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GUEST BLOG: The CCO’s Checklist: 28 Actions To Take For Customer-Driven Growth
- September 13, 2019
- Posted by: CSIA Editorial Team
- Category: Guest Blogs
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Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said, of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an
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The Emergence of the Chief Customer Officer
- August 20, 2019
- Posted by: CSIA Editorial Team
- Category: CSIA Blog
In our last article we talked about the role of the Customer Service Manager, and its importance in creating and maintaining service strategies that pave the way for service excellence. In the past, the Customer Service Manager has typically reported to a Senior or C-level Marketing, Operations or Human Resources Executive, or a combination thereof.
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Customer Service That Would Make Mom Proud – Webinar with Jeanne Bliss
- June 25, 2018
- Posted by: CSIA Editorial Team
- Category: Community, Competitive research, CSIA, CSIA Blog, Employee Development, Innovation, Professional Implementation
We recently hosted a dynamic and very refreshing webinar with customer service expert Jeanne Bliss. Jeanne is one of the foremost experts on customer-focused leadership and paved the way for the role of the Chief Customer Officer. She has held customer service executive roles at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002