Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

BlueOcean

OCTOBER 8, 2021

Removing pain points FIRST, is far more valuable than trying to delight customers. This shift has led to the advent of the Customer Service Officer, a role that didn’t even exist just a short time ago. They looked at the entire customer journey and carefully approached this massive change so customers wouldn’t be surprised.

2021 177

2021 Customer Experience Contact Center Government 177

Experience Investigators by 360Connext

MARCH 24, 2015

Improving customer experience starts with a commitment to change the culture. Case in point: Gibson discovered many customer communications said “you are terminated” because that was legal language. It’s time to convince the powers that be that customers need to hear human language. Kevin Gibson, Humana #ngce.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

JUNE 17, 2015

I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Want to get a head start and learn some expert tips? Join me for free !

Customer Experience 251

Customer Experience Social Media Metrics Call Center 251

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey. The world is fast.

Connections 160

Connections B2B Fashion Touchpoint 160

Beyond Philosophy

FEBRUARY 3, 2020

For example, if I were to tell you Forrester, a global research company, predicted that 1 in 4 Customer Experience professionals would lose their jobs this year, does that sound like good news? It doesn’t seem to be to me—and probably not to you if you happen to have a job title with Customer Experience in the title.

Marketing 78

Marketing Customer Experience Professionals Presentation Consulting 78

Beyond Philosophy

MAY 26, 2022

Many of our marketing communications messages are about convincing you that this product says something about you. Practically speaking, there are a few implications Dommer’s research has on experiences. Your customers have perceptions of themselves, and you should be aware of those. The Power of Reflective Messaging.

Customer Experience Professionals 78

Customer Experience Professionals Information Definition Connections 78

Beyond Philosophy

SEPTEMBER 27, 2017

Providing customers with a better experience was not on the company’s radar. So it shouldn’t come as a big surprise, that, faced with an outage crisis, the telecoms paid attention to work crews and getting service restored, but gave little thought to communicating with their customers. You could have heard a pin drop!

Wireless 117

Wireless Telecommunications Financial Webinar 117

GetFeedback

DECEMBER 2, 2019

You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. Here is how to optimize your CSAT score to gain the most value. .

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66

CSM Magazine

NOVEMBER 3, 2022

Resolving the FAQ to take this communication off staff responsibility”). Fun/Make customers happy and satisfied (e.g., Make the customer happy”). Customer service/retention (e.g., Waterfield Tech transforms customer engagement for organizations worldwide. the top four responses were: Answer simple questions (e.g.,

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

Michelli Experience

JUNE 26, 2018

Humor and Customer Experience. Recently, while consulting for a customer experience client, I had someone ask me how to coach a front-line service professional not to use humor as a weapon against customers. How and when should we use humor to engage customers? Enhance feelings of well-being.

Customer Experience 73

Customer Experience Consulting Customer Experience Professionals Customers 73

ShepHyken

JUNE 21, 2019

Accessibility is the commitment of brands to deliver experiences and customer contact in a holistic process that harnesses both customer communication methods and the understanding that each of your on-demand customers is a (drumroll) human. Accessibility isn’t just about product, device, service or channel design.

Customer Experience 119

Customer Experience Hotels Consumers Books 119

Customer Guru

MARCH 1, 2018

Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Working across industries such as manufacturing, IT, and consulting, what has your journey been like?

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

GetFeedback

JULY 19, 2019

These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Communicate how you will measure success. Will VoC feedback help you live up to your customer experience mission and brand promise? How can we engage with our customers more?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Metrics Consulting 60

Beyond Philosophy

APRIL 10, 2015

A study from Princeton University, where a speaker would tell a story to a listener found “ when the two people communicate, neural activity over wide regions of their brains becomes almost synchronous, with the listener’s brain activity patterns mirroring those sweeping through the speaker’s brain, albeit with a short lag of about one second.”

Consulting 127

Consulting Customer Experience Professionals Blog Presentation 127

customer sure

AUGUST 22, 2023

The categories and resulting feedback must make intuitive sense to frontline employees, not just to statisticians, and this information must be systematically compiled and communicated throughout the organisation so people can take action and track their results. Instead, just focus on improving your own NPS, one customer at a time.

NPS 48

NPS Net Promoter Score 2011 Books 48

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. They can also tell you how long someone has been a customer, how much they pay for service each month, and their billing trend over time. The Information Technology (IT) Department.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

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. A CX Consulting. They make our lives better, share their expertise, uplift our spirits, and show profound generosity.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

JULY 14, 2017

Journey mapping helps to clear the mist, so you can design interactions with purpose, which meet their true goals and deliver the total experience. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience Design 109

Customer Experience Design Customer Experience Banking Airlines 109

Customer Guru

MARCH 1, 2018

Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Working across industries such as manufacturing, IT, and consulting, what has your journey been like?

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). Actually, the Thunder won the award for its fan experience efforts. Winemiller calls complaints free consulting.

Sports 123

Sports 2012 Customer Experience Professionals Consulting 123

Alida

SEPTEMBER 22, 2016

Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. Companies must welcome customer feedback and continually test and learn from new ideas. . — Bala Rajan (@speak2bala) September 20, 2016.

2016 267

2016 Innovation Marketing Insights 267

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Beyond Philosophy

OCTOBER 28, 2021

Persuading people to believe in experience management as a driver for business success is essential for Customer Experience professionals. For example, years ago, Beyond Philosophy, my global Customer Experience consultancy, pitched a German insurance company. The post Is Customer Experience Dying?

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Eptica

NOVEMBER 6, 2019

Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. At the same time, the millennials and Gen Z who interact primarily through digital communication are becoming your customers and will expect you to be available to them via social media.

Social Media 123

Social Media Customer Service Brands 2011 123

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. VP of Client Experience - Compellon.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Michelli Experience

AUGUST 22, 2017

Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly. Data Mining and Analytics. Michelli, Ph.D.

Airlines 45

Airlines Travel Consulting Customer Experience Professionals 45

Horizon CX

JUNE 2, 2020

And buried within that same report, they also predicted that customer experience professionals would either quantify their business impact and reach new levels of influence or find themselves in a tenuous position. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

Leadership 52

Leadership 2020 Culture 2019 52

Beyond Philosophy

JANUARY 12, 2022

Goebel says “the Internet of Things (IoT) is at its heart about communication. Goebel also believes that without giving those objects a voice, we are missing out on a significant constituent in the business-to-customer relationship. Product-centered IoT also opens up some doors for experiences.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

Horizon CX

AUGUST 10, 2020

Wikipedia: Conversation is an interactive communication between two or more people. Hence, within our role as customer experience professionals, we hold a conversation and the resulting communication in the highest order of the many skills we possess and exemplify. Effective communication is a learned skill.

Communication 52

Communication Magazine Presentation Definition 52

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

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. In two weeks’ time, 2 million people linked their Delta and Paramount accounts, Bastian said.

Healthcare 52

Healthcare Airlines 2022 Transportation 52