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. Will they care?

Feedback 120

Feedback Examples Survey Customers 120

Wootric CX Blog

DECEMBER 8, 2019

Dixon argues that rather than trying to boost loyalty through customer delight, companies should focus on creating what customers really want: an effortless experience. For example, IKEA customers are willing to trade a high-friction assembly experience for low prices on functional, contemporary furniture.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

ijgolding

APRIL 3, 2017

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!

Customer Experience Professionals 152

Customer Experience Professionals Healthcare Government Customer Centricity 152

Beyond Philosophy

FEBRUARY 6, 2020

Golden Shot, a game show from long ago that aired in the UK is an example of a game that was once an experiment but then turned into a game show. . This situation, where the name of the game influences people’s behavior, is an example of Framing Effects. This example is a gain-loss framing.

Marketing 162

Marketing Customer Experience Professionals Entertainment Examples 162

BlueOcean

OCTOBER 8, 2021

This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. Prior to the arrival of dedicated customer experience professionals in the C-suite, customer experience issues tended to fall at the feet of the marketing department, or worse, get put on the backburner.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Horizon CX

DECEMBER 1, 2023

Like a salesperson tailoring their pitch to address specific buyer needs, CX leaders must emphasize how a customer-focused approach directly contributes to achieving strategic milestones. Real-world examples from successful companies will be highlighted to underscore this point.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

InMoment XI

MARCH 28, 2013

Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers. To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Most of us have too much —way too much.

Customer Experience Professionals 200

Customer Experience Professionals Survey Data Examples 200

InMoment XI

MARCH 28, 2013

Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers. To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Most of us have too much —way too much.

Customer Experience Professionals 200

Customer Experience Professionals Survey Data Examples 200

InMoment XI

MARCH 28, 2013

Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers. To paraphrase a familiar saying—Data, data everywhere and not an answer in sight. Most of us have too much —way too much.

Customer Experience Professionals 200

Customer Experience Professionals Survey Data Examples 200

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. We all have stories to tell – the good, the bad and the ugly.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Customer success leaders often create triggers or timelines for account managers to follow up directly with a customer.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Beyond Philosophy

FEBRUARY 3, 2020

However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth. Does that sound as dire as the first prediction? In my opinion, it doesn’t.

Marketing 131

Marketing Customer Experience Professionals Consulting Customer Experience 131

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. The Trade-offs Between Quant & Qual Customer Research. So, for example, you may have a top-level customer journey called “Go grocery shopping.” We got a ton of great questions about the content I presented.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

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.

Travel 218

Travel Industry Customer Experience Call Flow 218

Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it. So, Now What?

Trends 191

Trends Net Promoter Score Effort Score ROI 191

ijgolding

FEBRUARY 6, 2017

It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

Lumoa

APRIL 21, 2022

There is now customer insight technology that can, in real-time, identify sentiment, uncover insights, and determine trends. And once you are able to make the match between a “trend” – or call it an “emotion”, say for example “ease” – and an outcome, then you can measure it. A simple example. You’re not alone.

How To 208

How To Self Service Banking Customer Satisfaction 208

ShepHyken

FEBRUARY 8, 2022

For example, in healthcare, practitioners need to master “Zoom-side manner” aside from the traditional bedside manner. Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience.

Healthcare 87

Healthcare Feedback Customer Experience Professionals Survey 87

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession. I am afraid I do not agree.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Beyond Philosophy

MAY 26, 2022

For example, Dommer sees herself as a Mom, Professor, wife, and former intramural dodgeball player. . For example, Dommer says her mom and professor’s identity became blurred during the pandemic. For example, they might say, “I’m funny, intelligent, and [insert whatever personality trait you might have].

Customer Experience Professionals 78

Customer Experience Professionals Examples Groups Exercises 78

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. For example, if a lot of your time is spent with CX technologies, then you may be missing the strategic aspects of the 5 competencies.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? It is a bold prediction, and I agree with it. The guests told Disney a salad would be nice.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Lumoa

JANUARY 19, 2023

And it will make it easier to build strong relationships and a strong culture of customer centricity. For example, you will be starting to ask questions like: how does a shorter average response time help us achieve better retention? Pro tip : If your customer journey is mostly digital (e.g., website, apps, etc.),

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

GetFeedback

DECEMBER 2, 2019

I’ve outlined an example here. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . Your satisfied customers spend 15% more with your brand.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

ijgolding

DECEMBER 4, 2019

The uniqueness of human beings that create the whole experience. Let me give you an example – issue resolution. When a customer comes to the company with a product issue. Veronika Luxemburg is Certified by CXPA, as Customer Experience Professional (CCXP), Coach certified by ICF, and she also holds a Lean6Sigma certification.

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

Horizon CX

OCTOBER 2, 2023

Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional. Here is another example of inventory data impacting the frontline employee: A customer wanted a certain model of BBQ grill.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

ijgolding

APRIL 4, 2017

Money does not grow on trees, is just one example. Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. There are certain things in life that are indisputable. The earth is round, is another.

Technology 336

Technology Leadership Innovation Customer Experience Professionals 336

Experience Investigators by 360Connext

JULY 12, 2022

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Customer success leaders often create triggers or timelines for account managers to follow up directly with a customer.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. Here are the answers: 1. Strategy first, technology second.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

Beyond Philosophy

FEBRUARY 10, 2020

New Sales Growth: This area includes increases in sales, market share, or new customer acquisition. New Sales Growth includes expanding your offerings to capture a new type of customer. Examples could be Apple moving from equipment and into entertainment, or Dyson moving from vacuums into fans.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

GetFeedback

AUGUST 14, 2019

Then multiply by 100 to see the percentage of satisfied customers. Such as: (Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customers . See the example below. Why only consider the percentage of those customers who call themselves satisfied? . About the guest author .

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

InMoment XI

MARCH 6, 2024

(Jay Baer, author and founder of Convince and Convert) This quote highlights the importance of consistently and comprehensively addressing customer inquiries, feedback, and complaints across all communication channels. Don’t waste customers’ time asking them questions unless you are prepared to act on what they say.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ijgolding

JULY 14, 2017

It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it. This is perhaps best illustrated with an example: The background. You are a lifelong customer of Locality Bank.

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Beyond Philosophy

FEBRUARY 3, 2020

However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth. Does that sound as dire as the first prediction? In my opinion, it doesn’t.

Marketing 78

Marketing Customer Experience Professionals Consulting Customer Experience 78

Experience Investigators by 360Connext

OCTOBER 6, 2014

Their fanatical recognition of customer service reps who go above and beyond is a crazy example of getting it right. What if your company spread the news about great experiences just as much as bad ones? How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275