Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Bruce Temkin Follow @btemkin.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Books Culture 92

Michel Falcon Experience

OCTOBER 10, 2014

I can say, without exaggeration, I have devoted 1000′s of hours studying customer experience management and how it will grow a business. Being a capitalist, I focus my attention on customer experience because of revenue and profits. You must first enhance your employee experience. Jeff Bezos.

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Books Culture 68

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

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 75

ROI Net Promoter Score CEM 2014 75

Customer Guru

AUGUST 21, 2018

He is the co-author of the book “The Challenger Sale, The Challenger Customer and The Effortless Experience” He is also an experienced advisor to senior executives on sales, service and customer experience. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ClearAction

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. Second, you must understand it from your employees’ viewpoint — not just the brand, but the employee experience in total.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

CX Journey

AUGUST 1, 2018

It outlines people, roles, responsibilities, rules, and guidelines when it comes to executing your customer experience strategy. Changing the organization's DNA to be more customer-centric is not a journey for one person to undertake; this is an organization-wide effort.

Government 36

Government Customer Centricity Feedback Customer Experience 36

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

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. Here’s how to gain momentum as your organization responds to mandates and how to take intentional steps toward the future of customer-centric, cross-agency collaboration.

Customer Experience 26

Customer Experience Government Social Media Customer Centricity 26

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

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

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. Bob Thompson.

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. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CX Journey

AUGUST 1, 2014

But it is the backbone of your customer experience management efforts. Why do you need a customer journey map? And because it''s a living, breathing document, it also provides a lot of opportunities for follow-up training to support the customer-focused culture. And it''s never really complete.

Customer Journey Mapping 62

Customer Journey Mapping 2014 Touchpoint Customer Centricity 62

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. —@Lynn_Teo.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

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. When you tell stories, people listen, and they don't even realize that they're (supposed to be) learning! But, one day.

Chief Customer Officer 50

Chief Customer Officer Transportation Culture Leadership 50

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

Michel Falcon Experience

JULY 17, 2015

I help companies outline their entire customer experience, and build the right systems and processes to improve their customer experience and help grow their business. But I didn’t commit my career to customer experience management because delivering great service makes people smile.

Reference 60

Reference Employee Experience Wireless Customer Experience 60

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