Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. They care enough to continually look for ways to improve and innovate for their customers. They care if your day was ruined.

Hotels 231

Hotels Social Media Innovation Consulting 231

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ShepHyken

DECEMBER 7, 2020

Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. Numerous experts were consulted. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Top Retail Trends and Innovations That Drive Better CX by The CX Insights.

Article 147

Article 2020 Customer Service Loyalty Programs 147

ShepHyken

JULY 26, 2021

My Comment: We start this week’s Top Five roundup with an article focused on why a focus on the internal customer experience is important to delivering a better external customer experience. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Article 104

Article 2021 Customer Service Contact Center 104

Help.com

OCTOBER 13, 2014

Or consider Isadore Sharp’s Four Seasons Hotels and Resorts, regarded as one of the top five companies in any industry for service, after having innovated and thrived through many different eras and trends of customer service. Those knockoff stores will always lack staff who have the all-crucial Apple mindset.

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Experience Investigators by 360Connext

OCTOBER 4, 2017

Who is listening to them and encouraging them to innovate around service? Customer service AND CX leaders need to create channels for that type of communication. All leaders should feel very connected to the voice of the customer. But embracing that tension means innovating to the best possible solution.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

CSM Magazine

JANUARY 30, 2024

These exemplars go beyond mere customer satisfaction they prioritize customer delight, setting a remarkable standard in the business world. a name synonymous with innovation, also shines as a beacon of exceptional customer service. Apple Inc.,

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Head of Customer Success. VP, Customer Success.

2018 77

2018 Customer Success 2011 Lifetime Customer 77

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. First contact resolution (FCR) is one of the most critical KPIs used to gauge the quality of customer service and the overall efficiency of a call center.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

ShepHyken

SEPTEMBER 26, 2017

Nordstrom sets a standard above the rest by making trust their number one value and by constantly innovating and adapting to the changing consumer buying habits. This is all about customer service and creating a customer focused culture that makes customers want to come back again and again! How do I hire right?

Culture 69

Culture Innovation Customer Focused Consulting 69

ShepHyken

NOVEMBER 8, 2021

(Forbes) Pretend your organization has an okay, not great, customer experience. You rarely get customer complaints, but you never get accolades either. Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. What would Van Gogh recommend? Follow on Twitter: @Hyken.

Article 91

Article 2021 Customer Service Retail 91

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

One Millimeter Mindset

DECEMBER 10, 2018

Workplace collaboration is a professional development and innovation strategy. We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Collaborative Workplace Experiences create Better Customer Experiences. But, most of the time, ignore. And guess what?

2018 65

2018 Blog Workshop Innovation 65

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. Lincoln Murphy. Dave Jackson.

2022 52

2022 Customer Success 2021 Consulting 52

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts. Listen, Analyze, Solve, and Offer More.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com. email, chat, web).

Leadership 68

Leadership Customer Service Seminar Hospitality 68

Beyond Philosophy

APRIL 16, 2021

If you are running a project to improve the customer experience , you should know what motivates the senior people in your organization. Is it cost-savings, innovation, or something else entirely? Somebody that’s driven by ego might want to hear that they are a significant part of the team by improving the customer experience.

Management 148

Management Books Consulting Measurement 148

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Customer Service Training Consulting 49

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. She pioneered the role of Chief Customer Officer and has held it at 5 of the world’s largest brands. Follow Jeanne Bliss on Twitter to get her latest thoughts.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Head of Customer Success. VP, Customer Success.

2018 48

2018 Customer Success 2011 Lifetime Customer 48

Service Untitled

APRIL 2, 2010

Service Untitled The blog about customer service and the customer service experience. Mega-stores such as Wal-Mart and Walgreens have pushed pharmacies to new heights in innovative ideas to keep their customers and attract new ones, hence the age of new conceptions as the Rite Aid “Customer World Store.&#

Customer Focused 40

Customer Focused Blog 2006 2010 40

Customer Bliss

AUGUST 23, 2016

Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. Discovery work at the beginning of a CCO engagement is key.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

One Millimeter Mindset

DECEMBER 13, 2018

Regardless of whether you and I collaborate on a new, innovative professional development path for you, leveraging the profitability of workplace collaboration, or creating a more collaborative, organization- and association-wide customer retention strategy. ~ Babette Ten Haken.

Blog 68

Blog 2018 Workshop Customer Retention 68

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Should Operations be the home for every B2B company’s customer experience leadership?

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

ShepHyken

JUNE 22, 2020

Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect them as humans and individuals. What do Gen Z shoppers really want? by Mike Roberts. Follow on Twitter: @Hyken.

Article 56

Article 2020 Customer Service Retail 56

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Experience Investigators by 360Connext

APRIL 17, 2017

This is most likely due to communication that is more brand-focused than customer-focused. The post 3 Ways to Win Big When Customers Are Furious appeared first on Customer Experience Consulting. What this means is they feel duped and disrespected. ” @jeanniecw Click To Tweet.

Feedback 215

Feedback Call Center Customers Communication 215

Beyond Philosophy

JULY 12, 2017

As Bezos’ put it , one has to develop ‘customer obsession.’ Just being customer focused won’t cut it, it’s not a passionate stance enough. He says that customers are never really truly satisfied so there’s always a learning curve, always a knowledge gap one has to fill. Follow Colin Shaw on Twitter @ColinShaw_CX.

Advertising 121

Advertising Sales Brands Marketing 121

Gainsight

MARCH 1, 2024

Ejieme Eromosele GM of EMEA, Quiq Years in CS: Formally, I’ve been in customer success for five years as a VP of Customer Success. Initially, as a Management Consultant, I steered clients towards strategic decisions. This is the type of innovation that I expect to continue.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

ShepHyken

JANUARY 22, 2023

It also includes some findings on why customers would leave your program. My Comment: What happens when a Harvard Business School professor teams up with partners at Boston Consulting Group to write about hiring? Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 48

Article 2023 Customer Service Contact Center 48

Tricia Morris

DECEMBER 18, 2015

It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. Matt Kresch: Microsoft Dynamics CRM Product Marketing Director for Customer Service. Russel Lolacher: Customer Service Consultant, Speaker and The Upsell Founder.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Bold360

MARCH 21, 2018

To learn more about how companies are handling this customer experience transformation, we worked with Forrester Consulting to field a global survey of different customer engagement strategies, investments, priorities and the business results they delivered.

Customer Experience 49

Customer Experience Customer Engagement Consulting Engagement 49

ClearAction

DECEMBER 14, 2017

Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service. Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Customer Bliss

APRIL 7, 2016

Calkins makes a key point about companies pursuing growth here: It’s not enough just to look for opportunities and innovations and new ideas, you’ve got to find the ones that are going to turn into profitable opportunities and, ultimately, into cash flow and growth coming from those. Growth is really about the customer.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185