ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. What Exactly Is The Future of Customer Service?

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. Take a walk in the customer’s shoes.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

ijgolding

OCTOBER 16, 2017

I have had the pleasure of meeting many amazing Customer Experience Professionals (CXPs) over the years – amazing for a whole variety of reasons. Carlton Gajadhar has an infectious passion for all things Customer Experience – yet his career as a CXP is still only just beginning.

Customer Experience Professionals 57

Customer Experience Professionals Customer Experience Tourism Events 57

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

Social Media 359

Social Media Customer Journey Feedback Customer Journey Mapping 359

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better.

Customer Experience Professionals 200

Customer Experience Professionals Feedback Article Engagement 200

InMoment XI

JANUARY 18, 2017

As customer experience professionals, we often worry about response rates. At the heart of the question of response rate is whether customers want to provide you with feedback and engage with your survey. Why do customers provide feedback? Customers who provide feedback want you to get better. View Article

Customer Experience Professionals 200

Customer Experience Professionals Feedback Article Engagement 200

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. View Article So how does one celebrate.

Customer Experience Professionals 315

Customer Experience Professionals Customer Centricity Innovation Article 315

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. View Article Topics included Digital CX.

2015 308

2015 Customer Experience Professionals Presentation Article 308

Wootric

DECEMBER 21, 2018

These are the articles that resonated the most with our readers in 2018. Automatically Organize Qualitative Customer Feedback with Auto-tagging. This is where using software to auto-tag customer comments saves the day. Customer Success Operations Manager: Does Your Team Need One?

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

MyCustomer

APRIL 27, 2023

MyCustomer is in constant dialogue with senior customer experience professionals - whether that be for articles, research reports, roundtable discussions, networking events or podcasts. In this hub, we’re pooling together some of the best content based on those discussions.

Customer Experience 52

Customer Experience Customer Experience Professionals Events Article 52

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

Experience Investigators by 360Connext

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? What feedback to gather.

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

ijgolding

FEBRUARY 16, 2015

I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […].

Customer Experience 111

Customer Experience Customer Experience Professionals Customer Centricity Customer Retention 111

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. View Article So how does one celebrate.

Customer Experience Professionals 227

Customer Experience Professionals Customer Centricity Innovation Article 227

InMoment XI

OCTOBER 12, 2012

Do you have what it takes to be a great customer experience professional? But what do we mean by customer experience and what do we mean by professional? View Article Easy question, huh? I throw these thoughts in to the debate for a very simple reason.

Customer Experience 200

Customer Experience Customer Experience Professionals Article Customers 200

InMoment XI

OCTOBER 12, 2012

Do you have what it takes to be a great customer experience professional? But what do we mean by customer experience and what do we mean by professional? View Article Easy question, huh? I throw these thoughts in to the debate for a very simple reason.

Customer Experience 200

Customer Experience Customer Experience Professionals Article Customers 200

InMoment XI

OCTOBER 12, 2012

Do you have what it takes to be a great customer experience professional? But what do we mean by customer experience and what do we mean by professional? View Article Easy question, huh? I throw these thoughts in to the debate for a very simple reason.

Customer Experience 200

Customer Experience Customer Experience Professionals Article Customers 200

customer sure

JANUARY 16, 2024

Customer Experience (CX) is a broad term describing how customers interact with and feel about your business. With that in mind, Customer experience management is the process of interpreting, measuring and improving CX. All businesses offer an experience to their customers, whether they recognise it or not.

Customer Experience 62

Customer Experience Management Net Promoter Score Touchpoint 62

InMoment XI

SEPTEMBER 30, 2015

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. View Article. So how does one celebrate.

Customer Experience Professionals 200

Customer Experience Professionals Customer Centricity Innovation Article 200

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Here are the answers: 1. Yes and no.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. View Article Topics included digital CX and.

2015 200

2015 Customer Experience Professionals Presentation Article 200

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. View Article Topics included digital CX and.

2015 200

2015 Customer Experience Professionals Presentation Article 200

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

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.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article.

Airlines 200

Airlines Customer Centricity Travel Customer Experience Professionals 200

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article

Airlines 200

Airlines Customer Centricity Travel Customer Experience Professionals 200

InMoment XI

JANUARY 17, 2015

“We strive to be a more customer-centric company.” And what travelers in their right minds think their airline is customer-centric? The truth of the matter is that while so many companies strive to be customer-centric, most customer experience professionals. View Article

Airlines 200

Airlines Customer Centricity Travel Customer Experience Professionals 200

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. View Article

Customer Experience Professionals 200

Customer Experience Professionals Customer Journey Customer Experience Management Article 200

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. View Article

Customer Experience Professionals 200

Customer Experience Professionals Customer Journey Customer Experience Management Article 200

InMoment XI

SEPTEMBER 30, 2014

As customer experience professionals, it’s time we realized that we are no longer practicing customer experience management, but rather customer experience enablement. When it comes to the customer journey, we’re just along for the ride. View Article

Customer Experience Professionals 200

Customer Experience Professionals Customer Journey Customer Experience Management Article 200

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

2022 116

2022 Customer Success White Paper Social Media 116

ShepHyken

OCTOBER 3, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. You do if your customers are there.

Article 14

Article 2022 Customer Service Retail 14

ShepHyken

JULY 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’ve recently written several articles related tipping fatigue, tipflation, and tip creeping.

Article 12

Article 2023 Customer Service Workshop 12

ShepHyken

JUNE 21, 2019

This week we feature an article by Jonny Everett who discusses what businesses must do to be successful in the on-demand world in which we live. Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse. That’s not the case anymore.

Customer Experience 120

Customer Experience Hotels Consumers Books 120

InMoment XI

MARCH 28, 2013

Take customer experience professionals, for example. Organizations whose customer experience programs are transaction based routinely survey hundreds of thousands customers. View Article. Gone are the days when business people did not have enough data. Most of us have too much —way too much.

Customer Experience Professionals 200

Customer Experience Professionals Article Customer Experience Customers 200