Experience Investigators by 360Connext

OCTOBER 9, 2014

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. Customer experience as an industry is still in its infancy. “Worlds are colliding because it all comes back to customer experience.”

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? We not only share those experiences, we become loyal (or don’t) because of them.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

CX Journey

AUGUST 16, 2016

Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If they came with these traits, wouldn't your job as a customer experience professional be much easier?

Company 80

Company Leadership Culture Touchpoint 80

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Bruce is widely regarded as a customer experience visionary.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it. This change is significant.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

BlueOcean

OCTOBER 8, 2021

As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure their customers receive a high level of service excellence. Removing pain points FIRST, is far more valuable than trying to delight customers.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Beyond Philosophy

FEBRUARY 3, 2020

However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth. Does that sound as dire as the first prediction? In my opinion, it doesn’t.

Marketing 131

Marketing Customer Experience Professionals Consulting Customer Experience 131

CX Accelerator

NOVEMBER 11, 2022

Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn. CHANGE MANAGEMENT Becoming more customer-centric is a change; you are transforming the organization from one state to another. Empathy and sensitivity are the traits you would look for in a person managing an EX program.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Michelli Experience

JUNE 26, 2018

Humor and Customer Experience. Recently, while consulting for a customer experience client, I had someone ask me how to coach a front-line service professional not to use humor as a weapon against customers. How and when should we use humor to engage customers?

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Follow her now to make sure that your company is keeping up with the newest crowd. Chelsea Krost. ChelseaKrost. ColinShaw_CX.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

JANUARY 22, 2022

The mistakes of last year are best summarized by lagging or plateauing Customer Satisfaction Scores. The American Customer Satisfaction Index (ACSI) says only 30 percent of companies tracked by ACSI improved their score over the last 10 years. All this to say, it’s time for a next level for customer strategy.

CRM 78

CRM Customer Satisfaction Consulting Customer Relationship Management 78

CX Journey

MARCH 14, 2017

I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience. isn't that all going to impact the customer experience? Customer experience is not a priority.

Customer Experience Professionals 148

Customer Experience Professionals Innovation Technology Advertising 148

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

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. Framing Information Does That Too. .

Marketing 162

Marketing Customer Experience Professionals Entertainment Examples 162

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. There are plenty of reasons to make your customer experience a priority. What could have worked better?

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Alida

APRIL 26, 2018

Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence. Most executives today claim that customer experience is a top goal for their business, but Forrester’s research shows companies aren’t making meaningful improvements in this area.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

ChurnZero

FEBRUARY 9, 2021

Collectively, these tenets outline the role of the CSM in ensuring that customer success occurs and that its benefits are realized by both the CSM’s own company and its customers. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Sales: Customer Success. Time: 58 minutes.

Course 98

Course Customer Journeys Customer Success Consulting 98

Blake Morgan

OCTOBER 3, 2023

                        As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. This would help in identifying customer values that work as targets to improve.

Leadership 52

Leadership Metrics Call Center Customer Experience Professionals 52

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Companies with high or improving scores had higher stock returns than their competitors and outperformed market indexes.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . When a company invests $1, they want to make at least $2 back for their trouble. Maersk is the largest container shipping company in the world.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Michelli Experience

AUGUST 22, 2017

Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. Michelli, Ph.D.

Airlines 113

Airlines Data Travel Consulting 113

Innovative CX

OCTOBER 17, 2018

After years of contemplation and months of planning, today, I’m launching, Innovative CX Solutions, LLC a boutique consulting firm specializing in customer experience, sales and service experience design and talent development. Passions pursued. Passions realized. So, the time has arrived.

Consulting 75

Consulting Customer Experience Professionals Innovation Sales 75

ECXO

JUNE 6, 2022

The Experience Economy was probably the most impactful book related to customer experience and design around the globe. The acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. He is co-founder of Strategic Horizons LLP and the Author of the Experience Economy.

Consulting 52

Consulting Customer Experience Professionals Innovation Culture 52

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. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Alida

JUNE 16, 2016

As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. In 2015, Bliss released a follow-up to her book, appropriately titled Chief Customer Officer 2.0. The long list of CustomerBliss clients include Adobe, Zappos and Brooks Brothers.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

CX Journey

OCTOBER 27, 2015

Ironically, the postings were really sales/retail positions or call center/customer service jobs. And sadly, many of the job descriptions never even mentioned the customer ! If that's the case, then your title should have the words "customer experience." (If How can that be? for yourself and for those around you.

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. The first challenge is the focus for most companies on quarter profits.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Experience Matters

DECEMBER 15, 2015

In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

CX University

JANUARY 27, 2019

The partnership between the two organizations is meant to create a wider reach to Qatar-based CX professionals and aspiring practitioners. CX University is the first comprehensive online learning platform who specifically trains customer experience professionals. www.cxessentials.com.

Customer Experience Professionals 49

Customer Experience Professionals Course Training Consulting 49

Beyond Philosophy

FEBRUARY 3, 2020

However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth. Does that sound as dire as the first prediction? In my opinion, it doesn’t.

Marketing 78

Marketing Customer Experience Professionals Consulting Customer Experience 78

ijgolding

JANUARY 15, 2016

However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all. it deserves.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Totango

MARCH 8, 2022

Joining a customer success community usually is a simple matter of registering, but some communities may require administrator approval to join. Any individual or company can start a customer success community. Why Should You Participate in Customer Success Communities? Gain Grow Retain. CSM Practice.

Customer Success 115

Customer Success Guidelines Social Media Tips 115