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? Investing in not just acquiring customers, but keeping them long-term, can pay off in huge dividends.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Other joyful discoveries include accountability methods and practical ways to shape customer-centricity company-wide. CCXP Struggles.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

CX Journey

JANUARY 2, 2019

This is an ongoing conversation: What does customer experience transformation success look like? How do we show ROI? First, it's important to recognize that there are three different audiences of this transformation: employees, customers, and the business. How do we show ROI? I outlined how each contributes.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Provide feedback and help them stay on the right course, if needed.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

CX Journey

MARCH 1, 2017

Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Customer Centricity 80

Customer Centricity Culture Customer Experience Professionals ROI 80

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. . However, business is also all about return on investment (ROI). All businesses need to focus on customers’ unmet needs to gain growth. Unmet Needs Gain Business Growth.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Customer Bliss

MAY 4, 2017

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. All the discussions, customer calls, data sets, etc.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

GetFeedback

AUGUST 14, 2019

Your expectations are vastly different, based on your own perceptions and the brand promise of either fast, cheap food or full dining experience from a five-star chef. Of course not. But the fast-food chain could do the same thing and meet your expectations without issue, leading to a satisfied customer. . Free CSAT Calculator.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Innovative CX

FEBRUARY 26, 2019

Or better still, “Who owns the customer experience?” Of course, there is truth in the “everyone does” response - all of us do have a role in delivering an exceptional experience to our customers. As we know all functions have some role in the end-to-end customer experience. What’s in a name?

CEM 40

CEM Customer Experience Professionals Course ROI 40

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeff Toister.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeff Toister.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

OCTOBER 1, 2018

Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains. Apply customer lifetime value to customer intelligence and you’ll prioritize, motivate and sustain internal engagement in improvement and innovation efforts that your whole customer base will reward.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

GetFeedback

JULY 19, 2019

Will VoC feedback help you live up to your customer experience mission and brand promise? How will increased happiness from customers drive bottom-line results? Of course, you need leaders across your organization to really take actions that get results. Your customers are definitely ready to share! Get the Guide.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CX Journey

DECEMBER 13, 2018

Likely, in that first year you have to assemble your CX Team, you have limited funding until you prove the value of investing more in customer experience efforts. The pressure to demonstrate business impact and ROI quickly makes your first hire even more important. That, of course, is not ideal.

Tips 83

Tips Customer Insights Leadership Exercises 83

Kitewheel

MARCH 25, 2019

Identifying customer pain points isn’t easy – VoC data only reflects those customers willing to fill out your surveys and is difficult to use for immediate experience course correction. How you can identify customer pain points more quickly this spring is by bringing journey analytics in house.

ROI 76

ROI Hotels Customer Journeys Retail 76

ClearAction

OCTOBER 25, 2015

1) Drive significant change in order to drive significant ROI : most customer experience efforts start out with a technology buy, taking cues from vendors about what customer experience managemen t entails. Yet, for customer experience professionals, those things are typically what we eat, drink and sleep.

Customer Experience 48

Customer Experience Customer Journeys ROI Customer Experience Management 48

Customer Bliss

DECEMBER 22, 2016

Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect. Are you keeping more customers than you lose? What is our net customer asset growth? Why are we losing customers?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Pointillist

JUNE 5, 2019

While experience metrics (like NPS® or CES) provide guidance for understanding the outcome of customer interactions with your brand, the financial outcomes quantify any changes in customer behavior that result. For example, only 26% say they use revenue as a yardstick to measure customer experience success.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. You need to choose the right course that offers trainings, more information, and certifications.

Customer Success 22

Customer Success Course Training Customers 22

ClearAction

JANUARY 6, 2021

How can leaders wrap their heads around these overwhelming mandates for customer experience excellence? How can it be achieved NOW, rather than over the course of several years? Interestingly, like the list above, the answer to customer experience excellence in 2021 is to revisit the basics: they’re long overdue!

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. For that reason I would score it a 6 which is, of course,100% worse than a score of 9 in NPS maths.

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

FEBRUARY 23, 2015

A sensible approach to customer experience journey mapping is what’s needed for sustained customer experience ROI. This is the first article of a series: Journey Mapping: Focus on the Customers’ Experience. Customer Experience Journeys: Map for Actionability.

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77

ClearAction

FEBRUARY 26, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

FEBRUARY 23, 2015

A sensible approach to customer experience journey mapping is what's needed for sustained customer experience ROI. Contact the author, Lynn Hunsaker , to find out how to customize these practices to your situation. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

ClearAction

FEBRUARY 27, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

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. It’s only when he went to customer experience that he lost it. Dan Gingiss: That’s true.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Maru/HUB

OCTOBER 25, 2018

Often the activity in question is something you can’t easily attribute a direct ROI to since few people would question the merits of an activity they know is profitable. Of course, “retail” is a very general term, as is “restaurant”. Eye Trackit for Market Research Professionals. It’s tempting to shortcut market research.

Marketing 45

Marketing Retail Travel ROI 45

ClearAction

MARCH 23, 2015

Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). ClearAction offers a CCXP Exam Prep Course.). Mechanisms are put in place to drive CX contribution to the company’s validity and prosperity. Image purchased under license from Shutterstock.

Government 48

Government Customer Experience Customer Journeys ROI 48

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].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

FEBRUARY 14, 2015

If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? That's just a glimpse of the joy of having customers. It's par for the course, to be sure. Is finance-centric smarter than customer-centric?

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

Michel Falcon Experience

SEPTEMBER 24, 2015

We are now trying to determine the best foot to put forward to bring us closer to creating a customer experience that not only delights our customers, but that also helps us financially. If a superior customer experience has worked for companies like Starbucks and ZenPayroll Gusto can it also work for your organization?

Customer Experience 60

Customer Experience eBook Social Media Training 60

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. Companies have traditionally looked to improve customer experience by focusing on particular touch points.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Russel Lolacher

OCTOBER 10, 2022

Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. And that’s that’s definitely there’s an ROI on that one. Connect and learn more about Stacy on her platforms: Twitter.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52