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.,

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.

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

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.

ChurnZero’s 10 Customer Success Leaders to Watch in 2019

ChurnZero

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.

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

Call Center Coach

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.

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

Kayako

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!”. As customers, we want our lives to be improved.

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

Jim Iyoob Chief Customer Officer??, Learn the importance of the right combination of people and software when managing agent performance and customer experience. Customer Success Leader, Gridspace. Jackie Morales Chief Insurance Officer, Bestow.

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

ClientSuccess

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. What should the charter be of your customer success organization?

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? –

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.).

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.

Best Tips to Improve Customer Service This Holiday Season

ProProfs Blog

And it’s time you gear up to tackle all customer queries and requests on time. Now, there are many online platforms that advice you on how to improve your customer service this holiday season. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc.

Do you have a definite customer success organization structure?

CustomerSuccessBox

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization. Should Customer Success report to Sales?

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.

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

Mindtouch

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.

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. and Chief Customer Officer 2.0.

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

Answer Dash

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!

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.

Episode 34 – Understand Customer Experience First to Disrupt for CX Changes

Kristina Evey

Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. The post Episode 34 – Understand Customer Experience First to Disrupt for CX Changes appeared first on Kristina Evey. Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes.

How to Get Your Customer Success Budget Increased

Amity

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. To scale, one needs a bigger budget.

The A-List: Customer Success

Amity

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog.

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19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers.

A Perspective and a Prospective on CX

Horizon CX

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin.

14 Articles to Help You Deliver Flawless Customer Experiences in 2017

Kayako

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?

3 Steps to Increase Your Customer Success Budget

CSM Practice

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. To scale, one needs a bigger budget.

Quickly Fix Agent Performance on the Cheap

Toister Performance Solutions

Author, speaker, consultant, Brad Cleveland Company, LLC. Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Director of Customer Experience, FCR. Blog: Customer Service Life.

10 Must-See Sessions at Customer Contact Week 2018!

Solvvy

Whether you’re trying to jumpstart a customer experience program from scratch or you’re a CX veteran looking to learn about the latest AI tools and technology, there is no shortage of information out there–the question is how do you harness it to work for you? Customer Contact Week is where that knowledge and opportunity meets you! AI, Bots and Humans – The Future Customer Journey is Here. Jim Whatton , VP Solutions Consulting, Genesys.

Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP

Pointillist

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I’ve also seen it start from HR because more and more companies are realizing that employee experience drives customer experience.

Teradata Influencer Summit Highlights

Natalie Petouhof

Key Principle #5: Consulting, Big Data Consulting, Analytics Consulting, Managed Services. Key Principle #6: Future Markets: Healthcare, Government, Innovation, People, Passion… In a digital world, where business models are changing very fast (note not everyone agrees with this or sees it) business will need real-time data to make better decisions to make the customer experience the best it can be. Tweet Herman Wimmer, Co-President kicks off the event.

Predictions for Customer Success in 2019

ChurnZero

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

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How to Get Your Customer Success Budget Increased

CSM Practice

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. To scale, one needs a bigger budget.

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ).

10 Silos Impact Customer Experience

ClearAction

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Customer Experience Data Silos Demystified.

What is Customer Experience Ecosystem?

ClearAction

What is Customer Experience Ecosystem? And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer. Penney’s case, its core customers appreciated getting good deals through discount sales.

6 Things You Can Do to Advance Your Career in the CX Profession

CX Journey

Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? The more people we can have on the customer's team, the better. Build the business case for customer experience.

Predictions for Customer Success in 2019

ChurnZero

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

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8 Customer Success Blogs Every Key Account Manager Should Read

Kapta

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. When customers succeed as a result of the services and products you provide, they’ll continue to be long-time, loyal fans of your brand. Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business.

Top 30 Customer Service Books Every Team Needs to Read

Comm100

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Experience 3.0:

Two Challenges of Customer Experience and Its Executive Buy-In

CSM Magazine

In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective. Challenge 1: Who should govern customer experience management? Who should own customer experience?