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 posted the article on LinkedIn and there was a lively discussion. Vice President of Customer Experience at JetBlue, oversees all customer-facing operations.

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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? The Customer Support Experience Of The Future , by Tom Tunguz.

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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.

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Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Customer Think.

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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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Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

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Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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ChurnZero

AUGUST 11, 2020

This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The goal of this article is to show you options and maybe trigger some thoughts or new ideas around different customer retention strategies that you can employ before the next wave hits. . #1.

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Quiq

JUNE 17, 2019

ZDnet’s recent coverage of Brinks Home Security “ Home security firm moves one in 10 customer service calls to Quiq mobile chat channel ” highlights the company’s customer-centric motivation that drove the adoption of messaging for home security. Read the full article on ZDnet. And connect they did. See a Demo Today.

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ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

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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. Though we don’t always think about customer service as a competitive differentiator, it is.

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ChurnZero

FEBRUARY 23, 2023

Give customers the confidence to use self-service resources Teach customers to fish , writes our very own Bri Adams , manager of Customer Success. That task falls to your Customer Success team. Customers that find their issues resolved quickly are prone to become huge advocates for your company.

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ChurnZero

FEBRUARY 23, 2023

Give customers the confidence to use self-service resources Teach customers to fish , writes our very own Bri Adams , manager of Customer Success. That task falls to your Customer Success team. Customers that find their issues resolved quickly are prone to become huge advocates for your company.

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Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

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Enghouse Interactive

JULY 29, 2020

If you missed Jeanne’s first blog on how the Dorchester Collection managed to increase its guest experience index by 22% you can read the full article here. As the inaugural Chief Customer Officer at Lands’ End, Coldwell Banker, Allstate and Microsoft Corporations, she led the achievement of over ninety-eight percent retention rates.

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CSM Magazine

AUGUST 22, 2019

The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. Senior Director, Customer Care, Hilton.

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SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience. There is a difference.

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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.

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SmartKarrot

MARCH 8, 2022

She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management.

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Netomi

FEBRUARY 28, 2022

“Pixalate has a reputation for being hyper focused on customer success, and I’m eager to build upon that strong foundation as we continue international expansion.”. Anastasia Zdoroviak – Director Customer Experience, DoorDash. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Amanda.

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Spearline

JULY 22, 2021

So naturally, achieving that is easier said than done, but the fact remains that satisfaction often drives more revenues than new sales”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article. The pandemic has had a major impact on Contact Centre communications,” said Hayes.

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CSM Magazine

AUGUST 11, 2021

Jason Grier leads Reputation ‘s customer loyalty and growth initiatives as executive vice president and chief customer officer. Jason is a former senior vice president of Global Support Operations and chief customer officer at McAfee, where he spent more than 10 years.

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Netomi

JANUARY 5, 2022

Flavio is the VP of Operations and Customer Support at DigiCert, Inc., You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Customer Service Leaders: Marsha Collier.

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Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof. Others require third-party tools.

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Netomi

JUNE 18, 2023

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on June 18th, 2023 Customer centricity. Customer obsession. Customer focus. What is Customer Centric Selling?

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