CX Journey

JUNE 16, 2015

You're a customer experience professional, right? You've made some strides with your customer experience initiatives. And everyone wants to abandon the CX ship and go back to focusing on acquisition over retention. You need to set aside any customer experience improvement initiatives.

Advertising 80

Advertising Roadmap Government Course 80

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. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

PeopleMetrics

MAY 7, 2015

Imagine your customers—fragile and airborne—as they move between your company’s delivery teams. A Closer Look at the Transition From Sales to Delivery. We believe the customer experience starts before the customer is actually a customer. You can build “above and beyond” behaviors into your sales experience.

Customer Experience 48

Customer Experience Net Promoter Score How To B2B 48

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. If you can increase retention a customer becomes more profitable. But then over time with Customer Marketing and Customer Success, people love to use Slack and then all of a sudden, it’s expanding.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

ijgolding

DECEMBER 19, 2016

Just researching Sky on the web highlights a plethora of issues being experienced by many of their customers. One of my valued network of Customer Experience Professionals is enduring an even worse experience with Sky at the moment. Sadly, I am not alone. There is also no email address for a complaint.

Feedback 120

Feedback Examples Survey Customers 120

Maru/HUB

OCTOBER 25, 2018

And that’s without mentioning Virgin’s failed forays into bridal wear , alcoholic beverages and online car sales. Commit to market research to gain a deeper understanding of your customers, uncover challenges to your own business assumptions, and to ultimately serve your market better and increase customer retention and profits.

Marketing 45

Marketing Retail Travel ROI 45

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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Don has held leadership roles across sales, business development, marketing and product management. Colin Shaw.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

JULY 18, 2019

If your company is growing fast, and you understand how taking action can lead to increased sales or business process improvements that impact the bottom line, it can be tempting to simply take feedback and run with it. But there’s an important follow-on step: close the loop with customers. Free Customer Satisfaction Survey Template.

Feedback 49

Feedback Government Airlines Social Media 49

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Currently, she is the Vice President of Customer Experience at Bugcrowd. Anika Zubair.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

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. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Evan Shumeyko is the director of Client Experience Strategy, BNY Mellon.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

CSM Magazine

MAY 19, 2023

Understanding Customer Experience Engineering Role of Experience Engineering in Business Growth Customer Experience Engineering (CXE) is a strategic approach to designing and optimizing the interactions between a business and its customers. This involves prioritizing customer needs and preferences.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? Churn Monster Playbook: Your Definitive Guide to Fighting Customer Churn. Q&A Recap.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

SmartKarrot

JANUARY 5, 2022

She believes true customer success is determined by companies being the best version of themselves that she helps them form through their behaviors and actions. Jeanne’s also the Co-Founder of the Customer Experience Professionals Association. Jason Noble. As the very popular Show Host of CHURN.FM Irene Lefton.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

ijgolding

MARCH 10, 2016

If a business has historically had a SALES focused culture – changing behaviours and mindsets is challenging. This is why Customer Centric Culture is one of the six competencies that comprise the Certified Customer Experience Professional (CCXP) accreditation. Changing the culture of an organisation is not easy.

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

Chattermill

JUNE 25, 2019

Internally, there are a few things you can do to bring the customer experience inside the office walls. Embed customer-centric goals into all company efforts from sales pitches to marketing, UX, and accounting. Happy customers are loyal and refer their friends regularly. Everyone needs to be on the same page.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

ijgolding

JULY 1, 2015

Surely the simple purchase of pants and socks could not deliver me with an unexpected experience – positive or negative – wrong again! The sales assistant greeted me at the till with the customary South African smile. It sounds so normal – yet so rare in day to day experiences other than in the hospitality industry.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

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