TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

GetFeedback

JULY 19, 2019

This question leads to a scale of 1 through 10, with 10 being definitely will recommend or something of the sort. One of the best ways to do that is to set up a Voice of the Customer (VoC program that both hears them and closes the loop for them. . Your customers are definitely ready to share! About the guest author .

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Beyond Philosophy

DECEMBER 31, 2019

When you take on Customer Experience, you have to think about your business differently than you have in the past. The definition of madness is doing the same things and expecting different results. Prediction #4: Measurement will become a higher priority for Customer Experience professionals.

2020 152

2020 Customer Experience 2002 Consulting 152

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 Blog 243

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

Beyond Philosophy

OCTOBER 6, 2014

When we work with clients, we train the CX teams on assessing how Customer-centric they are. They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Experience Investigators by 360Connext

FEBRUARY 18, 2020

So often I see leaders get so bogged down in setting and meeting their quantitative goals that they forget their customers are human, and that some results can't be quantified. This is definitely a marketing-focused course, but valuable for anyone who wants to learn various ways to leverage tools in order to understand customers better.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

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? While it is far from a definitive guideline, most of the test-takers were shocked at the accuracy of the results and the self-awareness it provided. As a function, we cannot continue this way.

Customer Experience 182

Customer Experience ROI Customers 2019 182

Ian Williams

APRIL 29, 2016

Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. One tongue-in-cheek argument is to sack all of your customer experience professionals.

Customer Experience Professionals 94

Customer Experience Professionals Telecommunications Customer Journey Mapping Brands 94

ijgolding

JULY 13, 2015

The word NO contains only two letters, yet its meaning can have serious ramifications on the behaviour of your employees and as importantly your customers. It is doubtful that you have ever taken the time to read the dictionary definition of a word that you are extremely likely to understand rather well! Customer Centricity Definition.

Customer Centricity 75

Customer Centricity Definition Fashion Hotels 75

ijgolding

APRIL 5, 2016

Fast forward to the current day and I no longer believe I have a job – the dictionary definition of which is: a piece of work, especially a specific task done as part of the routine of one’s occupation or for an agreed price. Customer Experience is not a job… it’s a vocation! The post CX = V!

Customer Experience 74

Customer Experience Customer Experience Professionals 2016 2011 74

Customer Bliss

MAY 16, 2017

She is a Certified Customer Experience Professional (CCXP) as well as certified Six Sigma Green Belt. She is an IAF Certified TM Professional Facilitator. Milista has “the sum of all relationships with your customers.” Anderson holds a B.S. from the University of Tennessee at Chattanooga and M.Ed.

Chief Customer Officer 0

Chief Customer Officer Financial Reference Document 0

Bob Hayes

DECEMBER 29, 2014

In a review of 40+ definitions of Big Data, I found that the Big Data phenomenon includes discussions of six areas, each important to the field of Big Data. The Hidden Bias in Customer Metrics : Metrics don’t exist in a vacuum. Six Ways to Define Big Data : Big Data is a vague term, used differently by different people.

2014 76

2014 Metrics Net Promoter Score Blog 76

Storyminers

AUGUST 26, 2020

While there are several definitions available, in this report CX is described as the collection of a customer’s interactions with a company, its products, and services over the course of the customer-company relationship.[1].

Competitive Advantage 69

Competitive Advantage Customer Experience Professionals Definition User Experience 69

ijgolding

MARCH 10, 2016

To be a CUSTOMER CENTRIC organisation, requires something completely different – something that completely changes the mindset of people within a business. To be a Customer Centric Organisation requires a business to have a Customer Centric CULTURE! So what exactly can you do?

Customer Centricity 54

Customer Centricity Culture Definition Customer Experience Professionals 54

ijgolding

FEBRUARY 6, 2017

It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!

