Peter Lavers

DECEMBER 1, 2020

Internally, there may be a culture of continually kicking off “new and shiny” CX initiatives that never seem to fully deliver (requiring, of course, another programme). If that’s the case you may need a Chief Customer Officer type role to align internal processes and initiatives with the customer journey.

Chief Customer Officer 130

Chief Customer Officer B2B Customer centricity Surveys 130

Aspect

MARCH 17, 2020

I sincerely believe that when this pandemic has run its course and we look back at this time, each of us will remember someone who made a difference; Someone who stepped up and actually solved a real problem for you. Ed Berndt, our Chief Customer Officer, will post further details around our plans.

Chief Customer Officer 124

Chief Customer Officer Airlines Banking Contact Center 124

SmartKarrot

JULY 15, 2022

It can allow CCOs to view the most important customer communication touchpoints, and create brand-specific maps. This tool also offers various courses on how users can build perfect customer journey maps , which highly caters to modern businesses that wish to elevate customer experiences consistently.

Journey mapping 10

Journey mapping Chief Customer Officer Feedback Analytics 10

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

inSided

APRIL 7, 2020

“ The leading indicators for customer retention and expansion tend to be around the level of engagement between the client and the vendor. ” — Ashvin Vaidyanatham (Chief Customer Officer at Gainsight) and Ruben Rabago (Chief Strategist at Gainsight) in their book, ‘The Customer Success Professional's Handbook.’.

Chief Customer Officer 59

Chief Customer Officer Customer retention 59

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Beyond Philosophy

APRIL 14, 2015

They aren’t aware of how the Customers feel both consciously and subconsciously about the experience is a huge influence on whether they think it’s “great,” nor do they realize how company-centered, operational processes can create negative feelings. The Chief Customer Officer has a unique position, often battling across silos.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

CSM Magazine

AUGUST 11, 2021

To this last point, results from a recent survey show that 83% of respondents believe that managing the entire customer journey, from acquisition to loyalty, is a top priority in 2021 — likely because great CX translates to customer loyalty, increased revenue and improvements in other top business objectives. About the Author.

Chief Customer Officer 59

Chief Customer Officer Feedback Consulting Consulting 59

CX Journey

JANUARY 16, 2019

To study for the exam, check out the resources listed on the site, including training providers who offer courses that teach exam content. by Fred Reichheld Answering the Ultimate Question by Dr. Laura Brooks Chief Customer Officer by Jeanne Bliss Chief Customer Officer 2.0 And, of course, I'm a CCXP.

Chief Customer Officer 39

Chief Customer Officer Customer Experience 39

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At

Call Center 345

Call Center Contact Center Finance Consulting 345

Taylor Reach Group

MARCH 8, 2021

Of course, many transformation initiatives fail. We’re happy to do this, of course, but disappointed that the roadmap we provided did not produce the results we envisioned. Sometimes, though, we get another call, perhaps a year or two later, asking for us to return because things haven’t turned out as well as hoped.

Consulting 100

Consulting Consulting Contact Center Chief Customer Officer 100

ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

Marketing 59

Marketing Chief Customer Officer Consulting Consulting 59

Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Netomi

JUNE 18, 2023

In an indication of the shift away from price focus and product focus to customer focus, the role of the Chief Customer Officer has been one of the fastest-growing. In fact, 22% of Fortune 100 companies and 10% of Fortune 500 companies now have chief customer officers 9.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

Vcaretec

JUNE 6, 2022

Join Shep’s 71,000+ followers on Twitter and subscribe to the Shepard Letter for weekly customer service tips. vcare-expert-anna-sabryan Anna Sabryan : Anna is an experienced social media and modern marketer at Oracle who blogs about the digital customer service and customer experience. Join Anna’s 28,000+ followers on Twitter.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

CSM Magazine

FEBRUARY 4, 2021

As a result, modern consumers now expect brands to demonstrate loyalty to them, by delivering an enhanced customer experience and meaningful interactions across all touchpoints, making effective customer communications and customer experience (CX) programmes an absolute priority for brands that wish to succeed.

Chief Customer Officer 52

Chief Customer Officer Journey mapping Customer centricity Technology 52

CSM Magazine

NOVEMBER 6, 2016

The answer, of course, was great customer service. The journey to customer and revenue retention. In recent years, increasing competition and the advent of new technologies have given rise to growing customer expectations, meaning the importance of customer service in business is more important than ever.

Chief Customer Officer 55

Chief Customer Officer Customer retention Customer centricity Analytics 55

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. She has developed several training development courses for all levels within the customer care operations to include supervisors, managers and workforce management.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

PeopleMetrics

MAY 24, 2018

It is also relevant for anyone who is interested in CX or wants to learn more about how customer feedback can be used to drive business results. Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

CSM Magazine

OCTOBER 13, 2020

For today’s organisations, the outbreak of Covid-19 has created an even greater need to stay open, maintain clear and consistent communication and build deeper long-lasting relationships with customers.

Customer Experience 59

Customer Experience Chief Customer Officer Customer centricity Enterprise 59

Amity

FEBRUARY 6, 2019

Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase. I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. Communication.

Management 71

Management Chief Customer Officer SaaS Accountability 71

C3Centricity

MAY 11, 2020

” However, unlike most other projects, adopting a customer first strategy will not have an end date! It should have a timeline to identify milestones, of course. But as the customer will continue to change, the actions needed will need constant adaptation. ” Customer-centricity is a journey, not a destination.

Customer centricity 77

Customer centricity Chief Customer Officer CRM Sales 77

ChurnZero

MAY 29, 2020

NRR provides the truest assessment of success with our customers. You want to retain your customers, of course. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero. But more importantly, you want to grow with them.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

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.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

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.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Leadership roles – including your directors, vice presidents, chief customer officers – have a huge influence on the effectiveness of your software adoption initiatives.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

CX Global Media

JULY 10, 2019

Jim Iyoob Chief Customer Officer??, Learn the importance of the right combination of people and software when managing agent performance and customer experience. For Lynda.com, Leslie’s author of three customer service writing courses. Senior Vice President, Global Customer Service, Travelzoo.

Contact Center 120

Contact Center Morale Coaching Analytics 120

ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

AUGUST 11, 2020

Customer Success teams are in a unique position to listen to their customers’ challenges. While you might be tempted to renew their subscription or sell them a new product, the best course of action is to empathize with their current situation and listen to what they truly need.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc.

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. The idea is that each CSM creates one play to increase the adoption of a specific feature over the course of a month.

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

Amity

JUNE 3, 2016

Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase. I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. Communication.

Management 68

Management Chief Customer Officer SaaS Accountability 68

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. You'll need either a LinkedIn Premium subscription or a Lynda account to view the full course. The relationship between staff and service level is not linear – it’s exponential. Greg Collins. Here's a 30-day trial to Lynda if you don't already have one.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56