Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Eptica

NOVEMBER 6, 2019

Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers. But what does buy-in look like?

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

West Monroe

MARCH 21, 2019

An important component to creating these personas is customer research. I’ll walk you through the easy ways you can use Google Analytics – specifically the Audience Reports – to support the creation of your customer personas. Understand the location of your website visitors/customers by using Google Analytics’ Location report.

Analytics 76

Analytics Report Sports Customer Experience Professionals 76

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journeys Analysis 78

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. Customer Journey Mapping is another case in point.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). In applying the power of rudiments to Customer Experience and the management of CX, what are those essential building blocks that must be considered in order to achieve overall mastery and success?

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. The books are not in order of preference; all are very good. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. A teenager may experience a “moment of truth” when he comes home after curfew. However, the criteria for what’s “significant” depends on who you talk to.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. A teenager may experience a “moment of truth” when he comes home after curfew. However, the criteria for what’s “significant” depends on who you talk to.

Effort Score 100

Effort Score Touchpoint Airlines Interaction 100

Qualtrics

NOVEMBER 21, 2019

Want to be inspired by the future of experience management (XM)? Brad Olson, Peloton // SVP of Member Experience. Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). Luis Angel-Lalanne, American Express // VP, Customer Listening.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22