TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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.

Culture 243

Culture Customers Customer Experience Professionals Blog 243

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Watch: Building (and sustaining) a Customer-Centric Culture.

2019 137

2019 Webinar Customer Centricity Culture 137

Experience Investigators by 360Connext

MARCH 24, 2015

It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Improving customer experience starts with a commitment to change the culture. But I’ll bet on better experiences for everyone.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Beyond Philosophy

DECEMBER 31, 2019

In some cases, organizations thought forming a Customer Experience team was the solution to the Customer Experience problem. However, it is only the first step in a broader cultural change. Prediction #4: Measurement will become a higher priority for Customer Experience professionals.

2020 152

2020 Customer Experience 2002 Consulting 152

Lumoa

OCTOBER 24, 2023

Customer Experience (CX) hinges upon customers’ sentiments. Happy customers are satisfied customers who will return to help your business. One surefire way to deliver happiness to customers is to create a culture of happiness within the company.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

ijgolding

MARCH 20, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the third of the five (you can read the first – an interview with James Dodkins – here ; and the second with Chris Brown – here ). I recently did a customer journey mapping project with a Dutch retailer.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

Alida

JUNE 16, 2016

Her presentation at the Summit, The Five Decisions of Beloved and Prosperous Companies , will reveal actionable tips on how companies can transcend normal business practices to be customer-centric, how culture acts as a growth engine and how brands can thrive in both good and bad times.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 2016 124

Think Customers

DECEMBER 12, 2014

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Airlines 75

Airlines Customer Experience Professionals Culture Financial 75

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want you to know them. Bell, Customer Loyalty Keynote Speaker, Trainer, Author. Talk to your board.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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 Innovation Culture NPS 165

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. We love her recent blog on what CX will look like in 2017. His area of expertise is customer loyalty.

2017 91

2017 Customer Experience Books Consulting 91

PeopleMetrics

APRIL 4, 2017

Not only is customer experience improvement based on a deep understanding of where interactions with customers fail to meet expectations, the ability to drive customer experience innovation can thrive only in an environment where ‘fear of failure’ isn’t part of the organizational culture.

Culture 94

Culture Innovation Books Customer Experience Professionals 94

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Cultural transformation is never easy. How will you ever really change your culture?

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

Beyond Philosophy

APRIL 9, 2018

Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. I travel a lot for my work, to all parts of the world and all different cultures. How do we get customers to talk and discover what they need?

Culture 104

Culture Feedback Travel Customer Experience Professionals 104

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. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

CX Journey

NOVEMBER 9, 2016

This week marks five years since I started blogging at CX Journey. I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more. CX Journey™ turns 5! It's been an amazing journey so far!

Customer Experience Professionals 66

Customer Experience Professionals B2B Blog Culture 66

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. Comm100 Kaye's Blog Kaye's LinkedIn. Back to CX Accelerator Blog.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Beyond Philosophy

OCTOBER 6, 2014

Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience. This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

CX Journey

OCTOBER 4, 2016

His approach is defined by a culture where employees thrive, succeed, and are fulfilled, happy, and growing at work - a culture where every individual in the organization, regardless of who they are or what they do, has a voice, i.e., every individual matters. It's transparency without asterisks. Hold that thought for a minute.

Banking 75

Banking Culture Books Innovation 75

Bill Quiseng

MARCH 7, 2016

Heather, a recovering attorney, is a customer experience consultant, trainer and speaker with proven expertise in building Voice of the Customer and Voice of the Employee cultures and acting as catalyst for customer-driven cultural & process improvements. https://customerfanatix.com.

Social Media 123

Social Media Customer Service Brands 2011 123

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. and hours of commitment and hard work.

CEM 40

CEM Customer Experience Professionals Webinar ROI 40

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

Leadership 52

Leadership 2020 Culture 2019 52

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. Nowadays, most people search for information online.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. I am a detractor and that is what has motivated me to write this blog.

Customer Experience 124

Customer Experience Customer Centricity 2012 Poor Customer Service 124

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. Today's blog assignment is to capture the essence of the day's keynote by CXPA Co-Founder and (former) Chair, Bruce Temkin.

Customer Experience 73

Customer Experience Hotels Insurance Customer Experience Professionals 73

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want you to know them.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

PeopleMetrics

MAY 30, 2015

We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. If we pay attention to each step, and show some heart, then we can build our businesses together, with our customers.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Mapping Customer Journey 120

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.

2005 69

2005 Customer Centricity Customer Experience Professionals Reference 69

ijgolding

FEBRUARY 12, 2018

Manuela is one of the most passionate, professional, capable CX Professionals I have ever had the pleasure of coming into contact with. She has influenced many in her career to date and I am delighted to be able to share her thoughts on my blog so she can inspire many others. Well, I guess not many people have… physically.

Customer Experience 52

Customer Experience Advertising Competitive Advantage Customer Experience Professionals 52

ijgolding

MAY 25, 2015

Conclusion – organisations in the technology space must focus on improving the end to end customer experience… 3. For more information on the research study, please visit their website and their blog. SDL (LSE: SDL) is the leader in global customer experience.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

Lumoa

APRIL 21, 2022

They help define customer journeys and emotions. They inform organisational design and cultural values. But so long as you connect the Customer Story to the Money Story, people will listen. You can now start to emphasise your RevOps credentials, as the insights you’re providing are the foundation for so many things.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

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 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

Beyond Philosophy

DECEMBER 10, 2021

First, Reichheld says, Customer Experience professionals in a leadership role should determine what everyone in the organization thinks is the primary purpose of the business. Like many things with experiences and customer strategy, culture is at the center.

NPS 109

NPS Books Net Promoter Score Leadership 109