Beyond Philosophy

JANUARY 7, 2016

More organizations have embraced the emotional side of the Customer Experience. This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. However, the Customer Experience movement has advanced. is essential.

2016 74

2016 2002 Insurance Books 74

Comm100

MARCH 8, 2017

Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Shep Hyken is a classic must-know customer service expert, and that is not without its reasons. She is an expert on customer-centric leadership, and an active tweeter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

JANUARY 7, 2016

More organizations have embraced the emotional side of the Customer Experience. This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. However, the Customer Experience movement has advanced. is essential.

2016 60

2016 2002 Insurance Books 60

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. This insight was captured in a report I wrote at Forrester in 2002 called “Forget About CRM, Focus on the Customer Experience”.

2002 30

2002 B2B Culture Events 30

SuiteCX

FEBRUARY 22, 2017

His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. Normann says: “…the customer is often more than just a customer – he is also a participant in the production of the service. Thankfully, he wrote quite a lot.

Definition 45

Definition Touchpoint Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. Normann says: “…the customer is often more than just a customer – he is also a participant in the production of the service. Thankfully, he wrote quite a lot.

Definition 40

Definition Touchpoint Airlines Interaction 40