Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 173

Trends Customer Experience Self Service ROI 173

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 195

Competitive Advantage Customer Experience Net Promoter Score Effort Score 195

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Chief Customer Officer 2.0 by Sam Frampton.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ShepHyken

FEBRUARY 28, 2020

Jim didn’t win every sale, who does, but he always outperformed his counterparts. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Before Jim gave his sales pitch, he did something very interesting. Except for Jim. Only people you trust.

Roadmap 123

Roadmap Sales Airlines Case Study 123

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

CX University

OCTOBER 5, 2021

On October 5, 2021, Dr. Latib will join FPL virtually to lead the topic on Creating a Culture of Experience Obsession. This day is also the global #CXDay, where Customer Experience professionals around the world recognize the profession and its advancement.

Engagement 94

Engagement Banking Culture Customer Experience Professionals 94

Beyond Philosophy

DECEMBER 10, 2021

The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld says NPS collects those recognitions so employees can hear them.

Effort Score 109

Effort Score NPS Net Promoter Score Airlines 109

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Maurice is the ex-Vice President, Customer Experience of HP and author of four best-selling books on customer-centric strategy.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 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. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySensum

JULY 9, 2021

Why is it important for CX Professionals to be empathetic? Customer experience professionals must learn empathy because they are the ones in charge of making the end-customer satisfied. And, how will they know how to make an incredible customer experience if they don’t empathize with their customers?

Social Media 98

Social Media ROI NPS Loyalty 98

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). This also must be a dynamic process because as customer needs change to do expectations around their experiences. Metrics and Measurement.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. This article is written by guest author, Chaman Maharaj. CHAMAN MAHARAJ Founder and Director www.beinghuman.cx.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Case in point—How many more articles are necessary to explain NPS?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Horizon CX

OCTOBER 2, 2023

Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional. Because this blog is about CX, let’s address NPS (Net Promoter Score) and LTR (Likelihood to Recommend) at the frontline, as it relates to data.

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

Wootric CX Blog

JANUARY 14, 2020

Customer traits flow from Segment into the Wootric dashboard so analysis by customer persona or other attribute happens seamlessly. . Segmenting your data by customer traits lets you see, for example, NPS for particular user groups of your business and determine which groups are happy–and which are not.

Customer Experience 64

Customer Experience Net Promoter Score Effort Score Voice of Customer 64

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. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay!

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Customer Guru

MARCH 7, 2018

Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP). Her mission is to make the world a more beautiful place for employees and customers.

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

customer sure

JANUARY 16, 2024

Due to the multi-faceted nature of ‘experience’, there’s no convenient single metric for measuring experiences – though concepts such as NPS (Net Promoter Score) , or CES (Customer Effort Score) make a good go of it.

Customer Experience 62

Customer Experience Customer Journeys Management Net Promoter Score 62

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. This blueprint needs the same methodical thought and processes that goes into a marketing or sales strategy. Here is a short list of great customer experience events from around the world. .

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

ClearAction

OCTOBER 1, 2018

Despite this, nearly a quarter of the respondents’ orgs have no one dedicated to these efforts — and it’s time CX professionals stepped up to the plate.” Aim: customers as brand evangelists. Reap: quick-wins >> NPS & revenue (now). earn trust >> NPS & revenue (lifetime value).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

CSM Magazine

MAY 19, 2023

Understanding Customer Experience Engineering Role of Experience Engineering in Business Growth Customer Experience Engineering (CXE) is a strategic approach to designing and optimizing the interactions between a business and its customers. Customers respond on a scale of 0 to 10.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Horizon CX

DECEMBER 21, 2021

As far as building community within institutions goes, this year’s highlight was the small group community that a diverse cohort of passionate CX individuals within the Customer Experience Professionals Association (CXPA) formed on March 18, 2021, and since that time has met weekly (over Zoom of course) for 90 minutes and that has created an inseparable (..)

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

SurveySparrow

OCTOBER 25, 2019

The key motto is to make the customer feel ‘served’ rather than being a scapegoat to the new products brought in. With such a method in place, your customer service, marketing, and sales strategies will be more of a solution addressing the needs of the customers. Customer Experience Strategy #3.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

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. The real transformative customer experience comes when you can answer the questions they don’t know they have.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Kitewheel

MARCH 25, 2019

Filling these gaps will have quick value and drive customer loyalty. These are areas where tension are often highest, such as between sales and service, or marketing and sales. Ask targeted questions of your customers and prospects to get a sense of how the experience could improve.

Hotels 76

Hotels ROI Customer Journeys Retail 76

Horizon CX

AUGUST 10, 2020

Hence, within our role as customer experience professionals, we hold a conversation and the resulting communication in the highest order of the many skills we possess and exemplify. Functional conversation is designed to convey information in order to help achieve an individual or group goal.

Communication 130

Communication Social Media Leadership Groups 130

Horizon CX

JULY 15, 2019

However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable. That didn’t exist back then.

Course 113

Course Training Entertainment Exercises 113

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? You’ll notice that I haven’t said- send out a Net Promoter Score (NPS) survey, and that’s intentional.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

DCX

SEPTEMBER 10, 2024

Chaos Mode: When Teams React Instead of Respond There’s one thing that keeps business owners up at night: the fear of losing customers. It’s not because of a slow sales month or a bad quarter. It’s 11:30 PM on Black Friday, and your biggest sales event of the year is running smoothly—until it’s not.

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

DCX

SEPTEMBER 10, 2024

Chaos Mode: When Teams React Instead of Respond There’s one thing that keeps business owners up at night: the fear of losing customers. It’s not because of a slow sales month or a bad quarter. It’s 11:30 PM on Black Friday, and your biggest sales event of the year is running smoothly—until it’s not.

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

Chattermill

JUNE 25, 2019

Their customer experience data flow is designed to continuously collect all streams of customer information in real-time and democratise it. There is no need to log into a different system to view NPS, CSAT or surveys responses and email various departments for CSV files of data stored in excel.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Become an NPS Expert. Colin Shaw. CEO - Beyond Philosophy. The Dave Mitz Blog. David Skok. Don MacLennan.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. But none of this is easy. The problem is developing a framework that can incorporate all of that data.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

SurveySparrow

JANUARY 28, 2020

Similarly, many seem to think that merely publishing a Net Promoter Score (NPS) that indicates your employees need to provide a better customer experience will somehow magically empower them to do that. Aside from that, you are also an active member of the Customer Experience Professionals Association (CXPA).

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Customer Guru

MARCH 7, 2018

I would always try to make a customer’s onboard experience comfortable; sometimes just a cheerful smile can go a long way. For me, it was not just a job – it was more about making each experience a special one. You have actively said that customer centricity must be the DNA of the company.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65