Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. This is huge in business to business customer experience.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Before Yellowfin, Lee began his career at a software company call center, working his way up to team lead, manager, then a VP to handle client success.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Course 98

Course Customer Journeys Customer Success Consulting 98

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Totango

MARCH 8, 2022

Helping CS professionals sharpen their skill sets, advance in their careers and hunt for jobs. Support CS managers with information and advice from the community. These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders.

Customer Success 116

Customer Success Guidelines Social Media Tips 116

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

CRM 133

CRM B2B B2C Customer Experience Design 133

Maru/HUB

FEBRUARY 19, 2018

In 2013, Walker Information published the results of a study about the emerging importance of customer experience for B2B companies. Customers 2020: The Future of B-to-B Customer Experience focused on how B2B companies should be preparing to meet changing customer expectations.

Customer Experience 40

Customer Experience B2B Customer Experience Professionals Touchpoint 40

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. How do you align channels to deliver the right customer experience?

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Customer Guru

AUGUST 21, 2018

Kate is the VP and Principal Analyst at Forrester and serves Application Development & Delivery Professionals. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. She is a world-reknowned author, professional speaker and a customer experience consultant.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Course 52

Course Customer Journeys Customer Success Consulting 52

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward. How is the aim of delighting our customers reflected in our commercial strategy?

Strategy 138

Strategy CEM Customer Experience Banking 138

Confirmit

OCTOBER 3, 2017

This means lots of talk about the experience in store or similar, and in dealing with potentially millions of pieces of feedback from different individuals. However, CX in a business-to-business (B2B) environment often presents greater challenges, despite there being small data sets to deal with. Voice of the Customer Best Practices.

Abandon Rate 40

Abandon Rate B2B Insurance Touchpoint 40

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

SurveySensum

JULY 9, 2021

Why is it important for CX Professionals to be empathetic? Customer experience professionals must learn empathy because they are the ones in charge of making the end-customer satisfied. And, how will they know how to make an incredible customer experience if they don’t empathize with their customers?

Social Media 98

Social Media ROI NPS Loyalty 98

Confirmit

APRIL 15, 2019

Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries. Brad Linville. Director, CX Consulting, Confirmit.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

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

Natalie Petouhof

JANUARY 19, 2016

B2B Customer Experience: How does an application consume all this data – from service, sales, marketing, mobile… to result in a business outcome? That’s my focus- not as much on all the data or infrastructure – but rather what is the customer / business outcome that all this provides?

Trends 40

Trends Software B2B B2C 40

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. Here’s a picture of the Northern Lab: Customer Experience Podcast Lessons: Journey-Mapping, Specifics, And Guiding Others. Fearlessly, with no holds barred. The problem?

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

PeopleMetrics

MAY 7, 2015

(And they're exclusive findings we didn’t include in our final ebook— which you can find here , should you be interested in similar insights into the prospect experience.). In the study, we asked B2B telecommunications buyers to consider how their eventual providers delivered value in the prospect experience. Thanks for reading!

Customer Experience 48

Customer Experience Net Promoter Score How To B2B 48

Bob Hayes

DECEMBER 29, 2014

Your Product, Future and Employees: Three Customer Experience Pillars of Growth : In a study including six B2B companies, I found that companies need to do several things exceptionally well if they want to grow their companies. The Hidden Bias in Customer Metrics : Metrics don’t exist in a vacuum.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Qualtrics

JULY 18, 2019

Perhaps you share customer feedback internally now among your colleagues and managers. That’s great, and it’s definitely something you should do to align employees around customers. But closing the loop with customers is different. Free Customer Satisfaction Survey Template. It’s equally as important. Book a Demo.

Feedback 49

Feedback Government Airlines Social Media 49

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

ijgolding

JULY 11, 2018

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Enjoy… Hello Customer Experience Manager, you did a great job! Because of your constant hard work and effort your company is now officially recognizing Customer Experience (CX) as a new discipline.

Customer Experience 31

Customer Experience Customer Centricity Customer Experience Professionals B2C 31

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

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. " To summarize as it applies to CX management: The company leaders establish and monitor CX policies. Just what is it, anyway?

Government 48

Government Customer Experience Customer Journeys ROI 48

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. Community Manager - C u stomerExperience.io. Brandon Hickie.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySparrow

JANUARY 28, 2020

We thrive on going where the data takes us, bringing change management to customer experience to help CX leaders drive customer-focused action. SurveySparrow: Besides being its founder, you are also the Journey Mapper-in-Chief of Heart of the Customer. One thing we share, though, is a thirst for knowledge.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

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? Customer-centric culture means your entire company conducts their work with your customers' well-being in mind. What happens with finance-centric supplier management?

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services. Irit Eizips.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. CCSM Level 1 focusing on engaging, managing, and retaining customers.

Customer Success 22

Customer Success Course Training Customers 22

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130