Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Lumoa

JANUARY 19, 2023

Advocacy/Reputation/Brand This determines the customer’s willingness to recommend your products or services. Some metrics you can use are price sensitivity, social media sentiment scores, trust ratings, and event attendance. Employee engagement then becomes a CX strategy challenge.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

FEBRUARY 18, 2020

What makes this course great: Use data to gather insights without forgetting that your customers are human. Uncover the questions to ask to get more ideal customers and keep them loyal. Learn how to identify your ideal customer using data from Google, social media, marketing automation platforms, ad metrics, and more.

Course 35

Course Training Customer Journeys Customer Experience 35

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

ShepHyken

NOVEMBER 30, 2018

In this case, consistency does not mean that the experience should be the same in every channel. A live chat interaction is obviously never going to mirror a voice conversation, which is obviously never going to mirror a social media thread. Consistency instead refers to a singular, on-brand commitment to customer centricity.

Omni-Channel 101

Omni-Channel Self Service Abandon Rate Policies 101

ProProfs Chat

JANUARY 17, 2020

Well, the answer is, he did not give up his seat to a United employee. 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. Social Media Posts.

Customer Service 97

Customer Service Social Media Poor Customer Service Exercises 97

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. This is hard work but it’s that work that ultimately brings about happy, loyal customers.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Alida

SEPTEMBER 22, 2016

Tom Vanderbilt, journalist and author of You May Also Like: Taste in the Age of Endless Choice , delivered a keynote on the fascinating nature of customer preferences. According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Strativity

JULY 16, 2014

The program is designed to provide a multifaceted, interactive and overall empowering experience that will ensure participants are equipped with the tools they need to make Customer Centricity an organizational success. Innovating the experience to create lasting memories. Integrating social media into the customer experience.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

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. Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michel Falcon Experience

SEPTEMBER 24, 2015

If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? Why aren’t their social media channels monitored 24/7 like their phone lines are? Ready to start learning right away?

Customer Experience 60

Customer Experience eBook Social Media Training 60

Qualtrics

APRIL 9, 2019

Examples include website vulnerabilities, policy dangers and shortcomings, employee attrition , top hiring losses, confidentiality breaches, citizen safety, expensive marketing missteps, and potential social media firestorms.

Government 46

Government Conference Survey Social Media 46

Michel Falcon Experience

OCTOBER 21, 2015

Here is a short list of great customer experience events from around the world. . The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Pointillist

OCTOBER 22, 2018

The ‘why’ comes from customer comments, social media posts and online reviews—all of which are quite difficult and labor intensive to mine without AI. The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” The Worldwide Customer Experience Career Opportunity.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Customer Enthusiast

JULY 16, 2015

The people who make this argument assume that it has to be zero-sum: either delight customers or reduce customer effort. As most reasonable customer experience professionals understand, it doesn’t have to be one or the other; it can be both. Expectations are based, in part, on our experiences.

Customer Experience 40

Customer Experience Exceptional Customer Service Social Media Customers 40

Qualtrics

MAY 6, 2019

That may mean individual responses to citizens via email or a phone call, presenting your action plans on a webinar or in a town hall meeting, sharing a video message from your agency’s leader on social media, or publicizing what you’ve done in the opening pages of an annual performance report.

Government 30

Government Feedback Entertainment Survey 30

Russel Lolacher

JULY 4, 2022

He is the senior director of customer experience at arise virtual solutions, which is the platform that connects big brands with working from home service providers. And but to somebody from the outside looking in and sees myself or you online and looks at the amount of connections, I’m talking the vanity metrics of social media?

Employee Experience 52

Employee Experience Connections Leadership Groups 52

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110