ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Outline your personas : do different customers have different needs?

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. This will change their role from experts of tools to collaborators of change.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

ijgolding

MAY 5, 2017

The recruitment process ‘window’ is a potential point of vulnerability in terms of perception and branding of a business to the interested outside world. Customer Experience is a relatively small world, and reputations of both individual practitioners and businesses are often shared. Most obviously, there is a huge budget!

Brands 144

Brands Customer Journeys Brand Values Airlines 144

Qualtrics

JANUARY 22, 2021

I paid my own way through grad school and became a highly engaged student. Together, they designed and launched the Customer Experience Professionals Association (CXPA), a global organization of more than 4,000 members across 50 countries. Stay connected with Bruce Tempkin by joining the XM Professionals Network.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

OCTOBER 14, 2014

One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing. It all starts with employee engagement. Cannon said that Employee Engagement is a precursor to CX. Engage your channel partners.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Experience Matters

OCTOBER 5, 2015

At the high end of the scale, the alignment around values is almost cult-like. 4) What Are the Elements of a Customer-Centric Culture? 5) How Customer-Centric Are Organizations? Temkin Group has identified six stages of maturity towards a customer-centric organization.

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120