Experience Investigators by 360Connext

OCTOBER 27, 2020

This is where a customer journey map can come in really handy! Related Article: Why Journey Map? It’s common, for instance, to check-in with customers who download software along their onboarding journey. What about those customers who offer great ideas that are turned into better experiences for all customers?

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. Here are my top five picks from last week.

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better.

Customer Experience Professionals 150

Customer Experience Professionals Feedback Article Engagement 150

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. View Article

Customer Experience Professionals 150

Customer Experience Professionals Feedback Article Engagement 150

ijgolding

FEBRUARY 16, 2015

I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […].

Customer Experience 111

Customer Experience Customer Experience Professionals Customer Centricity Customer Retention 111

BlueOcean

JUNE 27, 2024

Read more here > From Customer Centric to Earth Centric In her article “From CX Basics to CX Brilliance: Why Circular Design is a New Must-Have Skill for CX Pros,” top CX voice Stephanie Thum emphasizes the growing importance of circular design as an advanced competency for customer experience professionals.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

ShepHyken

OCTOBER 3, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. You do if your customers are there.

Article 15

Article 2022 Customer Service Retail 15

InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 170

Customer Experience Professionals Customer Centricity Innovation Article 170

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. and the United Nations.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ijgolding

MARCH 13, 2017

Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). Great Customer Experience Professionals know that their reward comes as a result of doing the right thing – not putting ourselves first.

Customer Experience Professionals 65

Customer Experience Professionals Customer Experience Customers Customer Centricity 65

ijgolding

OCTOBER 1, 2017

As per my preference, I was fortunate enough to be on the panel of judges determining who the UK Customer Experience Professional of the Year should be. As someone who has championed Customer Experience (CX) as a profession for quite some time, it always feels apt that this is the category I should be overseeing.

Customer Experience Professionals 63

Customer Experience Professionals Customer Experience Books Customers 63

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. There are no easy shortcuts to this.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

InMoment XI

OCTOBER 12, 2012

Do you have what it takes to be a great customer experience professional? But what do we mean by customer experience and what do we mean by professional? View Article Easy question, huh? I throw these thoughts in to the debate for a very simple reason.

Customer Experience 150

Customer Experience Customer Experience Professionals Article Customers 150

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. View Article. Gone are the days when business people did not have enough data. Most of us have too much —way too much.

Customer Experience Professionals 150

Customer Experience Professionals Article Customer Experience Customers 150

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. View Article Topics included digital CX and.

2015 150

2015 Customer Experience Professionals Presentation Article 150

InMoment XI

OCTOBER 12, 2012

Do you have what it takes to be a great customer experience professional? But what do we mean by customer experience and what do we mean by professional? View Article Easy question, huh? I throw these thoughts in to the debate for a very simple reason.

Customer Experience 150

Customer Experience Customer Experience Professionals Article Customers 150

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. View Article Gone are the days when business people did not have enough data. Most of us have too much —way too much.

Customer Experience Professionals 150

Customer Experience Professionals Article Customer Experience Customers 150

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. View Article Topics included digital CX and.

2015 150

2015 Customer Experience Professionals Presentation Article 150

InMoment XI

OCTOBER 12, 2012

Do you have what it takes to be a great customer experience professional? But what do we mean by customer experience and what do we mean by professional? View Article Easy question, huh? I throw these thoughts in to the debate for a very simple reason.

Customer Experience 150

Customer Experience Customer Experience Professionals Article Customers 150

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. View Article Gone are the days when business people did not have enough data. Most of us have too much —way too much.

Customer Experience Professionals 150

Customer Experience Professionals Article Customer Experience Customers 150

InMoment XI

OCTOBER 3, 2012

I recently spent an evening with a group of industry vets at a Customer Experience Professionals Association (CXPA) local networking event in Boston. ” View Article We affectionately referred to these troublemakers as “drive-by experts.”

Customer Experience Professionals 150

Customer Experience Professionals Reference Events Article 150

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. View Article

Customer Experience Professionals 150

Customer Experience Professionals Customer Journey Customer Experience Management Article 150

InMoment XI

JANUARY 17, 2015

And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article.

Airlines 150

Airlines Customer Centricity Travel Customer Experience Professionals 150

InMoment XI

SEPTEMBER 30, 2015

Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

Customer Experience Professionals 150

Customer Experience Professionals Customer Centricity Innovation Article 150

InMoment XI

OCTOBER 3, 2012

I recently spent an evening with a group of industry vets at a Customer Experience Professionals Association (CXPA) local networking event in Boston. ” View Article We affectionately referred to these troublemakers as “drive-by experts.”

Customer Experience Professionals 150

Customer Experience Professionals Reference Events Article 150

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. View Article

Customer Experience Professionals 150

Customer Experience Professionals Customer Journey Customer Experience Management Article 150

InMoment XI

JANUARY 17, 2015

And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article

Airlines 150

Airlines Customer Centricity Travel Customer Experience Professionals 150

InMoment XI

OCTOBER 3, 2012

I recently spent an evening with a group of industry vets at a Customer Experience Professionals Association (CXPA) local networking event in Boston. ” View Article We affectionately referred to these troublemakers as “drive-by experts.”

Customer Experience Professionals 150

Customer Experience Professionals Reference Events Article 150

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. View Article

Customer Experience Professionals 150

Customer Experience Professionals Customer Journey Customer Experience Management Article 150

InMoment XI

JANUARY 17, 2015

And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article

Airlines 150

Airlines Customer Centricity Travel Customer Experience Professionals 150

ShepHyken

JULY 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. Read this article and find out!

Article 12

Article 2023 Customer Service Workshop 12

Beyond Philosophy

FEBRUARY 6, 2020

In another article, I shared the information that Forrester, a global research company, predicted that 2020 would be the year that 25 percent of Customer Experience professionals would lose their jobs because of a lack of results they could demonstrate. Framing Information Does That Too. .

Marketing 162

Marketing Customer Experience Professionals Presentation 2020 162

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. It feels like a monumental task that will take ages, but here is a simple, quick step you can take to prioritize incremental improvements immediately: start gathering Customer Effort Score feedback after onboarding completion.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

TechSee

JUNE 16, 2022

He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business. Shep has worked with thousands of companies and organizations that want to create amazing customer service experiences for their customers and employees. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Oracle

FEBRUARY 20, 2020

As a customer experience professional, you’re in an ideal position to take on this type of role. You know what customers need and can likely remix these ideas into operational blueprints for building. In almost every industry, the need for innovation outpaces the rate of production.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Beyond Philosophy

MARCH 16, 2016

All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. Customer Think published a great article on the topic of selling your CEO and the other members of the C-Suite. And to whom are you selling?

Customer Experience Professionals 112

Customer Experience Professionals Consulting Sales Books 112

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. She is also a board member of the Customer Experience Professionals Association.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115