Customer Guru

DECEMBER 20, 2017

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. What has been your journey as a customer experience professional?

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

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Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success.

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Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

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Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about.

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Customer Experience Net Promoter Score How To Customer Journeys 236

ijgolding

JULY 13, 2015

, the customer may ask….’it I dream of many things when it comes to the world of Customer Experience. Filling the world full of Customer Experience Professionals is one! Customer Centricity Definition. One of the world’s most customer centric organisations, Ritz Carlton Hotels, excel at this.

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Customer Centricity Fashion Hotels Policies 120

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. .

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Customer Journeys Metrics How To Customer Satisfaction 273

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. So the questions are, how Customer-centric are you and how do you know?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. So the questions are, how Customer-centric are you and how do you know?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

ijgolding

FEBRUARY 20, 2017

Even the most customer centric organisations in the world have to continuously work to improve the CX – they understand that they can never afford to NOT focus on it – doing so could be fatal.

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Customer Experience Poor Customer Service Financial Return on Investment 208

ijgolding

MAY 25, 2015

I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. As people we never stop learning and being able to see, feel and touch Customer Experience in its many stages of evolution is an amazing honour.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ijgolding

NOVEMBER 16, 2015

Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 120

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? How Customer Success Can Catalyze Customer-Centric Change. Julia Ahlfeldt breaks down what it takes for an organization to truly put the customer at the center of their business. Customer Success Around the Web.

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B2B Survey Net Promoter Score Effort Score 73

ijgolding

MAY 3, 2016

What these ladies demonstrated was the overwhelming power of caring about customers. The joy that can be bestowed to and upon people by others who take the time to ‘think’ and ‘act’ in a truly, genuinely, authentically customer centric way is astonishing. The result has been stunning.

Customer Experience 120

Customer Experience Return on Investment Customer Centricity Hospitality 120

ChurnZero

APRIL 5, 2019

How Customer Success Can Catalyze Customer-Centric Change. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

ijgolding

MAY 23, 2016

There are more examples I could add of what I consider to be ‘bad’ examples of Customer Experience measurement – but rather than me rambling on, I would love for you to add your reasons by commenting on this article. The post Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

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Measurement Customer Experience Customer Journeys Customers 148

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. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ijgolding

NOVEMBER 24, 2015

Whilst many of the people who have had to endure my ramblings are aligned to my passion for the subject of Customer Experience, there will always be some who have a different perspective. It is not a right to have customers.

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Customer Experience Customer Experience Professionals Airlines Consumers 120

ijgolding

MARCH 10, 2016

So simply talking about Customer Experience means nothing. To be a CUSTOMER CENTRIC organisation, requires something completely different – something that completely changes the mindset of people within a business. To be a Customer Centric Organisation requires a business to have a Customer Centric CULTURE!

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Customer Centricity Culture Customer Experience Professionals Communication 120

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

ClearAction

FEBRUARY 14, 2015

Maybe "love" is not the right word, but customer experience professionals should know what I mean: be a fan of, be engaged with, show a predisposition toward camaraderie that leads to co-innovation and co-promotion, inclined to look at the relationship with a long-term perspective for mutual value and growth.

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Customer Experience Customer Centricity Customer Experience Management Financial 48

ijgolding

DECEMBER 19, 2016

Just researching Sky on the web highlights a plethora of issues being experienced by many of their customers. One of my valued network of Customer Experience Professionals is enduring an even worse experience with Sky at the moment. Sadly, I am not alone.

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Feedback Examples Survey Customers 120

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Annette Franz.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ijgolding

JANUARY 24, 2017

Time after time, representatives of organisations stood in front of me and my fellow judges and brilliantly described how the customer was core/central to the strategy of the business.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. How Customer Success Can Catalyze Customer-Centric Change. Julia Ahlfeldt breaks down what it takes for an organization to truly put the customer at the center of their business. Too many even.

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Customer Retention Customer Centricity Customer Success Sales 61

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. VP of Client Experience & Transformation - ADP.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.

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Customer Journeys Customer Experience Net Promoter Score Effort Score 52

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Irene Lefton.

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Customer Success Chief Customer Officer B2B Leadership 23

PeopleMetrics

MAY 30, 2015

We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. So, let’s take a few minutes to remember why that work matters.

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Customer Experience Customer Journeys Net Promoter Score Effort Score 48

PeopleMetrics

MAY 7, 2015

Also, to learn more about the prospect experience, click on the button below to download our research study ebook. It’s worth the energy: it's a good read, and it includes a ton of insights for customer experience professionals and sales leaders alike. Thanks for reading! picking up chicks by frankieleon , CC BY 2.0.

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Customer Experience Net Promoter Score How To B2B 48

ProProfs Chat

JANUARY 17, 2020

The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed. Increase the chances of customer retention. Even after a customer recovery process, feedback is essential.

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Customer Service Social Media Poor Customer Service Feedback 97