GetFeedback

AUGUST 14, 2019

CSAT can provide a lot of insights around how well your brand met expectations at these key parts of the customer journey. This type of specific interaction is often measured and included in Customer Experience Management. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

2017 49

2017 Workshop Events Customer Experience Professionals 49

Eptica

NOVEMBER 6, 2019

Leaders who tout the wonders of customer experience often assume those who politely listened were actually invested in what they were saying. CX leaders should help them by connecting the dots between investing in the experience and their business outcomes. They can often tell you when change is required.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

2017 40

2017 Workshop Events Customer Experience Professionals 40

Clarabridge

MARCH 1, 2017

Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Deep dives into the nuts and bolts of running a customer experience program effectively.

2017 40

2017 Workshop Events Customer Experience Professionals 40

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michel Falcon Experience

JANUARY 16, 2017

I still remember the day in 2007 when I committed to understanding customer experience management and how it grows businesses. I read books on customer experience, I set up a Feedly account and read dozens of articles every day on the subject. While working at 1-800-GOT-JUNK? ,

Hospitality 122

Hospitality 2007 Airlines Books 122

ClearAction

AUGUST 13, 2019

Surprisingly, the major glitch for agility and alignment is lack of clear understanding about how major priorities and objectives fit together, according to extensive research conducted by Donald Sull from MIT Sloan School of Management. This truth reveals customer experience as the primary managerial context for all corporate objectives.

Customer Experience 48

Customer Experience Financial Customer Journey Mapping Customer Experience Professionals 48

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. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Only 10-20% of CX managers know how to facilitate action on VoC , according to Temkin’s Customer Experience Management Survey.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

ClearAction

OCTOBER 4, 2015

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? The money comes from customers. Customer Experience Jenga.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

PeopleMetrics

AUGUST 27, 2015

Do prospects come from customers, or do customers come from prospects? Because the prospect and customer experience are connected, you can start anywhere in the cycle. So focus on improving customer experience in the way that best suits your own business. The short answer is simple: Start anywhere.

B2B 111

B2B Customer Experience Sales Customer Experience Professionals 111

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. Journey maps are a valuable tool in your company''s effort to improve the customer experience.

Customer Journey 75

Customer Journey Touchpoint Customer Experience Professionals Customer Centricity 75

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. To create a customer centric culture, it is critical that a business is able to introduce and embed some rigor and structure into the way it goes about managing the customer experience.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

ijgolding

AUGUST 1, 2016

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. In fact Customer Experience is one of the only professions in the world where, right now, no textbook exists.

Customer Journey Mapping 54

Customer Journey Mapping Customer Experience Professionals Customers Customer Centricity 54

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Step 2: Create Your Personal Brand.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. Hello and thank you for joining us today to chat with us about your experience in the CX space Nate. Check out the interview below.

Culture 52

Culture White Paper Customer Centricity Feedback 52

Lumoa

APRIL 24, 2018

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. You want to see a complete view of your customers, what's going on, trends, etc. Networks Connect… Communities Care!

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. However, research shows most customers still value an emotional connection with the people fronting the organization.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Qualtrics

AUGUST 28, 2019

Not every government has a big budget or a senior leader assigned to experience management, but there are examples of governments using the resources they do have to connect with citizens. During her time in government, she also served as an advisor for President Obama’s cross-agency task force on customer service.

Government 20

Government Customer Experience Demo Leadership 20

Pointillist

APRIL 26, 2018

Barriers to Creating a Single Customer View. As per a Harvard Business Review Analytic Services study of more than 400 customer experience executives, one of the top challenges of customer experience management is achieving a single customer view. Integrate All Your Customer Data.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72