CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. She recently wrote the book on customer understanding !

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. She recently wrote the book on customer understanding !

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

DECEMBER 10, 2021

We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. Reichheld’s book is an attempt to get users back on track. Buy his book!

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Kayako

AUGUST 7, 2015

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: Alignment around experience.

Chief Customer Officer 120

Chief Customer Officer Roadmap Leadership Customer Experience Professionals 120

ShepHyken

DECEMBER 22, 2020

Delivering Amazing Customer Experiences Through Times of Crisis. certified CX professional and bestselling author. They discuss his new book, Stronger Through Adversity , and share key lessons on how to survive and thrive during challenging times. Show appreciation to your customers! This gesture goes a long way.

Leadership 81

Leadership Customer Experience Professionals Customer Centricity Brands 81

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. Unfortunately, you must have the engagement of the senior leadership to be successful. To be fair, there can be a lot of meetings for senior leadership.

Leadership 60

Leadership Net Promoter Score Meeting Consulting 60

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Blake Morgan

OCTOBER 3, 2023

                        As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. I wanted to know how his leadership experiences could be applied to the customer experience space.

Leadership 52

Leadership Metrics Call Center Customer Experience Professionals 52

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

CX Journey

OCTOBER 4, 2016

Image courtesy of Peter Aceto Does your company practice Weology? The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. As Peter states in the book: Being good to your own people is good business.

Banking 187

Banking Culture Innovation Employee Experience 187

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Before your CCXP study, you may not have realized there is a sequence (described above), where VoC feeds your company’s culture and strategy.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. It could feel lonely to be the one saying “what about the customers?” Thank you for all you do for customers.

Social Media 146

Social Media How To Culture Customer Centricity 146

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. ” – Shep Hyken.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Experience Investigators by 360Connext

MARCH 9, 2015

Customer focused organizations smoke the competition. According to Watermark Consulting , for a five year return, those companies considered customer experience Leaders outperformed their competitors in general, but a whopping 128% better than those companies identified as customer experience Laggards by Forrester.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Kustomer

AUGUST 26, 2022

This podcast is dedicated specifically to data optimization and customer onboarding. Discover the successes, struggles and inside strategies from thought leaders ready to help you maximize your company’s potential. Experience This! The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0,

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ShepHyken

MAY 8, 2018

The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ? ?. This part of the book describes the importance of honoring your customers’ time. Bliss discusses the need to be fair and not take advantage of customers. Take the High Road.

Chief Customer Officer 78

Chief Customer Officer Case Study Customer Experience Professionals Customer Centricity 78

ijgolding

JANUARY 15, 2016

In my experience, there are three main behaviours displayed by organisations that almost see Customer Experience more as ‘fiction’ rather than ‘fact’ – those behaviours are: 1. The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

CX Journey

OCTOBER 6, 2016

In this second part, I'll share the rest of our discussion, which revolved around change and change management, business leaders Peter admires, companies who have adopted Weology, success metrics, and more. But Arkadi had a vision to differentiate from his competitors via the inside the company, i.e., the culture. Why Guinness?

Culture 169

Culture Banking Metrics Employee Engagement 169

Oracle

MARCH 11, 2020

[link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. CX tech is all about creating unforgettable experiences – online and in person.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Customer Bliss

DECEMBER 22, 2016

We had the privilege of interviewing the pioneer of the Chief Customer Officer (CCO) role, Jeanne Bliss who held the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Hello and thank you for joining us today to chat with us about your experience in the CX space Nate. Check out the interview below.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession. I am afraid I do not agree.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

CX Journey

AUGUST 26, 2014

The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Answer Dash

SEPTEMBER 14, 2019

Consumers are more likely to share positive interactions with companies than negative ones. Gen Z tends to do more talking with their friends, family, and colleagues about an experience. Consumers are attracted to companies who honor them. As I shared in the many case studies in my latest book, Would You Do That To Your Mother?

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. He has written nine books on companies like Starbucks, Zappos, Mercedes Benz, and Ritz Carlton. Sources: AP. ” Usatoday.com.

Hotels 104

Hotels Travel Hospitality Consulting 104

Steve DiGioia

DECEMBER 5, 2016

Customer Service and Experience Expert—Hall of Fame Speaker—New York Times and Wall Street Journal Bestselling Author, Shep Hyken , CSP, CPAE works with companies and organizations who want to build loyal relationships with their customers and employees. I like the idea of a Customer Room proposed by Jeanne Bliss.

Industry 100

Industry Culture Metrics Customer Centricity 100

Answer Dash

JUNE 27, 2018

2 - KNOW WHO TO DANCE WITH In my books, I write about the force of the internal power core. 4 - IS YOUR LEADERSHIP COMMITMENT REAL? That leads me to ask this question, is your leadership commitment real or is it lip service? So realize this, and use it to your advantage. Is it real, or is it Memorex? Don’t do this!

Chief Customer Officer 63

Chief Customer Officer Customer Experience Leadership Policies 63

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 Amy: She’s head of Customer Advocacy at MindTouch. Amy Etheridge. Annette Franz. Plus, his Twitter feed!

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

SuiteCX

FEBRUARY 22, 2017

Jan Carlzon, SAS’s CEO during that time, recounts the turnaround in his book titled Moments of Truth (1987), attesting to the powerful perspective the MOT provides and Normann’s more significant contribution to the effort. Normann is clearly stating that a customer is integral to the value creation process.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

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. I call that One-Company Leadership. They were, in effect, creating emotional pain for a customer. It’s an experience. Fearlessly, with no holds barred.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141