ijgolding

NOVEMBER 12, 2017

What happens when two Customer Experience Professionals visit a restaurant together for the first time? . As a result, when any organisation plays host to a Customer Experience Professional – let alone two at the same time – they have no idea what they may be in for!

Company 227

Company Customer Experience Professionals Hotels Insurance 227

Oracle

MARCH 28, 2018

It’s becoming a massive tech movement and countless companies are not only getting on board, but also finding new, innovative ways to use blockchain technology. This can create increased brand loyalty, and better CX overall thanks to this increase in trust. But where did it come from? Where can it go?

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience Banking 49

InteractionMetrics

JUNE 19, 2023

Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. Companies that employ UX designers strive to build interfaces that are straightforward and easy to use. As customers, we have all felt the difference when a company makes UX a priority.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Horizon CX

DECEMBER 1, 2023

Like a salesperson tailoring their pitch to address specific buyer needs, CX leaders must emphasize how a customer-focused approach directly contributes to achieving strategic milestones. Real-world examples from successful companies will be highlighted to underscore this point.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Lumoa

OCTOBER 24, 2023

Happy customers are satisfied customers who will return to help your business. One surefire way to deliver happiness to customers is to create a culture of happiness within the company. A customer experience that focuses on cultivating happiness needs to follow a similar model.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is a firm believer of Employee Experience. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

TechSee

AUGUST 14, 2023

Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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

CloudCherry

MARCH 19, 2018

When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. Not a lot of companies are doing that. Not a lot of companies are doing that. But often they fail to quantify the financial impacts of these initiatives.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

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

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX University

MARCH 25, 2024

We were warned last year that Artificial Intelligence (AI) is set to revolutionize customer experience in 2024, shaping various trends that major companies are tracking. Empathy at Scale Customer Experience professionals have been talking about empathy in CX for several years, dating back at least to 2014.

Omni-Channel 52

Omni-Channel Customer Satisfaction Customer Experience Professionals Trends 52

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

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What does the company want to achieve? And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. He specializes in customer experience strategies, customer service engagement, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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. More Posts - Website Follow Me: The post Love Your Customers, Love Your Profession!

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

Kerry Bodine

JANUARY 13, 2016

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Service Experience. Media Companies.

CEM 120

CEM Conference Customer Experience Professionals Contact Center 120

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

CloudCherry

MARCH 19, 2018

When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. Not a lot of companies are doing that. Not a lot of companies are doing that. But often they fail to quantify the financial impacts of these initiatives.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Talkdesk

AUGUST 20, 2015

Customers are more demanding than ever and more willing to defect after a poor experience. This presents a significant challenge for modern companies, who must adapt to provide a better customer service experience or risk eroding loyalty, losing revenue and contributing to the growth of competitor companies.

Loyalty 40

Loyalty Customer Experience Effort Score Call Center 40

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author.

System 338

System Effort Score NPS Net Promoter Score 338

Blake Morgan

AUGUST 4, 2023

When looking for a keynote speaker for a conference, retreat, or presentation, most companies go through a speakers bureau. Instead of finding someone on their own, speakers bureaus connect companies and individuals with a huge variety of professional speakers, from authors to athletes and thought leaders.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

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

ijgolding

FEBRUARY 12, 2018

Enjoy… Have you ever been stuck on a deserted island, with only your thoughts and a handful of fellow castaways for company? According to a study by Gallup, “only half of customers believe that the companies they do business with always deliver on what they promise”. Well, I guess not many people have… physically.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Media Companies. Gartner’s Customer 360 Summit.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

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. If there is a company-wide kudos program, lavish them with recognition.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. These inconsistencies in delivered experiences are the differences between customer service and customer experience.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

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

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

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

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Adaptive Path’s Service Experience Conference.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

SurveySparrow

JUNE 21, 2023

Understanding the Role of a CX Consultant A CX consultant is a trained professional who specializes in understanding, enhancing, and optimizing a customer’s journey with a company. This refers to the creation of a visual representation of every experience a customer has with a company.

Consulting 52

Consulting Metrics Customer Journeys Customer Experience 52

ShepHyken

FEBRUARY 26, 2023

8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company. A company’s call center is often the primary point of contact between customers and the organization.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

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

Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. The company has designed this layer of its organization to focus on compliance and obedience.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

ijgolding

OCTOBER 24, 2014

The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their greatest ever crisis. Too many businesses worry about Shareholders first, automatically placing concerns for customers and employees lower down the list of priorities. The returns will come in time.

Retail 290

Retail Financial Report Customer Retention 290