Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country! I am immensely proud to be part of a wonderful community of committed, passionate, driven professionals.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ijgolding

JANUARY 24, 2017

Time after time, representatives of organisations stood in front of me and my fellow judges and brilliantly described how the customer was core/central to the strategy of the business. The big winner of the awards I had the privilege of being part of last week was the customer – consumers and businesses alike.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

ijgolding

MAY 23, 2016

The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success.

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

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. Why we love Rachel: She’s the Director of Customer Experience at Zuora. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Emily Garza.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. So, this is the real science of customer experience. Steve Offsey: Yeah, absolutely.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Lincoln Murphy is one of the most important influencers in customer experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SmartKarrot

JANUARY 5, 2022

He’s also the Chief Customer Officer at AppsFlyer where he built and leads a global team of over 200 CSMs from scratch while his focus is on delivering value and building long-term relationships. Dave is the Founding Director at Customer Success Leaders Institute and the CEO of TheCustomer.Co Dave Jackson. Irene Lefton.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40