ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. See the 2015 Temkin Effort Ratings. Customer Journey Designing.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

ijgolding

JANUARY 15, 2016

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. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Experience Investigators by 360Connext

APRIL 6, 2015

Recently, I went behind the scenes at the world famous San Diego Zoo and the experience was so much fun! I was in San Diego for the Next Generation Customer Experience conference and when we were offered the opportunity as part of the conference schedule, I jumped at it. Kaisa Ilola (@KaisaIlola) March 25, 2015.

Customer Experience 110

Customer Experience Conference Customer Experience Professionals Roadmap 110

Customer Bliss

OCTOBER 31, 2017

In today’s show with Anne Witherspoon, we learn that sometimes implementing customer experience efforts has to start as a grassroots engagement across the organization. We discuss the skills and approach you need to build a customer experience program and its baseline foundation. 90 day plan. 90 day plan.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. He was a great student of customer experience and formed/understood what the work needed to be.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. I discussed 5 key learnings of emotion, knowledge, commitment, governance and leadership.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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

ijgolding

NOVEMBER 24, 2015

In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. Followers of my blog will know that I have traveled extensively over the last four years.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. Bruce's keynote is titled, The Future of Customer Experience. In a nutshell, most companies are mediocre at customer experience.

Customer Experience 80

Customer Experience Hotels Insurance Effort Score 80

CX Journey

JANUARY 6, 2015

Pundits are making their predictions about customer experience, marketing, and more: what''s the next big thing coming in the new year and what should everyone be focusing on. When we make predictions, we need to consider the various customer experience maturity levels. Baby steps. Let''s resolve to fix this this year!

Employee Engagement 80

Employee Engagement Trends Employee Experience Customer Experience Professionals 80

Forrester

MAY 2, 2015

And that means it's time to announce the confirmed list of speakers for our biggest event of the year: Forrester's Forum For Customer Experience Professionals in New York (CXNYC), June 16th and 17th. Rasesh Patel, SVP, customer experience, DirectTV. Mark McCormick, SVP of customer experience, Wells Fargo.

Guest Experience 40

Guest Experience Hotels Customer Experience Professionals Innovation 40

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

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

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. The first question was to ask if what they were doing was right for the customer.

Industry 100

Industry Culture Metrics Customer Centricity 100

PeopleMetrics

JUNE 16, 2015

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. The Survey Says.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

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

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. This blueprint needs the same methodical thought and processes that goes into a marketing or sales strategy. RELATED VIDEO – Why the Best CEOs Invest in Customer Experience.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

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 UK Customer Experience Awards is for any organisation wishing to share the amazing things they have done in the last twelve months to genuinely put customers at the heart of everything they do.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Since Temkin Group labelled 2015 as the Year of the Employee for customer experience, we carried that theme into our CX Day 2015 activities.

Customer Experience 120

Customer Experience Infographics eBook Customer Experience Professionals 120

Talkdesk

AUGUST 20, 2015

Modern customers expect a seamless customer service experience. Customers are more demanding than ever and more willing to defect after a poor experience. Customers now have the power to really impact your business more than ever before,” says Jim Tincher. It all begins with service,” said Tincher.

Loyalty 40

Loyalty Customer Experience Effort Score Call Center 40

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. We make it a priority to respond to our customers as quickly as possible. Sasha Tenodi. Wendy Glavin. Casey Tibbs.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

ClearAction

AUGUST 13, 2019

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. Prioritization Clarity.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48