CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Customer experience means a plethora of different things to different people. This list goes on.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. What do your customers hate? on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Oracle

MARCH 28, 2018

Since it depends on visibility of transferred data, this feature can be leveraged to foster trust among consumers (for example, a company-owned portal that shows all blockchain activity associated with a customer, which the customer can view any time in order to see how their business relations stand).

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience 2008 49

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Make a customer, not a sale.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

CSM Magazine

NOVEMBER 19, 2021

Inge De Bleecker, Vice President of CX at Applause looks at three ways brands can personalise the customer journey, provide meaningful interactions and improve customer engagement. It has been a central pillar of brand marketing and customer engagement since the turn of the century. Customers expect it.

Brands 64

Brands 2022 Multi-Channel Books 64

CX Accelerator

DECEMBER 22, 2022

To equip, encourage, and connect Customer Experience professionals at every stage in their journey. I'm thrilled to announce our brand new team of Executive Advisors for CX Accelerator! And the exciting part? We are just getting started. It's time to accelerate the mission of CX Accelerator in 2023. What mission, you ask?

Brands 36

Brands 2023 Leadership Events 36

TechSee

AUGUST 14, 2023

Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox. An experienced strategist with excellent knowledge of business management, strategy, brand, and marketing.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CloudCherry

SEPTEMBER 11, 2019

What brand has wowed Annette, personally? She is a Certified Customer Experience Professional (CCXP). ‘Soft Stuff’, monetary and non-monetary incentives for employees, and the role technology takes in the whole process, and you’ve got yourself one deliciously instructive cocktail. And, of course, we had to ask.

Magazine 199

Magazine Customer Experience Professionals Demo Employee Experience 199

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Facebook branded page. Customer Service Calls.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. customer service calls. Try listing all the touchpoints where your brand interacts with your customer. Facebook branded page. Customer Service Calls.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!! Shaun Smith. Andy Milligan.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

CloudCherry

MARCH 19, 2018

Merely investing in a Customer Experience Management tool doesn’t suffice. When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. How can brands ensure that their CX initiatives are linked to value?

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

Bill Quiseng

MARCH 7, 2016

I am going to be watching from afar to see how this move bodes for this big brand. Will this move continue to put them at the top of highly regarded brands for service or will it wreck it? Some brands seem to have mastered the social media customer service puzzle. Chief Customer Fanatic and Founder, Customer Fanatix.

Social Media 123

Social Media Customer Service Brands 2011 123

CloudCherry

MARCH 8, 2019

She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne Bliss. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

ShepHyken

JULY 8, 2019

(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. That’s months away.

2019 115

2019 Article Customer Service Social Media 115

CX Accelerator

NOVEMBER 11, 2022

Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn. CHANGE MANAGEMENT Becoming more customer-centric is a change; you are transforming the organization from one state to another. Empathy and sensitivity are the traits you would look for in a person managing an EX program.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

APRIL 6, 2015

With 15+ years of experience in the CX field, Tabitha also. serves as a CX Expert with the Customer Experience Professionals Association and is. a Certified Customer Experience Professional (CCXP).

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

ijgolding

NOVEMBER 13, 2014

I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off.

Brands 99

Brands Airlines Financial Travel 99

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. A brand is no longer a marketing confection, sustained by persuasive advertising. Rather, a brand is what a brand does. It is what customers experience.

2015 87

2015 2014 Brands Customer Experience 87

customer sure

JANUARY 16, 2024

Understanding customer experience is one thing, but knowing how to manage it is at the core of providing a better experience for your customers, no matter where they are on their journey. 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

GetFeedback

DECEMBER 2, 2019

To determine the ROI for your business, it’s important to have a clear understanding of how much you are spending on earning and keeping your customers. But your best customers will also spend more on your brand! In one study , the strongest brand advocates spent 15% more than non-advocates.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

CloudCherry

MARCH 19, 2018

Merely investing in a Customer Experience Management tool doesn’t suffice. When you’re investing in CX, it’s because you want to improve customer loyalty, retention, and ultimately be successful as a brand in the long run. How can brands ensure that their CX initiatives are linked to value?

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

BlueOcean

OCTOBER 8, 2021

That’s just one of the primary takeaways from “Outside In: The Power of Putting Customers at the Center of Your Business” by Harley Manning and Kerry Bodine, one of my top recommendations for anyone looking to enhance their learning of customer experience. Customer experience is the main differentiator for brands today.

2021 177

2021 Customer Experience Contact Center Government 177

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. What would it cost to lose 10% of your customers?

2020 250

2020 Net Promoter Score ROI Metrics 250

ijgolding

MAY 5, 2017

The recruitment process ‘window’ is a potential point of vulnerability in terms of perception and branding of a business to the interested outside world. Customer Experience is a relatively small world, and reputations of both individual practitioners and businesses are often shared. Most obviously, there is a huge budget!

Brands 57

Brands 2013 Brand Values Airlines 57

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Customer Satisfaction Score (CSAT) is a straightforward measurement to use, most widely used in measuring a specific interaction or experience. What expectations do your customers have? .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to align what feedback you gather with your Customer Experience Success Statement. Will the answers to these questions help you achieve more success for customers, for your brand, and for your organizational leadership? Listening posts are really just a moment in time with your customer.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

CX Journey

JANUARY 20, 2015

So I started thinking about whether this was a thing for customer experience professionals. Is there something we say - inspiring, annoying, or otherwise - when we talk about the customer experience that sticks in our colleagues'' brains? Absolutely. Need some help figuring out how to achieve earworm status?

Brands 60

Brands Customer Experience Professionals Definition Connections 60

Customer Bliss

MARCH 26, 2019

As customers, we find joy and enjoyment in engaging with brands who act in this way. It’s the same reason I co-founded the Customer Experience Professionals Association. Does your organization enable congruence of heart and habit? The work is interesting, but what really drives the work is culture.

Leadership 181

Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

ShepHyken

FEBRUARY 8, 2022

Companies have made things easier for their customers, who expect this same level of service to continue, even after the pandemic. According to Forrester’s 2022 predictions, consumers will lean on brands that offer a sense of relief and immediate comfort.

2022 85

2022 Healthcare Feedback Customer Experience Professionals 85

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. The community of CCXPs is vital to the foundation of customer experience as a management field. CCXP Exam Joys, Struggles & Rewards Lynn Hunsaker.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

Ian Williams

APRIL 29, 2016

Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. One tongue-in-cheek argument is to sack all of your customer experience professionals.

Customer Experience Professionals 94

Customer Experience Professionals Telecommunications Customer Journey Mapping Brands 94

BlueOcean

OCTOBER 7, 2021

At Blue Ocean, we’ve noticed that this new level of uncertainty in the travel industry has led to a shift in what customers value: Where once the name of the game was efficiency and speed, today’s customer experience hinges on empathy and reassurance. Many Customers Just Want to Talk. Let’s chat today.

Travel 218

Travel Customer Experience Call Center Books 218

ShepHyken

DECEMBER 22, 2020

Difficult, frightening and challenging times can become opportunities to really shine as a brand and as a company. Show appreciation to your customers! Look for ways to adapt and translate the customer experience without sacrificing the quality of the experience. The ability to adapt is crucial.

Leadership 81

Leadership Books Customer Experience Professionals Customer Centricity 81