ijgolding

DECEMBER 11, 2017

I was expecting a relatively formal atmosphere, so I was not prepared for the warmth of the Japanese omotenashi (hospitality) which completely bowls you over. So, was the customer experience different in Japan? Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience 166

Customer Experience Travel Transportation Training 166

ShepHyken

APRIL 8, 2019

To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes.

Customer Service 105

Customer Service Hotels Hospitality Government 105

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He is a leading contributor to Tourism, Hospitality and Service Industries alike. She is a certified Customer Experience Professional (CCXP).

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. Then meet the 5-9 with a cold spritz and a nibble.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things? Back in the early 1900s!

Culture 169

Culture Banking Metrics Employee Engagement 169

ijgolding

MAY 3, 2016

The thing is, just because the Ritz Carlton is a premium brand in the hospitality sector does not mean that they are in an exclusive position to behave in this way. 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

Beyond Philosophy

OCTOBER 25, 2019

I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. I wondered what the secret was to their success.

Hotels 104

Hotels Travel Hospitality Consulting 104

Horizon CX

DECEMBER 1, 2023

This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged. Ritz-Carlton: Anticipating Guest Needs for Exceptional Hospitality The hospitality industry is another arena where effective communication and a focus on service are paramount.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

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. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Earlier this month I attended the CXPA conference in Salt Lake City. Check them out. As a first time attendee I was exposed to the challenges that modern CX teams are facing.

Exercises 97

Exercises ROI Conference Video 97

Kustomer

AUGUST 26, 2022

Host Steve Walker provides detailed insight for CX leaders on how to unlock the customer experience potential, to better engage with customers, and to inspire those same customers to do more business with them. Learn Customer Service Secrets on the Kustomer Podcast. Gartner ThinkCast.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

ijgolding

JULY 1, 2015

It sounds so normal – yet so rare in day to day experiences other than in the hospitality industry. On approaching the till, the manager very intentionally smiled at me and said ‘good evening sir’… ’how are you?’ ’ Why was I surprised? There was more to come though.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Michel Falcon Experience

JANUARY 16, 2017

I read books on customer experience, I set up a Feedly account and read dozens of articles every day on the subject. I reached out to customer experience professionals on Linkedin and asked many questions. Now that I’m a partner in a hospitality group that has over 100 employees.

Hospitality 60

Hospitality Study Airlines Culture 60

Forrester

MAY 21, 2015

At Forrester's Forum for Customer Experience Professionals in New York, June 16 & 17, Raul Leal, CEO, Virgin Hotel Group, will explain. In the meantime, he shared with us a few thoughts about CX, the hospitality industry, and what it's like to work for a knight. And I look forward to seeing you in NYC.

Hotels 40

Hotels Groups Hospitality Travel 40

CSM Magazine

MAY 19, 2023

This involves prioritizing customer needs and preferences. By focusing on providing value to customers, companies can foster long-term relationships, improve customer satisfaction, and drive business growth. This helps customer experience professionals adapt to evolving customer demands and remain proficient in their roles.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Steve DiGioia

DECEMBER 5, 2016

New York Times #1 Bestselling Author, Certified Customer Experience Professional, Strategic Consultant, Certified Professional Speaker, TEDx Presenter. As companies get bigger there are more stakeholders and leaders making decisions on behalf of customers and get farther removed from customer interaction.

Industry 100

Industry Culture Metrics Hotels 100

Confirmit

OCTOBER 3, 2017

There’s often a lot of focus on Customer Experience (CX) in industries like retail, banking and hospitality. This means lots of talk about the experience in store or similar, and in dealing with potentially millions of pieces of feedback from different individuals.

Abandon Rate 40

Abandon Rate B2B Insurance Touchpoint 40

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. He regularly contributes to Forbes.com on all aspects of the customer experience. Bill Quiseng.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

Customer Guru

MARCH 7, 2018

So, after this experience of 9 years, Piramal happened. Piramal Pharma Solutions was looking for someone from the hospitality industry to head the customer centricity initiative in order to change its outlook from a manufacturing company to a services company. It needed to build an outside in perspective.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Michel Falcon Experience

SEPTEMBER 24, 2015

Before I get to that, let’s review the research my team compiled after surveying 1,000 entrepreneurs and executives from small, medium, and large-sized companies from industries such as manufacturing, retail, hospitality, and professional services. How do you define customer experience?

Customer Experience 60

Customer Experience eBook Social Media Training 60

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

Beyond Philosophy

FEBRUARY 10, 2020

In other words, if you improve your Customer Experience, you will enhance your customer-driven growth. . You might have heard me mention how Forrester, a global research company, predicts that one in four Customer Experience professionals will lose their job this year.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

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

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Episode overview.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200