Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. He has written nine books on companies like Starbucks, Zappos, Mercedes Benz, and Ritz Carlton. Getting your Customers’ Needs Met is Vital.

Hotels 104

Hotels Travel Hospitality 2019 104

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ClearAction

FEBRUARY 14, 2015

If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? In the book Firms of Endearment the best-loved companies "actively align the interests of all stakeholder groups, not just balance them. Customer Loyalty Boomerang Effect.

Customer Experience 88

Customer Experience Customer Centricity Financial Customer Experience Management 88

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! For further reading, I recommend the excellent book: Edge Strategy: A New Mindset for Profitable Growth by Alan Lewis and Dan McKone.

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

ijgolding

JULY 14, 2017

You asked whether that was the best thing, but she didn’t have any other options, so you booked an appointment anyway. Journey mapping helps to clear the mist, so you can design interactions with purpose, which meet their true goals and deliver the total experience. The person who answered was polite and efficient.

Customer Experience Design 109

Customer Experience Design Customer Experience Banking Airlines 109

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

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SmartKarrot

FEBRUARY 15, 2022

He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Following him would help customer-facing executives offer contextual support, which is critical for a better customer experience.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ijgolding

DECEMBER 19, 2016

Just researching Sky on the web highlights a plethora of issues being experienced by many of their customers. One of my valued network of Customer Experience Professionals is enduring an even worse experience with Sky at the moment. Sadly, I am not alone. There is also no email address for a complaint.

Feedback 73

Feedback 2015 Customers 2017 73

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services. Irene Lefton.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Chattermill

JUNE 25, 2019

When you take advantage of the data collected, it allows you to: Get Personal: Netflix, Spotify and Amazon have nailed the art of personalisation perfectly, suggesting books, TV shows, and songs that fit their users’ distinct tastes. Happy customers are loyal and refer their friends regularly. Failing to Act On Customer Feedback.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

ijgolding

FEBRUARY 23, 2016

So many organisations are unable to enable their people to ‘do what is right’ – to EMPOWER them; rather than just do what it says in the rule book. So when it comes to driving great Customer Experiences, which is more important – the heart or the head?

Customer Experience 59

Customer Experience 2004 Books Customers 59

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111