Customer Experience Professionals’ Essential Toolkit

ClearAction

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Think of customer experience management as a flow (not pillars!).

Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!

ijgolding

Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). One passionate CX Professional in a room can be imposing; two together is a formidable combination!

Trending Sources

What does it really mean to be a Customer Experience Professional?

ijgolding

Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. As per my preference, I was fortunate enough to be on the panel of judges determining who the UK Customer Experience Professional of the Year should be.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar

ijgolding

I have had the pleasure of meeting many amazing Customer Experience Professionals (CXPs) over the years – amazing for a whole variety of reasons. So, the big question I had is how junior customer experience individuals can get into this field?

The New Standard: Why Employee Obsession Matters

Bryce Maddock & Jaspar Weir Co-Founders, TaskUs Next Generation Customer Experience CX Consulting | Digital Transformation | Outsourcing. Happy Employees Make Customers Happy                        36 The TaskUs Outcomes –. experience. experience?”

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.

The secret diary of a Customer Experience Professional (aged 41 & 3/4)

ijgolding

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today!

12 Ways To Engage With The Customer Experience Professionals Association

Experience Matters

I recently posted about the Past and Exciting Future of the Customer Experience Professionals Association. After reviewing our progress over the last few years, I am even more excited about the future of the organization and what it means for CX professionals worldwide. We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards. new CX professionals).

B2B Customer Experience Professionals: Do You Know Who Your Customers Are?

Forrester

In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). That early discussion focused on the fact that in B2B scenarios there isn't one "customer," but multiple stakeholders within a client account whose work depends on interactions with the vendor. B2B customer experience Customer Experience

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Customer Journey Management – it’s not just about the mapping!

ijgolding

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!

Engaging your people with CX: Introducing the Customer Experience Game

ijgolding

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX profession

ijgolding

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. The post The Customer Experience ‘7 Year Itch’!

I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!

ijgolding

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. The month of September comes around every year.

The importance of EARNING authority as a Customer Experience Professional

ijgolding

During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. Experience IS vitally important. I am responsible for Customer Experience’ – ‘You have to listen to me!’.

Customer Experience – Fact or Fiction?

ijgolding

Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. As a practitioner on the inside and a consultant on the outside – I, like my peers have fought very hard to get Customer Experience the recognition it needs….it

Customer Experience 2017 Reality Check – Evolution or Revolution?

ijgolding

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Click here to find out about my Customer Experience Book!

CCXP Exam Preparation – finally a book to help you…

ijgolding

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!

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015

ijgolding

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. It is difficult to find a company at the end of a long twelve months that is not talking about Customer Experience.

Hotels 109

Opinion or Reality? Does Customer Experience really make a difference?

ijgolding

I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […]. I am also unlikely to be the last.

CX = V! Customer Experience is not a job… it’s a vocation!

ijgolding

The very first question they asked me was “How did you become so passionate about customer experience management?” Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me.

Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?

ijgolding

Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of the US. The gathering of Customer Experience Professionals (CXPs) from across Europe was as inspiring an occasion as I hoped it would be.

Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!

ijgolding

Customer Experience Training CX Professionals customer experience customer experience professionals emotional experience Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. I could continue to name more professions, but the principle would be the same – as sure as night follows day, good will […].

Guest Post: The Importance of Personal Growth for Customer Service Professionals

ijgolding

This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here. CX Professionals People customer experience professionals Customer Service Profession Deanna Ayres; Marketing Zen; Kova Corp Personal Growth

Customer Experience Professionals: Why We Do What We Do

ijgolding

As we often chat with one another, the conversation at one point came to a question as to why we do the things we do as a CX professional. What do you most love about being a CX professional? The knowledge that we’re making the world a better place for customers.

The importance of persistence – why Customer Experience can only work if it is part of a long term business strategy

ijgolding

There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. The reason why Customer Experience Professionals do what they do is NOT to intentionally experience these things.

It doesn’t bother me! What would the world be like if no-one cared about Customer Experience?

ijgolding

In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. Very often we will endure experiences that fail to meet our expectations but do NOTHING about it.

5 Top Customer Service Articles For the Week of August 8, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience.

The wonderful sound of Customer Experience: Tales from South Africa

ijgolding

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. It would take me too long to write about every experience – because almost every one was good – even when it went wrong.

Temkin Group’s (Exciting) Plans For CX Day 2016

Experience Matters

Temkin Group has labelled 2016 The Year of the Emotion for customer experience. Customer experience Customer Experience Day Customer Experience Professionals Association CX Day CXPALast year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration.

Temkin Group Plans For CX Day 2015

Experience Matters

Temkin Group has labelled 2015 as the Year of the Employee for customer experience. Jen Rodstrom will present The Fundamentals of Customer Experience at 10:00 AM ET and Aimee Lucas will present Tapping into the Power of Engaged Employees at 1:00 PM ET. Customer Experience Matters video. We plan to unveil an exciting new video showing the importance of customer experience and the critical role of employees.

Temkin Group’s (Exciting) Plans For CX Day 2017

Experience Matters

Temkin Group has labelled 2017 The Year of Purpose for customer experience. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong foundation on customer experience. Customer experience Customer Experience Day Customer Experience Professionals Association CX Day CXPALast year, Temkin Group had a great time celebrating CX Day.

CX in the C-Suite: Webinar With Mercedes-Benz CEO

Experience Matters

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing. Cannon mentioned that great leaders create culture that creates great customer experience.

CX makes the world go around! Why customer experience is a global challenge

ijgolding

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. There is still a band of people who do not consider customer experience to be a ‘profession’ at all.

Closing the Forgotten Loop

MaritzCX

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback?

Five Things to Do on CX Day

MaritzCX

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth.

Happy 6th CXPA! From A Proud Founder

Experience Matters

Six years ago I announced the creation of the Customer Experience Professionals Association in a blog post called… Announcing The CXPA; Customer Experience Professionals Unite! In that post, I listed these objectives that co-founder Jeanne Bliss and I had for the CXPA: There are many customer experience networking groups, but the industry has hit a stage […]. Customer experience

Customer Experience in 2016: Making the Emotional Connection

Think Customers

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA).

How Can You Improve Customer Experience Across the Organization? Take The CX Challenge!

Customer Interactions

​If you’re a customer experience professional you will know that CX isn’t something confined to the contact center or store front anymore. Today every part of the business effects CX

Is the Customer Experience Really Everyone's Job?

CX Journey

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title.

Proof That CX Pays

Heart of the Customer

As a customer experience professional, you know CX pays. Customer experience leads to loyalty – so if your customer experience is poor, you have to spend an inordinate amount of time replacing the customers you’re losing.