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

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. The real key to customer loyalty is reliability and consistency. Customers were furious.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Marketing 131

Marketing Customer Experience Professionals Consulting Customer Experience 131

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. Your satisfied customers spend 15% more with your brand. First things first.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

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. RachardRShapiro.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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

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

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 Investigators by 360Connext

MAY 24, 2017

“ Am I expected to mention our loyalty program anymore? Changing company priorities or giving stressful instructions like “get that satisfaction score up…or else!” It’s a perfect storm of creating wildly inconsistent experiences for customers. Why isn’t that happening this time?”

Hotels 125

Hotels Infographics Loyalty Programs Customer Journeys 125

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? Nine Best Customer Success Communities in 2022.

Customer Success 118

Customer Success Guidelines Social Media Tips 118

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. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Marketing 78

Marketing Customer Experience Professionals Consulting Customer Experience 78

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

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Want to get a head start and learn some expert tips? Join me for free !

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Amy Etheridge. Annette Franz. Plus, his Twitter feed!

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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

Experience Investigators by 360Connext

JUNE 1, 2017

But the idea of investing in creating powerful, meaningful and delightful experiences is still a relatively new idea. At the sixth Customer Experience Professionals Association (CXPA) Insight Exchange , I had the chance to learn and share with 350 of my fellow experience fanatics. Money talks, but so do customers.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Confirmit

JULY 10, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. What are, in your opinion, the top challenges in customer experience that companies should be aware of now?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward. How big is the risk represented by the way we currently engage with customers?

Strategy 138

Strategy CEM Customer Experience Banking 138

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

OCTOBER 28, 2021

Carbone agrees, adding that every company has a moral obligation to create value. Organizations must consider how they can improve customers’ lives. Greedy companies, Carbone says, make bad business decisions, cutting the fat out of profits until they hit bone and cut their way out of existence. We couldn’t prove it.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

Confirmit

JULY 10, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Experience Investigators by 360Connext

MARCH 24, 2015

I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals. But I’ll bet on better experiences for everyone. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Confirmit

JUNE 26, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

ijgolding

MAY 5, 2017

But it really is by no means the only driver, particularly when recruiting for Customer Experience professionals. A bad recruitment experience with a company can lose you that customer, who may then tell others about their experience – a negative customer experience initiative!

Brands 144

Brands Customer Journeys Brand Values Airlines 144

Steve DiGioia

DECEMBER 5, 2016

Customer Service and Experience Expert—Hall of Fame Speaker—New York Times and Wall Street Journal Bestselling Author, Shep Hyken , CSP, CPAE works with companies and organizations who want to build loyal relationships with their customers and employees. I like the idea of a Customer Room proposed by Jeanne Bliss.

Industry 100

Industry Culture Metrics Customer Centricity 100

Answer Dash

SEPTEMBER 14, 2019

Consumers are more likely to share positive interactions with companies than negative ones. Gen Z tends to do more talking with their friends, family, and colleagues about an experience. Consumers are attracted to companies who honor them. there are tons of companies that reinvent their operations to meet customer goals.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. John DiJulius is the president of the company as well as an entrepreneur in his own right.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Empathy is equally crucial to the employee experience.

Report 52

Report Airlines Healthcare Transportation 52

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. He has written nine books on companies like Starbucks, Zappos, Mercedes Benz, and Ritz Carlton. Getting your Customers’ Needs Met is Vital.

Hotels 104

Hotels Travel Hospitality Consulting 104

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Bill Quiseng

MARCH 7, 2016

I recently read that live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. Just the other day, I had a terrible experience with a highly acclaimed web hosting company. Chief Customer Fanatic and Founder, Customer Fanatix.

Social Media 60

Social Media Brands Customer Service B2C 60

Strativity

AUGUST 5, 2014

Techniques that will elevate your customer journey mapping to the next level. How can large companies scale the value of customer journey maps across their entire organization? By adopting a practice that Temkin Group calls Customer Journey Thinking. Click here to register for this webcast.

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40