Brands Customer Centricity Customer Experience Professionals Employee Engagement 
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. What do I mean by the ‘right employees’? Step 2 – Infuse Brand DNA.
ijgolding
OCTOBER 3, 2016
Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.
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ijgolding
JUNE 9, 2015
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.
Lumoa
JANUARY 19, 2023
Furthermore, customers remember their good and bad experiences with brands. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand.
Experience Investigators by 360Connext
OCTOBER 6, 2014
Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. This led to more sharing beyond what the brand alone could do. Happy Customer Experience Day!
ijgolding
FEBRUARY 13, 2018
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. And they hold businesses back.
Experience Matters
OCTOBER 5, 2015
You have two choices for driving employee behaviors: 1) Prescribe all of their actions and put in place mechanisms to monitor and control them, or 2) Create a culture that encourages them to act consistently with your organization’s objectives. To what degree do all of your employees think, believe, and act in the same way.
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