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Does Company Culture Affect Customer Satisfaction?

Satrix Solutions

DECEMBER 1, 2020

Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. Steve, what role does company culture play in companies that lead in the area of customer experience? MORE

Customer centricity Chief Customer Officer Metrics Accountability 78
>

8 Ways to Tell Whether Your CEO Supports You

Beyond Philosophy

APRIL 14, 2015

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. MORE

Chief Customer Officer Education Customer Care Consulting 256
>

Watch Jeanne Bliss’s Webinar: How to Provide Customer Service That Would “Make Mom Proud”

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. MORE

Airlines Chief Customer Officer Customer Service Coaching 51
>

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

ijgolding

JULY 9, 2018

Where does Customer Experience (CX) ‘sit’ in an organisation? 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? My book, ‘Customer What? – MORE

Marketing Chief Customer Officer Consulting Consulting 55
>

ChurnZero’s 10 Customer Success Leaders to Watch in 2019

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. Customer Success Around the Web. MORE

Chief Customer Officer SaaS Education B2C 48
>

The Customer Success Maturity Model Part 1: “Build” Capabilities (The Foundation of CS)

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. What is the ESG Customer Success Maturity Model? MORE

Benchmark Chief Customer Officer industry standards Enterprise 52
>

To Get Loyal Customers, Start with Loyal Employees

Beyond Philosophy

FEBRUARY 27, 2017

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. This is a great example of a company listening to its customers and giving them what they need and want out of a rewards program. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. Blogs Customer Experience MORE

Chief Customer Officer Airlines Morale Employee engagement 272
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Dec 24 – Customer Success Jobs

SmartKarrot

DECEMBER 24, 2020

Director, Customer Success Location: New York, NY, US(or remote in the East Region) Organization: Box As a Sr. Director of Customer Success, you will lead a team of high performing, geographically dispersed CSMs. Managing customer expectations to ensure successful outcomes are reached. MORE

Chief Customer Officer Accountability Customer retention Coaching 52
>

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. The post The Customer-First Experience: Are Brands Really Prepared to Deliver? MORE

Chief Customer Officer Contact Center Surveys Consulting 40
>

Top 10 Customer Success Newsletters

SmartKarrot

APRIL 27, 2020

A collection of some of the best newsletters to stay updated on the latest in the customer success space. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. 2 Keep THE CUSTOMER. by Customer Thermometer. 6 Enlightened Customers. MORE

Chief Customer Officer Coaching Metrics Customer centricity 56
>

Recorded Customer Success Webinar: 5 Strategies of Top Performing Customer Success Teams

ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report. Jamey Jeff, the webinar presenter, is a former Chief Customer Officer with over 20 years experience as a client services executive. MORE

Chief Customer Officer B2B SaaS Consulting 40
>

CS Career Guide: Customer Success Job Titles, Descriptions, & Salary

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Customer Success Manager. MORE

Chief Customer Officer Customer centricity Accountability Customer advocacy 56
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Senior Executives from SAP, Oracle, LinkedIn and Gainsight Join Newly-Formed Advisory Board at CSM Practice

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Members of the CSM Practice Advisory Board are some of the most respected thought leaders in the field of customer success. Customer Success Strategy MORE

Chief Customer Officer Upselling SaaS Consulting 60
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8 BIG RYG Speakers to Follow on Twitter

ChurnZero

AUGUST 25, 2020

Twitter can be a goldmine for discovering the latest Customer Success trends and strategies. Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . Ready to learn about Customer Success from the experts? MORE

Chief Customer Officer SaaS B2B Technical Support 63
>

Successful On-boarding in Contact Centers: Top Experts Reveal Secrets

CX Global Media

JULY 9, 2019

Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin. About Randy Rubingh : The author of “Call Center Rocket Science” , Randy has more than 25 years’ experience building, managing, and leading customer support organizations. MORE

Contact Center Chief Customer Officer Employee engagement outsourcing 120
>

5 Reasons Your Marketing Needs Human Evaluation

Experience Investigators by 360Connext

MARCH 8, 2018

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. 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. MORE

