ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience. Happy customers. =.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Make a customer, not a sale.”

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

CX Journey

MAY 24, 2017

If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they expect. Employees are critical to the customer experience, which is critical to the success of the business.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

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. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ijgolding

MARCH 10, 2016

I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. If a business has historically had a SALES focused culture – changing behaviours and mindsets is challenging. Last week I judged the inaugural Gulf Customer Experience Awards in Dubai.

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

FEBRUARY 18, 2020

But if you're ready to take some time each day to take action in making your organization more customer-focused for everyone's benefit, this is a great free resource. My Favorite Sort-of-Free Customer Experience Courses: What the heck does Sort-of-Free mean? Visit the Course. Visit the Course.

Course 35

Course Training Customer Journeys Customer Experience 35

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. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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! Over 25 years in total.

Fashion 120

Fashion Social Media Retail Consulting 120

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

APRIL 8, 2019

To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes.

Customer Service 108

Customer Service Hotels Hospitality Government 108

Bill Quiseng

MARCH 7, 2016

I am going to be watching from afar to see how this move bodes for this big brand. Will this move continue to put them at the top of highly regarded brands for service or will it wreck it? Some brands seem to have mastered the social media customer service puzzle. Chief Customer Fanatic and Founder, Customer Fanatix.

Social Media 60

Social Media Brands Customer Service B2C 60

CX Journey

APRIL 25, 2018

Image courtesy of Pixabay Today's post was originally written for Brand Quarterly. Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? It appeared in their November 28, 2017, issue. It has been slightly modified.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

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

CX Journey

FEBRUARY 5, 2019

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. Align the organization.

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Exercises 88

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s find out what the field professionals actually experience. What are, in your opinion, the top challenges in customer experience that companies should be aware of now?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. A quick synopsis of her presentation: Customer Experience leaders are responsible for proactively enabling and embedding customer-focused decision making in their organizations.

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

ShepHyken

OCTOBER 3, 2022

Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. CMSWire) As a customer experience professional, do you have to be a trained statistician?Thankfully, As we all know, statistics play a big role in measuring customer satisfaction and tracking progress over time. (SME

Customer Service 15

Customer Service Self Service Retail Telecommunications 15

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

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Governance.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

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

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 David : He’s VP of Customer Insights at Ancestry.com. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

Tricia Morris

DECEMBER 18, 2015

Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

ShepHyken

FEBRUARY 26, 2023

Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. My Comment: I’m often asked how to deliver customer service in challenging times. This article has three more reasons.

Customer Service 48

Customer Service Call Center Ecommerce Call Center Experience 48

ClearAction

APRIL 29, 2020

This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. The intent of this position may be growth, churn reduction, lifetime value, brand differentiation, and/or similar aspirations. Certified Customer Experience Professional (CCXP). job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

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

We think the customers' experience is about touchpoints with our company, but that's just one of many aspects of a customers' experience! Customer journey maps are a means to an end, not an end in themselves. Measure Customer Value the Customer's Way.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”]

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

SurveySparrow

JANUARY 28, 2020

That’s when I began exploring ways to capture what customers were thinking and feeling during a journey, and just as importantly, ways to turn that data into easy-to-digest, actionable insights. But if that worked, would your customer experience be broken in the first place? One thing we share, though, is a thirst for knowledge.

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

Kustomer

DECEMBER 31, 2020

Having over 20 years of customer service experience, Annette Pedroza helps companies uncover their CX potential by showing ways in which they can improve their overall customer service techniques as a brand. Customer engagement should be of the utmost importance when it comes to daily company operations.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Lumoa

MARCH 21, 2023

My chapter is focused on designing for moments worth experiencing from a macro level. I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

SmartKarrot

FEBRUARY 15, 2022

His interactions provide real-world experiences to give frontline workers so they can manage customers and develop meaningful relationships and brand loyalty with them. Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10