TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 173

Trends Customer Experience Self Service ROI 173

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Julia Ahlfeldt breaks down what it takes for an organization to truly put the customer at the center of their business.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Forrester

OCTOBER 7, 2015

In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). Now we're ready to elevate this conversation to its next level: How do B2B CX pros help their businesses find the stakeholders who matter?

B2B 40

B2B Customer Experience Professionals Customer Experience B2C 40

ShepHyken

JULY 8, 2019

If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event. 100 Of The Most Customer-Centric Companies by Blake Morgan. My Comment: It’s one thing to list 100 companies as examples of good customer experience.

Customer Service 119

Customer Service Social Media Customer Experience Professionals Customer Care 119

ijgolding

JULY 11, 2018

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. This will help to achieve your final goal: to create sustainable customer experience that when you do it right, will lead to satisfied loyal customers and growth.

Customer Experience 31

Customer Experience Customer Centricity Customer Experience Professionals B2C 31

ijgolding

SEPTEMBER 30, 2014

It was also noticeable how the number of organisations that many may never have heard of has increased, including companies in the B2B space. This is further demonstration to ALL businesses in the UK that the Customer Experience revolution has already happened!

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Dedicate a celebratory toast to your team or customers.

Case Study 137

Case Study Customer Centricity B2B Culture 137

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. Peter Lavers Customer Experience and CRM Expert. blog linkedin twitter Why? blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

InMoment XI

DECEMBER 17, 2024

Project Management Mastery Your customer experience manager will need excellent project management skills, including planning timelines and budgets end-to-end and getting personnel to stick to them. They also need to know how to purchase from vendors without using an RFP. If it doesn’t, click on the download button.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward. Product and technology are often short-lived.

CEM 138

CEM Strategy Customer Experience Banking 138

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

CRM 133

CRM B2B B2C Customer Experience Design 133

PeopleMetrics

AUGUST 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. The Champion Cycle, put simply, means that happy buyers become happy customers.

B2B 48

B2B Customer Experience How To Sales 48

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven. About Lee Roquet.

Customer Experience 111

Customer Experience Strategy Chief Customer Officer Call Center 111

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. Visions and mission statements talk about customer centricity or customer experience, but it feels like it’s mainly the powerpoints that are changing.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common? The other one.

B2C 80

B2C B2B Voice of Customer Customer Voice 80

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. She is a world-reknowned author, professional speaker and a customer experience consultant.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Visualizing these examples can help your team understand how to structure the journey map, integrate data, and highlight customer pain points.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Maru/HUB

NOVEMBER 13, 2018

Without paying attention to the crucial task of optimising the customer experience, B2C companies risk being replaced by their harder-working, more attentive competitors. But when it comes to B2B deals, we may forget that the same realities apply. In both cases, customer experience matters. Value Creation.

B2B 40

B2B Company B2C Infographics 40

ChurnZero

FEBRUARY 9, 2021

This course gives organizations a resource to plan their entire customer service program, and create maps that reflect each of the customer’s touchpoints with your company. Course Description: Customer success is a new field that goes beyond the more traditional sales, marketing, and customer support.

Course 98

Course Customer Journeys Customer Success Consulting 98

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. Early on, Natalie and her team understood the need to pivot from traditional B2B to B2C; by some estimates, 70 percent of their future growth was going to come from consumer choice options.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Totango

MARCH 8, 2022

In many of these communities, there are job boards, places for professionals to share the good and the bad of their Customer Success experiences, and fun industry extras, like a playlist called “ Churn Hurts. Gain Grow Retain is a free, open community for CS leaders from B2B SaaS companies. Gain Grow Retain.

Customer Success 122

Customer Success Guidelines Social Media Tips 122

ShepHyken

JUNE 23, 2020

There are generally four good reasons and ways to use surveys to collect customer feedback: Tracking studies utilize data from surveys to help both parties manage their relationship. These are typically used in B2B settings and should operate as a two-way street so both the business and the client receive value.

Survey 74

Survey Feedback B2B Touchpoint 74

Bob Hayes

DECEMBER 29, 2014

Your Product, Future and Employees: Three Customer Experience Pillars of Growth : In a study including six B2B companies, I found that companies need to do several things exceptionally well if they want to grow their companies. The Hidden Bias in Customer Metrics : Metrics don’t exist in a vacuum.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Oracle

AUGUST 1, 2018

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Research from Walker finds that, by 2020, a majority of B2B buying decisions will be made based on CX, not price. Learn more.

Chief Customer Officer 72

Chief Customer Officer Video Customer Experience Professionals Social Media 72

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

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away.

Customer Journeys 100

Customer Journeys B2C Customers Innovation 100

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. Learn Customer Service Secrets on the Kustomer Podcast.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

SurveySensum

JULY 9, 2021

Why is it important for CX Professionals to be empathetic? Customer experience professionals must learn empathy because they are the ones in charge of making the end-customer satisfied. And, how will they know how to make an incredible customer experience if they don’t empathize with their customers?

Social Media 98

Social Media ROI NPS Loyalty 98

Waypoint Group

APRIL 5, 2018

I’m proud to announce that Waypoint Group’s TopBox, the B2B-centric customer engagement and visualization engine, has won Temkin Group’s Vendor Excellence award. The post TopBox Wins ward for Vendor Excellence in Customer Experience appeared first on Waypoint Group. We won […].

Customer Experience 45

Customer Experience B2B Customer Experience Professionals Groups 45

Maru/HUB

FEBRUARY 19, 2018

In 2013, Walker Information published the results of a study about the emerging importance of customer experience for B2B companies. Customers 2020: The Future of B-to-B Customer Experience focused on how B2B companies should be preparing to meet changing customer expectations.

Customer Experience 40

Customer Experience B2B Customer Experience Professionals Touchpoint 40

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. I’m lucky to have some conversations with smart people all across my industry.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. The coronavirus put a monkey wrench in actual customer meetings.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? These teams are responsible for the tactical realization of value for the customer. Q&A Recap.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ClearAction

FEBRUARY 23, 2015

Acknowledge that there are a lot of things behind-the-scenes that customers think about and consult, and it’s an incomplete journey map until you’ve discovered those aspects of the customer’s experience. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77