Experience Investigators by 360Connext

OCTOBER 6, 2014

What if your company spread the news about great experiences just as much as bad ones? Customercentric culture is all about being proactive. If customers are complaining about the same issue over and over again, it’s time to figure out what’s really going on. Get to the root cause.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

MARCH 24, 2015

It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Improving customer experience starts with a commitment to change the culture. But I’ll bet on better experiences for everyone.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

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

Bold360

JANUARY 19, 2017

She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association. He specializes in customer experience, loyalty and engagement. Bill Quiseng. Jackie Huba.

2017 91

2017 Customer Experience Books Consulting 91

Confirmit

JULY 10, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

Webinar 45

Webinar B2C Customer Experience Professionals Customer Centricity 45

Confirmit

JULY 10, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries.

Webinar 40

Webinar B2C Customer Experience Professionals Customer Centricity 40

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Effort Metric Expanding. Employee CX & Empathy Training.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Bill Quiseng

MARCH 7, 2016

Given the speed at which consumers of all ages are taking to social media to get their issues resolved, customer experience and marketing professionals like myself will need to quickly increase our understanding of how this impacts brand loyalty over the long haul. Chief Customer Fanatic and Founder, Customer Fanatix.

Social Media 123

Social Media Customer Service Brands 2011 123

Beyond Philosophy

OCTOBER 6, 2014

Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience. ” It is part of a broader celebration of Customer Experience Day. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

APRIL 9, 2018

Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. I travel a lot for my work, to all parts of the world and all different cultures. How do we get customers to talk and discover what they need?

Culture 104

Culture Feedback Travel Customer Experience Professionals 104

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. is going out of cultural alignment. Constant reinforcement of the importance of customer service is key to sustaining the culture. Grant Cardone.

Culture 105

Culture Metrics Workshop Hotels 105

Beyond Philosophy

OCTOBER 28, 2021

For example, many firms use Customer Satisfaction or Net Promoter Scores (NPS)® to demonstrate the success of their Customer Experience programs. However, it would be best if they sought to increase revenues, reduce costs and improve culture. Customer Experience is an investment. It’s a no-brainer.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Leadership 97

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Chelsea Krost.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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. Empathy is equally crucial to the employee experience.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Find someone to champion customer experience at the c-suite and give them influence and resources to actually get things done”.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

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. Director of Customer Success Education - CSM Practice.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. Dr. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace.

Hotels 104

Hotels Travel Hospitality 2019 104

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Talk to your board.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ClearAction

FEBRUARY 14, 2015

Maybe "love" is not the right word, but customer experience professionals should know what I mean: be a fan of, be engaged with, show a predisposition toward camaraderie that leads to co-innovation and co-promotion, inclined to look at the relationship with a long-term perspective for mutual value and growth.

Customer Experience 88

Customer Experience Customer Centricity Financial Customer Experience Management 88

Beyond Philosophy

OCTOBER 6, 2014

Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience. ” It is part of a broader celebration of Customer Experience Day. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience. ” It is part of a broader celebration of Customer Experience Day. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

SmartKarrot

FEBRUARY 15, 2022

Following him would help customer-facing executives offer contextual support, which is critical for a better customer experience. Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Adrian Swinscoe. Annette Franz.

2022 10

2022 Customer Service Social Media Customer Centricity 10

SmartKarrot

JUNE 11, 2021

Drive customer value and thereby increase company value with top class approaches in customer success strategy and accelerate your career in customer success management. The course aims to teach its students customer value strategies, understand customer data, increase customer longevity and loyalty.

2021 22

2021 Customer Success Workshop Customers 22

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Annette Franz. Ashna Patel.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. 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.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. 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.

Customer Service 52

Customer Service Customer Experience Magazine Books 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. Blake Morgan Customer Experience Futurist, Speaker and Author. If they are not doing a good job they can quickly fix the situation with the customer." Why did you give that score?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Qualtrics

NOVEMBER 21, 2019

For more than 20 years, Bruce Temkin has been a central figure in the world of CX ( customer experience ). From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX.’. Want to hear more?

2020 22

2020 Retail Entertainment Leadership 22

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. I know of many who have both visited and lived in South Africa and so was excited to finally be able to see how a land I have never been to approaches Customer Experience.

Customer Experience 101

Customer Experience Travel Retail 2012 101

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. Jeannie Walters is the CEO/Founder of Experience Investigators by 360Connext, a global Customer Experience consulting firm. Emails come with actionable missions.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Experience Investigators by 360Connext

MAY 24, 2017

“ Am I expected to mention our loyalty program anymore? You must have a customer experience mission and know EXACTLY what kind of experience to deliver. Now she's giving you the secrets to start your Customer Experience Mission for free! Why isn’t that happening this time?” Share below!

Hotels 125

Hotels Workshop Loyalty Programs Webinar 125

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111