Beyond Philosophy

OCTOBER 25, 2019

I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. I wondered what the secret was to their success.

Hotels 104

Hotels Travel Hospitality 2019 104

Kustomer

AUGUST 26, 2022

The HBR IdeaCast is a great resource for insights, up-to-date trends, as well as the practicalities of how cultural shifts impact business. Previous guests on the show have included Steve Bederman of NobleBiz, hospitality guru Christine Trippi, and CX expert Jeannie Walters (host of Crack the Customer Code, #10 on this list).

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Use this to kick start conversations about how your team currently treats customers who may have limited knowledge about your products/services. CX professionals at CXPA 2019 – Source.

2019 97

2019 ROI Metrics Hospitality 97

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. is going out of cultural alignment. Constant reinforcement of the importance of customer service is key to sustaining the culture. Micah Solomon.

Culture 105

Culture Metrics Hotels Books 105

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things? Tony Hsieh.

Banking 67

Banking Culture Books Metrics 67

ijgolding

JULY 1, 2015

I know of many who have both visited and lived in South Africa and so was excited to finally be able to see how a land I have never been to approaches Customer Experience. It sounds so normal – yet so rare in day to day experiences other than in the hospitality industry. ’ Why was I surprised?

Customer Experience 101

Customer Experience Travel Retail 2012 101

CSM Magazine

MAY 19, 2023

This involves prioritizing customer needs and preferences. By focusing on providing value to customers, companies can foster long-term relationships, improve customer satisfaction, and drive business growth. This helps customer experience professionals adapt to evolving customer demands and remain proficient in their roles.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52

ijgolding

DECEMBER 11, 2017

The main attractions for me were culture, history and food (not necessarily in that order!). I was expecting a relatively formal atmosphere, so I was not prepared for the warmth of the Japanese omotenashi (hospitality) which completely bowls you over. Which makes it a busy and bustling city.

Customer Experience 66

Customer Experience Travel Transportation Hospitality 66

Customer Guru

MARCH 7, 2018

Piramal Pharma Solutions was looking for someone from the hospitality industry to head the customer centricity initiative in order to change its outlook from a manufacturing company to a services company. You have actively said that customer centricity must be the DNA of the company. It needed to build an outside in perspective.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Horizon CX

DECEMBER 1, 2023

This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged. Ritz-Carlton: Anticipating Guest Needs for Exceptional Hospitality The hospitality industry is another arena where effective communication and a focus on service are paramount.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Jeremy Watkin.

Customer Service 59

Customer Service Customer Experience Books Magazine 59

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister. Jeremy Watkin.

Customer Service 52

Customer Service Customer Experience Books Magazine 52