TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. As a consultant, he guides clients who want to develop customer-focused cultures.

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SmartKarrot

FEBRUARY 21, 2022

You can consider a change agent as a catalyst who brings necessary change, i.e., a person who inspires and influences others to bring out the change in the organization. Establish customer metrics to define the relationship with the existing customers. You might also like: How to Become the Chief Customer Officer (CCO)?

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Beyond Philosophy

FEBRUARY 27, 2017

He personally visits hotels and thanks employees for their work. The company is also credited with helping employees achieve personal goals such as living abroad. If you found this interesting, you might also enjoy: Eyes on the Customer Experience Prize: Will 2016 (Finally) Be the Year of the Emotionally-Driven Employee Ambassador?

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Chief Customer Officer Airlines Morale Employee engagement 333

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." Yet these companies like REI, Shake Shack, and Zendesk are all highly customer-focused. Vice President of Customer Experience at JetBlue, oversees all customer-facing operations.

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Chief Customer Officer Customer centricity Advertising Government 85

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

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Journey mapping Chief Customer Officer Healthcare Sales 62

Toister Performance Solutions

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO). What does a Chief Customer Officer do?

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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.

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Call Center Chief Customer Officer Customer centricity Surveys 67

Answer Dash

JUNE 27, 2018

But in actuality, this is the person inside of your organization who not only gets what you’re trying to do, but can actually swing with you in the right direction to get the work done across the organization. If you don’t find that person and don’t start to “do the dance” with them initially, it will always be a challenge.

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ClientSuccess

NOVEMBER 20, 2020

Think back to the last time you or your team attended a conference or expo in person. Attendees will hear from some of the leading experts in customer experience and come away with actionable strategies to implement in their own organizations. Chief Customer Officers Conference – [link].

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Beyond Philosophy

MAY 31, 2016

Finally, because touch-points are so critical in managing the overall experience—and frequently the key source of customer delight or pain—there must be a C-suite executive accountable and responsible for executing all of the touch-point elements.

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Customer advocacy Chief Customer Officer Employee engagement Consulting 279

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. About Jeanne Bliss.

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Nicereply

FEBRUARY 25, 2020

These six trends might surprise you, but they should definitely impact the way you think about helping your customers. Personal, human service can feel like a relic of a different era where you’d shop at the local store and everyone would know your name. The Chief Customer Officer is on the rise.

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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. Looking for the Top 25 list? Click here.

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360Connext

MARCH 8, 2018

Jeannie and I share something in common: a passion for human evaluation of the customer experience. We both enjoy dissecting the moments that matter to customers and employees to truly understand what fosters a great relationship and yields professional and personal results. You’re in charge of #CX!'”

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Marketing Journey mapping Chief Customer Officer Advertising 63

Amity

JANUARY 25, 2017

Another great place to “bring together ideas, strategies, and tactics” is the Customer Success Managers in Action group and its 6,000+ active members. Here are a few other active groups: Customer Success Management. Chief Customer Officer Institute - CCOi. Customer Success. • Meetups.

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Enghouse Interactive

JULY 29, 2020

In the latest in our series of guest posts, noted customer experience author and speaker Jeanne Bliss is sharing two of the case studies from her latest book Would You Do That To Your Mother? Jeanne’s second blog looks at why the human touch is a vital part of the customer service process. They train and then trust.

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Airlines Chief Customer Officer Accountability Personalization 40

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

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SaaS Chief Customer Officer Consulting Consulting 96

Amity

SEPTEMBER 2, 2015

Who else but a devoted customer success manager spends their days helping clients adopt and increase usage of your software, minimizes growing pains and ultimately expands your business? Personal is Amity’s chief customer officer Louise Philp’s favorite customer success word.

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Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

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Customer centricity Chief Customer Officer Best practices Customer Experience 82

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

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Sales Chief Customer Officer Upselling Accountability 59

ProProfs Blog

DECEMBER 7, 2018

As consumers or business partners, when we use live chat , we have high expectations – immediate responses, knowledgeable and comprehensive answers, personalized service. The phrase “live chat” literally implies that the interaction will be quick and personal. Be you – let your personality come through. Be transparent.

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ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

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Customer retention Chief Customer Officer SaaS Accountability 97

Toister Performance Solutions

OCTOBER 26, 2017

Every person has a significant positive impact on wait times—a ripple effect far beyond the contacts they directly handle. Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Director of Customer Experience, FCR. Nate Brown.

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Schedule adherence Chief Customer Officer Coaching Contact Center 56

Mindtouch

JUNE 12, 2019

However, according to Harvard Business Review , 81% of all customers attempt to take care of matters themselves before contacting a live representative. Instead, customers are seeing videos from a competitor or third-party media source that may be using an older or different model that the customer doesn’t have.

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ProProfs Blog

JUNE 30, 2020

Develop personal brand. Navigate when office politics is on the rise. It’s nice to know that average IQ doesn’t limit a person to average performance. Chief Customer Officer 2.0. Books on Customer Service Culture. I hope you had a great time reading this blog as I had writing it for you.

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Customer Service Chief Customer Officer Customer centricity Marketing 128

CX Journey

JUNE 14, 2017

Build your personal brand Whether you're just entering this field or looking to advance your career, having a personal brand that speaks to your passion and expertise in customer experience will take you far. There are a lot of different ways you can build your personal brand. Sign up for blog newsletters.

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Help Scout

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Elevate your service teams: Include your customer service leadership at the highest levels, perhaps through a Chief Customer Officer-type role. Report on customer service metrics to your board.

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ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why? Question 3. Not job, day, revenue…LIFE.

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Nicereply

OCTOBER 8, 2019

The book is organized into micro-personal-essays, each just a few pages in length. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. Quiet introduces a number of successful introverts in non-traditional roles, such as a conference speaker or sales person.

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ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers.

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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? To remember why we do our jobs in the first place: the customer.

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Customer Experience Chief Customer Officer Customer centricity B2B 79

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

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Journey mapping Chief Customer Officer Surveys Consulting 40

ChurnZero

OCTOBER 30, 2020

“We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. We don’t know who that person is, and their experience is very different from those first individuals.”. .

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ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Customer Success starts and ends with helping others realize value. It can be exhausting to try and have a “work personality” and a “home personality.”

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CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

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SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

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Chief Customer Officer SaaS Customer centricity Best practices 10

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss. James Scott.

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