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. He specializes in customer experience strategies, customer service engagement, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Experience Investigators by 360Connext

MARCH 9, 2015

Here are some ways you can educate and empower yourself to be the customer experience champion you want to be. There are now zillions of books (that’s a lot) focusing on customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Beyond Philosophy

DECEMBER 31, 2019

Prediction #4: Measurement will become a higher priority for Customer Experience professionals. I’m a member of the CXPA, which is the Customer Experience Professional Association. Colin is an international author of six bestselling books and an engaging keynote speaker.

2020 152

2020 Customer Experience 2002 Consulting 152

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. He specializes in customer experience, loyalty and engagement. Bill Quiseng. Shep Hyken.

2017 91

2017 Customer Experience Books Consulting 91

ShepHyken

MAY 9, 2017

Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty. A convenient, frictionless experience is something that consumers want and need, and are willing to pay for. Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience.

Loyalty 76

Loyalty Books Customer Experience Professionals Financial 76

Kayako

AUGUST 7, 2015

Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down silos.

Webinar 84

Webinar Chief Customer Officer Books 2015 84

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 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Lumoa

OCTOBER 24, 2023

This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?” And it all starts with nurturing your very own happiness to blossom like a sunflower.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Wootric

DECEMBER 8, 2019

Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty. Customer experience leaders are finding new applications for the popular Customer Effort Score metric.

Effort Score 59

Effort Score Net Promoter Score Metrics Healthcare 59

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX Journey

JANUARY 16, 2019

I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. There's a website for the exam with a lot of details and resources; it now also includes a document that lists books, whitepapers, websites, etc. Valeria Maltoni.

Chief Customer Officer 39

Chief Customer Officer Books Loyalty Programs Document 39

Answer Dash

SEPTEMBER 14, 2019

Gen Z tends to do more talking with their friends, family, and colleagues about an experience. As I shared in the many case studies in my latest book, Would You Do That To Your Mother? there are tons of companies that reinvent their operations to meet customer goals. Good CX prevails and has a significant business impact.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Books Consumers 52

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

Customer Bliss

DECEMBER 22, 2016

We had the privilege of interviewing the pioneer of the Chief Customer Officer (CCO) role, Jeanne Bliss who held the first ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months?

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Empathy is equally crucial to the employee experience.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

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

ijgolding

FEBRUARY 4, 2016

How do you become a Customer Experience Professional? I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post. We wanted Customer Loyalty – Raving Fans (we just didn’t call it that!).

Customer Experience Professionals 72

Customer Experience Professionals Tourism 2006 2015 72

Steve DiGioia

DECEMBER 5, 2016

I also think that companies should require leaders to spend time answering calls and dealing personally with customer issues. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. Loyalty” is too fuzzy for those who are thinking about profitability.

Culture 105

Culture Metrics Workshop Hotels 105

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

Beyond Philosophy

APRIL 9, 2018

Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. What if we picture ourselves as the manager who wants the customer to come back? I’m sure we have all done the following or something similar.

Culture 104

Culture Feedback Travel Customer Experience Professionals 104

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

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

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

Alida

SEPTEMBER 22, 2016

Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. Super important point – authenticity drives loyalty #vcsummit.

2016 267

2016 Innovation Marketing Insights 267

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

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

Strativity

AUGUST 5, 2014

His company, Temkin Group, is a research and consultancy focused on enterprise-wide customer experience transformation. They’ve helped many of the world’s largest brands build customer loyalty by accelerating their CX journeys and avoiding many of the pitfalls along the way. For more information visit [link].

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2014 Customer Centricity 40

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

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

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

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

Kustomer

APRIL 23, 2020

Listen and subscribe to our podcast: Mary Drummond, CMO of Worthix, a specialist at improving customer experiences, joins Gabe Larsen on the Customer Service Secrets podcast to discuss the fundamental elements of building beneficial relationships between companies and customers. The Value Of Time Well Spent. Interesting.

Customer Satisfaction 52

Customer Satisfaction Definition Customers Customer Service 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.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

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.

2019 173

2019 Customer Experience 2025 ROI 173