ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. You would not ask someone to audit your books if they were not a qualified accountant…….would

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Beyond Philosophy

AUGUST 15, 2019

Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

CX Journey

DECEMBER 27, 2017

If you did, I would imagine that you'd include things like specific and measurable process improvements, cost efficiencies, culture changes, and customer retention as some of your critical KPIs. These things cannot be achieved without taking real action on the feedback. If you have knowledge, let others light their candles in it.

Feedback 118

Feedback Metrics Culture Customer Retention 118

ClearAction

DECEMBER 16, 2017

Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns. Consider listening to current, lost and potential customers.

Customer Centricity 54

Customer Centricity Customers Consumers Culture 54

CX Journey

SEPTEMBER 7, 2017

I don't think anything there will surprise you, but at the end I recommend a book that I think all CX professionals should read! Check it out. At first they will ask you WHY you are doing it, but later they will ask you HOW you did it. Unknown.

Feedback 97

Feedback Communication Customer Experience Company 97

ChurnZero

FEBRUARY 26, 2021

Put simply, Customer Success does a lot of things for a lot of people. As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. It’s a huge [customer] lifecycle,” says Matt.

Customer Success 59

Customer Success Company Management Roadmap 59

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ijgolding

NOVEMBER 13, 2018

Ultimately, establishing the Voice of Customer in your client base will help you leverage positive reviews and organic word-of-mouth, which will help you grow your business. The key difference between a B2C and B2C VoC program is that the latter requires a complete shift in company culture. My book, ‘Customer What? –

B2B 185

B2B B2C Automotive Retail 185

Russel Lolacher

JUNE 15, 2021

For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. The customer calls it “shopping elsewhere.”.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Comm100

APRIL 26, 2020

Wrestling through that book caused something to click in my mind…and stirred up a new hunger. The idea of designing great experiences even BEFORE they reach customer service would change my whole outlook on service. However, you also mention that lasting experiences almost always come down to the need for a culture change.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

ECXO

DECEMBER 20, 2023

In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers predicted in their great book, The One to One Future , the end of mass marketing and a shift to personalisation. Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. The customer, and the customer’s loyalty, can never be taken for granted – a fact well-understood, and driven into the organizational DNA, by the CCO.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Wootric CX Blog

MAY 12, 2020

That gut ‘voice of customer’ reaction complements all the behavioral tracking. When it becomes a firehose, you are ready for text analytics to tell you what your customers are feeling and what they care most about. . In 2014, Airbnb increased bookings from their referral program by more than 300% per day.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

Qualtrics

FEBRUARY 20, 2019

Book your place now. I focused on workplace culture and structure, and their impact on GE’s overall performance”. I was an internal consultant helping different business units improve their relationships with customers. My time at GE taught me the importance of linking employee experience and customer experience.

Groups 30

Groups B2B CRM Culture 30

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. The question of “Why is it important to mature your programme?”

Tips 71

Tips Customer Centricity Feedback Social Media 71