Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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

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.

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Customer Experience Effort Score Consulting Customer Experience Professionals 152

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.

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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.

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Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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.

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Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Lumoa

JANUARY 19, 2023

Customer Loyalty/Retention/Churn This considers how many customers come back and stay regular customers and how many stop using your company’s products or services over a certain period. Advocacy/Reputation/Brand This determines the customer’s willingness to recommend your products or services.

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Customer Experience Net Promoter Score How To Customer Journeys 221

ijgolding

MAY 25, 2015

Conclusion – organisations in the technology space must focus on improving the end to end customer experience… 3. If they do return, they will not forget what you did to them – 59% will have less loyalty towards you. SDL’s research clarifies why this is so vital. Learn more at SDL.com.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

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.

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Customer Experience Poor Customer Service Financial Return on Investment 208

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

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Customer Experience Customer Service Social Media Consulting 147

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

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

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Customer Experience Consulting Multi-Channel Leadership 132

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.

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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.

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Engagement Customer Experience Professionals Customer Centricity Social Media 120

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.

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Comparison Customer Experience Airlines Travel 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.

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Measurement Customer Experience Customer Journeys Customers 148

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?

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Customer Service Social Media Poor Customer Service Exercises 97

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.

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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.

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Customer Centricity Fashion Hotels Customer Experience Professionals 120

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. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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.

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Customer Experience Professionals Social Media Customer Retention Tips 52

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

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Effort Score Examples Self Service Net Promoter Score 59

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.

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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!!

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Brands Customer Experience Chief Customer Officer Airlines 120

ijgolding

JULY 1, 2015

Whilst there are often cultural differences from country to country, the premise is largely the same – how can we influence organisations to be more genuine and authentic at being Customer Centric so we can deliver greater advocacy, loyalty and growth.

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Customer Experience Travel Retail Infographics 120

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

ShepHyken

FEBRUARY 26, 2023

Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty. My Comment: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center. And that includes the shopping and order support experiences.

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Customer Service Call Center Ecommerce Call Center Experience 48

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. As I often say, it is these “greater value” issues that foster customer retention and loyalty.

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Hotels Travel Hospitality Consulting 104

ijgolding

FEBRUARY 23, 2016

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

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Customer Experience Customers Engagement Customer Experience Professionals 120

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.

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Feedback Examples Survey Customers 120

Tricia Morris

MARCH 14, 2016

A quote from well-known customer service and customer experience advocate Bill Quiseng encourages organizations to “work as hard to keep a customer as you do to find a new one.” This leads to the importance of an increased focus on and investment in customer service. – SDL Global CX Wakeup Call Report.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

CSM Magazine

MAY 19, 2023

They use data gathered from customer interactions to pinpoint areas for optimization, making data-driven decisions that improve various aspects of a customer’s journey – from initial discovery, through purchasing and support, to long-term loyalty and brand advocacy.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

DCX

SEPTEMBER 10, 2024

While everyone else is running around in chaos, these Navy SEALs of customer experience dive headfirst into the mess, transforming potential disasters into a moment of loyalty. Customers flood social media with complaints. Customer Satisfaction (CSAT): How Happy Are They After the Storm? Let’s go!

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

DCX

SEPTEMBER 10, 2024

While everyone else is running around in chaos, these Navy SEALs of customer experience dive headfirst into the mess, transforming potential disasters into a moment of loyalty. Customers flood social media with complaints. Customer Satisfaction (CSAT): How Happy Are They After the Storm? Let’s go!

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52