Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Lumoa

DECEMBER 18, 2017

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. Text and voice analytics dive deep into that and essentially, if you wish, create a score based on how customers actually felt.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Case Study: Blockbuster vs. Netflix The decline of Blockbuster and the rise of Netflix serves as a compelling case study.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

APRIL 6, 2017

I’m delighted to tell you about Jeff’s new book, The Service Culture Handbook , A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Jeff took these and several other case studies to the next level – letting us in on exactly how they did it. ”-@toister Click To Tweet.

Handbook 88

Handbook Culture How To Case Study 88

Verint

SEPTEMBER 22, 2017

A lot of research has been done which makes the general point that great customer experiences drive long-term profitable growth. These macro proof points have been sufficient for many organizations to initially invest in customer experience initiatives—this has been great for customer experience professionals and the overall CX space.

Measurement 65

Measurement Case Study Comparison Customer Experience Professionals 65

Kustomer

DECEMBER 31, 2020

It’s always fun to talk to people like yourself who have a plethora of experiences. So I’ve been a customer experience professional for 20 years. How do you start to think about building this kind of a customer centered culture? Do you mind taking just a minute and tell us just a little about yourself?

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59