Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Beyond Philosophy

MAY 31, 2016

Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years. Whether the “touch” is by paper, by a human being or by electronic or mobile means, organizations must offer consistent, seamless and positive experiences for customers. Customer Centric Employee Engagement.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

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. Here in the first of two guest posts she shares inspirational case studies from her latest book Would You Do That To Your Mother? About Jeanne Bliss.

Chief Customer Officer 40

Chief Customer Officer Customer centricity Education Consulting 40

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

Eptica

JULY 26, 2017

Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. ” Given the direct link that has been made between customer experience and improved profitability , it is no surprise that CEOs feel this way. Here are four places to start: 1.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

ClearAction

JUNE 8, 2015

While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. A study by ClearAction shows that coordination among managers of various aspects of CX is one of six success factors for holistic CX management and strong business results.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Kayako

JANUARY 12, 2017

There’s been a lot of development around the customer support world this past year with more blogs, conferences, podcasts and consultancies popping up everywhere. How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. Strategies in Optimizing Call Center Customer Support for Increased Revenue.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. 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. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

Taylor Reach Group

APRIL 25, 2018

Our laser focused AI Briefing is a great opportunity to discuss how AI powered bots and AI–virtual/assisted human agents are impacting service strategies with other care leaders that are looking to maximize their strategy or implement it. Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? Published on: November 08, 2017. I am going to focus on four of them here.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. Controlling Touchpoints Model.

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. Staci Satterwhite, Chief Customer Officer, Khoros. Ken Ewell, (First) Chief Customer Officer, SurveyMonkey.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

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

Chief Customer Officer 49

Chief Customer Officer Airlines Customer Service Personalization 49

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

GetFeedback

JANUARY 19, 2020

In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. The study found that using only surveys is not a CX success driver. Customer service agent notes and messages. In many journeys, there will be multiple ways for the customers to interact at each touchpoint.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. The biggest challenge is aligning the organization towards the goal of customer centricity.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Branch Mesenger

MAY 29, 2018

Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. The importance of empathy.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Value in Customer Satisfaction.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

Lumoa

APRIL 24, 2018

It’s also a lagging indicator, meaning it doesn’t help teams proactively flag and address customer experience issues in real-time. All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights. linkedin Why?

Consulting 135

Consulting Consulting Metrics Feedback 135