Experience Matters

OCTOBER 14, 2014

Cannon mentioned that CX is a topic in every single town hall and when he visits a facility, he says, “Don’t give me a facility tour, give me a customer experience tour.” Cannon pointed out that historically; CX resided in too many siloes (sales, marketing, presales, etc) across MBUSA. Change takes focused leadership.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is the head of Customer Experience at Courts Malaysia SDN BHD.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ijgolding

NOVEMBER 13, 2014

Michael O’Leary became as famous for his ability to deliver remarkably positive financial returns for his company, as he did for his public disdain for the customer. These are just some of the things he has said about customers in the past: “If drink sales are falling off, we get the pilots to engineer a bit of turbulence.

Brands 249

Brands Airlines Financial Travel 249

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

ijgolding

MARCH 10, 2015

Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. Customer Experience Training CX Professionals customer experience customer experience professionals emotional experience'

Customer Experience 120

Customer Experience Customer Experience Professionals Consulting Training 120

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

Oracle

FEBRUARY 20, 2020

Sales enablement. As a customer experience professional, you’re in an ideal position to take on this type of role. You know what customers need and can likely remix these ideas into operational blueprints for building. In this role, you would be responsible for building and maintaining lines of business.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. That's your first step. The rest is much easier from there.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

TechSee

JUNE 16, 2022

Brad was the founding partner and former CEO of the International Customer Management Institute (ICMI) and remains a senior advisor today. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Oracle

JANUARY 17, 2020

71% of marketers surveyed are experimenting with new CX tech, vs. only 56% of sales and 53% of service professionals. Marketers are also 11% more likely than sales and service professionals to use automation for CX. Marketing is the CX ringleader. The view is different from the top.

Customer Experience Professionals 54

Customer Experience Professionals Customer Experience Customer Centricity Survey 54

ijgolding

FEBRUARY 15, 2018

When the world’s first professional qualification in CX was launched by the Customer Experience Professionals Association (CXPA) in 2014, finally the profession was in a position to give CX Professionals the ‘earned authority’ they so richly needed. You can find out more about the book here.

Customer Experience Professionals 144

Customer Experience Professionals Training Customer Experience Meeting 144

GetFeedback

AUGUST 14, 2019

You can ask customers to provide feedback on their satisfaction along their journey. Use CSAT at key points in the sales process. After inbound sales calls, for example, prospects can share how satisfied they were with the conversation. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext .

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

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

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? Moreover, you need to have support from leadership and buy-in from the customer-facing team.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. Over time, you can create a blended metric that includes additional customer feedback data (about particular touchpoints), outcome data (like renewals), financial data (like sales), and operational data (like call center volume).

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

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. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Alida

MARCH 10, 2017

Jeanne Bliss, co-founder of the Customer Experience Professionals Association, says a chief customer officer (CCO) needs to lead the charge. Lack of ownership. CX programs require strategy and leadership from the top. Without a CCO or equivalent driver of a CX program, there can be no unity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. Don’t just zero in on sales-focused events in your customer’s journey. Human connections make a huge difference in B2B.

Connections 160

Connections B2B Fashion Touchpoint 160

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. Jeannie Walters.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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

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

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

InMoment XI

JANUARY 25, 2024

.” The vertical axis typically represents the vendor’s ability to execute, encompassing evaluation criteria such as product or service, sales execution/pricing, and overall viability. For customer experience professionals, InMoment recommends reading the Gartner Magic Quadrant within specific industry trends and considerations.

Strategy 195

Strategy Roadmap Innovation Technology 195

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. The net-net of it all: we know that it's important to invest in customer experience, today more than ever.

Customer Experience 142

Customer Experience ROI Airlines Insurance 142

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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Most people never listen.”

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Lumoa

APRIL 21, 2022

Ask “What does Sales need?” “How What will make Customer Success succeed?” Reduced churn New opportunities Satisfied customers Bigger communities Less complaints More references Understand other’s preferences “Response time” “First call resolution” Are these really insightful Or just noise pollution? How can I help Product?”

How To 195

How To Self Service Banking Customer Satisfaction 195

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Come with me and let's create a customer journey map, identifying touchpoints and processes that need improvement along the way. I've got two other Linkedin Learning courses as well on the topics of Customer Service Blueprinting and Customer Journey Mapping. Looking for something else?

Course 35

Course Training Customer Journeys Customer Experience 35

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.

Customer Journeys 116

Customer Journeys Customer Experience Professionals Sales Customer Experience 116

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

ReviewTrackers

AUGUST 24, 2020

To inspire your leaders and the rest of your team — from the C-suite to the frontline — we gathered a list of customer experience quotes (and other bits of wisdom) for you to think about and maybe even hang in your office. Make a customer, not a sale.”. I have learned a great deal from listening carefully.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

ShepHyken

JUNE 21, 2019

Choosing between chatbots and live chat for your customer experience goals means evaluating your customer service and your brand’s values against the expectations of the on-demand consumer. Chatbots are becoming every customer experience professional and marketer’s most prized possession for automated customer interactions.

Chatbots 123

Chatbots Customer Experience Hotels Consumers 123

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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130