ijgolding

FEBRUARY 20, 2017

Although I was not there when it was posed, it is extremely likely that the question was laid down as a challenge – to either ask for justification as to why the business should keep focusing on CX or to find a way to stop doing so altogether. You can read more about the story here ). Take a second to digest that information.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

ijgolding

MAY 23, 2017

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 91

Customer Experience Financial Customers Article 91

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. 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. Long term that can be a mistake.

Culture 105

Culture Metrics Workshop Hotels 105

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

MARCH 10, 2016

I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. So simply talking about Customer Experience means nothing. To be a Customer Centric Organisation requires a business to have a Customer Centric CULTURE!

Customer Centricity 54

Customer Centricity Culture Definition Customer Experience Professionals 54

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ijgolding

JANUARY 24, 2017

Time after time, representatives of organisations stood in front of me and my fellow judges and brilliantly described how the customer was core/central to the strategy of the business. The big winner of the awards I had the privilege of being part of last week was the customer – consumers and businesses alike.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

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 diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz. Bob Thompson.

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 diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

SEPTEMBER 24, 2015

We are now trying to determine the best foot to put forward to bring us closer to creating a customer experience that not only delights our customers, but that also helps us financially. If a superior customer experience has worked for companies like Starbucks and ZenPayroll Gusto can it also work for your organization?

Customer Experience 60

Customer Experience Social Media Download Workshop 60

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