Enter the new CXO

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Keynote presented by Jeanne Bliss, Author of Chief Customer Officer, at the 2014 Customer Success Summit.

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Enter the new CXO

  1. 1. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2012.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     ENTERTHE NEW CXO! Getting Past Lip Service to Passionate Action…
  2. 2. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2012.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     Lessons Learned
  3. 3. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     Engineering, Product Develop. Sales Operations Marketing Quality Finance Supply Chain Customer Success Focus across the silos! Rather than focusing down our operation areas
  4. 4. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     FROM Delivering Our Org Chart TO Delivering a Differentiated Customer Experience Focus on OUR End Game
  5. 5. www.customerbliss.com   ©  2011.  Jeanne  Bliss  All  rights  reserved.     Advocates Desire “Who Else” Does This? Differentiated Experience Always Reliable At Priority Contacts Reliable Experience Random Experience “Experience” Companies “Every contact the consumer has, from calling a toll-free number to actually buying the product and using it, is seamlessly enjoyable.” — D. D’Alessandro, Brand Warfare
  6. 6. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     q 1995 Books q 1998 Music q 1999 Consumer Electronics, Games q 2000 Kitchen, Camera and Photo Store q 2000 Office Products q 2001 Apparel, Sporting Goods q 2003 Gourmet Foods q 2003 Health and Personal Care q 2005 High End Jewelry q 2006 Kindle Explosion q 2009 Zappos.com Reliability=GrowthEngine Build Trusted Experiences That Drive Growth
  7. 7. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     300% Revenue gained by reducing negative word-of-mouth versus improving positive ‘buzz’ Source: London School of Economics
  8. 8. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2012.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     The CCO Unites the Silos On: Customer Experience RELIABILITY Customer Experience INNOVATION
  9. 9. The 5 Competencies of Customer Experience Companies
  10. 10. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     Customer Experience Competency 1
  11. 11. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     Customer Experience Competency 2 Awareness & Research Assess & Sample Solution Development Partner & Contract Production & Delivery Service & Support Strategic Partnership
  12. 12. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     0- + Frequently An Unreliable Experience Always Reliable Experience “Peace of Mind” Inconsistent Experience … Sometimes It’s Reliable, Sometimes It’s Not Our Current Customer Experience RELIABILITY:
  13. 13. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     Do I believe and value promises they make? Are they my partner? Are their products & channel partners the only ones I want? Are they there for me to provide an experience I desire? Do they make it easy for me to do business with them? Did product delivery exceed what I expected? Has a partnership begun? Do they think of me and how I work/run my business? Do they anticipate my needs, desires and work environment in their support? Awareness & Research Education, Access, Trial Selection, Purchase Delivery, Possession Product Usage Maintenance and Service Repurchase, our Advocate Reliable “One company" Experience?
  14. 14. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     SAS Defector Pipeline Discover Evaluate Buy & Implement Use & Optimize Benefit & Grow Seek Other Options Follow up to request for information On- boarding follow up When less than x% products purchased in use Follow up to NPS detractors Follow up during/after contract experience After X no. calls to tech support Pre renewal contact: Proactive contact to review and improve customers’ business (resolve issues) Follow up to Lost Customers RESCUE customers at risk/ GROW Revenue / EMBED Relationship
  15. 15. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     #3 Customer Experience Competency 3 Awareness & Research Assess & Sample Solution Development Partner & Contract Production & Delivery Service & Support Strategic Partnership
  16. 16. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     #4 Customer Experience Competency 4 Awareness & Research Assess & Sample Solution Development Partner & Contract Production & Delivery Service & Support Strategic Partnership
  17. 17. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     Customer Experience Competency 5 Awareness & Research Assess & Sample Solution Development Partner & Contract Production & Delivery Service & Support Strategic Partnership
  18. 18. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     1.  Take Personal Ownership 2. Establish Acceptance/Role Clarity 3. Drive Regular ACXOuntability 4. Provide Political Air-Cover 5. Insist on Corporate Patience 6. Demystify the Roadmap Is Your CEO On Board?
  19. 19. Become  a  Beloved  and  Prosperous  Company   www.customerbliss.com   ©  2010.  Jeanne  Bliss  All  rights  reserved.  Jeanne@customerbliss.com    425-­‐444-­‐7654     www.customerbliss.com jeanne@customerbliss.com Reality Check Audit Customer Culture Audit

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