Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

APRIL 14, 2020

Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Workshop virtually. Just like an in-person workshop, there are virtual whiteboards and sticky notes to create in-real-time with the group.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. Link: [link]. Link: [link].

Customer Success 52

Customer Success Customer Centricity Course Customer Experience Professionals 52

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. Kate is the VP and Principal Analyst at Forrester and serves Application Development & Delivery Professionals. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn: [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Communicate how you will measure success.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Michel Falcon Experience

SEPTEMBER 25, 2014

As a customer experience executive coach and keynote speaker, I’ve helped many companies increase their customer centricity. A common theme I find in organizations is the absence of a team who leads the design and management of the customer experience in collaboration with other department leaders.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

ClearAction

JANUARY 6, 2021

13) Stop obsessing about customer journey maps. It’s possible to make grand strides in customer-centric culture-building and in customer experience improvement without having journey maps. Plan up-front for balanced effort to last for the long-haul in making a difference for customers.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Align the organization. I don’t really need to explain this one much more than that.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

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. Why we love David : He’s VP of Customer Insights at Ancestry.com. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

AUGUST 13, 2019

Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. Cross-organizational alignment is the linchpin of strategy execution 1. Core Customers Clarity.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. delivers global workshops on delivering the ultimate customer service experience.

Industry 100

Industry Culture Metrics Customer Centricity 100

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

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. So the answer is that I MAY recommend NPS, depending on my client's situation & strategy." linkedin Why? "I

System 338

System Effort Score NPS Net Promoter Score 338

ShepHyken

JULY 10, 2023

Gen Z’s Reaction to Negative Brand Experiences: The Confluence of Customer Service and Technology by Adam Torkildson (ReadWrite) The reactions and preferences of Generation Z (Gen Z) consumers are playing an increasingly pivotal role in shaping brand strategies. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Tips Social Media Consumers 12

SmartKarrot

JUNE 11, 2021

In this list, you set a rundown of some stellar customer success certification so you can choose which is right for you. Best Customer Success Certifications 2021. SuccessHacker Certifications and Training Workshops. The course is led by trainers who have 60+ years of combined experience in the customer success space.

Customer Success 22

Customer Success Course Training Customers 22

Michel Falcon Experience

SEPTEMBER 24, 2015

Do you want to know the number one question I’m hearing today from executives, professionals just like you, that want to improve their company’s customer experience? Customer experience is a growth strategy. If they are truly customer-focused then why is their call centre understaffed?

Customer Experience 60

Customer Experience eBook Social Media Training 60

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