Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

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

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. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CX Accelerator

SEPTEMBER 16, 2022

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience.

Consulting 208

Consulting Culture Insights Customer Experience 208

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

Experience Investigators by 360Connext

OCTOBER 4, 2017

Who is listening to them and encouraging them to innovate around service? Customer service AND CX leaders need to create channels for that type of communication. All leaders should feel very connected to the voice of the customer. But embracing that tension means innovating to the best possible solution.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Customer Bliss

AUGUST 23, 2016

Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. You need to do a culture crystallization exercise with employees.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ShepHyken

SEPTEMBER 26, 2017

Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. How can I create a customer-focused culture?

Culture 69

Culture Innovation Customer Focused Consulting 69

CSM Magazine

JANUARY 30, 2024

These exemplars go beyond mere customer satisfaction they prioritize customer delight, setting a remarkable standard in the business world. a name synonymous with innovation, also shines as a beacon of exceptional customer service. Apple Inc.,

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

ShepHyken

MAY 11, 2020

Former Apple CEO John Sculley On The Importance Of Customer Experience by Blake Morgan. Forbes) Today, Apple regularly tops lists of companies with the best customer experiences and the most innovative products. Customer experience, innovation, artificial intelligence, culture….a Follow on Twitter: @Hyken.

Article 61

Article 2020 Customer Service 2004 61

ShepHyken

NOVEMBER 8, 2021

Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. My Comment: It’s time for a little culture mixed in with some customer experience education, and these lessons come from the master painter, Vincent Van Gogh. What would Van Gogh recommend? Follow on Twitter: @Hyken.

Article 93

Article 2021 Customer Service Retail 93

Michel Falcon Experience

FEBRUARY 19, 2016

But I knew that I needed to cut my teeth and earn experience if I wanted a smooth transition between being an employee and being an entrepreneur, consultant and keynote speaker. When I first recognized that my career would be in customer experience management, I immediately started thinking of my five-year plan.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com.

Leadership 68

Leadership Customer Service Seminar Hospitality 68

One Millimeter Mindset

DECEMBER 10, 2018

Workplace collaboration is a professional development and innovation strategy. We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Collaborative Workplace Experiences create Better Customer Experiences. But, most of the time, ignore. And guess what?

2018 65

2018 Blog Workshop Innovation 65

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Customer Service Training Consulting 49

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts. Listen, Analyze, Solve, and Offer More.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

2018 129

2018 Customer Experience Customer Centricity Culture 129

CloudCherry

JANUARY 21, 2020

There are many VoC maturity models that you can consult. You may find it useful to use these phases to chart the advancement of your voice of the customer program. And you’ll have more formalized processes for taking action on customer feedback and sharing insights with your leadership and frontline teams.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Annette Franz. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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. Keep focused on the people.

Culture 105

Culture Metrics Workshop Hotels 105

One Millimeter Mindset

NOVEMBER 12, 2018

Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Discover how my programs kick start a storytelling culture for your organization or association. Otherwise, those cultures are full of very talented people, who are extremely busy working full time.

Workshop 75

Workshop Customer Retention Events Culture 75

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Engagement 68

Engagement White Paper Definition Consulting 68

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Article 48

Article Customer Experience 2009 White Paper 48

ClearAction

DECEMBER 14, 2017

Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service. Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. Customer Experience Design: Customer Feedback is a Touchpoint .

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Service Untitled

APRIL 2, 2010

Service Untitled The blog about customer service and the customer service experience. Mega-stores such as Wal-Mart and Walgreens have pushed pharmacies to new heights in innovative ideas to keep their customers and attract new ones, hence the age of new conceptions as the Rite Aid “Customer World Store.&#

Customer Focused 40

Customer Focused Blog 2006 2010 40

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this exceed the needs and expectations of customers? How visible is it to your employees?

Customer Centricity 54

Customer Centricity CEM Customers Culture 54

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

West Monroe

JUNE 20, 2022

These historically paper-based industries are facing a significant shift in culture and processes. Significant culture and process shift for commonly paper-based, manually enabled organizations. The same nimble mindset driving both startup and enterprise innovation is at the heart of digital product development. Key trends.

Healthcare 52

Healthcare Multi-Channel 2021 Innovation 52

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”,

Engagement 104

Engagement 2006 Customer Experience 2012 104

Customer Bliss

MARCH 8, 2016

In a customer-obsessed organization, however, the concepts need to be much different. Earning Social Media Love From Good Customer Experiences. In the early days of social, there was a big movement from marketing consultants to simply ask for re-tweets and shares in your posts.

Social Media 142

Social Media Customer Experience Reference 2014 142

Michelli Experience

DECEMBER 2, 2015

If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Mercedes-Benz has long delivered on the brand promise “best or nothing” when it came to product innovation, safety, and even marketing prowess.

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

ChurnZero

FEBRUARY 1, 2019

There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Customer Bliss

OCTOBER 18, 2016

While many business leaders are now talking about Customer Success, Kevin has built and led customer-focused teams and companies for more than 25 years. He’s passionate about helping customers obtain value and believes that the more you do to help them, the more success you will enjoy. About Kevin.

Leadership 118

Leadership Sales Culture User Experience 118

Eptica

AUGUST 24, 2016

This move is being driven by a change in the relationship between customers and companies – with increased competition, digital disruption and the rise of social media, the balance of power has shifted towards the consumer. Customer experience is a continual process Delivering an excellent customer experience is an ongoing process.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49