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

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Experience Investigators by 360Connext

FEBRUARY 18, 2020

But if you're ready to take some time each day to take action in making your organization more customer-focused for everyone's benefit, this is a great free resource. My Favorite Sort-of-Free Customer Experience Courses: What the heck does Sort-of-Free mean? Visit the Course. Visit the Course.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Heart of the Customer

NOVEMBER 12, 2019

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. The reason?

Customer Journey Mapping 114

Customer Journey Mapping Customer Journey 2016 Customer Experience Professionals 114

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.”

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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. But per usual, I was learning from and with my peers. It’s inspiring!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

Experience Investigators by 360Connext

APRIL 6, 2017

It’s way too easy to focus on one part of the customer experience we think is important but ignore the bigger picture of why things aren’t working. Today’s most successful businesses make creating a customer-focused culture a top priority. The answer is your culture. It’s always the culture.

Culture 88

Culture Books Events Customer Experience Professionals 88

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. Here are my top five picks from last week. Follow on Twitter: @Hyken .

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

ShepHyken

APRIL 8, 2019

To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes.

Article 107

Article 2019 Customer Service Hotels 107

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. Plenty of customer experience professionals refer to NPS as very predictive, while others completely disagree.

Customer Experience 102

Customer Experience Net Promoter Score Customer Journey Mapping NPS 102

InMoment XI

MARCH 6, 2024

Every team or department, from marketing and sales to customer support and product development, has a stake in the customer experience. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization. The more advocates you have, the fewer ads you have to buy.”

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

ClearAction

FEBRUARY 26, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Measure Customer Value the Customer's Way.

Customer Journey Mapping 109

Customer Journey Mapping Customer Experience Workshop Customer Journey 109

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

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. She is also a Net Promoter Certified Professional.

Social Media 115

Social Media Customer Service Brands 2011 115

Tricia Morris

DECEMBER 18, 2015

. • Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. 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. Long term that can be a mistake.

Culture 105

Culture Metrics Hotels Customer Centricity 105

Forrester

OCTOBER 10, 2014

But the reality is that focusing on CX can also do a lot for less sexy industries. to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014. And even though utilities don''t exactly captivate their customers, E.On

2009 87

2009 Customer Experience Automotive Magazine 87

ClearAction

FEBRUARY 23, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Measure Customer Value the Customer's Way.

Customer Journey Mapping 96

Customer Journey Mapping Customer Experience Customer Journey ROI 96

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

Kustomer

AUGUST 26, 2022

Experience This! Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country! I am immensely proud to be part of a wonderful community of committed, passionate, driven professionals.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

CX Journey

MARCH 13, 2018

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. The crazy thing is that they think that they are customer focused.

2005 69

2005 Customer Centricity Customer Experience Professionals Reference 69

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. They would regularly be experiencing what the customer experiences to enable them to understand what works and what doesn’t work.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

ijgolding

MARCH 10, 2016

I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. If a business has historically had a SALES focused culture – changing behaviours and mindsets is challenging. Last week I judged the inaugural Gulf Customer Experience Awards in Dubai.

Customer Centricity 54

Customer Centricity Culture Definition Customer Experience Professionals 54

ijgolding

APRIL 19, 2016

Trying to change the way a business works; the way a business thinks; is one of the most challenging things any business professional can do. I sometimes think that I have a slightly mad, psychopathic streak in me – as do other Customer Experience Professionals I have the pleasure of networking with. I could go on!!

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Customer Centricity Retail 56

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

ijgolding

NOVEMBER 29, 2017

This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? How can a CEO become a stronger customer focused leader, assuming he or she realises the need and is willing to try?

Customer Centricity 59

Customer Centricity Leadership Customer Focused Customer Experience Professionals 59

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. A quick synopsis of her presentation: Customer Experience leaders are responsible for proactively enabling and embedding customer-focused decision making in their organizations.

Customer Experience 68

Customer Experience Government Events Presentation 68

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. I hear so many people talking about mapping and so many prospects and clients asking about it.

Customer Journey 75

Customer Journey Customer Experience Professionals Customer Centricity Touchpoint 75

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 91

Customer Experience Financial Customers Article 91

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Metrics Consulting 60