Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Developing happy and pleased employees has a four-part formula: 1.

Social Media 68

Social Media Customer Centricity Books Culture 68

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. If you would like to follow Beyond Philosophy click here.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? Peter Swaim – V.P. Marketing – HorizonCX, LLC.

Competitive Advantage 52

Competitive Advantage Leadership Culture Travel 52

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. 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

CX Journey

AUGUST 1, 2018

You’ll need folks who can take data and insights and operationalize them within their departments; they know best what needs to be done and how any changes or improvements connect to – and affect – other departments. Think of the transformation as a grassroots effort.

Government 36

Government Customer Centricity Feedback Customer Experience 36

BirdEye

DECEMBER 22, 2023

For sales and customer service teams, this means connecting with the right person at the right time, reducing wait times, and improving the workflow. Enhanced communication increases productivity, as team members can collaborate easily and promptly address customer needs.

Communication 109

Communication Demo Call Recording Connections 109

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

NOVEMBER 22, 2016

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. They would regularly be experiencing what the customer experiences to enable them to understand what works and what doesn’t work.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

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

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. Paint a picture that connects the employees to yours customers and, ultimately, to a profitable, solvent organization.

Chief Customer Officer 50

Chief Customer Officer Transportation Culture Leadership 50

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Leslie O’Flahavan.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training. Leslie O’Flahavan.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. Think Smiling Companies, Happy Customers. Image courtesy of Pixabay

2017 45

2017 2018 Chief Customer Officer NPS 45