Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Not as the only system used. Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

ijgolding

JUNE 25, 2017

My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employees) at the centre of their respective universes!

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why? ” (silos!)

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

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. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). This doesn’t necessarily happen overnight and the vision for this must be set by leadership within the organization. Systems Thinking (the big picture). Governance. Maturity Assessments.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. A customer-centric organisation is naturally collaborative, seeing everything from the customers point of view. That’s what a Head of Customer Experience does.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Hello and thank you for joining us today to chat with us about your experience in the CX space Nate. Check out the interview below.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

CX Journey

AUGUST 26, 2014

I think this is a critical component for change management for the customer experience. Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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. LinkedIn : [link]. Currently working at Qualtrics as a Sr. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

APRIL 29, 2020

Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. The following job description describes what’s needed to differentiate ease-of-doing-business for industry leadership by embedding customer-centricity in your enterprise DNA.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Think Customers

DECEMBER 18, 2019

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. Customer experience takes time,” Hagen adds. “In Only 24 percent have the luxury of a one- to two-year window.

ROI 52

ROI Leadership Financial Data 52

CX Journey

MARCH 12, 2015

We’ve developed a diagnostic instrument to help companies measure their culture based on that premise—to put numbers around the types of things people do when no one is looking, and in particular, the types of things that support customer-centricity. And when customers are in your heart, you are more than likely in theirs.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

CustomerSuccessBox

MARCH 4, 2022

Deploying programs to help promote company value with customers, customer goal attainment, new features, and new use-cases; and designing the customer journey to assist drive customer lifetime value. Oversee the technology adoption process with tools and systems like the Customer Success Management Software, etc.

Customer Success 52

Customer Success Customers Leadership Sales 52

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. How to Improve Customer Experience Using Journey Analytics. By Steve Offsey. Journey Mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. hours due to a problem with a computer system that provides technical information to pilots. February 8th was the delay of approximately 500 flights due to a computer glitch.

Airlines 113

Airlines Data Travel Consulting 113

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

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

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Annette Franz. Ashna Patel. Donna Weber.

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

SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

ClearAction

MARCH 23, 2015

DO THIS : Set up C-team customer experience leadership roles and processes. CX Momentum : Keep executives and employees motivated to see their jobs in a customer-centered context, and to actively contribute to the company's CX excellence goals. ClearAction offers a CCXP Exam Prep Course.).

Government 48

Government Customer Experience Customer Journeys ROI 48

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