Experience Matters

OCTOBER 14, 2014

One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing. Related: The Untapped Value of Employee Engagement (Infographic) ). He discussed the company’s Immersion Program.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

ijgolding

MAY 5, 2017

The recruitment process ‘window’ is a potential point of vulnerability in terms of perception and branding of a business to the interested outside world. Customer Experience is a relatively small world, and reputations of both individual practitioners and businesses are often shared. Most obviously, there is a huge budget!

Brands 144

Brands Customer Journeys Airlines Brand Values 144

Customers That Stick

OCTOBER 6, 2014

CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is created by the Customer Experience Professional’s Association (CXPA), to which I belong. Unlocking Employee Enthusiasm for Customer Experience (Google hangout).

Customer Experience Professionals 123

Customer Experience Professionals Brand Values Strategy Communication 123

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Nothing illustrates this maturity better than the Customer Experience Professionals Association and the increasing number of Certified Customer Experience Professionals.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Outline your personas : do different customers have different needs?

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. While I was there, the agency started working with something called experience-based branding. When I look back on it, this was for me the start of customer experience.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

DCX

JULY 21, 2024

From AI revolutions to immersive retail experiences, we're exploring how leading brands are pushing the boundaries of customer engagement while keeping the human touch at the core. aiming to capture Gen Z and coffee enthusiasts seeking deeper connections with the premium brand.

Retail 52

Retail CRM Chatbots Exercises 52