Marketing Journey mapping Chief Customer Officer Advertising 48
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Imagine if Every Company had a Chief Customer Officer

Beyond Philosophy

MARCH 23, 2016

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 CCO’s priority is protecting the Customer Experience, from start to finish. When a department is Siloed, they are not seeing the whole Customer Experience, but instead just their part of it (e.g., MORE

Chief Customer Officer Engineering Call Center Consulting 239
>

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. Identifying vulnerable customers so that agents can take the appropriate course of action. MORE

Call Center Best practices Finance Contact Center 211
>

Understanding the Joint Success Plan: A Tool for Outcome-Based Customer Success Management

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. MORE

Chief Customer Officer Upselling SaaS Construction 56
>

Importance of Customer Communication for Customer Success

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Ways to Communicate With Customers. MORE

Chief Customer Officer Analytics Customer centricity Enterprise 52
>

6 Customer Experience Lessons I've Learned as an Experienced CCO

Answer Dash

JUNE 27, 2018

Here are 6 most important customer service lessons I've learned during my career as a CCO in numerous enterprise ventures. You will find these lessons amazingly helpful if you are also a major in customer service industry. Leading a customer experience transformation is a lot of work! Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. MORE

Chief Customer Officer Customer Experience Customer centricity Personalization 55
>

Top 50 Customer Success Influencers 2021

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Customers are nothing but normal people like us. MORE

SaaS Chief Customer Officer B2B Coaching 87
>

50 Customer Service Experts You Should Be Following (even if you’re not on Twitter)

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. MORE

Chief Customer Officer Consulting Consulting Journey mapping 111
>

ChurnZero’s 10 Customer Success Leaders to Watch in 2021

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Staci Satterwhite, Chief Customer Officer, Khoros. Customer Success Around the Web. MORE

Chief Customer Officer Healthcare SaaS Customer centricity 83
>

Announcing the People’s Choice: TOP 100 Customer Success Strategists of 2017

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. The TOP 100 Customer Success Strategists list is frequently updated and always evolving. Outstanding Customer Success Strategists. Adam Waid , Salesforce, Director of Customer Success, @adamwaid, LinkedIn. MORE

Chief Customer Officer Education B2B Marketing 76
>

Guest Post: Top 5 Ways to Support Your Customers in 2021

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. MORE

Chief Customer Officer outsourcing Consulting Consulting 197
>

After the Consultants Leave

Taylor Reach Group

MARCH 8, 2021

The decision to engage a contact center consultant is not made lightly. We’ve found four main reasons for long-term lack of success after a consulting engagement: Lack of Knowledge. By the time of the final report, then, contact center leadership and the consultants are aligned. MORE

Consulting Consulting Chief Customer Officer Employee engagement 72
>

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

ClearAction

MAY 29, 2016

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. Executives tend to think of customer experiences as something happening at the periphery of the company. Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. MORE

Marketing Calibration Chief Customer Officer Customer Experience 60
>

ESG Partners with ChurnZero to Offer Digital Customer Success Strategy Consulting Services

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. Up to two additional hours of Digital Customer Success consulting. MORE

Consulting Consulting Chief Customer Officer Construction 63
>

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. Onboarding stage workflows for up to four customer segments. MORE

Consulting Consulting Chief Customer Officer Construction 69
>

Importance of Customer Communication for Customer Success

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Ways to Communicate With Customers. MORE

Chief Customer Officer Analytics Customer centricity Enterprise 52
>

Customer SuccessCon Berkeley 2019 Takeaways

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Customer Success Around the Web. MORE

Chief Customer Officer SaaS Metrics Education 67
>

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

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

Chief Customer Officer Enterprise Consulting Consulting 217
>

Top 20 Customer Service Blogs You Have to Read in 2020

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. MORE

Customer Service Chief Customer Officer Consulting Consulting 112
>

CX Lessons from Jeanne Bliss Part 1 – The Dorchester Hotel Collection

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. So, when taking customer service decisions, imagine your mother as your customer. MORE

