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

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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 consistently helping his clients create a magical customer experience like Disney.

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

Experience Investigators by 360Connext

APRIL 6, 2017

So customer service expert and author Jeff Toister decided to find out: what makes them tick? What really creates a culture that always delivers great experiences for customers? Episode 014: Handling Pressure, Jeff Toister, and The Customer as Hero. This clever book explores exactly what techniques to use, step by step.

Culture 88

Culture Handbook How To Case Study 88

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. Here are some ways you can educate and empower yourself to be the customer experience champion you want to be.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Experience Investigators by 360Connext

FEBRUARY 18, 2020

A great course is focused on a single topic and a single outcome: "By the end of this course, you will be able to do this one thing better than you could before.". We've all read 200-page business books and thought "this could've been summed up in two pages." A Design Thinking Approach to Putting the Customer First by Big Think.

Course 35

Course Training Customer Journeys Customer Experience 35

ijgolding

APRIL 29, 2016

It is always a huge pleasure and often humbling for me to meet fellow Customer Experience Professionals. As well as being remarkably reassuring that I am not the only customer focused ‘nutcase’, I learn a considerable amount too! Stephen is a published author of several books in the UK and US.

Fashion 120

Fashion Social Media Retail Consulting 120

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. 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. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Hotels 100

Oracle

MARCH 11, 2020

She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). She pioneered the role of Chief Customer Officer and has held it at 5 of the world’s largest brands. Follow Jeanne Bliss on Twitter to get her latest thoughts.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

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. Governance.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Kustomer

AUGUST 26, 2022

Experience This! Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

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. They were, in effect, creating emotional pain for a customer. Having always been a customer-focused company, could they really allow technology to shift that philosophy for them?

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

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

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Journey Discovery Creates a Bridge Between Customer Behaviors and Business Outcomes.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

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

Clarabridge

JANUARY 17, 2017

What are some ways you can be sure you are looking beyond the data and results to understand customers? In his now-classic book, Why We Buy , Paco Underhill reported many times when observation was the key to understanding. Surveys and feedback mechanisms are absolutely critical to a customer-focused organization.

Analytics 40

Analytics Wireless Customer Experience Professionals Feedback 40

SurveySparrow

JANUARY 28, 2020

Unfortunately, there are a lot of CX consultants out there who will tell you that you can drive change by gathering your teams and having them imagine that they’re customers, then throwing around a few Post-it Notes and brainstorming ways to improve the experience. Talk with your customers. Great title!

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

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

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. Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management.

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). Measure Customer Value the Customer's Way.

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). Measure Customer Value the Customer's Way.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! “I So, this is the real science of customer experience. But they are marketers, they’re not customer experience professionals.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

FEBRUARY 15, 2022

He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Following him would help customer-facing executives offer contextual support, which is critical for a better customer experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services. Dave Jackson.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40