ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Amazon’s emphasis on customer satisfaction directly contributes to its strategic milestone of market leadership. By tailoring its services to meet and exceed customer expectations, Amazon has secured customer loyalty, driving market share growth, and enhancing its overall strategic position.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Lumoa

JANUARY 9, 2018

In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. However, research shows most customers still value an emotional connection with the people fronting the organization.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

GetFeedback

AUGUST 14, 2019

What messages are you sending about the experience your customers can expect with your brand? What expectations do your customers have? . It’s easy to tell ourselves stories about what we believe our customers expect, but the best way to find out is to listen to what they are sharing.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. The important component along each phase is, obviously, the data and what is done with the data.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

ShepHyken

FEBRUARY 8, 2022

Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience. Per Forrester, more than 60% of customer experience professionals say their businesses lack closed-loop processes for CX feedback. DO customer surveys still work? Amazing Business Radio with?Shep?Hyken

Healthcare 90

Healthcare Feedback Customer Experience Professionals Survey 90

CX Journey

MARCH 13, 2018

Their findings still show a disconnect between customer expectations and companies' beliefs. Capgemini found that: 75% of companies believe that they're customer-centric, while only 30% of consumers agree. We know that there's a linkage between customer experience leaders and stock performance.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk. Call Centers Go with the Flow.

Travel 218

Travel Industry Customer Experience Call Flow 218

Lumoa

MARCH 21, 2023

Through feeling their emotions and understanding their perspective we create more meaningful connections, align and unite teams and enrich our decision-making to make a difference in customers’ lives—and in doing so, deliver customer experiences that enhance value and drive growth.”

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer expectations change, your market changes, and your customer lifecycles change, too. Create a plan to consistently review your Voice of the Customer listening posts and the feedback you gather. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

ijgolding

FEBRUARY 4, 2016

How do you become a Customer Experience Professional? I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post. I have known Heather Grisedale for a number of years.

Customer Experience Professionals 120

Customer Experience Professionals Tourism Training Customer Experience 120

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

APRIL 6, 2015

Their customer experience challenge started with developing a differentiated customer experience between the Zoo and the Park. It’s a struggle many of us in customer experience have had to deal with before – how to set clear customer expectations and then deliver on them every day.

Customer Experience 110

Customer Experience Conference Customer Experience Professionals Roadmap 110

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

ShepHyken

JULY 19, 2016

Jeannie Walters Shares How to Improve the Customer Experience. Shep Hyken speaks with the CEO of 360Connext, keynote speaker, and Certified Customer Experience Professional (CCXP) Jeannie Walters, on improving customer experience.

Customer Experience Professionals 48

Customer Experience Professionals Customer Expectations Customer Experience Interaction 48

ijgolding

OCTOBER 24, 2014

Still led by their founder, Jeff Bezos, unlike Tesco their entire business model is based on meeting and exceeding customer expectations. Amazon is about long term relationships – with customers, employees and shareholders. Shareholders need to be in it for the long term. The returns will come in time.

Retail 290

Retail Financial Report Customer Retention 290

Maru/HUB

FEBRUARY 19, 2018

In 2013, Walker Information published the results of a study about the emerging importance of customer experience for B2B companies. Customers 2020: The Future of B-to-B Customer Experience focused on how B2B companies should be preparing to meet changing customer expectations.

Customer Experience 40

Customer Experience B2B Customer Experience Professionals Touchpoint 40

Oracle

MARCH 6, 2020

What’s more, Gartner also found that the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%), and omnichannel engagement solutions (37%). Accelerating customer engagement.

Chatbots 92

Chatbots Customer Experience Omni-Channel Customer Experience Professionals 92

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. Image courtesy of ccxp.org I originally wrote today's post for HappyOrNot.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

ijgolding

MAY 3, 2016

As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience is hugely beneficial. Whilst it is often easy to focus on experiences that fall a long way short of meeting customer expectations (as it happens so often!),

Customer Experience 120

Customer Experience Return on Investment Customer Centricity Hospitality 120

Oracle

MAY 16, 2018

It’s only natural that when you’re in business, you think about customer experience through the prism of your own era. Your sense of what are reasonable and unreasonable customer expectations is naturally influenced by what was possible and routine, and what was cutting-edge and extraordinary, in your formative years.

Customer Experience 76

Customer Experience Customer Expectations Customer Experience Professionals Customers 76

Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . Technology Can Help.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional.

CEM 40

CEM Customer Experience Professionals Course ROI 40

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand.

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

Kustomer

NOVEMBER 9, 2023

In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Experience Investigators by 360Connext

JULY 12, 2022

Customer expectations change, your market changes, and your customer lifecycles change, too. Create a plan to consistently review your Voice of the Customer Listening Posts and the feedback you gather. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

GetFeedback

DECEMBER 2, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

CX University

NOVEMBER 21, 2020

Customer satisfaction describes how happy customers are, after using a specific product or service. Satisfaction can then be broken down into perceived value – how customers expect to benefit from using that product or service versus what they actually experience, post-purchase.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

Oracle

AUGUST 1, 2018

Customer expectations are on an escalator, constantly going up, and rarely stopping. I’m partnering with SmarterCX and Oracle CX to find out, and to give business leaders real examples of extraordinary customer experiences happening every day. We all know that CX must continually improve, but how? Learn more.

Chief Customer Officer 72

Chief Customer Officer Video Customer Experience Professionals Social Media 72

ShepHyken

FEBRUARY 26, 2023

My Comment: Customer expectations are changing – in some cases, faster than many businesses can keep up. One big reason is that rock star companies have taught our customers what a good experience should be. They like it, and now they expect it from others. This article has three more reasons.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

CX Journey

JANUARY 2, 2019

Traditionally, customer experience professionals are thought to have no budget. The first step in exceeding your customer's expectations is to know those expectations. Keep in mind, though, that you don't need a ton of metrics; decide on a one or a few, and stick with them. What's in Your #CX Budget?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Expectations.

Report 229

Report Customer Experience Customer Centricity Fashion 229

PeopleMetrics

APRIL 4, 2017

As valuable as their book is for all business leaders, it’s worth a special look for customer experience professionals. Because every interaction that fails to meet customer expectations is, in many ways, a failure. The good news is that an opportunity to learn from failure is almost always right around the corner.

Culture 94

Culture Innovation Customer Experience Professionals Customers 94

ClearAction

FEBRUARY 28, 2019

.” Forces shaping new requirements for what’s known as “workforce of the future” include 24/7 business interactions, business digitalization, transparency to customers, global competition with reduced barriers to entry, and the pace of change in customer expectations, technology, economic and social trends.

Customer Experience 61

Customer Experience Marketing Chief Customer Officer Customer Experience Professionals 61

Confirmit

JUNE 4, 2018

Companies’ relationships with their customers have become more complex, involving more channels and touchpoints than ever before, but customer expectations are at an all-time high. In this guide, we address a number of the critical elements of creating and managing a Voice of the Customer program.

Touchpoint 40

Touchpoint Customer Experience Professionals Customers Metrics 40

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. You can find out by checking out the 2015 Temkin Experience Ratings , which are available free on TemkinRatings.com.

Customer Experience 80

Customer Experience Hotels Insurance Effort Score 80

Customer Guru

OCTOBER 2, 2018

We at CustomerGuru would like to pay a tribute to the Mahatma by sharing some of his philosophies that have some subtle but amazing lessons for customer experience professionals. Isn’t this the cornerstone of customer experience? Read on to know more! It’s easy to get overwhelmed with all this information.

Customer Experience Professionals 63

Customer Experience Professionals Customer Experience Measurement Customer Expectations 63