Horizon CX

DECEMBER 1, 2023

Effective communication and a focus on service over salesmanship are crucial for success, drawing parallels between Loman’s struggles and the challenges faced by CX leaders. This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Investigators by 360Connext

OCTOBER 27, 2020

How will you close the loop with the customer? Ask: How are you providing meaningful closure to open communication with customers at each listening post? Another neglected part of the listening post puzzle is considering how customers will hear about how their feedback was heard and used. Who is responsible?

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Communicate. Then Communicate Again. Then Simplify.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Beyond Philosophy

FEBRUARY 3, 2020

For example, if I were to tell you Forrester, a global research company, predicted that 1 in 4 Customer Experience professionals would lose their jobs this year, does that sound like good news? It doesn’t seem to be to me—and probably not to you if you happen to have a job title with Customer Experience in the title.

Marketing 131

Marketing Customer Experience Professionals Consulting Customer Experience 131

Lumoa

OCTOBER 24, 2023

This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?” Empathy Shared connections bring people closer in business and their personal lives.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

CX University

OCTOBER 5, 2021

This day is also the global #CXDay, where Customer Experience professionals around the world recognize the profession and its advancement. The delivery of outstanding customer experiences depends on how we communicate with customers to build enduring and loyal relationships.

Engagement 94

Engagement Banking Culture Policies 94

Beyond Philosophy

FEBRUARY 6, 2020

In another article, I shared the information that Forrester, a global research company, predicted that 2020 would be the year that 25 percent of Customer Experience professionals would lose their jobs because of a lack of results they could demonstrate. These are the “opt-in or opt-out?”

Marketing 162

Marketing Customer Experience Professionals Entertainment Examples 162

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. Communication. Collaboration.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

ijgolding

FEBRUARY 12, 2018

But just like the castaways, we had been operating in the little, isolated island of strict confidentiality, away from everybody else and unable to communicate to anybody outside our isolated shores. Personally, this is why I have become a Customer Experience Professional and love playing in this field.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

CX University

JULY 10, 2023

CX University is the first comprehensive online learning organization that specifically trains customer experience professionals. The Enterprise Learning Solution is a tailored program offered to corporations that need specialized, organizational-wide training to weave Customer Experience into the company ethos.

Banking 52

Banking Competitive Advantage Customer Experience Professionals Course 52

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) that ‘just doing better’ doesn’t always make the customers happier or the business healthier. Some have seen their fortunes rise.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. Communicate with relevance. Connect personally.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. with customers?

Sports 308

Sports Customer Experience Professionals Survey Consulting 308

CX Journey

JULY 21, 2017

Unfortunately, as most customer experience professionals know, it requires some heavy lifting. Communication is, obviously, a huge part of making this shift a reality. Shift happens, right? Yea, not so fast! Shift can't be forced. And it just doesn't happen on its own. How does shift happen? What does that require?

Culture 107

Culture Customer Experience Professionals ROI Communication 107

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. SHARP COMMUNICATION – transform ideas into messages.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

COPC

OCTOBER 16, 2023

Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits. Interestingly, there have been successful leaders who have recognized the potential of online communities, even going so far as to leverage them within their organizations.

Leadership 94

Leadership Transportation Culture Contact Center 94

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. The world is fast.

Connections 160

Connections B2B Touchpoint Fashion 160

Experience Investigators by 360Connext

JULY 12, 2022

How will you close the loop with the customer? Ask: How are you providing meaningful closure to open communication with customers at each Listening Post? Another neglected part of the listening post puzzle is considering how customers will hear about how their feedback was heard and used. Who is responsible?

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

Customer Bliss

OCTOBER 31, 2017

Another overarching theme is the idea that client experience is a methodology. It’s one that involves a lot of communication, education, and analysis. Client experience is a methodology which involves communication, education, and analysis Click To Tweet. We had to pick an operational project to prove it and show value.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. VP of Customer Transformation. We even have the old blog posts to prove it! Measure business impact.”. Scott Draeger.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. It was published on t heir blog on April 24, 2017.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

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

MARCH 1, 2017

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Customer Centricity 80

Customer Centricity Culture Customer Experience Professionals ROI 80

ijgolding

JULY 14, 2017

Journey mapping helps to clear the mist, so you can design interactions with purpose, which meet their true goals and deliver the total experience. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

CX Journey

JUNE 30, 2015

Sun Tzu Customer experience strategy is one of the six competencies of the Customer Experience Professionals Association's ( CXPA ) CCXP exam and something every customer experience professional should be well versed in/about. Tactics without strategy is the noise before defeat.

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. The idea behind journey management is that it brings together disparate silos that don’t often communicate or collaborate — or, at least, don’t do those activities well.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Horizon CX

DECEMBER 21, 2021

As you read these, try to see whether and how these characteristics might manifest themselves in your work with customers, fellow employees, friends and neighbors, and fellow humans in general especially considering the times we are in and the ways that we treat and respond to life under pandemic conditions.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Beyond Philosophy

FEBRUARY 3, 2020

For example, if I were to tell you Forrester, a global research company, predicted that 1 in 4 Customer Experience professionals would lose their jobs this year, does that sound like good news? It doesn’t seem to be to me—and probably not to you if you happen to have a job title with Customer Experience in the title.

Marketing 78

Marketing Customer Experience Professionals Consulting Customer Experience 78

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. 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. How can you get your organization to deliver an exceptional customer experience?

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Beyond Philosophy

MAY 26, 2022

Many of our marketing communications messages are about convincing you that this product says something about you. Practically speaking, there are a few implications Dommer’s research has on experiences. Your customers have perceptions of themselves, and you should be aware of those. The Power of Reflective Messaging.

Customer Experience Professionals 78

Customer Experience Professionals Examples Groups Exercises 78

Customer Guru

AUGUST 21, 2018

She has been listed as a top thought leader in customer experience, customer success and customer service by Customer Experience Professional Association, CustomerThink, Global Gurus and many others. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ijgolding

JANUARY 22, 2018

During the hiring process, ask questions that will provide insight into a potential employee’s values, and only choose employees who have a real passion for providing excellent customer service, rather than those who are simply going through the motions. Send company personnel to a customer experience conference.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

Michelli Experience

JUNE 26, 2018

“ If those signs from the universe weren’t enough to spark this blog, I subsequently watched a customer experience professional at another business masterfully use humor to de-escalate a customer complaint. How and when should we use humor to engage customers? Assist in communicating difficult feelings.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Hallmark Business Connections

JULY 27, 2021

My solution: Adopt a data-driven marketing strategy—one that ensures you’re applying empathy, so you communicate what your customers need to see and hear from you now. A report by Salesforce found that 52% of people say they’re likely to switch brands if a company doesn’t personalize communications to them.

Data 98

Data Marketing Social Media Connections 98

ECXO

JUNE 6, 2022

Gilmore wrote the best-selling book The Experience Economy: Our 3 Moderators for such a Special event: Joanna Carr Joanna is a Customer Experience Consultant for Allegro, a technology and communication bureau based in Norway. He’s also the ECXO.org co-founder. Ricardo Saltz Gulko.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52