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.

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.,

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.

Should We Have a Chief Customer Officer?

Brad Cleveland

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

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.

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.

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.

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.

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.

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 […].

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!

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.

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

Tethr

"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.

Do you know what makes your best sellers different?

Tethr

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. ?.

Can your digital experience integrate behaviours?

Peter Lavers

I therefore define it as how humans interact with digital channels & media as part of their overall customer experience. I also think it’s important to distinguish single channel from multi-channel and omnichanel customer experience, in which the digital experience is only one factor.

To Get Loyal Customers, Start with Loyal Employees

Beyond Philosophy

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. So how does Hilton or any other company create true customer loyalty?

Travel 348

This is where you break down barriers to enhance contact centers

Call Center Coach

To tear down the barriers that are preventing you from delivering an exceptional customer experience, you can’t do it alone. Contact centers around the world face similar challenges, yet so many continue to work in silos.

Customer Centricity Masterclass with Doug Leather

Peter Lavers

Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. In this tide of change and upheaval, customers are stepping into their power and making ever-increasing demands of business.

How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Beyond Philosophy

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? We’re not saying choose your people over your customers.

8 Ways to Tell Whether Your CEO Supports You

Beyond Philosophy

Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them. Keep track of how much time is devoted to Customer issues in meetings. If you don’t see Customers there, they didn’t make the cut.

5 Reasons Your Marketing Needs Human Evaluation

360Connext

Jeannie Walters , speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Marketing plays a role in customer experience (and vice versa.).

Amazing Business Radio: Jeanne Bliss

ShepHyken

Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ? ?.

Improve CX Metrics with Cloud Communications

8x8

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information.

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. ?.

Has Marketing lost its way or is it just changing? A perspective by Bernard Page

ijgolding

Where does Customer Experience (CX) ‘sit’ in an organisation? Among other things, I am the Course Director of Customer Experience Management for the CIM (Chartered Institute of Marketing). My book, ‘Customer What? –

2019 Contact Center Conferences

VHT

CCW: Customer Contact Week – Austin, TX – Dates TBD. At this robust and informative conference, you will be able to attend master classes, interactive workshops and listen to some of the leading influencers and executives in both business and customer service.

8 Powerful Customer Experience Bloggers You Need to Watch in 2018

Fonolo

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. Customers. Not only is omnichannel customer support something to be desired; it’s in demand.

Improve CX Metrics with Cloud Communications

8x8

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 And, customer complaint metrics are markedly better as well.

Improve CX Metrics with Cloud Communications

8x8

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 And, customer complaint metrics are markedly better as well.

Digital Transformation, Healthcare and the Contact Center

Altivon

The webinar, titled “ Re-Tool the Contact Center for Better Patient Experience ”, presented an overview of issues facing the industry and its customers, as well as new technologies and best practices that can help address these issues. Lifelong Customer is No More.

Your Company Is Writing Checks That The Contact Center Can't Cash.

JM Robbins & Associates

During the past few months, your contact center has made significant strides in improving customer satisfaction, increasing employee engagement, and delivering on your key performance indicators. Is providing a good customer service experience truly an organization-wide priority?

Top Customer Experience Books You Need to Read

Fonolo

These are all great skills for any customer experience leader. You’ll be sure to obtain valuable insights from CX experts and anyone working in a customer facing role! 1) The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience.

The Social Enabled Call Center: How to Create a Social Media Call Center (Part 2)

Etech

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.

What is a Socially Enabled Call Center?

Etech

Well, to put it simply, a socially enabled call center is one that utilizes social media to effectively interact with and handle all customer service. The world of customer service is changing all the time and social media is proving to be one of the driving forces behind this change.

Speaking The Language Of CX Value

Customer Centric Support

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. Read “Chief Customer Officer 2.0”

Break Down #CX Barriers with Storytelling

CX Journey

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. there was a company that was losing employees, customers and, ultimately, money.

Quickly Fix Agent Performance on the Cheap

Toister Performance Solutions

Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Director of Customer Experience, FCR. Blog: Customer Service Life. Social Media and Customer Experience Manager, NumberBarn.

Is 2015 the Year of #CX?

CX Journey

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. customer experience

Transforming Citizen Experience

Altivon

Companies everywhere have been schooled by the likes of Starbucks and Amazon, which have radically improved customer experience and dramatically benefited financially as a consequence. Tuck is former CIO for San Diego County Technology Office. Citizens are customers.

How to Make Performance Metrics Truly Matter

Contact Center Geek

The same team members that you expect to be the voice of your company, the ones that you want to empower to deliver a better customer experience, the ones that you want to identify road blocks to good service. This article originally appeared on ICMI.