Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr.

2017 40

2017 Customer Service Workshop Customer Care 40

Strativity

JANUARY 18, 2018

He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. He is the author of Customer Experience Management Rebooted, 2017. Joins as Managing Director, Asia. Formerly, Chief of Wow! About Strativity Group Inc. Passion, Expertise and Execution.

Culture 40

Culture Marketing Consulting 2017 40

Myra Golden

DECEMBER 13, 2017

How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.

2017 51

2017 2018 Customer Service Training Connections 51

Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. “The Related Content.

Culture 59

Culture Voice of Customer Fashion 2017 59

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

CX Journey

DECEMBER 21, 2016

You don't know who your customers are : you've decided to focus on target segments instead of personas, when personas will get you closer to the customer and to a better customer experience design. Fo cus on the things that matter to your customers and to your employees. Address the issues outlined above.

Culture 62

Culture 2014 Employee Experience 2017 62

Storyminers

MARCH 29, 2017

Read the Chain Store Age article March 23, 2017 by Deena M. It might not seem like much today, but the infrastructure both companies are installing to make this one feature practical for their shared customers will become a capability both can use to create added value in many other situations. Amato-McCoy.

Entertainment 53

Entertainment 2017 Technology Article 53

Storyminers

MARCH 29, 2017

Read the Chain Store Age article March 23, 2017 by Deena M. It might not seem like much today, but the infrastructure both companies are installing to make this one feature practical for their shared customers will become a capability both can use to create added value in many other situations. Amato-McCoy.

Entertainment 53

Entertainment 2017 Technology Article 53

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. “The Related Content.

Culture 40

Culture Voice of Customer Fashion 2017 40

CX Journey

MARCH 14, 2017

I want the attention on customer experience improvements, but it seems when we call it that, perhaps executives cringe because it's still taboo to focus on the customer. How is that even possible in 2017? What do you think? We must consult our means rather than our wishes. George Washington.

Customer Experience Professionals 59

Customer Experience Professionals Innovation 2017 Technology 59

CX Journey

APRIL 25, 2018

It appeared in their November 28, 2017, issue. Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? Those are marketing tools and are too high level for customer experience design.

Workshop 58

Workshop Touchpoint Culture Customer Experience Design 58

Michelli Experience

JANUARY 3, 2018

They will identify six, seven, or more new projects to add to business objectives carried over from 2017. Many leaders will begin 2018 with a long list of new strategic priorities. All of those new initiatives may, in fact, be relevant to future success but few will likely garner buy-in and effective execution.

2018 45

2018 Consulting Automotive 2017 45

Michelli Experience

MAY 30, 2017

in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new creditors all in an effort to stave off continued revenue challenges like the $2.2 In a recent SEC filing the Sears Holding Company noted that it is selling property (e.g. billion they lost last year alone.

Customer Experience 45

Customer Experience Retail Social Media Books 45

Stella Connect

JUNE 5, 2017

Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). VP Customer Experience Design, AARP. Celika Caldwell.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Michelli Experience

JANUARY 3, 2018

They will identify six, seven, or more new projects to add to business objectives carried over from 2017. Many leaders will begin 2018 with a long list of new strategic priorities. All of those new initiatives may, in fact, be relevant to future success but few will likely garner buy-in and effective execution.

2018 40

2018 Consulting Automotive 2017 40

Storyminers

DECEMBER 7, 2016

That is set to change in 2017. As soon as you leave the store, your order is totaled, your Amazon prime account is charged, and you get a receipt on your mobile phone. All you have to do is – go. Currently, the store is open only to employees. Here’s the video: Seems amazing, doesn’t it?

Retail 49

Retail Technology 2017 Brands 49

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. A present of $1,000 invested in January of 2010 would be worth, as of 2017 March 23rd, $21,000.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. A present of $1,000 invested in January of 2010 would be worth, as of 2017 March 23rd, $21,000.

Webinar 40

Webinar 2010 E Commerce Presentation 40

CX Workout - Ideas Blog

AUGUST 3, 2018

My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. A present of $1,000 invested in January of 2010 would be worth, as of 2017 March 23rd, $21,000.

