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

Strativity

JANUARY 18, 2018

The world’s premier Experience and Culture Design consultancy, Strativity Group, Inc., The world’s premier Experience and Culture Design firm, announces the addition of Steven Walden and Bentley Williams and the opening of two new offices. He is the author of Customer Experience Management Rebooted, 2017.

Groups 40

Groups Culture Marketing Consulting 40

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Beyond Philosophy

NOVEMBER 4, 2014

The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design.

CEM 113

CEM Conference Consumers Customer Centricity 113

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Zhecho Dobrev, one of our consultants published his musings on this concept. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

MARCH 12, 2015

What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Beyond Philosophy

OCTOBER 18, 2019

Now my automatic purchases here are the result of many years of trust and consistently excellent experiences with Apple and Delta. From a Customer Experience Management perspective, wouldn’t it be great for you if all of your customers were like that about your brand? That isn’t true.

System 90

System Airlines Travel Examples 90

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain? Value Chain Solution to VoC ROI.

ROI 48

ROI Effort Score Customer Journeys B2B 48

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Joe, over to you! Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Joe, over to you! Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Joe, over to you! Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

Michel Falcon Experience

APRIL 11, 2019

I called the name of my company Falcon Consulting Group, because preemptively, I thought there was going to be tons of employees and a dope office. A lot of what you read out there is around customer experience design. Really focus on customer experiences. Michel Falcon: I left.

Culture 60

Culture Leadership Hospitality Meeting 60