Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne Bliss.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

ShepHyken

DECEMBER 15, 2017

Keith Schorah is the founder and CEO of Maru/Syngro, a customer intelligence organization providing world-leading customer experience reporting , analytics, and performance management software. The post Guest Blog: Voice of the Customer Begins with Voice of the Employee appeared first on Shep Hyken.

Blog 122

Blog Customer Centricity Feedback 2017 122

ijgolding

SEPTEMBER 19, 2016

During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I am responsible for Customer Experience’ – ‘You have to listen to me!’. It is almost certain to be the case for someone in a Customer Experience role.

Customer Experience Professionals 85

Customer Experience Professionals Customer Experience 2016 2010 85

CloudCherry

SEPTEMBER 11, 2019

She is a Certified Customer Experience Professional (CCXP). Request a demo. The post EX vs CX and how they need to align appeared first on CloudCherry.

Magazine 199

Magazine Customer Experience Professionals Employee Experience Demo 199

ShepHyken

NOVEMBER 30, 2018

Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals. The post Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals appeared first on Shep Hyken. It Had Better Be!

Blog 102

Blog Omnichannel Average Handle Time Contact Center 102

CX Accelerator

MARCH 14, 2019

a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? As a function, we cannot continue this way. Now is the time to learn new skills and apply new techniques as we evolve the CX practice. This urgent need had Ben and I thinking.as

Customer Experience 369

Customer Experience ROI 2019 Customers 369

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! I cheer myself up by going back to the café and writing my weekly blog post.

Customer Experience Professionals 80

Customer Experience Professionals Workshop Customer Experience 2014 80

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B.

2014 76

2014 Metrics Net Promoter Score Blog 76

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. Thank you for being a part and doing what you do to improve the world of Customer Experience! Back To CX Accelerator Blog. And the exciting part? We are just getting started. What mission, you ask?

Brands 36

Brands 2023 Leadership Events 36

CX Accelerator

NOVEMBER 11, 2022

As a passion project, Nate created , CX Accelerator , a first-class virtual community for Customer Experience professionals. Back To CX Accelerator Blog After authoring , The CX Primer , Brown was dubbed the “CX Influencer of the Year” by CloudCherry and a top global CX thought leader by several organizations.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. You have your supplies. Want to get a head start and learn some expert tips?

Customer Experience 251

Customer Experience Social Media Metrics Call Center 251

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

This post was written to commemorate global CX Day, and is one of many being featured in the Customer Experience Professionals Association’s 2017 CX Day Blog Carnival: Top Insights from CX Thought Leaders. So roll up your sleeves. It’s time to get to work.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. I’m lucky to have some conversations with smart people all across my industry.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Heart of the Customer

JANUARY 28, 2015

As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). Jim: So Annette, let’s start.

Customer Journey Mapping 141

Customer Journey Mapping Customer Experience Professionals Customer Journey Blog 141

Beyond Philosophy

OCTOBER 6, 2014

This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Webinar recording : The Fundamentals of Customer Experience (with Jen Rodstrom). Blog Post: Hungry for CX, Culture Eats Strategy For Lunch.

2015 121

2015 Customer Experience Webinar 2016 121

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

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 Definition 243

Think Customers

JANUARY 9, 2015

We have entered the age of the customer--when companies only win by being customer-obsessed and delivering exceptional experiences. This is great news for customer experience professionals. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 100

Customer Experience Customer Experience Professionals Loyalty Customer Engagement 100

ShepHyken

DECEMBER 13, 2019

Read Shep’s latest Forbes article: 20 Ways To Create An Amazing Customer Experience In 2020. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Blog 78

Blog Competitive Advantage Demo Insurance 78

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Brad Cleveland Blog

NOVEMBER 15, 2024

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Customer Experience Professionals Customers 52

ijgolding

MARCH 27, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the fourth of the five (you can read the first – an interview with James Dodkins – here ; the second with Chris Brown – here ; and the third with Kathy van de Laar – here ).

Customer Experience Professionals 59

Customer Experience Professionals Customer Experience Net Promoter Score Financial 59

Beyond Philosophy

MARCH 19, 2020

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. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

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? This CEO is Making a Big Mistake .

Customer Experience Professionals 112

Customer Experience Professionals Consulting Sales Books 112

TechSee

JUNE 16, 2022

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. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Wootric

DECEMBER 21, 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. At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

ijgolding

SEPTEMBER 29, 2015

I found myself extremely fortunate and humbled to be judging the category that means most to me – the UK Customer Experience Professional of the Year. In fact, two of the finalists were so incredible, this year saw them both crowned UK Customer Experience Professional of the Year.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Experience Matters

DECEMBER 18, 2014

I wrote this POST for the Customer Experience Professionals Association (CXPA) blog , but decided to also post it here because it’s an important message for all CX Professionals… As 2014 comes to an end, it’s a great time to reflect on where the CXPA is at in its evolution.

2015 106

2015 2011 Customer Experience Professionals 2014 106

GetFeedback

AUGUST 14, 2019

Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext . Jeannie Walters is a Certified Customer Experience Professional (CCXP) and is CEO of Experience Investigators. About the guest author .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Think Customers

DECEMBER 15, 2015

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). 1to1Media.com/weblog.

2016 112

2016 Connections Customer Experience Customer Experience Professionals 112

ijgolding

DECEMBER 30, 2014

Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?!

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85