ijgolding

NOVEMBER 17, 2016

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization. This post originally appeared on the CXPA Blog on November 10, 2016.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. It’s shocking to me still sometimes how far removed we are from being able to look through the eyes of our customers. I started EarlyBridge in 2004. I see this more in B2B.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

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. With that in mind, I offer the following observations and insights.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

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. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JUNE 23, 2020

There are generally four good reasons and ways to use surveys to collect customer feedback: Tracking studies utilize data from surveys to help both parties manage their relationship. These are typically used in B2B settings and should operate as a two-way street so both the business and the client receive value.

Survey 73

Survey Feedback Touchpoint B2B 73