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. Cannon mentioned that great leaders create culture that creates great customer experience. CX is about culture, not a veneer.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

InMoment XI

NOVEMBER 26, 2024

Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization. What is Customer Journey Mapping?

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Experience Investigators by 360Connext

NOVEMBER 12, 2019

We like to believe this about ourselves, our brands and our customers. You, your brand, your org structure and your customers are most likely facing many of the same CX challenges as your competitors. There are certain CX challenges all brands are facing right now in their efforts to create powerful customer experiences.

Brands 160

Brands Customer Journeys Technology Customer Experience Professionals 160

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. Winemiller calls complaints free consulting.

Sports 308

Sports Customer Experience Professionals Consulting Survey 308

CloudCherry

MARCH 19, 2018

Merely investing in a Customer Experience Management tool doesn’t suffice. When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. How can brands ensure that their CX initiatives are linked to value?

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne Bliss. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!! Shaun Smith. Andy Milligan.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

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

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Facebook branded page. Customer Service Calls.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. Blockchain, GDPR) and coordination.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

CloudCherry

SEPTEMBER 11, 2019

What brand has wowed Annette, personally? She is a Certified Customer Experience Professional (CCXP). ‘Soft Stuff’, monetary and non-monetary incentives for employees, and the role technology takes in the whole process, and you’ve got yourself one deliciously instructive cocktail. And, of course, we had to ask.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Customer experience means a plethora of different things to different people. This list goes on.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Experience Investigators by 360Connext

OCTOBER 6, 2014

This led to more sharing beyond what the brand alone could do. Creating bite size pieces of content about your customer experience helps everyone – inside and outside of your organization – understand what experience you’d like to create. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Facebook branded page. Customer Service Calls.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

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. They have experienced what it is like to be a customer of your organisation.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. A brand is no longer a marketing confection, sustained by persuasive advertising. Rather, a brand is what a brand does. It is what customers experience.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to align what feedback you gather with your Customer Experience Success Statement. Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership? Listening posts are really just a moment in time with your customer.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand. But the trend now is to look beyond one metric and embrace the mix of ways to measure the experience. So roll up your sleeves.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

MyCustomer

DECEMBER 3, 2020

Engagement The role CX professionals play in brand purpose.

Customer Experience Professionals 52

Customer Experience Professionals Brands Customer Experience Engagement 52

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Yet despite this, my opinion of their brand has not changed. Personalisation.

Report 229

Report Customer Experience Customer Centricity Fashion 229

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Customer Satisfaction Score (CSAT) is a straightforward measurement to use, most widely used in measuring a specific interaction or experience. What expectations do your customers have? .

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Storyminers

MAY 8, 2017

In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. They all use the six customer experience pillars. Some have seen their fortunes rise. Some have even stayed at elevated levels. Here’s why.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

CX Accelerator

NOVEMBER 11, 2022

Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn. CHANGE MANAGEMENT Becoming more customer-centric is a change; you are transforming the organization from one state to another. Empathy and sensitivity are the traits you would look for in a person managing an EX program.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ijgolding

OCTOBER 3, 2016

If used correctly, Customer Personas are critical in ensuring that everyone in the organisation knows WHO the different types of customer are that interact with it; and what their needs, wants and challenges are. I am immensely proud to be part of a wonderful community of committed, passionate, driven professionals.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Qualtrics

JUNE 21, 2019

The main experiences the customers evangelize are the awful and the exceptional. Merely meeting industry standards isn’t enough to earn loyalty and brand ambassadors. Finding your brand of magic can be a difficult pursuit, but once you get it right, your customers aren’t going anywhere. Watch on YouTube here.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

Experience Investigators by 360Connext

APRIL 14, 2020

Customer Journey Maps are a great resource, especially in times of change like these. Consider how you can use a journey map to understand how your customers experience your brand: To find points of friction for your customers so that you can reduce the effort for them. What are her concerns beyond your brand?

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. What would it cost to lose 10% of your customers?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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. What do your customers hate? on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

CX Journey

MAY 4, 2017

I wanted to build my personal brand, and I felt like I had a lot in my head to share with others after (at that time) a 20-year career in this CX space. And lots of amazing customer experience professionals. (I Today is my Day One. Back in 2011, I started blogging at CX Journey when I was between gigs. And clients.

Customer Journeys 171

Customer Journeys Travel Customer Experience Professionals Strategy 171

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Ensure that your site runs quickly and test repeatedly for glitches.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

CX Journey

JANUARY 20, 2015

So I started thinking about whether this was a thing for customer experience professionals. Is there something we say - inspiring, annoying, or otherwise - when we talk about the customer experience that sticks in our colleagues'' brains? Absolutely. Need some help figuring out how to achieve earworm status?

Brands 80

Brands Customer Experience Professionals Connections Customer Experience 80

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Oracle

MARCH 28, 2018

Since it depends on visibility of transferred data, this feature can be leveraged to foster trust among consumers (for example, a company-owned portal that shows all blockchain activity associated with a customer, which the customer can view any time in order to see how their business relations stand).

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience Banking 49

ShepHyken

JULY 8, 2019

(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. That’s months away.

Customer Service 121

Customer Service Social Media Customer Experience Professionals Customer Care 121

TechSee

AUGUST 14, 2023

Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox. An experienced strategist with excellent knowledge of business management, strategy, brand, and marketing.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

GetFeedback

DECEMBER 2, 2019

To determine the ROI for your business, it’s important to have a clear understanding of how much you are spending on earning and keeping your customers. But your best customers will also spend more on your brand! In one study , the strongest brand advocates spent 15% more than non-advocates.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272