CloudCherry

SEPTEMBER 11, 2019

Author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), Annette Franz was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized as a top thought leader in Customer Experience.

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?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Experience Investigators by 360Connext

OCTOBER 27, 2020

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. When designed to be an active part of the Voice of the Customer program, these are more than just a passive “nice to know.”

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ in-store interactions. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Customer Service Calls. Customer Service Chats. Employee interactions.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

Forrester

OCTOBER 7, 2015

That early discussion focused on the fact that in B2B scenarios there isn't one "customer," but multiple stakeholders within a client account whose work depends on interactions with the vendor. I know what you're saying: "Don't all client stakeholders matter?"

B2B 98

B2B Customer Experience Professionals Customer Experience B2C 98

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. Tuesday 30th September 2014.

Customer Experience Professionals 80

Customer Experience Professionals Workshop 2014 Customer Experience 80

Qualtrics

JUNE 21, 2019

The tides of industry are changing and a new factor in doing business is gaining ever more prominence as companies realize that the only thing better than a satisfied customer is one that’s loyal too. Polishing every touchpoint between company and customer is key. The customer is always right, yes? Watch on YouTube here.

Customer Experience Professionals 52

Customer Experience Professionals Customer Experience Touchpoint Airlines 52

Oracle

MARCH 28, 2018

Instead of requiring a completed order to go through a standalone accounts receivable tool and risk the security concerns of that interaction of data, the application could simply use blockchain in order to confirm an order/payment has been completed, and can move the business process along shortly after confirmation is received.

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience 2008 49

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. We'd love to be a part of your everyday.receiving a burst of inspiration and new valuable interactions each time you engage with the community. And the exciting part? We are just getting started. What mission, you ask?

Brands 36

Brands 2023 Leadership Events 36

GetFeedback

AUGUST 14, 2019

So consider CSAT as one of many tools available to help you improve your customer’s experience. . Customer Satisfaction Score (CSAT) is a straightforward measurement to use, most widely used in measuring a specific interaction or experience. Are you satisfied with customer satisfaction? Free CSAT Calculator.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

BlueOcean

JUNE 27, 2024

Read more here > From Customer Centric to Earth Centric In her article “From CX Basics to CX Brilliance: Why Circular Design is a New Must-Have Skill for CX Pros,” top CX voice Stephanie Thum emphasizes the growing importance of circular design as an advanced competency for customer experience professionals.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

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

CX Accelerator

NOVEMBER 11, 2022

Resource: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience by Annette Franz. DESIGN THINKING Good service design is based on a deep understanding of customers in order to improve the quality of a service and the interactions between the service provider and their customers.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

APRIL 14, 2020

The truth is, there’s no single customer journey mapping template that works for everybody. I’ve seen all sorts of maps work: Interactive, shared journey maps are available via many of the tools like UXpressia and CX Workout. It can be a static document or a robust, interactive experience.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk.

Travel 218

Travel Customer Experience Call Center Books 218

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.

2019 122

2019 Article Customer Service Social Media 122

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

Alida

MARCH 10, 2017

Jeanne Bliss, co-founder of the Customer Experience Professionals Association, says a chief customer officer (CCO) needs to lead the charge. Customer-centricity, valuable business metrics and a clear CX owner could still yield an ineffective CX program if functional silos hinder the customer journey.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

That means trusting what one customer is telling you or using an anecdote to tell a story. Bots of all kind are interacting with customers every day now. Artificial intelligence will help you and your customers with better decision making, proactive help, and more. The Bots Are Here. AI Is Changing It All.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Experience Summit. Customer Response Summit.

Events 97

Events 2015 2016 CEM 97

InMoment XI

MARCH 6, 2024

This involves continuously striving to improve all elements of the customer experience, whether it’s the quality of products or services, the level of customer service provided, the ease of doing business with the company, or any other aspect that impacts the customer’s interaction with the brand.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

APRIL 25, 2017

As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. Because of the vast scale of mobile/digital now, some of these interactions are seen live by 100 people — then seen by millions (if not billions) globally when they spread.

Airlines 128

Airlines Download Customer Experience Professionals Connections 128

Oracle

JANUARY 17, 2020

Marketers are also 11% more likely than sales and service professionals to use automation for CX. 97% of SVP+ respondents agree they have access to enough data on past customer interactions to improve CX. 82% of SVP+ respondents believe they can adopt experiences to fit unique buyer’s journeys.

Customer Experience Professionals 54

Customer Experience Professionals Customer Experience Customer Centricity 2020 54

ShepHyken

JUNE 21, 2019

And amongst that shared audience, their customer experience becomes the expectation set on your brand. Accenture calls these new, slippery customer expectations liquid expectations. This new set of customer expectations is portable; your customers are bringing their experience with the Netflixes and AirBnBs of the world to you.

Customer Experience 123

Customer Experience Hotels Consumers Books 123

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

ijgolding

DECEMBER 30, 2014

Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?!

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

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 Matters

DECEMBER 15, 2015

Every interaction has three components: Success, Effort, and Emotion. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. Mobile continues to become a more dominant interaction channel… and through increasingly varied types of devices. Effort Metric Expanding.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Customer Centricity 124

Beyond Philosophy

OCTOBER 6, 2014

If you would like further information about the Naïve to Natural assessment through our live, web-based interactive training please click here. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

JANUARY 14, 2015

We do tend to notice however, when a live person can take care of everything, however obscure, and I for one feel a sense of gratitude when I am able to complete my interaction with an organization in a single go. The post The Six Most Dreaded Words In Customer Experience appeared first on Beyond Philosophy. So what to do?

Customer Experience 164

Customer Experience Loyalty Programs Retail Customers 164

GetFeedback

DECEMBER 2, 2019

Your employees will also start seeing what customers like and don’t like. To measure your score, use this free interactive CSAT calculator. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext .

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

2015 106

2015 Customer Connectedness Management 2014 106

Alida

NOVEMBER 29, 2017

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. Measure and quantify the quality of customer experiences and their link to your organization’s overall metrics.

2017 127

2017 Leadership Customer Experience Professionals Metrics 127