Imagine if Every Company had a Chief Customer Officer

Beyond Philosophy

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). Today, we differentiate ourselves in new ways , the most important being how the Customer feels about their experience with you.

Top 4 Metrics Chief Customer Officers (CCOs) Must Know

ChurnZero

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. To avoid these perilous potholes and hone your focus, we asked ChurnZero’s CCO Abby Hammer about the Customer Success metrics she cares most about and why.

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Four Critical Questions Chief Customer Officers Should Ask

Sykes

As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . Question 1: How Should We Interact with Our Customers Going Forward? .

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession.

Customer Success: A CCO's Journey of Trials, Celebrations, and Everything In Between

Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting

"Customer Success” has become extremely popular in the last several years but has turned into one of those terms so varied in interpretation that it has lost meaning. Even the role of the chief customer officer - or top Customer Success executive - differs endlessly across organizations large and small. In this session, Jeb Dasteel, the former long-time chief customer officer of Oracle, will candidly discuss his views, successes, and even failures in implementing Customer Success programs in a Fortune 100 organization.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

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. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,

Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience

Kristina Evey

Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read More Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience. The post Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience appeared first on Kristina Evey

Should You Have a Chief Customer Officer or a Chief Omnichannel Officer?

Topdown

In a recent article and video for Forbes, “ The Case for a Chief Omnichannel Officer ,” Blake Morgan ( @BlakeMichelleM ) argues for the inclusion of a Chief Omnichannel Officer in the C-suite. Customer Experience

CSM from the Trenches: Mentors – Adam Kuznia, Chief Customer Officer, DataCamp

ClientSuccess

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Adam Kuznia , Chief Customer Officer. Don’t focus on making your customers happy.

Where are the UK’s Chief Customer Officers?

Eptica

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Who Owns the Customer Experience?

Contact Center Pipeline

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. Customer Experience call center CCO chief customer officer contact center corporate governance customer experience strategy CX accountability CX governance operating model

5 Top Customer Service Articles for the Week of February 11, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. It’s softening the edges that keep sales, marketing, and customer service operating in separate boxes.

5 Top Customer Service Articles For the Week of December 26, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service.

Should We Have a Chief Customer Officer?

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland culture leadership

VP Customer Experience Role for Growth

ClearAction

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. Anything mis-aligned from the top will undermine your customer experience goals.

Manage Branding by Chief Experience Officer

Sampson Lee

Article Chief Customer Officer Customer Experience Customer Loyalty Digital Marketing Editor''s Pick Think Tank On a typical summer day in Hong Kong, the weather is hot and humid with lots of sunshine.

Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience.

Report: Activating Executive Commitment to CX

Customer Experience Matters

Here’s the executive summary: Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Chief customer officer Customer experienceWe just published a Temkin Group report, Activating Executive Commitment to CX.

Earning authority as a Customer Experience Professional – the importance of professional development

ijgolding

When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].

Customer Experience + Marketing: Pro’s & Con’s

ClearAction

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

An Ambitious First 90 Days for a #CXO

CX Journey

One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days." Phase 1: Information Gathering Having a CXO is critical to success for any customer experience transformation.

Why Does Your Company Need a Customer Experience Executive?

CX Journey

Image courtesy of GMC Who needs a customer experience executive? What advice is there for future customer experience executives? One of my favorite questions was about my "Shark Tank sales pitch" about the CXO role: Why does a company need a customer experience executive? You are serving a customer, not a life sentence. chief customer officer customer experience customer-centric culture

Rise of the Customer Experience Executive

CX Journey

A customer experience leader, that is. There's an alphabet soup of letters thrown together to title the customer experience leader role, whether it's CCO, CXO, CCXO, etc. Quite simply, it's time to create memorable customer experiences!

Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX

Kristina Evey

Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a … Read More Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX. The post Episode 70 – Lynn Hunsaker Discusses Cross Collaboration for CX appeared first on Kristina Evey. Employee Experience Leadership Planning for CX Podcasting

Amazing Business Radio: Donna Peeples

ShepHyken

and Improve Customer Service. Shep Hyken speaks with Donna Peeples, a customer experience expert and Chief Customer Officer of Pypestream, a technology company offering secure mobile messaging, about how embracing change can enhance customer service and improve customer loyalty.

6 Levers For Executive Commitment to CX (Infographic)

Customer Experience Matters

CCXP3 Organizational Adoption and Accountability Chief customer officer Customer experience Executive leadership Infographic Purposeful LeadershipIn the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment.

Webinar: how trust and transparency create quality in work from home

5CA

The title makes it clear what the focus was, but I was pleased to be joined by our Chief Customer Officer Rob van Herpen, and Derek Corcoran, CEO of Scorebuddy A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’

"Follow the Leader" Featuring Shep Hyken

Call Center Weekly

What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. The third responsibility is customer advocacy.

Structure Customer Success on Delivering Strong Transformational Value

Strikedeck

Vincent Manlapaz, in an interview with Mary Poppen, Chief Customer Officer at Glint Inc, talks about the urgency and importance to building Customer Success in an organization right from the start. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

How does Customer Engagement predict Retention?

inSided

I am always quite sad when a customer is not renewing their contract. But of course—just like everyone here—we all want to renew the customer contracts we have under our belt. Customer Success

Watch Jeanne Bliss’s webinar: Build Your Customer-Driven Growth Engine

Kayako

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0:

Amazing Business Radio: Jim Iyoob

ShepHyken

What can you do to help create an effortless customer experience? Shep Hyken sits down with Jim Iyoob, the Chief Customer Officer at E-Tech Global Services , to discuss the balance between AI and human interaction and how to deliver a convenient and effortless customer experience. ?.

Dimension Data CX Report Roundtable

Peter Lavers

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. Customer analytics.

Do you know what campaigns and offers are driving your business?

Tethr

In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and Research Officer, Matt Dixon and Chief Customer Officer, Steve Trier discuss the challenges faced by today’s marketing professionals and how speech analytics solutions like Tethr can help by surfacing valuable insights from your recorded sales calls.

Do you know what makes your best sellers different?

Tethr

In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and Research Officer, Matt Dixon and Chief Customer Officer, Steve Trier discuss the challenges faced by today’s sales professionals and how speech analytics solutions like Tethr can help by surfacing valuable insights from your recorded sales calls.

Recap: How Your Direct-to-Consumer Support Team Can Sleigh the Holidays

Guru

And no one is feeling the pressure quite like customer support teams. customer supportWe all know that the holidays season isn’t just sugar plums and snowmen — especially not for direct-to-consumer brands.

Does Your Company Need a Chief Experience Officer?

Toister Performance Solutions

Customer Experience futurist, Blake Morgan, recently wrote an article for Forbes titled, " The Case Against a Chief Customer Officer." Do customer-centric companies have a CXO? Yet these companies like REI, Shake Shack, and Zendesk are all highly customer-focused.

Amazing Business Radio: Jason Bradshaw

ShepHyken

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

3 Steps to Transforming the Contact Center Agent Experience

Serenova

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. In fact, our research shows that when companies can keep agent turnover to less than 15%, they see a 26% improvement in customer ratings.