Chief Customer Officer Education Customer centricity Consulting 43
>

ChurnZero’s Greatest Hits from 2020 Feat. Top 10 Blog Posts and Other Noteworthy News

ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. MORE

SaaS Upselling Chief Customer Officer APIs 56
>

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. The post The Customer-First Experience: Are Brands Really Prepared to Deliver? MORE

Chief Customer Officer Contact Center Surveys Consulting 56
>

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. The post The Customer-First Experience: Are Brands Really Prepared to Deliver? MORE

Chief Customer Officer Contact Center Surveys Consulting 40
>

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

Beyond Philosophy

MAY 31, 2016

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? While these last two important questions may never resolve, the role of employees in leveraging customer loyalty behavior is far simpler to understand. We’re not saying choose your people over your customers. Blogs Customer Experience MORE

Customer advocacy Chief Customer Officer Employee engagement Enterprise 222
>

The State of Customer Experience: 3 Important Stats You Need to Know

Answer Dash

SEPTEMBER 14, 2019

I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs. there are tons of companies that reinvent their operations to meet customer goals. MORE

Chief Customer Officer Journey mapping Customer centricity Consulting 48
>

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. MORE

Consulting Consulting Chief Customer Officer Customer Experience 106
>
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SaaS Customer retention Customer centricity Strategic Value Metrics Customer advocacy Upselling Journey mapping Coaching Sales More Related Topics >

Imagine if Every Company had a Chief Customer Officer

Beyond Philosophy

MARCH 23, 2016

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 CCO’s priority is protecting the Customer Experience, from start to finish. When a department is Siloed, they are not seeing the whole Customer Experience, but instead just their part of it (e.g.,

Chief Customer Officer 239
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Chief Customer Officer Engineering Call Center Consulting 239

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

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

Chief Customer Officer 217
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Chief Customer Officer Enterprise Consulting Consulting 217
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  • Beyond Philosophy
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After the Consultants Leave

Taylor Reach Group

MARCH 8, 2021

The decision to engage a contact center consultant is not made lightly. We’ve found four main reasons for long-term lack of success after a consulting engagement: Lack of Knowledge. By the time of the final report, then, contact center leadership and the consultants are aligned.

Consulting 72
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Consulting Consulting Chief Customer Officer Employee engagement 72

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

ClearAction

MAY 29, 2016

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. Executives tend to think of customer experiences as something happening at the periphery of the company. Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas.

Marketing 60
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Marketing Calibration Chief Customer Officer Customer Experience 60

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. Onboarding stage workflows for up to four customer segments.

Consulting 69
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Consulting Consulting Chief Customer Officer Construction 69

ESG Partners with ChurnZero to Offer Digital Customer Success Strategy Consulting Services

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. Up to two additional hours of Digital Customer Success consulting.

Consulting 63
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Consulting Consulting Chief Customer Officer Construction 63

Guest Post: Top 5 Ways to Support Your Customers in 2021

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers.

Chief Customer Officer 197
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Chief Customer Officer outsourcing Consulting Consulting 197

ChurnZero’s 10 Customer Success Leaders to Watch in 2021

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Staci Satterwhite, Chief Customer Officer, Khoros. Customer Success Around the Web.

Chief Customer Officer 83
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Chief Customer Officer Healthcare SaaS Customer centricity 83

CS Career Guide: Customer Success Job Titles, Descriptions, & Salary

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Customer Success Manager.

Chief Customer Officer 56
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Chief Customer Officer Customer centricity Accountability Customer advocacy 56

50 Customer Service Experts You Should Be Following (even if you’re not on Twitter)

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us.

Chief Customer Officer 111
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Chief Customer Officer Consulting Consulting Journey mapping 111

Senior Executives from SAP, Oracle, LinkedIn and Gainsight Join Newly-Formed Advisory Board at CSM Practice

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Members of the CSM Practice Advisory Board are some of the most respected thought leaders in the field of customer success. Customer Success Strategy

Chief Customer Officer 60
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Chief Customer Officer Upselling SaaS Consulting 60

Top 50 Customer Success Influencers 2021

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Customers are nothing but normal people like us.

