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). Become a Customer Service Expert.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

AskNicely

NOVEMBER 20, 2018

What made makes Debitsuccess an interesting study in NPS is their detailed segmentation strategy. The sheer number of transactions is so large that a customer feedback program wouldn’t make any sense without a thoughtful segmentation strategy,” Wayne Pointon, Chief Customer Officer for Transaction Services Group Australasia, told us.

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

ChurnZero

JANUARY 13, 2022

As a result, Customer Success leaders continue to increase their prominence and power within the organization. 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.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 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. Staci Satterwhite, Chief Customer Officer, Khoros. Ken Ewell, (First) Chief Customer Officer, SurveyMonkey.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

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

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." I'll be the first to admit my study is narrow, but it's a start. It's a solid point. Some do, but not all. More on that in a moment.)

Chief Customer Officer 82

Chief Customer Officer Customer centricity Advertising Government 82

Beyond Philosophy

MAY 12, 2021

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. Porte shared some of her insight on Verint’s recent study about supporting customer engagement efforts in the post-COVID era.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Numbers are the best.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. Building accountability towards customer experience – appoint a Chief Customer Officer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

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.

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

Serenova

DECEMBER 4, 2019

At the same time, it can alert a supervisor about an upset customer. are planning to add one by the end of 2020, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 global organizations. The CCO is raising visibility among executives about the value of delivering stellar customer interactions.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

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. Morgan’s blog roll is both vibrant and varied, with many revealing case studies on some of America’s most celebrated brands like Adobe, Capital One, and Ford.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Fonolo

JANUARY 14, 2020

And their mix of fun, quirky illustrations with a great UX, detailed information, and relevant case-studies make it one of our go-to resources. Top Pick: Creating a winning customer-centric marketing strategy. 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

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. We all want to win with customers. Such a loose confederation would never fly in sports! Success Factors for CX Teams.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. So, how to proceed?

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

ProProfs Blog

JUNE 30, 2020

That’s what Simon Sinek discovered when studying these leaders closely. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Books on Customer Service Culture. Goodreads Rating: 4.1/5.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. A Moxie study revealed that 72% of consumers want to be engaged by their favorite brands - and are happy to spend more if engaged.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

GetFeedback

JANUARY 19, 2020

In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. The study found that using only surveys is not a CX success driver. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Chief Customer Officer 65

Chief Customer Officer Contact Center Surveys Customer retention 65

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. Maersk: Focusing on People in B2B Customer Experience Strategy.

Customer Experience 97

Customer Experience B2B Management B2C 97

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.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. Case studies are a supportive way to help them gain positive publicity in front of a new audience while showcasing your product.

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

Answer Dash

SEPTEMBER 14, 2019

I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Journey mapping Customer centricity 52

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

Customer Experience 88

Customer Experience Chief Customer Officer Customer centricity Advertising 88

CSM Magazine

AUGUST 11, 2021

Unfortunately, many brands still are either unable or unwilling to take the proper steps to listen to the customer and therefore improve the customer experience. Jason Grier leads Reputation ‘s customer loyalty and growth initiatives as executive vice president and chief customer officer.

Chief Customer Officer 59

Chief Customer Officer Feedback Consulting Consulting 59

Nicereply

OCTOBER 8, 2019

In fact, a recent study found that companies with engaged employees outperform those without by up to 202%—there’s a benefit to giving people time to learn! One study showed that reading reduces stress by 68%. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss.

Chief Customer Officer 80

Chief Customer Officer Best practices Engineering Sales 80

ChurnZero

JANUARY 26, 2022

Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience. Liz Friscino, Managing Director, Client Success, FiscalNote.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

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

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

ChurnZero

DECEMBER 2, 2022

We wanted to make sure that there was a particular avenue for any individual contributor to ask questions and have them answered by our chief customer officer. Q: Did you know the LOE required for each CSM to maintain a customer of a specific size? Naomi: AMA stands for “ask me anything.” If yes, how did you track this?

Chief Customer Officer 98

Chief Customer Officer Enterprise Upselling Sales 98

ClearAction

JANUARY 20, 2020

.” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience. 14) Use Customer Lifetime Value. 7) Know & Respect Your CX Ecosystem. An ecosystem is a circle of life.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. So, how to proceed?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. So, how to proceed?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

ChurnZero

OCTOBER 13, 2023

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. That notion evolved into what we know today as the chief customer officer.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

JustCall

MARCH 8, 2023

Blake Morgan Customer Experience Futurist, Keynote Speaker, Author, Consultant Blake Morgan is a renowned customer experience leader and a prominent industry voice with over 15 years of experience studying customer experience. Her thought leadership in CX continues to influence and shape the industry.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Kayako

JANUARY 12, 2017

The Brands That Make Customers Feel Respected , by Charles Trevail, Manila Austin, Julie Wittes Schlack and Katrina Lerman. What are some key reasons why customers remain loyal to a product a service or an organization? How Startups Can Connect Customer Experience to Growth by John White.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79