Webinar 40

Webinar 2010 E Commerce Presentation 40

Myra Golden

JANUARY 30, 2017

How to De-escalate Angry or Agitated Customers Live Webinar with Myra Golden. February 16th, 2017 – 1:00pm ET – 2:00pm ET (or get the recording, which we send out within 4 hours of the live event). You can attend live or get the recording, which is available within 4 hours of the live training. Register your team now.

Workshop 55

Workshop 2017 Webinar Customers 55

Myra Golden

JANUARY 30, 2017

How to De-escalate Angry or Agitated Customers Live Webinar with Myra Golden. February 16th, 2017 – 1:00pm ET – 2:00pm ET (or get the recording, which we send out within 4 hours of the live event). You can attend live or get the recording, which is available within 4 hours of the live training. Register your team now.

Workshop 55

Workshop 2017 Webinar Customers 55

Myra Golden

FEBRUARY 14, 2017

5 human relations skills that actually encourage calm with volatile customers. How to De-escalate Angry or Agitated Customers Live Webinar with Myra Golden. February 16th, 2017 – 1:00pm ET – 2:00pm ET (or get the recording, which we send out within 4 hours of the live event).

Webinar 77

Webinar Workshop Events Hotels 77

Strativity

FEBRUARY 14, 2017

Global customer experience design and transformation firm focus on customers yields exceptional results. Hackensack, New Jersey, February 14, 2017 – Strativity Group, Inc., Strativity: We are experts in Customer Experience, Employee Experience, and Organizational Transformation.

2017 40

2017 Consulting Magazine Customer Experience Design 40

Lumoa

FEBRUARY 9, 2023

“It’s every contact the customer has with your people, your product, and the way it is delivered. According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. ” – Shep Hyken.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Strativity

FEBRUARY 14, 2017

Global customer experience design and transformation firm focus on customers yields exceptional results. Hackensack, New Jersey, February 14, 2017 – Strativity Group, Inc., Each February, Consulting magazine shines a light on smaller firms that are shaking up the profession from the bottom up.

Consulting 40

Consulting 2017 Magazine Customer Experience Design 40

ERDM

JANUARY 22, 2019

Ruth Crowley, Vice President, Customer Experience Design at Lowe’s provides an important perspective: Customer experience is not an initiative it’s a commitment. The following quote from the VoC research says it all: ‘Don’t worry about improving your renewal process at the end of the year.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

Ruth Crowley, Vice President, Customer Experience Design at Lowe’s provides an important perspective: Customer experience is not an initiative it’s a commitment. The following quote from the VoC research says it all: ‘Don’t worry about improving your renewal process at the end of the year.

Customer Experience 49

Customer Experience Sales Customers ROI 49

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. Emilia is a Customer Success Evangelist with expertise in structuring and scaling post-sales customer experiences. and Crowdvocate.com.

2020 132

2020 Customer Experience Magazine Consulting 132

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing.

2016 111

2016 2017 Customer Experience Social Media 111

Qualtrics

OCTOBER 10, 2019

In-store experiences can leverage sensory factors like hearing, smell and texture to engage the customer and use face-to-face connections with staff members to cement relationships on a human level. What goes into a great in-store experience? Customer experience design is made up of many things.

Travel 34

Travel Retail Multi-Channel Fashion 34

Michelli Experience

NOVEMBER 1, 2017

If you don’t know about the adventures of Joshie (a lost stuffed animal that was returned to the child who owned him, complete with pictures of Joshie’s escapades at the hotel when he was separated from his owner), you can check out an archived blog of mine titled Giraffes are ESSENTIAL to your customer experience!

Customer Experience 69

Customer Experience Hotels Consulting Books 69

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). Nunwood offers services in customer insight and planning, and customer experience design and consulting, making it a one-stop shop for anyone who needs an expert to help design a winning CX program.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). Nunwood offers services in customer insight and planning, and customer experience design and consulting, making it a one-stop shop for anyone who needs an expert to help design a winning CX program.

Technology 40

Technology Customer Experience Consulting Customers 40