Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. To explain this further, Annette suggests: I think when employees hear leadership talking about the customer, that’s really important.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. We all have stories to tell – the good, the bad and the ugly. .”

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. What do your customers hate? on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”

Tips 282

Tips Customer Centricity Strategy Social Media 282

ijgolding

APRIL 3, 2017

Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot!

Customer Experience Professionals 152

Customer Experience Professionals Healthcare Government Customer Centricity 152

Wootric CX Blog

DECEMBER 8, 2019

Customer experience leaders are finding new applications for the popular Customer Effort Score metric. Traditionally used to assess and improve support interactions, CES is now guiding improvements in onboarding in the SaaS sector, driving customer-centric culture in healthcare and more. Why Focus on Effort?

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”.

Tips 208

Tips Customer Centricity Strategy Social Media 208

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”.

Tips 182

Tips Customer Centricity Strategy Social Media 182

BlueOcean

OCTOBER 8, 2021

This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Prior to the arrival of dedicated customer experience professionals in the C-suite, customer experience issues tended to fall at the feet of the marketing department, or worse, get put on the backburner.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

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. Will they care?

Feedback 120

Feedback Examples Survey Customers 120

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. Pro tip : If your customer journey is mostly digital (e.g., website, apps, etc.),

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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. I am afraid I do not agree.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

ijgolding

APRIL 4, 2017

Money does not grow on trees, is just one example. Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. There are certain things in life that are indisputable. The earth is round, is another.

Technology 336

Technology Innovation Leadership Customer Experience Professionals 336

ijgolding

JANUARY 14, 2019

Examples of reference may have included STD outbreaks that are known to significantly decrease in frequency after seven years, or mites that live under the skin (scabies) and cause severe itching that is hard to get rid of. In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

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. For example, board members must be CCXPs.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Alida

MARCH 10, 2017

Failure to listen to customers. Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. So, Now What?

Trends 192

Trends Net Promoter Score Effort Score ROI 192

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. We’re a small company specialised in customer insights, CX consulting and training/change management. How did you become involved with customer experience?

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

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

GetFeedback

DECEMBER 2, 2019

I’ve outlined an example here. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . Your satisfied customers spend 15% more with your brand.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

ijgolding

NOVEMBER 29, 2016

Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence. In that time, more and more businesses of all shapes and sizes across multiple industries have ‘dipped their toe in the water’ of Customer Experience. The big question is why?

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

Experience Investigators by 360Connext

OCTOBER 6, 2014

Their fanatical recognition of customer service reps who go above and beyond is a crazy example of getting it right. What if your company spread the news about great experiences just as much as bad ones? Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Lumoa

JANUARY 9, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Never underestimate the customers expectation in CX.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. How profound was that considering where we are at this very moment in 2020.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ijgolding

NOVEMBER 16, 2015

Take ‘walking in the customers shoes’ for example. 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’. Take losing your wallet or purse for example. What about ‘moments of truth’?

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 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. .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Thematic

SEPTEMBER 10, 2018

How behavioural economics can benefit customer experience. What the most important traits of a customer experience professional are. How to get sponsorship as a CX professional. Some useful real-life examples.

Video 48

Video Net Promoter Score Customer Experience How To 48

Thematic

SEPTEMBER 10, 2018

How behavioural economics can benefit customer experience. What the most important traits of a customer experience professional are. How to get sponsorship as a CX professional. Some useful real-life examples.

Video 48

Video Net Promoter Score Customer Experience How To 48

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. Transforming the customer experience takes baby steps.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

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

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Delivery – taking it to the customer.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Customer Guru

MARCH 7, 2018

Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP). Her mission is to make the world a more beautiful place for employees and customers. When you love your customers, they will love you back.

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61

Oracle

MARCH 15, 2019

It is more important to learn everything than it is to know everything— at least when it comes to customer experience. In this episode of Unforgettable, Ian Golding describes a common attribute of the most customer-centric organizations, and how a change in mindset can move organizations to be more sustainably customer-centric.

Customer Experience 49

Customer Experience Customer Centricity Banking Customer Experience Professionals 49

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

MAY 23, 2016

When it comes to Customer Experience Measurement, the number – an NPS score for example (which some may see as either the carrot or the stick) – is not the sole reason for measuring. The post Customer Experience Measurement – Why it is Vitally Important BUT Badly Done! You can read my column here!

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

Alida

AUGUST 8, 2016

The old model of market research was akin to scientists in white coats conducting experiments on lab rats, busily designing new tests and moving the cheese. The future of insight is going to depend on earning the respect of customers and then maintaining it. ” Be an automation winner, not an automation loser. .

Marketing 100

Marketing Customer Centricity Innovation Social Media 100