CSM Magazine

MAY 19, 2023

As a result, when engineering customer experiences, businesses must address not only customer service touchpoints but also consider the entire customer journey, covering aspects like product offerings, pricing, and communication channels. This involves prioritizing customer needs and preferences.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

ijgolding

MARCH 10, 2016

Many business leaders find it very easy to SAY that their intent is to be CUSTOMER focused – that their intent is to deliver world class CUSTOMER service – that their intent is to create a strategy that continuously improves the CUSTOMER experience – but actually being able to make this a reality is far more of a challenge.

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

Storyminers

JULY 6, 2020

That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek. Annette Franz. Bill Quiseng. Jeff Toister.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek. Annette Franz. Bill Quiseng. Jeff Toister.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ProProfs Chat

JANUARY 17, 2020

The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed. The basic difference between the two is that feedback is directly communicated to the company, whereas a complaint is not.

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

CX Journey

FEBRUARY 5, 2019

Stories are a wonderful communication tool and a powerful teaching tool. Implement and activate new experiences. The maps become blueprints or statements of direction for the work to be done to improve and to redesign the experience. Communicate and share experiences.

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Interaction 88

Kustomer

DECEMBER 31, 2020

It’s always fun to talk to people like yourself who have a plethora of experiences. So I’ve been a customer experience professional for 20 years. Was it just the email communications, but it was at the rally with the managers rallying the troops that kind of got the employees excited? Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Hello and thank you for joining us today to chat with us about your experience in the CX space Nate. Check out the interview below.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. Many of us are also teaching, even when it’s not in our job descriptions.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Your Needs: Understand and communicate your customers’ actual journeys. By Steve Offsey.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This is not about documenting stuff for the sake of documenting it. That’s not the point.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

ijgolding

JULY 15, 2016

It is indisputable that listening to the perceptions of your customer is vital for any aspiring customer centric company – yet are companies really set up to actually listen? Last week I had the pleasure of talking to an incredibly passionate Customer Experience Professional called Julia Forsyth.

Connections 120

Connections Feedback Airlines Survey 120

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40