SaaS 87
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SaaS Chief Customer Officer B2B Coaching 87

InformaTech

InformaTech

Guest Post: Top 5 Ways to Support Your Customers in 2021

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers.

Chief Customer Officer 197
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Chief Customer Officer outsourcing Consulting Consulting 197

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders.

Consulting 106
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Consulting Consulting Chief Customer Officer Customer Experience 106

ChurnZero’s 10 Customer Success Leaders to Watch in 2019

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. Customer Success Around the Web.

Chief Customer Officer 48
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Chief Customer Officer SaaS Education B2C 48

20 Business Leaders Share How Call Centers Can Address Increased Customer Vulnerability

Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. Identifying vulnerable customers so that agents can take the appropriate course of action.

Call Center 211
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Call Center Best practices Finance Contact Center 211

The State of Customer Experience: 3 Important Stats You Need to Know

Answer Dash

SEPTEMBER 14, 2019

I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs. there are tons of companies that reinvent their operations to meet customer goals.

Chief Customer Officer 48
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Chief Customer Officer Journey mapping Customer centricity Consulting 48

8 BIG RYG Speakers to Follow on Twitter

ChurnZero

AUGUST 25, 2020

Twitter can be a goldmine for discovering the latest Customer Success trends and strategies. Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . Ready to learn about Customer Success from the experts?

Chief Customer Officer 63
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Chief Customer Officer SaaS B2B Technical Support 63

To Get Loyal Customers, Start with Loyal Employees

Beyond Philosophy

FEBRUARY 27, 2017

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. This is a great example of a company listening to its customers and giving them what they need and want out of a rewards program. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. Blogs Customer Experience

Chief Customer Officer 272
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Chief Customer Officer Airlines Morale Employee engagement 272

The Customer Success Maturity Model Part 1: “Build” Capabilities (The Foundation of CS)

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. What is the ESG Customer Success Maturity Model?

Benchmark 52
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Benchmark Chief Customer Officer industry standards Enterprise 52

Top 10 Customer Success Newsletters

SmartKarrot

APRIL 27, 2020

A collection of some of the best newsletters to stay updated on the latest in the customer success space. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. 2 Keep THE CUSTOMER. by Customer Thermometer. 6 Enlightened Customers.

Chief Customer Officer 56
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Chief Customer Officer Coaching Metrics Customer centricity 56

Top 20 Customer Service Blogs You Have to Read in 2020

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 112
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Customer Service Chief Customer Officer Consulting Consulting 112

Does Company Culture Affect Customer Satisfaction?

Satrix Solutions

DECEMBER 1, 2020

Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. Steve, what role does company culture play in companies that lead in the area of customer experience?

Customer centricity 78
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Customer centricity Chief Customer Officer Metrics Accountability 78

Recorded Customer Success Webinar: 5 Strategies of Top Performing Customer Success Teams

ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report. Jamey Jeff, the webinar presenter, is a former Chief Customer Officer with over 20 years experience as a client services executive.

Chief Customer Officer 40
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Chief Customer Officer B2B SaaS Consulting 40

Dec 24 – Customer Success Jobs

SmartKarrot

DECEMBER 24, 2020

Director, Customer Success Location: New York, NY, US(or remote in the East Region) Organization: Box As a Sr. Director of Customer Success, you will lead a team of high performing, geographically dispersed CSMs. Managing customer expectations to ensure successful outcomes are reached.

Chief Customer Officer 52
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Chief Customer Officer Accountability Customer retention Coaching 52

8 Ways to Tell Whether Your CEO Supports You

Beyond Philosophy

APRIL 14, 2015

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.

Chief Customer Officer 256
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Chief Customer Officer Education Customer Care Consulting 256

Watch Jeanne Bliss’s Webinar: How to Provide Customer Service That Would “Make Mom Proud”

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

Airlines 51
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Airlines Chief Customer Officer Customer Service Coaching 51

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. The post The Customer-First Experience: Are Brands Really Prepared to Deliver?

