ijgolding

MARCH 20, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. What is it that motivated you to advance your career in the customer experience profession?

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. 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 Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. The six steps are as follows: Step 1 – Attract. What do I mean by the ‘right employees’?

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

CX Journey

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more.

Culture 169

Culture Banking Metrics Employee Engagement 169

ECXO

JUNE 6, 2022

His book influenced all global businesses, thought leaders, and practitioners and how we perceive products, services, and experiences in our days. The Experience Economy was probably the most impactful book related to customer experience and design around the globe. Who is Joe Pine ?

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

BlueOcean

JUNE 27, 2024

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins. JeanneBliss.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Customer Bliss

MARCH 26, 2019

In my book, “ Would You Do That To Your Mother? What can you do to support your customer through your attitude, your body language, or your offer of help—even when your answer is “no”? The work is interesting, but what really drives the work is culture. How did you stop and pause?

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

Lumoa

OCTOBER 24, 2023

Customer Experience (CX) hinges upon customers’ sentiments. Happy customers are satisfied customers who will return to help your business. One surefire way to deliver happiness to customers is to create a culture of happiness within the company.

Competitive Advantage 195

Competitive Advantage Customer Experience Net Promoter Score Effort Score 195

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. It could feel lonely to be the one saying “what about the customers? Wanted to improve your brand culture.

Social Media 146

Social Media How To Culture Customer Centricity 146

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

DECEMBER 31, 2019

In some cases, organizations thought forming a Customer Experience team was the solution to the Customer Experience problem. However, it is only the first step in a broader cultural change. Prediction #4: Measurement will become a higher priority for Customer Experience professionals.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

Beyond Philosophy

OCTOBER 6, 2014

Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience. ” It is part of a broader celebration of Customer Experience Day. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

CX Journey

AUGUST 26, 2014

The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

MAY 17, 2018

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. This contributed to embedding a focus on customer experience – it became part of the organisational culture.

Travel 164

Travel Hotels Customer Experience Feedback 164

Alida

JUNE 16, 2016

Her presentation at the Summit, The Five Decisions of Beloved and Prosperous Companies , will reveal actionable tips on how companies can transcend normal business practices to be customer-centric, how culture acts as a growth engine and how brands can thrive in both good and bad times. Register for the Summit today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ShepHyken

FEBRUARY 28, 2020

He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. It was a technique that even surprised the renowned social psychologist Robert Cialdini who has written books about the psychology of influence. Want to know what that technique is?

Roadmap 127

Roadmap Sales Airlines Case Study 127

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

PeopleMetrics

APRIL 4, 2017

Not only is customer experience improvement based on a deep understanding of where interactions with customers fail to meet expectations, the ability to drive customer experience innovation can thrive only in an environment where ‘fear of failure’ isn’t part of the organizational culture.

Culture 94

Culture Customer Experience Professionals Innovation Customers 94

Experience Investigators by 360Connext

FEBRUARY 18, 2020

We've all read 200-page business books and thought "this could've been summed up in two pages." By the time you're done, you'll feel ready to begin advocating for culture-changing growth in your organization. Rule #3: A good online training isn't any longer than it needs to be. Emails come with actionable missions.

Course 35

Course Training Customer Journeys Customer Experience 35

Beyond Philosophy

DECEMBER 10, 2021

We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. Reichheld’s book is an attempt to get users back on track. Buy his book!

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Lumoa

APRIL 21, 2022

Ladies and Gentlemen, I give you … The Cost Centre Shuffle Reframe the question Bring a different outlook Solutions not problems Rewrite the Cost Centre book Walk in the shoes of others. What will make Customer Success succeed?” They help define customer journeys and emotions. Not problems, but solutions. How can I help Product?”

How To 195

How To Self Service Banking Customer Satisfaction 195

Customer Bliss

JULY 4, 2017

Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Hello and thank you for joining us today to chat with us about your experience in the CX space Nate. Check out the interview below.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

Kayako

SEPTEMBER 8, 2015

Up till now here on the Kayako blog we’ve used the terms agents, reps and customer experience professionals interchangeably when we’ve been writing about customer experience teams (across support, service and success). Some of us prefer the term rep over agent, while others prefer the word agent over rep.

Culture 120

Culture Advertising Industry Customer Experience Professionals 120

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). I initially went out and bought myself a nice looking sparkling drumkit, equipped with all the shiny cymbals and accessories possible like I’d seen other professional drummers playing on stage.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Colin is an international author of five bestselling books and an engaging keynote speaker.

Customer Experience 124

Customer Experience Customer Centricity Poor Customer Service Consulting 124

Beyond Philosophy

APRIL 9, 2018

Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. I travel a lot for my work, to all parts of the world and all different cultures. How do we get customers to talk and discover what they need?

How To 104

How To Culture Feedback Travel 104

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. is going out of cultural alignment. Constant reinforcement of the importance of customer service is key to sustaining the culture. Grant Cardone.

Industry 100

Industry Culture Metrics Hotels 100

CX Journey

SEPTEMBER 5, 2017

As customer experience professionals, we are tasked with transforming the customer experience, to reduce effort for our customers. without going the extra mile.How would you use that same approach to transform the CX professional's experience? We're trying to plan at least a month in advance.

Customer Experience Professionals 112

Customer Experience Professionals Resources Customer Experience Meeting 112

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. He has written nine books on companies like Starbucks, Zappos, Mercedes Benz, and Ritz Carlton. Getting your Customers’ Needs Met is Vital.

Hotels 104

Hotels Travel Hospitality Consulting 104