Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. I would NEVER rely on NPS as the only measurement of customer perception." blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

ijgolding

NOVEMBER 24, 2015

Followers of my blog will know that I have traveled extensively over the last four years. 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. It is not a right to have customers.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

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

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. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Annette Franz. Jeff Toister.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ijgolding

JULY 1, 2015

Every time (wherever I am in the world) I suggest that the delegates could feedback in song – no one has EVER taken me up on the suggestion… that is until now!! It is special though – special because it showed how much developing their knowledge of the Customer Experience Profession meant to them.

Customer Experience 120

Customer Experience Travel Retail Infographics 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. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Annette Franz. Jeff Toister.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. If that doesn’t happen, that impacts the experience for our patients.

Report 52

Report Airlines Healthcare Transportation 52

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. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. On the second occasion it took two days.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Kitewheel

MARCH 25, 2019

With your CX data in hand, marketers and CX Professionals need to highlight what is most immediately concerned for their customers. For a retailer, this might mean rethinking stocking practices so that customer feedback lets you keep up with the latest trends before they fizzle out. Grow beyond crisis communications.

ROI 76

ROI Hotels Customer Journeys Retail 76

ijgolding

JULY 11, 2018

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. That you have had many conversations on why we should think outside-in; why we should better understand our customers; and the importance of relaying fact -based customer feedback into the organization.

Customer Experience 31

Customer Experience Customer Centricity Customer Experience Professionals B2C 31

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