CloudCherry

MARCH 19, 2018

Merely investing in a Customer Experience Management tool doesn’t suffice. When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. How can brands ensure that their CX initiatives are linked to value?

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

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. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

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. At the time, the branding of me and my profession in this way was very hard to take. ‘I I am responsible for Customer Experience’ – ‘You have to listen to me!’.

Customer Experience Professionals 85

Customer Experience Professionals Customer Experience 2016 2010 85

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Facebook branded page. Customer Service Calls.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Customer experience means a plethora of different things to different people. This list goes on.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Experience Investigators by 360Connext

OCTOBER 6, 2014

This led to more sharing beyond what the brand alone could do. Creating bite size pieces of content about your customer experience helps everyone – inside and outside of your organization – understand what experience you’d like to create. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

CloudCherry

SEPTEMBER 11, 2019

What brand has wowed Annette, personally? She is a Certified Customer Experience Professional (CCXP). ‘Soft Stuff’, monetary and non-monetary incentives for employees, and the role technology takes in the whole process, and you’ve got yourself one deliciously instructive cocktail. And, of course, we had to ask.

Magazine 199

Magazine Customer Experience Professionals Employee Experience Demo 199

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Facebook branded page. Customer Service Calls.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to align what feedback you gather with your Customer Experience Success Statement. Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership? Listening posts are really just a moment in time with your customer.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

MyCustomer

DECEMBER 3, 2020

Engagement The role CX professionals play in brand purpose.

Customer Experience Professionals 52

Customer Experience Professionals Brands Customer Experience Engagement 52

Bill Quiseng

MARCH 7, 2016

I am going to be watching from afar to see how this move bodes for this big brand. Will this move continue to put them at the top of highly regarded brands for service or will it wreck it? Some brands seem to have mastered the social media customer service puzzle. Chief Customer Fanatic and Founder, Customer Fanatix.

Social Media 115

Social Media Customer Service Brands 2011 115

Qualtrics

JUNE 21, 2019

The main experiences the customers evangelize are the awful and the exceptional. Merely meeting industry standards isn’t enough to earn loyalty and brand ambassadors. Finding your brand of magic can be a difficult pursuit, but once you get it right, your customers aren’t going anywhere. Watch on YouTube here.

Customer Experience Professionals 52

Customer Experience Professionals Customer Experience Touchpoint Airlines 52

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Customer Satisfaction Score (CSAT) is a straightforward measurement to use, most widely used in measuring a specific interaction or experience. What expectations do your customers have? .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

ijgolding

NOVEMBER 13, 2014

I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off.

Brands 99

Brands Airlines Financial Travel 99

CX Accelerator

NOVEMBER 11, 2022

Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn. CHANGE MANAGEMENT Becoming more customer-centric is a change; you are transforming the organization from one state to another. Empathy and sensitivity are the traits you would look for in a person managing an EX program.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. What would it cost to lose 10% of your customers?

2020 250

2020 Net Promoter Score ROI Metrics 250

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. What do your customers hate? on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Experience Investigators by 360Connext

APRIL 14, 2020

Customer Journey Maps are a great resource, especially in times of change like these. Consider how you can use a journey map to understand how your customers experience your brand: To find points of friction for your customers so that you can reduce the effort for them. What are her concerns beyond your brand?

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!! Shaun Smith. Andy Milligan.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

2016 267

2016 Innovation Marketing Insights 267

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

ShepHyken

JULY 8, 2019

(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. That’s months away.

2019 122

2019 Article Customer Service Social Media 122

TechSee

AUGUST 14, 2023

Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox. An experienced strategist with excellent knowledge of business management, strategy, brand, and marketing.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Oracle

MARCH 28, 2018

Since it depends on visibility of transferred data, this feature can be leveraged to foster trust among consumers (for example, a company-owned portal that shows all blockchain activity associated with a customer, which the customer can view any time in order to see how their business relations stand).

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience 2008 49

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. A brand is no longer a marketing confection, sustained by persuasive advertising. Rather, a brand is what a brand does. It is what customers experience.

2015 87

2015 2014 Brands Customer Experience 87

GetFeedback

DECEMBER 2, 2019

To determine the ROI for your business, it’s important to have a clear understanding of how much you are spending on earning and keeping your customers. But your best customers will also spend more on your brand! In one study , the strongest brand advocates spent 15% more than non-advocates.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

CloudCherry

MARCH 19, 2018

Merely investing in a Customer Experience Management tool doesn’t suffice. When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. How can brands ensure that their CX initiatives are linked to value?

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

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

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand. But the trend now is to look beyond one metric and embrace the mix of ways to measure the experience. So roll up your sleeves.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Customer Bliss

MARCH 26, 2019

As customers, we find joy and enjoyment in engaging with brands who act in this way. It’s the same reason I co-founded the Customer Experience Professionals Association. Does your organization enable congruence of heart and habit? The work is interesting, but what really drives the work is culture.

Leadership 181

Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Make a customer, not a sale.”

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

CSM Magazine

NOVEMBER 19, 2021

Inge De Bleecker, Vice President of CX at Applause looks at three ways brands can personalise the customer journey, provide meaningful interactions and improve customer engagement. It has been a central pillar of brand marketing and customer engagement since the turn of the century. Customers expect it.

Brands 64

Brands 2022 Multi-Channel Books 64

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

2019 173

2019 Customer Experience ROI 2025 173

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. 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.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Experience Matters

OCTOBER 14, 2014

One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing. Cannon mentioned that great leaders create culture that creates great customer experience. CX is about culture, not a veneer.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

BlueOcean

OCTOBER 8, 2021

That’s just one of the primary takeaways from “Outside In: The Power of Putting Customers at the Center of Your Business” by Harley Manning and Kerry Bodine, one of my top recommendations for anyone looking to enhance their learning of customer experience. Customer experience is the main differentiator for brands today.

2021 177

2021 Customer Experience Contact Center Government 177

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251