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. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Annette Franz Founder and CEO, CX Journey Inc.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Like what you are reading?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer centricity Customer retention 10

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Lynn Hunsaker.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

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? Customer Centric Employee Engagement. Which came first, cowboys or saloons?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Listen to customers: It is terribly easy to become too busy to stay connected to your customers, especially in a growing company. Share stories of their success.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. Creating Customer Centricity Within the Organization.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

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.,

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Fonolo

JANUARY 14, 2020

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. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Customer Service, Customer Experience, CRM Cloud.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Customer Centric Support

MARCH 6, 2017

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. After all, happy customers and revenue are very closely related.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Disney Institute Customer Experience Summit – May 7-9, Anaheim, CA.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

Squelch

JULY 23, 2019

In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. In this way, the now-common sales automation processes sprung from the era of SaaS.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

CX Journey

FEBRUARY 5, 2015

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. And this number is only rising. Yes, it’s important.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

Vistio

MAY 28, 2022

They acquired us and I learned a ton under that organization about how to be just incredibly customer-centric in everything we do. From there, I went to yet another B2B SaaS company in healthcare and really worked in service transformation and led a lot of initiatives related to the customer experience.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

CX Journey

JANUARY 26, 2016

Image courtesy of micahb37 Is the customer and his experience ingrained in your organization's DNA? A while back, I wrote a post titled, What the Hell is Customer Experience? That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA.

Customer Experience 39

Customer Experience Chief Customer Officer Customer centricity Education 39

Amity

APRIL 25, 2016

Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. VP of Client Experience - Compellon. Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. CSM Corner.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Squelch

JULY 23, 2019

In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. In this way, the now-common sales automation processes sprung from the era of SaaS.

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

ProProfs Blog

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Chief Customer Officer 2.0.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Mindtouch

JUNE 12, 2019

Who owns these customer journeys when they traverse channels and touchpoints externally, and internally they traverse the digital team, marketing team, and customer care? Typically, marketing owns the top of the funnel through to the sale, along with all things digital. Closing the loop and keeping customers coming back.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. Dave Jackson.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Talkdesk

OCTOBER 9, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Creating Customers For Life. Mike Zinne, VP of Customer Experience, Zendesk.

Chief Customer Officer 40

Chief Customer Officer Enterprise Customer centricity Metrics 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. It’s a strategy that’s based on putting your customer first, and at the core of your business. These businesses also excel in customer-care and after-sales service.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

CSM Magazine

AUGUST 22, 2019

The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. SVP, Customer Success Group, McAfee.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

CX Journey

JULY 18, 2017

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? What does this person do?

Customer Experience 44

Customer Experience Feedback Sales Chief Customer Officer 44

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

SEPTEMBER 9, 2019

ChurnZero Announces New CCO, CMO, and VP of Sales appointments to its leadership team. . ChurnZero, a real-time Customer Success platform, announced new appointments of to its leadership team: Abby Hammer as Chief Customer Officer, Hunter Montgomery as Chief Marketing Officer, and Jason Moore as VP of Sales.

Sales 8

Sales Chief Customer Officer B2B Customer centricity 8

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Horizon CX

DECEMBER 31, 2018

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. With that in mind, I offer the following observations and insights.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21