear how to guide brand essence and unserved, underserved, and overserved customer growth. Get a sounding board for work you have underway.

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Chief Customer Officer Enterprise Big data Customer centricity 62

Netomi

JANUARY 5, 2022

Bill is an award-winning speaker, blogger, and writer in the areas of customer service for front-line associates and leadership for managers. Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A

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Customer Experience Customer Service Consulting Consulting 98

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

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Customer Support Chief Customer Officer Management Benchmark 48

Altivon

MAY 31, 2020

Our Chief Customer Officer Frank Tersigni recently visited with Jim Burton on the BC Strategies podcast. This predictive engagement gives customers an enhanced experience by presenting highly relevant offers. The conversation was wide ranging and well worth the listen. Listen to the full podcast here.

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Chief Customer Officer Cloud contact contact center solutions Contact Center 52

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Twitter: @greg_p_collins Highlight an Agent for great service at your next team meeting, presenting them a funny trophy for their desk (think old bowling trophy from Goodwill). Greg Collins.

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Schedule adherence Chief Customer Officer Coaching Contact Center 56

ClearAction

JULY 28, 2023

Your CX team must have skills to foster holistic customer focus across the entire organization. They need to speak the language of different functional areas in customer experience reports, presentations, and conversations.

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Customer Experience Chief Customer Officer Finance Customer centricity 62

CX Journey

OCTOBER 3, 2017

Rowling As you begin your journey, it's going to be important to tell a story about the company, its employees, and its customers: past, present, and future. Paint a picture that connects the employees to yours customers and, ultimately, to a profitable, solvent organization. But, one day. Because of that. Because of that.

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Chief Customer Officer Morale Transportation Customer centricity 50

Nicereply

OCTOBER 8, 2019

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. When asked how their customer service measures up, 71% of business leaders think they provide better customer service than their competitors.

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Chief Customer Officer Best practices Engineering Sales 80

Altivon

SEPTEMBER 28, 2017

The webinar, titled “ Re-Tool the Contact Center for Better Patient Experience ”, presented an overview of issues facing the industry and its customers, as well as new technologies and best practices that can help address these issues. Leading off the program was Altivon’s own Frank Tersigni, Chief Customer Officer.

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Healthcare Contact Center Chief Customer Officer Multi-channel support 40