ijgolding

MARCH 10, 2016

So simply talking about Customer Experience means nothing. To be a CUSTOMER CENTRIC organisation, requires something completely different – something that completely changes the mindset of people within a business. To be a Customer Centric Organisation requires a business to have a Customer Centric CULTURE!

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

ijgolding

NOVEMBER 29, 2017

This is a more common scenario than those who are fortunate enough to be immersed in a customer focused environment. To be a committed Customer Experience Professional, you must be driven to doing what is right for the organisation – even if your leaders are seemingly at odds with this. You can read my column here!

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

ijgolding

JUNE 25, 2017

My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employees) at the centre of their respective universes!

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. Let’s start with my tip number 1: Tip 1 – Make customer experience a priority for the whole company! Tip 2 – Embed a customer experience framework.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

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

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”

Tips 282

Tips Customer Centricity Strategy Social Media 282

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

CX Journey

MARCH 13, 2018

Capgemini found that: 75% of companies believe that they're customer-centric, while only 30% of consumers agree. The UK takes the cake with a 77-point gap: 92% of companies believe they are customer-centric, but only 15% of customers agree. Focus on the customer, and the numbers, the revenue, will follow.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 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. 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

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.

Report 229

Report Customer Experience Customer Centricity Fashion 229

ijgolding

DECEMBER 30, 2014

Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?!

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

CX Journey

MARCH 1, 2017

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Customer Centricity 80

Customer Centricity Culture Customer Experience Professionals ROI 80

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 170

Customer Experience Professionals Customer Centricity Innovation Customer Experience 170

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article.

Airlines 150

Airlines Customer Centricity Travel Customer Experience Professionals 150

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article

Airlines 150

Airlines Customer Centricity Travel Customer Experience Professionals 150

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article

Airlines 150

Airlines Customer Centricity Travel Customer Experience Professionals 150

ijgolding

FEBRUARY 16, 2015

On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […]. I am also unlikely to be the last.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Customer Retention 120

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. 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

APRIL 3, 2017

Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot!

Customer Experience Professionals 152

Customer Experience Professionals Healthcare Government Customer Centricity 152

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. Jeannie Walters. Jeannie Walters.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

Lumoa

JANUARY 9, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 150

Customer Experience Professionals Customer Centricity Innovation Customer Experience 150

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Customer Experience Professionals 150

Customer Experience Professionals Customer Centricity Innovation Customer Experience 150

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Sharing results reinforces the value of journey mapping and motivates continued investment in customer experience initiatives.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. Most organizations attack the symptom not the cause.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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. Image credit: Forrester. Reward those executives in some meaningful way.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ijgolding

APRIL 19, 2016

There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. Trying to change the way a business works; the way a business thinks; is one of the most challenging things any business professional can do.

Customer Experience Professionals 120

Customer Experience Professionals Strategy Customer Experience Customer Centricity 120

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”.

Tips 208

Tips Customer Centricity Social Media Strategy 208

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Some have seen their fortunes rise. Some have even stayed at elevated levels.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

ijgolding

JULY 11, 2018

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Because of your constant hard work and effort your company is now officially recognizing Customer Experience (CX) as a new discipline. It is very likely that you have been an evangelist of CX in the past months.

Customer Experience 31

Customer Experience Customer Centricity Customer Experience Professionals B2C 31

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. I hear so many people talking about mapping and so many prospects and clients asking about it.

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Customer Centricity 189

Alida

MARCH 10, 2017

Failure to listen to customers. Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 196