Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It is what customers experience.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

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. Executives want to see hard numbers about any investments they make. Always the same (great) story, regardless.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

ijgolding

JANUARY 15, 2016

Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. About Tabitha.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B. They are interpreted by people.

Metrics 76

Metrics Net Promoter Score Data NPS 76

ijgolding

MARCH 31, 2017

In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! She called back.

Comparison 120

Comparison Customer Experience Airlines Travel 120

Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution. Customer experience'

Customer Experience Professionals 265

Customer Experience Professionals Tools Groups Customer Experience 265

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Forrester

SEPTEMBER 29, 2014

There''s something extra cool about a brand that''s been around since 1864, and yet runs neck-and-neck with Amazon in our UK customer experience rankings. Translation: Great customer experience doesn''t have to mean high prices.). Q: When did John Lewis first begin focusing on customer experience?

Multi-Channel 99

Multi-Channel Customer Experience Retail Omni-Channel 99

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Too many businesses worry about Shareholders first, automatically placing concerns for customers and employees lower down the list of priorities. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014.

Retail 290

Retail Financial Report Customer Retention 290

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Forrester

OCTOBER 15, 2014

And that''s especially true for analysts who cover customer experience because all too often CX professionals don''t track - or won''t share - their results. Q: How do you measure the success of your customer experience improvement efforts (e.g., higher customer satisfaction, increased revenue, lower costs)?

Customer Experience 88

Customer Experience ROI Customer Experience Professionals Financial 88

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Forrester

OCTOBER 10, 2014

Here''s an objection I sometimes hear when I talk to people about how improving customer experience can boost business performance: "Sure, it sounds great for glam industries like automotive or fashion. to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014.

Customer Experience 87

Customer Experience Automotive Fashion Advertising 87

ForeSee

FEBRUARY 19, 2015

It takes a village to deliver a great customer experience. The post Achieving Customer Experience Excellence in Digital Government appeared first on ForeSee. Customer Experience Research E-Government'

Government 40

Government Customer Experience Customer Experience Professionals Report 40

Experience Matters

MAY 12, 2015

Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

Report 120

Report Customer Connectedness Management Effort Score 120

ijgolding

NOVEMBER 28, 2014

Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

Social Media 318

Social Media Airlines Video Consumers 318

Customers That Stick

OCTOBER 6, 2014

CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. Communication: A Pillar of Customer Experience Success (Twitter conversation).

Customer Experience Professionals 123

Customer Experience Professionals Brand Values Strategy Communication 123

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

CX Journey

MAY 12, 2016

According to Merriam-Webster , empathy is the feeling that you understand and share another person's experiences and emotions : the ability to share someone else's feelings. Know the difference, especially when customer experience professionals talk about the importance of empathy to the customer experience.

Insurance 80

Insurance Customer Experience Professionals Meeting Customer Experience 80

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Customer Interactions

JULY 7, 2015

For customer experience professionals, the saying should be, “never presume to understand a customer until you’ve walked a mile in their shoes.” This week’s CX Buzz of the Week is all about customer journey mapping. It’s not enough to ask customers a few questions or make an educated guess about what they want.

Customer Journeys 28

Customer Journeys Customer Experience Professionals Interaction Customer Experience 28

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping. mark or memory.

Customer Journeys 91

Customer Journeys Banking Chief Customer Officer Touchpoint 91

Smith+co CX

MARCH 20, 2014

A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. The traditional customer journey. The quantum customer journey. And this is very similar to the multi-channel customer journey that we are seeing today.

Multi-Channel 51

Multi-Channel Customer Experience Hotels Customer Journeys 51

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. It is three-quarters of a mile long!!)

Customer Experience 255

Customer Experience Groups Transportation Financial 255

CX Journey

JANUARY 27, 2015

Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies.

B2C 80

B2C B2B Voice of Customer Innovation 80

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. Customer Journey Mapping is another case in point.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. Customer journey mapping is a critical step in customer experience transformation.

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40

Bob Hayes

MARCH 28, 2015

The Hottest Skill on LinkedIn in 2014: Statistical Analysis and Data Mining. LinkedIn found that statistical analysis and data mining was the hottest skill in 2014 (see Figure 1). In a recent study , I found that customer experience professionals had difficulty estimating size of customer segments based on customer survey metrics.

Analytics 40

Analytics Analysis Customer Experience Professionals Data 40

Bob Hayes

MARCH 21, 2016

Businesses assess the attitudes of their customers using customer surveys. The purpose of these surveys, typically conducted annually, is to help companies maintain or improve the quality of the customer relationship. This study will compare customers' attitudes over a 1.5-year

Metrics 40

Metrics Customer Satisfaction Study B2B 40

ijgolding

SEPTEMBER 29, 2015

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. The 2015 UK Customer Experience Awards was a HUGE event.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

ijgolding

FEBRUARY 15, 2018

If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. Since 2014, over 700 professionals have achieved Certified Customer Experience Professional (CCXP) status around the world.

Customer Experience Professionals 144

Customer Experience Professionals Training Customer Experience Meeting 144