CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one. Go big on customer retention.

Chief Customer Officer 52

Chief Customer Officer Customer Service Metrics Customer retention 52

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. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

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. Firms today should focus on providing top-notch service.

Chief Customer Officer 273

Chief Customer Officer Call Center Consulting Consulting 273

Beyond Philosophy

OCTOBER 21, 2021

Enter, Alex Mead , Chief Customer Service Experience Officer. Mead has been extoling a number of controversial views on Customer Experience and the problems we face. I recommend reading some of Mead’s posts, even though he often disparages Customer Experience Influencers.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

TechSee

MARCH 7, 2023

With a proven track record for designing and executing complex business strategies, she has achieved corporate objectives in engineering, operations, and customer service. Patricia Smith, VP of Customer Support, Hotwire Communications – Patricia was a finalist at the 2023 Stevie Awards for Customer Service, as Woman of the Year.

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Chief Customer Officer Contact Center Telecommunications Finance 207

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

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 Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

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. Should the CMO oversee customer experience?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer centricity Customer retention 10

ProProfs Blog

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Selling to the right type of customers makes everything better. Selling to the right type of customers makes everything better.

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

JustCall

MARCH 8, 2023

Diane Magers Founder and Chief Experience Officer at Experience Catalysts Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing. She is the Chief Customer Officer at Gainsight and is responsible for leading the post-sales organization.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. This also means that, with a little strategic planning and creative thinking, businesses can leverage their email marketing to increase brand loyalty and keep customers. Here are my top five picks from last week.

Customer Service 34

Customer Service Chief Customer Officer Automotive Wait times 34

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. I hold nothing back.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Beyond Philosophy

APRIL 14, 2015

However, if you can convince the CEO his or her responsibilities are part of what affects the Customer’s Experience, it will weave into the culture of the organization and the decisions the CEO makes for it. Keep track of how much time is devoted to Customer issues in meetings.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

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

CSM Magazine

AUGUST 30, 2023

. “Avaya carefully chooses partners based upon their innovation and ingenuity − adding the perfect elements and expertise to complete our solutions,” said John Lindsley, Vice President of North America Channel Sales, Avaya. “The State, Local, and Education sectors face unique challenges. .

Chief Customer Officer 52

Chief Customer Officer Education Government Consulting 52

ChurnZero

DECEMBER 20, 2021

Current customer health score trends to know about. Speaker: Irit Eizips, Chief Customer Officer & CEO, CSM Practice. Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth. Customer Success Around the Web.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

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

Toister Performance Solutions

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO). What does a Chief Customer Officer do?

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

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

Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn. David Cancel , Drift, CEO, @dcancel, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Beyond Philosophy

MAY 31, 2016

Gwinner of Kansas State University—have found that employee behavior and advocacy—regardless of the employee’s level of satisfaction—have a direct and profound relationship to the behavior of customers, and also to corporate sales and profitability.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Customer Guru

AUGUST 8, 2018

He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek is internationally renowned for his expertise as a keynote speaker, customer service expert, and front-line trainer.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Why does this drive growth?

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

CSM Magazine

AUGUST 22, 2019

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. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Does it cost you when you reduce value to customers?

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ChurnZero

JANUARY 26, 2022

From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why. What does the data show about common reasons customers churn? Guided walkthrough product tours.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Fonolo

MAY 10, 2018

With career credits like Microsoft and Lands’ End under her belt, Bliss “pioneered the role of the Chief Customer Officer” and, with her understanding of enriching customer loyalty and growth, is now a celebrated keynote speaker, author, and even a podcaster (Check out the Human Duct Tape show here ). Intercom.com .

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. Michael Stahl is the chief marketing officer of SERVPRO.

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Call Center Contact Center Finance Consulting 345

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

ChurnZero

DECEMBER 20, 2021

Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth. And as always you can check out the rest of our on-demand webinar content in our Customer Success Resource Library on our website.

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Recognize that customer churn is a lagging indicator.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

CX Global Media

JULY 9, 2019

Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin. An author and a frequent international speaker on customer service, contact centers, cx, operational transformation, CRM, sales, and team building.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120