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. Most organizations attack the symptom not the cause.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. RachardRShapiro. Annette Franz.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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

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.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

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. Learn more at SDL.com.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

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

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.

Customer Centricity 120

Customer Centricity Fashion Hotels Policies 120

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.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

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

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.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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

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!

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

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.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 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.

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

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 Airlines 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!

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

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.

Feedback 120

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

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

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

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

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

MAY 19, 2023

They use data gathered from customer interactions to pinpoint areas for optimization, making data-driven decisions that improve various aspects of a customer’s journey – from initial discovery, through purchasing and support, to long-term loyalty and brand advocacy.

Customer Journeys 52

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.

Customer Success 23

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.

Customer Experience 48

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.

Customer Experience 48

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.

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

Chattermill

JUNE 25, 2019

A customer-obsessed culture creates the conditions where employees strive to design and invent to create delight for the customer. One of the biggest mistakes you can make is treating the customer experience as an external effort. Creating a customer-centric culture comes from within.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

ijgolding

JULY 1, 2015

Whilst there are often cultural differences from country to country, the premise is largely the same – how can we influence organisations to be more genuine and authentic at being Customer Centric so we can deliver greater advocacy, loyalty and growth.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40