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

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. Customer service is not a department. I hold nothing back.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. To explain this further, Annette suggests: I think when employees hear leadership talking about the customer, that’s really important.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

InMoment XI

MARCH 6, 2024

According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

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

ShepHyken

JULY 8, 2019

If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event. 100 Of The Most Customer-Centric Companies by Blake Morgan. 11 Skills and Traits for Customer Experience Professionals in 2019 by Dom Nicastro. Follow on Twitter: @Hyken.

Customer Service 121

Customer Service Social Media Customer Experience Professionals Customer Care 121

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. Related: Is Your Mission Customer-Focused, or an Empty Promise?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

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. Every detail is customer-focused; it’s in the DNA of the organization.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

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 Policies 189

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

ijgolding

NOVEMBER 29, 2016

Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence. In that time, more and more businesses of all shapes and sizes across multiple industries have ‘dipped their toe in the water’ of Customer Experience. The big question is why?

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. That customer focus becomes an organizational discipline, not a department.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. The long, painful process of turning the idea of customer-centricity into a reality was a consistent drumbeat.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

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

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. If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Maurice is the ex-Vice President, Customer Experience of HP and author of four best-selling books on customer-centric strategy.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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. Maturity Assessments.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

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

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. LinkedIn : [link]. Currently working at Qualtrics as a Sr. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

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 107

Customer Service Hotels Hospitality Government 107

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! More on Customer Centricity at www.customercentricity.org.

Fashion 120

Fashion Social Media Retail Consulting 120

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

CX Journey

AUGUST 28, 2015

As customer experience professionals, we have no shortage of work. Or are we spinning our wheels, doing tactical things, and looking like we're making improvements - when, in reality, we're applying bandaids and simple fixes rather than making/doing meaningful overall process improvements and customer experience redesign work.

Roadmap 80

Roadmap Customer Centricity Customer Experience Professionals Culture 80

CX Journey

MARCH 12, 2015

We’ve developed a diagnostic instrument to help companies measure their culture based on that premise—to put numbers around the types of things people do when no one is looking, and in particular, the types of things that support customer-centricity. Storytelling), or “We hire people who care about the customer.”

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

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.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

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. So the questions are, how Customer-centric are you and how do you know?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

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. So the questions are, how Customer-centric are you and how do you know?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Lumoa

OCTOBER 31, 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 150

Customer Experience Customer Centricity Culture Consulting 150

ClearAction

APRIL 29, 2020

Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. The following job description describes what’s needed to differentiate ease-of-doing-business for industry leadership by embedding customer-centricity in your enterprise DNA.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Experience Investigators by 360Connext

APRIL 6, 2017

It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers. Service culture is the holy grail for many organizations. The answer is your culture.

Handbook 88

Handbook Culture How To Case Study 88

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