Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. We have X surefire ways to get your customers to talk. or the U.K.

How To 104

How To Culture Feedback Travel 104

InteractionMetrics

JUNE 19, 2023

Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. A killer product alone is never sufficient to retain customers, and studies have found that up to 86 percent of consumers will stop shopping with a company due to just two poor customer experiences.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Alida

SEPTEMBER 22, 2016

Companies must welcome customer feedback and continually test and learn from new ideas. Mike Thiede, customer experience consultant at Alliant Energy, agreed, saying that continuous engagement is required to ensure your customer personas reflect changes in preference and taste. Innovation is key.

Innovation 100

Innovation Marketing Social Media Healthcare 100

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. The result is both a meaningfully improved experience and saved customer relationships.

Customer Journeys 529

Customer Journeys How To Touchpoint Infographics 529

SurveySparrow

JANUARY 28, 2020

SurveySparrow: Your dedication to becoming an expert in customer experiences led you to become the second Certified Customer Experience Professional (CCXP) in the world. Aside from that, you are also an active member of the Customer Experience Professionals Association (CXPA).

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

ChurnZero

APRIL 12, 2019

During this webcast we also learned: The key aspects of customer-centric business practices (e.g. organizational accountability for Customer Experience, Voice of Customer (VOC) feedback loops, with examples and best practices. Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

CSM Magazine

MAY 19, 2023

By aligning a company’s products, services, and internal processes with customer needs and expectations, CXE helps businesses to stand out in the competitive market. Fundamental Principles of Customer Experience Engineering Empathy Empathy is an essential component of customer experience engineering.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ijgolding

SEPTEMBER 29, 2015

I found myself extremely fortunate and humbled to be judging the category that means most to me – the UK Customer Experience Professional of the Year. In fact, two of the finalists were so incredible, this year saw them both crowned UK Customer Experience Professional of the Year.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

JANUARY 14, 2020

No industry is exempt from the need to deliver superior customer experience, and none more so than the highly competitive technology sector. Improving customer experience requires listening to customers and incorporating their data and their feedback into your CX strategy. – is available in Wootric.

Customer Experience 64

Customer Experience Net Promoter Score Effort Score Voice of Customer 64

Beyond Philosophy

MAY 12, 2021

Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . We invited Nancy Porte, Vice president of Global Customer Experience Verint and vice-chair of the Customer Experience Professional Association (CXPA) board, to discuss this research on a recent podcast.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

ClearAction

OCTOBER 1, 2018

Its inherent gap is inaction between incessant requests to customers for feedback on the brand and engagement with the brand. Customers have already paid fair market value for solutions they’ve received from you. ease-of-doing-business) to build trust and customer relationship strength.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Bob Hayes

MARCH 2, 2015

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. I crafted a survey question that you can use in customer relationship surveys.

B2C 40

B2C Net Promoter Score B2B Analysis 40

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