ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. All too often, CX Professionals are still not taken seriously enough.

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Harness inevitable changes—immerse in Experience Design Improvement & Innovation Click To Tweet. Some have seen their fortunes rise. Some have even stayed at elevated levels.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

Storyminers

AUGUST 26, 2020

While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1].

Report 173

Report Competitive Advantage Analysis Customer Experience Professionals 173

ijgolding

JULY 12, 2017

This is why anyone who aspires to be an effective Customer Experience Professional must have a demonstrable working knowledge of how to influence organisations to ADOPT an approach to Customer Experience and to take ACCOUNTABILITY for the actions required to create, evolve, sustain and embed it.

Customer Experience 164

Customer Experience Government Customer Experience Professionals Customer Centricity 164

ijgolding

DECEMBER 4, 2019

This is validated by all standard business definitions of Quality: ‘ Quality is the extent to which a product or service meets a customer’s expectation. Quality is relative (feelings/experiences) to the perceived need of a user and is expressed as the right combination of product and price.’. Its people that meet, not products.

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

ijgolding

APRIL 5, 2016

Fast forward to the current day and I no longer believe I have a job – the dictionary definition of which is: a piece of work, especially a specific task done as part of the routine of one’s occupation or for an agreed price. Customer Experience is not a job… it’s a vocation! The post CX = V!

Customer Experience 120

Customer Experience Customer Experience Professionals Hotels Customers 120

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

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. Start experimenting, build your hypothesis, fail fast and learn – and start all over again.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service.

ROI 52

ROI Self Service Customer Experience Professionals Financial 52

ijgolding

MARCH 10, 2016

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! So what exactly can you do?

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

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

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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

CX Journey

SEPTEMBER 19, 2017

By definition, the mapping process is a collaborative effort that brings different departments together to build that initial assumptive map: for discovering, learning, and sharing. Once you've created the assumptive map , you must have the map validated by customers. Definitely not. This is where maps help to break down silos.

Customer Journeys 121

Customer Journeys Touchpoint Customer Experience Professionals Customer Experience 121

ijgolding

JULY 13, 2015

The word NO contains only two letters, yet its meaning can have serious ramifications on the behaviour of your employees and as importantly your customers. It is doubtful that you have ever taken the time to read the dictionary definition of a word that you are extremely likely to understand rather well! Customer Centricity Definition.

Customer Centricity 120

Customer Centricity Fashion Hotels Customer Experience Professionals 120

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that! Executives want to see hard numbers about any investments they make.

Customer Experience 142

Customer Experience ROI Airlines Comparison 142

GetFeedback

JULY 19, 2019

This question leads to a scale of 1 through 10, with 10 being definitely will recommend or something of the sort. One of the best ways to do that is to set up a Voice of the Customer (VoC program that both hears them and closes the loop for them. . Your customers are definitely ready to share! About the guest author .

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. The Trade-offs Between Quant & Qual Customer Research. Yes, you will definitely have different levels of zoom or altitude for your journeys. We got a ton of great questions about the content I presented.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? While it is far from a definitive guideline, most of the test-takers were shocked at the accuracy of the results and the self-awareness it provided. As a function, we cannot continue this way.

Customer Experience 182

Customer Experience Customer Journeys ROI Guidelines 182

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. The important component along each phase is, obviously, the data and what is done with the data.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

Experience Matters

AUGUST 30, 2018

At noon ET, join us for CX 101: The Definitive Intro To CX. As you’ll see below, we’re continuing that theme in our CX Day plans: Free Webinars. Temkin Group will host two free webinars. At 2:00 ET, join us for Three Strategies For Humanizing CX. Free Research.

Groups 159

Groups Report Customer Experience Strategy 159

ijgolding

FEBRUARY 6, 2017

It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

Beyond Philosophy

DECEMBER 31, 2019

When you take on Customer Experience, you have to think about your business differently than you have in the past. The definition of madness is doing the same things and expecting different results. Prediction #4: Measurement will become a higher priority for Customer Experience professionals.

Customer Experience 152

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.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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! At the end of the call Delta asked me if I would hire the rep if I had a call center and I could rate from 1=definitely not to 5=definitely.

Comparison 120

Comparison Customer Experience Airlines Travel 120

ijgolding

DECEMBER 11, 2017

So, was the customer experience different in Japan? Japan has a definite sense of place, and character. Apart from the fact that almost everything we saw was stunningly beautiful, the experience was very distinctive. Absolutely. A client recently introduced me to the phrase ‘a sense of place’.

Customer Experience 166

Customer Experience Travel Transportation Training 166

CX Journey

NOVEMBER 1, 2018

I think that, ultimately, this is the goal of all customer experience transformations: to reduce or remove friction from a customer's interactions or transactions. I don't know of a single customer experience professional who would not agree with that. What is friction?

Customer Experience Professionals 92

Customer Experience Professionals Loyalty Groups Customer Experience 92

CX Journey

SEPTEMBER 1, 2016

CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

Company 92

Company Customer Experience Professionals Customer Experience Management Customer Experience 92

ijgolding

FEBRUARY 12, 2018

They require a strong focus on designing the promised customer experience, building the right capabilities, aligning the whole organisation behind its delivery and empowering all colleagues to support it end-to-end – well before they start to communicate to their customers those new brand promises.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Lumoa

MARCH 21, 2023

I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

Customer Bliss

MAY 16, 2017

She is a Certified Customer Experience Professional (CCXP) as well as certified Six Sigma Green Belt. She is an IAF Certified TM Professional Facilitator. Milista has “the sum of all relationships with your customers.” Anderson holds a B.S. from the University of Tennessee at Chattanooga and M.Ed.

Chief Customer Officer 0

Chief Customer Officer ROI Financial Insurance 0

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ijgolding

MAY 17, 2018

Today I am absolutely delighted to share my final interview with Genevieve Bruketa-Baskovic – an amazingly well travelled Customer Experience Professional who is passionate about doing everything she does with the customer in mind – enjoy…. Tell us a little bit about your working background: Genevieve.

Travel 164

Travel Hotels Customer Experience Feedback 164

CX Journey

FEBRUARY 14, 2018

And customers are still complaining. In other words, customer experience improvement efforts are failing. We advocate, as customer experience professionals, getting to the root cause of issues. It's definitely one of the problems. I have a couple of thoughts on what's causing this. So here goes.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

CX Journey

OCTOBER 17, 2018

customer experience professionals must continue to fight the good fight, helping executives understand the importance of putting customers at the center of all they do. The trend that should definitely die is following trends. And until then. And stick to them!

Trends 111

Trends Guidelines Omni-Channel Government 111

CX Journey

AUGUST 24, 2017

Mapping stages may also be appropriate as you think about the high-level customer relationship and where to begin journey mapping. But as a customer experience professional, mapping at that level is, well, useless. It's why, for so long, people have questioned if mapping is all that it's built up to be. Henry Ford.

Customer Journeys 116

Customer Journeys Customer Experience Professionals Sales Customer Experience 116