GetFeedback

AUGUST 14, 2019

When experience fails to meet expectations, the loss of revenue can be up to twice as great as the positive results of over delivery. . Measuring CSAT can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Improve the customer journey.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Experience Investigators by 360Connext

JANUARY 30, 2024

This isn’t just a conversation about technology; it’s about humanizing the automated, ensuring accuracy, and strategically mapping the customer journey to adapt to this new frontier. We’re also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Are you following these 5 critical customer experience trends?

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

GetFeedback

JULY 19, 2019

Your customers are following their own customer journeys, not necessarily the processes you created for them. To know what to measure, it’s important to understand the actual customer. This means knowing where there may be friction in the journey, and how to ask about that to get the best results.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

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

SurveySparrow

JUNE 21, 2023

In today’s fast-paced and highly competitive business environment, the role of a Customer Experience Consultant, often shortened to CX consultant, is becoming increasingly significant. They strive to ensure every customer-brand interaction is as positive, memorable, and impactful as possible.

Consulting 52

Consulting Metrics Customer Journey Mapping Customer Experience 52

ijgolding

OCTOBER 6, 2014

Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Today is an exciting one.

Customer Experience Professionals 80

Customer Experience Professionals Workshop Customer Experience 2014 80

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Learn how to create a customer journey map. Discover how to add value and provide exceptional customer service through each phase of the customer journey. Come with me and let's create a customer journey map, identifying touchpoints and processes that need improvement along the way. Visit the Course.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

GetFeedback

DECEMBER 2, 2019

Using transactional CSAT or touchpoint CSAT along with understanding the overall journey, brands can identify moments when leveraging proactive methods could actually lead to higher loyalty. . Thanks to the service recovery paradox, it’s sometimes better to recover from a negative point in the customer journey to earn loyalty. .

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. spent years planning the roll out of smart meters to their customer base. The water utility company, based in the U.K.,

2021 177

2021 Customer Experience Contact Center Government 177

Experience Investigators by 360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!

Hotels 125

Hotels Workshop Loyalty Programs Webinar 125

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. Customer What? Customer What?

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Thematic

MARCH 5, 2019

There is no one way of doing anything when it comes to Customer Experience. The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. Customer journey mapping more sophisticated today.

Customer Journey 69

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 69

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. Because I believe anyone can approach their own customer journey and find ways to connect more personally or emotionally than we are today.

Connections 160

Connections B2B Fashion Touchpoint 160

ChurnZero

FEBRUARY 9, 2021

Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Additional courses by Practical CSM: Business Fundamentals for Customer Success Managers. Onboarding and Adoption Best Practices for Customer Success Management. Sales: Customer Success. Level: Intermediate.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

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

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. ” The Humana customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. Capture the customers' actual experience: not a series of steps, and not a series of ratings about your company's performance! Is that representative of YOUR experience in what you buy?

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Experience Matters

DECEMBER 15, 2015

Customer Journey Designing. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. See the 2015 Temkin Effort Ratings. Emotion Arising.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

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. They rarely have full visibility into the customer journey.

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. Hellon is the leading service design consultancy in Scandinavia.

Customer Experience Design 127

Customer Experience Design Customer Experience Customer Experience Professionals 2009 127

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. Right now, companies are working on bringing value through customer experience.

Customer Experience 102

Customer Experience Net Promoter Score Customer Journey Mapping NPS 102

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journey Mapping 108

Customer Journey Mapping Workshop Travel Consulting 108

SurveySparrow

JANUARY 28, 2020

Unfortunately, there are a lot of CX consultants out there who will tell you that you can drive change by gathering your teams and having them imagine that they’re customers, then throwing around a few Post-it Notes and brainstorming ways to improve the experience. You’ll note that I said “better,” not “easier.” Great title!

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. Capture the customers’ actual experience: not a series of steps, and not a series of ratings about your company’s performance! B-to-B Customer Journey Maps: New Wisdom.

Customer Journey Mapping 77

Customer Journey Mapping Customer Experience Customer Journey Customers 77

Totango

MARCH 8, 2022

CSM Practice is a CS consulting firm that serves technology and services organizations. The Customer Success Roundtable covers all of the facets of Customer Success from onboarding to long-term retention. This group focuses on identifying the core issues and challenges related to each stage of the customer journey.

2022 119

2022 Customer Success White Paper Social Media 119

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Alex is on a journey to $500k in monthly revenue.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional.

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Forrester

APRIL 25, 2016

In this follow up blog, I cover how an organization transforms to provide a better customer experience, as well as lessons learned from our consulting work: How does an organization begin to transform to provide a better customer experience?

Customer Experience 75

Customer Experience Customer Experience Professionals Consulting Blog 75

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges? Blockchain, GDPR) and coordination.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Kerry Bodine.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83