Chief Customer Officer 56
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Chief Customer Officer Contact Center Surveys Consulting 56

6 Customer Experience Lessons I've Learned as an Experienced CCO

Answer Dash

JUNE 27, 2018

Here are 6 most important customer service lessons I've learned during my career as a CCO in numerous enterprise ventures. You will find these lessons amazingly helpful if you are also a major in customer service industry. Leading a customer experience transformation is a lot of work! Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.

Chief Customer Officer 55
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Chief Customer Officer Customer Experience Customer centricity Personalization 55

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

ijgolding

JULY 9, 2018

Where does Customer Experience (CX) ‘sit’ in an organisation? 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? My book, ‘Customer What? –

Marketing 55
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Marketing Chief Customer Officer Consulting Consulting 55

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

Beyond Philosophy

MAY 31, 2016

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? While these last two important questions may never resolve, the role of employees in leveraging customer loyalty behavior is far simpler to understand. We’re not saying choose your people over your customers. Blogs Customer Experience

Customer advocacy 222
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Customer advocacy Chief Customer Officer Employee engagement Enterprise 222

CX Lessons from Jeanne Bliss Part 1 – The Dorchester Hotel Collection

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. So, when taking customer service decisions, imagine your mother as your customer.

Chief Customer Officer 43
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Chief Customer Officer Education Customer centricity Consulting 43

Importance of Customer Communication for Customer Success

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Ways to Communicate With Customers.

Chief Customer Officer 52
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Chief Customer Officer Analytics Customer centricity Enterprise 52

Importance of Customer Communication for Customer Success

CSM Practice

JULY 20, 2020

The utilization of customer communication by customer success teams has never been easy. Businesses are taking quick action and coping mechanisms as they struggle to meet the well-being of their employees and their customers. Ways to Communicate With Customers.

Chief Customer Officer 52
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Chief Customer Officer Analytics Customer centricity Enterprise 52

Understanding the Joint Success Plan: A Tool for Outcome-Based Customer Success Management

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying.

Chief Customer Officer 56
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Chief Customer Officer Upselling SaaS Construction 56

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. The post The Customer-First Experience: Are Brands Really Prepared to Deliver?

Chief Customer Officer 40
More
Chief Customer Officer Contact Center Surveys Consulting 40

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

JUNE 1, 2017

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. The post The Customer-First Experience: Are Brands Really Prepared to Deliver?

Chief Customer Officer 40
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Chief Customer Officer Contact Center Surveys Consulting 40

5 Reasons Your Marketing Needs Human Evaluation

Experience Investigators by 360Connext

MARCH 8, 2018

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. 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.

Marketing 48
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Marketing Journey mapping Chief Customer Officer Advertising 48

Announcing the People’s Choice: TOP 100 Customer Success Strategists of 2017

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. The TOP 100 Customer Success Strategists list is frequently updated and always evolving. Outstanding Customer Success Strategists. Adam Waid , Salesforce, Director of Customer Success, @adamwaid, LinkedIn.

Chief Customer Officer 76
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Chief Customer Officer Education B2B Marketing 76

Customer SuccessCon Berkeley 2019 Takeaways

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Customer Success Around the Web.

Chief Customer Officer 67
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Chief Customer Officer SaaS Metrics Education 67

ChurnZero’s Greatest Hits from 2020 Feat. Top 10 Blog Posts and Other Noteworthy News

ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process.

SaaS 56
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SaaS Upselling Chief Customer Officer APIs 56

Successful On-boarding in Contact Centers: Top Experts Reveal Secrets

CX Global Media

JULY 9, 2019

Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin. About Randy Rubingh : The author of “Call Center Rocket Science” , Randy has more than 25 years’ experience building, managing, and leading customer support organizations.

Contact Center 120
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Contact Center Chief Customer Officer Employee engagement outsourcing 120
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