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.

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.,

Where are the UK’s Chief Customer Officers?

Eptica

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success.

5 Top Customer Service Articles for the Week of February 11, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. It’s softening the edges that keep sales, marketing, and customer service operating in separate boxes.

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. Oddly enough, some businesses still ignore the hidden costs of poor internal customer service.

Should We Have a Chief Customer Officer?

Brad Cleveland

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

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.

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.

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.

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.

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy.

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!”.

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:

"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.

Build A Customer-Oriented Culture: An Exclusive Interview with Mr. Stefan Michels, Director, Customer Service and Experience, QVC

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. How have you seen the concept of customer experience evolve in these years?

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. ?.

Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

Today, a typical customer expects a prompt response and fast service from any business. Customers are connected. Are you doing what’s necessary to use innovation and handle the educated customer? Jim Iyoob is the Chief Customer Officer for Etech Global Services.

Chatbots: The Smart Decision on Customer Service and Artificial Additives

Clarabridge

I had a long night in the transfer lounge with my many travel companions, as a very limited number of customer service agents tried to find places for a truckload (or more accurately a planeload) of passengers. 30 WITNESS ENHANCED CUSTOMER EXPERIENCE.

How to Sell Better Customer Service to Your Board

Kayako

You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it?

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.

B2C 122

Amazing Business Radio: Jason Bradshaw

ShepHyken

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

Brinks Home Security Makes Headlines with Messaging

Quiq

ZDnet’s recent coverage of Brinks Home Security “ Home security firm moves one in 10 customer service calls to Quiq mobile chat channel ” highlights the company’s customer-centric motivation that drove the adoption of messaging for home security.

Verint Speakers: The Value of Customer Experience and Using Web and Social Media Intelligence to Enhance Security

Verint

Chief Customer Office Melbourne. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. April 4-5; Melbourne, Australia.

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.

Amazing Business Radio: Jason Bradshaw

ShepHyken

Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.

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. ? ?.

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”

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.

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.

Customer Loyalty Depends on How You Orchestrate the Post-Purchase Experience

Mindtouch

It diagrams—from the company’s perspective —how customers go through the process of buying things. However, from the customer’s perspective , the loyalty loop actually looks and feels much different, especially when you consider how long your customers spend in each of these stages.

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?

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. ?.

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.

The Good Stuff on Customer Success you should be Reading

Amity

Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions.

SaaS 91

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.

10 Ways to Improve your Customer Success Strategy

Kayako

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? Are there aspects of your customer touchpoints which can be tech touch?

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.

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

Call Center Coach

Jim Iyoob Chief Customer Officer??, Etech Global Services. Learn the importance of the right combination of people and software when managing agent performance and customer experience. Customer Success Leader, Gridspace.

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.

T?he 2016 Customer Election

Teresa Allen

The fight for customers in this year's consumer election is also now totally in the hands of the disgruntled or delighted individual. So why has the landscape changed in such a profound way, and what is the message for those involved in the fight for customers? I am your customer.