Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Qualtrics

MARCH 25, 2021

Video surveys aren’t new in market research. Let’s dive into how video feedback works and how brands can use it for useful customer insights. What is a video survey? The basic definition of video surveys : Companies ask customers specific questions about the brand, brand experience, product feature, etc.

Video 49

Video Survey Airlines Feedback 49

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Survey Design & Development.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

delighted

AUGUST 4, 2023

In this post, we’ll cover 5 tips for digesting negative feedback to reduce the likelihood of feedback burnout as a customer experience professional. Foster a culture of gratitude It’s one thing for your company to say, “We value customer feedback,” but it’s another thing for the company to act out that value.

Feedback 76

Feedback Tips Management NPS 76

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Based on the research in Figure One, it might be surprising to note that all generations surveyed had flexibility in working hours as a top-four priority.

Leadership 94

Leadership Transportation Culture Contact Center 94

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. Be sure to align what feedback you gather with your Customer Experience Success Statement.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

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. SUPERVISOR: Scott, we need more surveys. ME: Well, I am interested to know how many surveys we got last week, and how many we need this week.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. Accordingly, CCXPs have privileges in the Customer Experience Professionals Association.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization (ECXO) and You were invited to this SAS forum event to discuss their 2022 Research about EMEA Customer Loyalty: ”Delivering Experiences That Win Business and Build Loyalty – Subscribe here and ensure your place: [link]. Here is the survey link: [link].

Customer Experience 69

Customer Experience Leadership Feedback Survey 69

PeopleMetrics

JUNE 16, 2015

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. The Survey Says. When it comes to customer experience activities and commitment, leaders appear to be: 1.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Alida

MARCH 10, 2017

The advisory firm McKinsey proposes a sample approach to determining which KPIs are driven by CX improvements: by initiating a customer satisfaction survey, and overlaying customer data such as churn, LTV and share of wallet. CX programs require strategy and leadership from the top. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

ijgolding

JANUARY 15, 2016

They also demonstrate why it is so important for CX to be recognised as a PROFESSION – for the world to recognise that CX is not some fictional business fad, but a genuine, fact based professional occupation. It is because to become a CCXP you MUST possess the knowledge AND experience of utilising and applying a set of core competencies.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Software 243

Software Culture Customers Customer Experience Professionals 243

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Be sure to align what feedback you gather with your Customer Experience Success Statement.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Alida

APRIL 26, 2018

But—and this is an MC Hammer big but—at last year’s Customer Intelligence Summit , Rick Parrish, Forrester principal analyst servicing customer experience professionals, shared results of a study that shows an alarming lack of leadership in customer experience (CX) across all industries.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

System 338

System Effort Score NPS Net Promoter Score 338

Beyond Philosophy

DECEMBER 10, 2021

He says that any time you link a survey-based score to someone’s career or compensation, bad things happen. The organizations that enrich customers’ lives, solve their problems and put smiles on customers’ faces succeed. The Role of Leadership in NPS. So, What Went Wrong with NPS?

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

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. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

COPC

MARCH 28, 2017

Below are some of the most interesting results: –Only 31% of corporate survey participants believe they currently offer support in all the channels their customers want to use. The post New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements appeared first on COPC Inc.

Survey 40

Survey Customer Experience Social Media Measurement 40

Lumoa

JANUARY 9, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Three words: voice of customer. Blockchain, GDPR) and coordination.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Hello and thank you for joining us today to chat with us about your experience in the CX space Nate. Check out the interview below.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Think Customers

DECEMBER 18, 2019

And while customer experience leaders are tracking many metrics and KPIs, such as churn reduction and customer lifetime value, most rate their ability to communicate impact to the C-suite as only a 5 out of 10, with 10 being highly capable. Customer experience takes time,” Hagen adds. “In Linking CX to ROI.

ROI 52

ROI Leadership Financial Data 52

Customer Bliss

OCTOBER 31, 2017

We both understand that in order to be successful in running a grassroots program you have to have the following: Experience running an operation that was successful and customer driven. Collaborative and deep relationships that already exist with the senior leadership team.

Customer Experience 0

Customer Experience Chief Customer Officer Analysis Communication 0

ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. We have actually been customers of Sky for over 15 years – one would think that makes us ‘valuable’ customers. So, let me get back to the story of the survey request. Sadly, I am not alone. There was no call back.

Feedback 120

Feedback Examples Survey Customers 120

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Three words: voice of customer. Blockchain, GDPR) and coordination.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ijgolding

FEBRUARY 12, 2018

According to a study by Gallup, “only half of customers believe that the companies they do business with always deliver on what they promise”. And this implies the allocation of the right investment to these customer experience initiatives, before millions are spent on marketing and media.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

Horizon CX

AUGUST 10, 2020

Hence, within our role as customer experience professionals, we hold a conversation and the resulting communication in the highest order of the many skills we possess and exemplify. Transform leadership. Functional conversation is designed to convey information in order to help achieve an individual or group goal.

Communication 130

Communication Social Media Leadership Groups 130

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. It’s always fun to talk to people like yourself who have a plethora of experiences. Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

CX Journey

MARCH 12, 2015

When we administer engagement surveys, we focus on the personal experience of employees as they perform their roles, and their perceptions of how they feel and what they get in return for their efforts. We craft our surveys to explore the perceptions that employees have inside their organizations. Particularly their alignment.)

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Vocalabs

MARCH 30, 2018

If there's one thing that can spark a lively discussion among Customer Experience professionals, it's someone who takes a strong stand for or against any particular metric. It's everything that goes into the metric, all those thousands or millions of individual customers and their individual stories that matter.

Metrics 48

Metrics Entertainment Measurement Customer Experience Professionals 48

Vocalabs

MARCH 30, 2018

If there's one thing that can spark a lively discussion among Customer Experience professionals, it's someone who takes a strong stand for or against any particular metric. It's everything that goes into the metric, all those thousands or millions of individual customers and their individual stories that matter.

Metrics 48

Metrics Entertainment Measurement Customer Experience Professionals 48