Customer Journey 113

Customer Journey Customer Journey Mapping Management Customer Experience Professionals 113

Lumoa

JANUARY 9, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Start experimenting, build your hypothesis, fail fast and learn – and start all over again.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Tricia Morris

MARCH 14, 2016

. – ThinkJar. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. Want to Learn More About Customer Service & Retention? Read 10 Customer Service Trends to Watch in 2016. – SDL Global CX Wakeup Call Report.

2016 64

2016 Chief Customer Officer Poor Customer Service Customer Retention 64

ijgolding

MARCH 31, 2017

So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! At the end of the call Delta asked me if I would hire the rep if I had a call center and I could rate from 1=definitely not to 5=definitely.

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

Customer Enthusiast

JULY 16, 2015

Where’s the outrageous customer service gesture?” My definition of customer service is this: a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Notice how it doesn’t read: “…genuine desire to delight a customer”?) Now, you might be thinking: “Huh? Is that it? There was none.

Customer Experience 84

Customer Experience Reference Exceptional Customer Service Customers 84

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. All too often, CX Professionals are still not taken seriously enough.

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. Harness inevitable changes—immerse in Experience Design Improvement & Innovation Click To Tweet. Some have seen their fortunes rise. Some have even stayed at elevated levels.

Innovation 76

Innovation ROI Customer Experience Professionals Customer Centricity 76

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. “Customer experience” across the organization wasn’t a clear business initiative or concern. CX: The Past.

2011 103

2011 E-support 2019 Customer Centricity 103

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. Her solution: to say to the organization that we would never design a new product without the following items, so why would we do it for customer experience.

Customer Experience 68

Customer Experience Government Events Presentation 68

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 65

Customer Experience 2018 2017 Customer Experience Professionals 65

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

ijgolding

JULY 12, 2017

This is why anyone who aspires to be an effective Customer Experience Professional must have a demonstrable working knowledge of how to influence organisations to ADOPT an approach to Customer Experience and to take ACCOUNTABILITY for the actions required to create, evolve, sustain and embed it.

Customer Experience 65

Customer Experience Government Definition Customer Experience Professionals 65

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

MARCH 12, 2015

Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” But both areas are essential for the customer experience professional and for organizational leadership.

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Zeisler Consulting

APRIL 20, 2021

LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience. In a compounding way.

Reference 93

Reference Customer Experience Professionals Definition Article 93

Beyond Philosophy

MAY 26, 2022

Assistant Professor of Marketing at Penn State Smeal College of Business was a guest on a recent podcast, and she explains perception of self and how it drives customer behavior. Dommer says the definition of self is a hard one to nail down. Practically speaking, there are a few implications Dommer’s research has on experiences.

Customer Experience Professionals 78

Customer Experience Professionals Information Definition Connections 78

ijgolding

DECEMBER 4, 2019

This is validated by all standard business definitions of Quality: ‘ Quality is the extent to which a product or service meets a customer’s expectation. Quality is relative (feelings/experiences) to the perceived need of a user and is expressed as the right combination of product and price.’. Its people that meet, not products.

Measurement 92

Measurement Customer Experience Professionals Definition Management 92

ijgolding

JUNE 5, 2016

– the premise was around the significance and necessity of creating customer personas. Like many things in the world of business, it sounds so obvious (well to me anyway) – why wouldn’t you want to know who your customers are?! If used well, they are a vital cog in the development of customer strategy.

Workshop 78

Workshop Customer Journey Article Customer Experience Professionals 78

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. This is definitely changing and we’re seeing a new trend in the marketplace: the shift from B2B to B2B2C.

B2C 64

B2C B2B 2014 Voice of Customer 64

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 52

Customer Experience Customer Experience Professionals 2015 Travel 52

CX Journey

NOVEMBER 1, 2018

I think that, ultimately, this is the goal of all customer experience transformations: to reduce or remove friction from a customer's interactions or transactions. I don't know of a single customer experience professional who would not agree with that. What is friction?

Definition 37

Definition Books Customer Experience Professionals Loyalty 37