Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. Communicate your role to your colleagues and peers. He created two separate groups to analyze the different aspects of the customer experience.

Transportation 129

Transportation Industry Management Guidelines 129

CX Journey

NOVEMBER 6, 2014

We consider costs for ground transportation, including rental cars, hotel rates, and park fees, never mind the “special fees” also known as bribes that one tends to be ordered to pay in certain locations. Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? A data analyst?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Kayako

DECEMBER 3, 2015

Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that exceptional customer service has more impact on the rest of the business than your colleagues realize. You know that customer feedback helps build a better product.

Customer Service 120

Customer Service How To Case Study NPS 120

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Qualtrics

JANUARY 2, 2019

In many ways, the new guidance represents a next frontier because it requires agencies to do stuff that incorporates CX as a business discipline, like publicly reporting customer feedback data and what they are going to do to make experiences better. Struggle: Chief customer officers are still mostly missing.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Qualtrics

MARCH 4, 2019

General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. GSA helps manage and support the basic functioning of federal agencies by supplying products and communications for U.S. You need qualitative feedback to make people pay attention and quantitative to support it.

Customer Experience 40

Customer Experience Government Policies Chief Customer Officer 40

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. What are some of the good use cases you’ve heard around SMS and how it was effectively weaved into customer service? What do you hear from customers about proactive service?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42