PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM 82

CEM Telecommunications Software Analytics 82

ClearAction

OCTOBER 25, 2015

In truth, it boils down to making your company irresistible to customers and prospects. That can’t happen by virtue of asking more questions, incenting more purchases, enticing referrals, and other typical customer experience management practices. getting them to do things “for” you). Carpe diem!

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. Project management, to ensure that projects are well organized, completed on time and meet key metrics. Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ClearAction

FEBRUARY 14, 2015

If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? In the article Customer Experience Capabilities, Not Projects! My hope is that everyday is a day to feel prized by customers, and ensure they feel prized by you.

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

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 Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michel Falcon Experience

JANUARY 16, 2017

I still remember the day in 2007 when I committed to understanding customer experience management and how it grows businesses. I read books on customer experience, I set up a Feedly account and read dozens of articles every day on the subject. While working at 1-800-GOT-JUNK? ,

Hospitality 60

Hospitality Study Airlines Culture 60

Bob Hayes

DECEMBER 29, 2014

Improving Employee Empowerment Begins with Measurement : Delivering a great customer experience begins with your employees. This article presents a series of questions you can include in your employee survey to measure employee empowerment. The Hidden Bias in Customer Metrics : Metrics don’t exist in a vacuum.

Metrics 76

Metrics Net Promoter Score Data NPS 76

ClearAction

FEBRUARY 27, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Customer Experience Jenga.

Strategy 48

Strategy Customer Experience How To ROI 48

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Other articles in this series: Customer Experience Strategy: Do This, Not That. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

Bob Hayes

MARCH 21, 2016

These "ultimate criteria", often housed in company dashboards and tracked over time, help guide executives' decisions on ways to improve the quality of the customer relationship. One unstated assumption we make as customer experience professionals is that customers' attitudes are amendable to change.

Metrics 40

Metrics Customer Satisfaction Study B2B 40

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Amity

APRIL 25, 2016

Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. Alex Bakula-Davis. Alex McClafferty.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

customer sure

JANUARY 16, 2024

Customer Experience (CX) is a broad term describing how customers interact with and feel about your business. With that in mind, Customer experience management is the process of interpreting, measuring and improving CX. Without them, many of the actions you might take will be based on guesswork.

Customer Experience 62

Customer Experience Customer Journeys Management Net Promoter Score 62

SmartKarrot

FEBRUARY 15, 2022

Considering this scenario, it would be essential for companies to follow some of the leading customer service experts and learn from their experiences. This will help you stay up to date with the trends and best practices of customer service. Bob is the author of the best-selling book Hooked On Customers. Bruce Temkin.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. To create a customer centric culture, it is critical that a business is able to introduce and embed some rigor and structure into the way it goes about managing the customer experience.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Only 10-20% of CX managers know how to facilitate action on VoC , according to Temkin’s Customer Experience Management Survey.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Step 2: Create Your Personal Brand.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ClearAction

FEBRUARY 26, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Related articles: Voice of the Customer: Do This, Not That.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

FEBRUARY 23, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Related articles: Voice of the Customer: Do This, Not That.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

Bob Hayes

MARCH 2, 2015

overall satisfaction, likelihood to recommend) than with other types of loyalty and CX metrics, suggesting that the CSI measures customers’ general attitude toward the company. As part of a customer experience management programs, businesses need to identify at-risk customers so they can address their concerns immediately.

B2C 40

B2C Net Promoter Score B2B Analysis 40

Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) 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.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76

ClearAction

AUGUST 13, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48