GetFeedback

AUGUST 14, 2019

Why only consider the percentage of those customers who call themselves satisfied? . A big reason is that tracking the two highest values from CSAT is the more accurate predictor of customer retention than overall averages. . Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. Provide practical tips and suggestions that CS teams can implement to catalyze customer-centric change . Speaker: Julia Ahlfeldt, Certified Customer Experience Professional . . .

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

Beyond Philosophy

DECEMBER 31, 2019

The number two thing was customer retention. My interpretation of that finding is that organizations don’t just improve Customer Experience for a laugh; they do it for growth. However, retention is essential, too. I’m a member of the CXPA, which is the Customer Experience Professional Association.

Customer Experience 152

Customer Experience Effort Score Consulting Customer Experience Professionals 152

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

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

ijgolding

OCTOBER 3, 2016

This post is written in honour of CX Day 2016 – a celebration of the Customer Experience Profession and the amazing work being done by CX Professionals all around the world to develop and embed the competencies that are enabling organisations across all industries to deliver ever better Customer Experiences.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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

TechSee

JUNE 16, 2022

Brad was the founding partner and former CEO of the International Customer Management Institute (ICMI) and remains a senior advisor today. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Beyond Philosophy

FEBRUARY 10, 2020

Before we can answer these questions, let’s take a closer look at the three types of growth that exist in the marketplace: Traditional Growth: This type of growth is what many people picture when you say the word, and it includes customer retention and customer development activities.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

ijgolding

NOVEMBER 24, 2015

Whilst many of the people who have had to endure my ramblings are aligned to my passion for the subject of Customer Experience, there will always be some who have a different perspective. It is not a right to have customers.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

ijgolding

JULY 14, 2017

Journey mapping helps to clear the mist, so you can design interactions with purpose, which meet their true goals and deliver the total experience. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

Customer Guru

DECEMBER 20, 2017

Chauhan has been recognized for demonstrating exceptional passion in putting the customers first and aligning business strategies based on the customer needs. In this candid interview with Customer Guru, Mr. Chauhan shares his journey as a customer experience professional.

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

ijgolding

MARCH 10, 2016

This is why Customer Centric Culture is one of the six competencies that comprise the Certified Customer Experience Professional (CCXP) accreditation. CX Practitioners need to possess the knowledge and skills to help their organisation evolve the culture so that the definition of Customer Centricity becomes a reality.

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

ijgolding

NOVEMBER 16, 2015

Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 120

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Martha Brooke.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ijgolding

MARCH 31, 2017

So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! Michael Bartlett is a Customer Experience professional based out of Missouri, USA and owner of MeasureOfTruth.co.

Comparison 120

Comparison Customer Experience Airlines Travel 120

ijgolding

MAY 25, 2015

Conclusion – organisations in the technology space must focus on improving the end to end customer experience… 3. I am therefore delighted to have been given the opportunity to share the findings of a new global study conducted by SDL. SDL’s research clarifies why this is so vital.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

ijgolding

MAY 23, 2016

There are more examples I could add of what I consider to be ‘bad’ examples of Customer Experience measurement – but rather than me rambling on, I would love for you to add your reasons by commenting on this article.

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. The coronavirus put a monkey wrench in actual customer meetings.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Martha Brooke.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. Learn Customer Service Secrets on the Kustomer Podcast.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

ijgolding

JANUARY 24, 2017

Time after time, representatives of organisations stood in front of me and my fellow judges and brilliantly described how the customer was core/central to the strategy of the business.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

ijgolding

JULY 13, 2015

, the customer may ask….’it I dream of many things when it comes to the world of Customer Experience. Filling the world full of Customer Experience Professionals is one! it is not company policy (because we said so!)’, may be the response. Another of my dreams is to ‘ban’ the unnecessary use of the word NO.

Customer Centricity 120

Customer Centricity Fashion Hotels Customer Experience Professionals 120

Lumoa

JANUARY 19, 2023

To develop and implement a customer experience strategy, a company must understand its goals and current status in order to build a customer experience department. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ijgolding

MAY 3, 2016

Inspired by some unbelievably determined and capable Customer Experience Professionals, they wanted to challenge the status quo and see if the same behaviour could be afforded to their people and customers. A global financial services business I have been working with considered this very carefully.

Customer Experience 120

Customer Experience Return on Investment Customer Centricity Hospitality 120

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!!

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

ProProfs Chat

JANUARY 17, 2020

The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed. Increase the chances of customer retention. What is the goal of customer recovery?

Customer Service 97

Customer Service Social Media Poor Customer Service Exercises 97

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ijgolding

FEBRUARY 23, 2016

So when it comes to driving great Customer Experiences, which is more important – the heart or the head?

Customer Experience 120

Customer Experience Customers Engagement Customer Experience Professionals 120

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? Churn Monster Playbook: Your Definitive Guide to Fighting Customer Churn. Q&A Recap.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ijgolding

DECEMBER 19, 2016

Just researching Sky on the web highlights a plethora of issues being experienced by many of their customers. One of my valued network of Customer Experience Professionals is enduring an even worse experience with Sky at the moment. Sadly, I am not alone.

Feedback 120

Feedback Examples Survey Customers 120

Maru/HUB

JANUARY 17, 2018

Customer Experience is set to overtake price and product as the key brand differentiator by 2020. Many companies already recognise the importance of customer experience for customer retention and business growth. billion by 2019, the customer analytics market from $1,623.2 billion in 2014 to $8.39

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

CX Journey

JUNE 16, 2015

You're a customer experience professional, right? You've made some strides with your customer experience initiatives. Image courtesy of Dana Lookadoo When the going gets tough, does your company give up? Or does it get going? Even if you're not, I think you'll appreciate this story/post.

Advertising 80

Advertising Roadmap Government Course 80

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60