Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. Customer service is not a department. I hold nothing back.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

ShepHyken

OCTOBER 3, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. You do if your customers are there.

Customer Service 15

Customer Service Self Service Retail Telecommunications 15

ijgolding

MARCH 10, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. If a business has historically had a SALES focused culture – changing behaviours and mindsets is challenging.

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

ijgolding

MAY 17, 2018

Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. My book, ‘Customer What? –

Travel 164

Travel Hotels Customer Experience Feedback 164

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. Here are my top five picks from last week.

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ijgolding

MAY 23, 2016

The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success.

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center.

Customer Service 48

Customer Service Call Center Ecommerce Call Center Experience 48

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. They would regularly be experiencing what the customer experiences to enable them to understand what works and what doesn’t work.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Align the organization.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

Steve DiGioia

DECEMBER 5, 2016

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. Joseph Michelli, Ph.D.,

Industry 100

Industry Culture Metrics Hotels 100

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Rachel: She’s the Director of Customer Experience at Zuora. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

ClearAction

FEBRUARY 23, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Related articles: Voice of the Customer: Do This, Not That.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

ClearAction

FEBRUARY 26, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Related articles: Voice of the Customer: Do This, Not That.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” I wanted to visit them, ask questions and learn.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Michel Falcon Experience

OCTOBER 21, 2015

Here is a short list of great customer experience events from around the world. . The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. He serves on the BoD for the Council of Better Business Bureaus and the Society of Consumer Affairs Professionals. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

MARCH 8, 2022

Catherine Blackmore is a thought leader, influencer, and industry expert with an experience of over 20 years in the Customer Success sector. Her various books, blogs, articles, and whitepapers have helped many people understand the program, planning, and operational structure of Customer Success Organizations.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. He serves on the BoD for the Council of Better Business Bureaus and the Society of Consumer Affairs Professionals. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

FEBRUARY 15, 2022

Considering this scenario, it would be essential for companies to follow some of the leading customer service experts and learn from their experiences. This will help you stay up to date with the trends and best practices of customer service. Here is the list for you – 1. Bob Thompson. Jeanne Bliss. Jeff Toister.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251