ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Fortunately help is at hand – and has been since 2006.

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

ijgolding

MARCH 20, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. While I was there, the agency started working with something called experience-based branding.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

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

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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 an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

How To 208

How To Self Service Banking Customer Satisfaction 208

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. Ideas also get trendy.

Customer Experience 153

Customer Experience Effort Score Consulting Customer Experience Professionals 153

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

CX Journey

OCTOBER 4, 2016

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. Why is this important? When Me thrives, We benefit. Let's dive in.

Banking 187

Banking Culture Innovation Employee Experience 187

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. 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. Why do we do this?

Social Media 146

Social Media How To Culture Customer Centricity 146

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

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. The six steps are as follows: Step 1 – Attract. What do I mean by the ‘right employees’?

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

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

Horizon CX

JUNE 2, 2020

Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” EMPATHETIC – listen to employees and customers.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. These include NPS, Net Promoter System, and customer journey mapping.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. 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.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Here are the answers: 1. Yes and no.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

Customer Bliss

MARCH 26, 2019

I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!). I’m 35 years into this work with customer experience, and I’m still happy and excited.

Leadership 181

Leadership Chief Customer Officer How To Customer Experience Professionals 181

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

CX Journey

OCTOBER 6, 2016

I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements. So I asked, Which business leaders do you admire for their customer-centric vision? It's all about changing the way people think.

Culture 169

Culture Banking Metrics Employee Engagement 169

PeopleMetrics

APRIL 4, 2017

This is an important concept for those of you in the business of customer experience – because the ability to embrace and learn from failure is particularly important. Customer experience leaders know how put those failures to work. These leaders embrace not failure, but what they can learn from it.

Culture 94

Culture Innovation Customer Experience Professionals Customers 94

ECXO

JUNE 6, 2022

From CX to Distinctive Experiences with Joe Pine. The European Customer Experience Organization is delighted to announce Joe Pine, discussing From CX to Distinctive Experiences in a presentation and Q&A session with all ECXO CX professional community. Share on linkedin. Share on twitter. Share on facebook.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience. You All Want Growth.

Trends 192

Trends Net Promoter Score Effort Score ROI 192

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. It was easy to dream about changing a company’s culture and influencing employee engagement.

Roadmap 116

Roadmap Sales Case Study Airlines 116

ijgolding

MAY 17, 2018

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. How on earth did you end up working in the field of Customer Experience?! What a fascinating and amazingly inspiring story.

Travel 164

Travel Hotels Customer Experience Feedback 164

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

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

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. is going out of cultural alignment. Shep Hyken. Training is also essential.

Industry 100

Industry Culture Metrics Customer Centricity 100

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience?

Customer Experience 125

Customer Experience Customer Centricity Poor Customer Service Customer Service Representative 125

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. He specializes in customer experience, loyalty and engagement.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. Just joking, dear!).

How To 105

How To Culture Feedback Travel 105

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

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. Getting your Customers’ Needs Met is Vital.

Hotels 104

Hotels Travel Hospitality Consulting 104

Kayako

SEPTEMBER 8, 2015

For instance, the title Account Manager refers to someone who looks after a customer’s account once they have become a customer, while Account Executive can be another name for a sales person and often has very little to do with managing the customer’s account. Does it even matter what this group of professionals is called?

Culture 120

Culture Advertising Industry Customer Experience Professionals 120

Customer Bliss

JULY 4, 2017

Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide. I loved working with Mark!

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143