Customer Guru

AUGUST 21, 2018

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. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Horizon CX

DECEMBER 1, 2023

Effective communication and a focus on service over salesmanship are crucial for success, drawing parallels between Loman’s struggles and the challenges faced by CX leaders. This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

PeopleMetrics

MAY 30, 2015

Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management , those challenges can threaten how we relate to customers as people. We’re trying to help our customers. Want More?

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Mapping Customer Journey 120

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. These tools can be automation software, communication apps, or help desk suites.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ijgolding

OCTOBER 3, 2016

It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Answer Dash

APRIL 16, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 76

Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Here’s how we at HorizonCX see the basic elements.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

ClearAction

JANUARY 6, 2021

13) Stop obsessing about customer journey maps. This is success-limiting because it tends to exhaust bandwidth and energy on mapping rather than actioning. It’s possible to make grand strides in customer-centric culture-building and in customer experience improvement without having journey maps.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

Experience Investigators by 360Connext

FEBRUARY 18, 2020

By the time you're done, you'll feel ready to begin advocating for culture-changing growth in your organization. What makes this course great: Leslie is a writing instructor and has great insights into email communication. The course includes real customer service emails to give your team a head start. Visit the Course.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

CX Journey

MAY 24, 2017

If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they expect. We teach them what it looks like to deliver a great experience. Knowledge is power!

Engagement 61

Engagement Customer Experience Customer Journey Mapping 2016 61

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. If you don’t have a journey map, now is a terrific time to create one. Why Journey Maps Matter Now More Than Ever. Customer Journey Maps are a great resource, especially in times of change like these.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

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. Annette Franz is the founder and CEO of CX Journey Inc. Bill has over thirty years of luxury resort/club management experience.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

MARCH 23, 2015

Create closed-loop processes for issue originators to prevent recurrence, and drive action and closed-loop communication to resolve customer issues systemically. Incentivize cross-organizational collaboration for customer experience breakthroughs. Customer-Centered Culture: Do This, Not That.

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

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. Annette Franz is the founder and CEO of CX Journey Inc. Bill has over thirty years of luxury resort/club management experience.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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. Build a customer room. Get creative! .

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

MARCH 8, 2022

With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Donna has successfully helped many companies scale their Customer-Success growth and reap the benefits of the if the customer wins, the company wins phenomenon.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

CX Journey

FEBRUARY 5, 2019

Stories are a wonderful communication tool and a powerful teaching tool. They tell the story of the customer’s journey as she interacts with the brand, helping to build empathy for her and struggles she endures as she journeys to her desired outcome. Journey mapping is a learning exercise.

Customer Journey Mapping 35

Customer Journey Mapping Transportation Customer Centricity Customer Journey 35

ClearAction

AUGUST 13, 2019

Understanding customers’ consequences compels employees to anticipate customers’ reactions and to align their decisions with what’s most efficient and effective for customers and your firm. Knowing customers’ overall objective empowers employees to find novel ways to generate value that customers will reward.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48