TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Your experience will be very transactional.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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

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

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: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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

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

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

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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 182

Tips Customer Centricity Social Media Strategy 182

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. This is where your governance structure comes into play.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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 120

Customer Service Social Media Customer Experience Professionals Customer Care 120

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Amanda is a highly experienced customer experience consultant, adviser, and writer.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. How do you align channels to deliver the right customer experience?

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. .

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

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

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

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

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. and will increase their use of more qualitative techniques such as customer interviews and ethnography. Employee CX & Empathy Training. Value-as-a-Service Emerging. CX Profession Maturing.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience?

Customer Experience 124

Customer Experience Customer Centricity Poor Customer Service Consulting 124

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

GetFeedback

DECEMBER 2, 2019

Losing that 3% of customers who spend 15% more than other customers may mean millions of dollars in many industries. You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. Understand and track your CSAT score .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

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. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ijgolding

MAY 25, 2015

I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. As people we never stop learning and being able to see, feel and touch Customer Experience in its many stages of evolution is an amazing honour.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. She is a world-reknowned author, professional speaker and a customer experience consultant.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Annette Franz is the founder and CEO of CX Journey Inc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

DECEMBER 20, 2017

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. What has been your journey as a customer experience professional?

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

CX Journey

MARCH 16, 2017

As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. Not a good feeling when you're a customer experience professional.

Exercises 112

Exercises Culture Employee Experience Customer Experience Professionals 112

ECXO

DECEMBER 26, 2023

Journey To Centricity: A customer-centric framework for the era of stakeholder capitalism Paperback by Ilenia Vidili. About the book: Managers and leaders know that customer centricity means providing positive customer experiences. Here is the link. But what if that’s not enough in the 21st century?

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. About the guest author .

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221