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. Jack MacKey Follow @jmackey5000.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

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

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Customer Alignment

DECEMBER 18, 2017

From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. I hesitate to call these listening activities insight. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

2017 45

2017 2018 Chief Customer Officer NPS 45

Qualtrics

DECEMBER 15, 2021

As individual government agencies align around the EO’s requirements, other important cards have fallen into place: The President’s Management Agenda names customer experience as one of its three priorities — and employee experience as another. They identify and close experience gaps while building trust.

Customer Experience 26

Customer Experience Government Social Media Customer Centricity 26

Forrester's Customer Insights

NOVEMBER 22, 2021

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

Government 49

Government Management Customer Experience Employee Experience 49

Forrester's Customer Insights

FEBRUARY 10, 2022

Read this post to discover six key predictions on US public sector customer and employee experiences, cybersecurity, and technology. Then, dive deeper with a complimentary webinar.

2022 26

2022 Webinar Employee Experience Technology 26

Qualtrics

OCTOBER 22, 2021

The XM Directory (XMD) builds the Experience ID to deepen the understanding of your customers. Experience ID and Experience Management enable organizations to build deep relationships with their customers and employees. Experience ID integrates with and complements an organization’s systems of record.

Touchpoint 26

Touchpoint Events Reference Feedback 26

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

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Think Customers

OCTOBER 11, 2021

Voice of the customer (VOC) solutions can integrate most customer feedback: from voice recordings, chats, emails, agent notes, digital footprint, social commentary, and surveys to their shopping behavior and characteristics. Open-ended questions can reveal amazing insight. How to improve NPS. Act on CX findings.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

Forrester's Customer Insights

SEPTEMBER 5, 2019

When Forrester asked business leaders what priority actions they’re taking to improve employee experience, the top response was increasing access to training and skill development.

ROI 10

ROI Employee Experience Engagement Information 10

Forrester's Customer Insights

MARCH 23, 2023

We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them.

Interaction 26

Interaction User Experience Information Customers 26

Forrester's Customer Insights

MAY 28, 2020

There’s a growing set of technologies that sense or control the ambient physical world beyond our screens. Smartphones have geopositioning receivers, gyroscopes, compasses, and barometric pressure sensors so that they can sense location, movement, and weather.

Technology 41

Technology Measurement Connections User Experience 41

Forrester's Customer Insights

AUGUST 11, 2021

Imagine a highly qualified candidate for an important role at your company reaches out to a current employee asking if they are happy and if they would recommend working for your organization. Data from Forrester’s The State Of Customer Obsession 2021 survey demonstrates that […]. Is the reply a heart emoji? A clown face?

B2B 41

B2B 2021 Customers Employee Experience 41

SurveySensum

FEBRUARY 11, 2022

This AI-powered end-to-end customer experience management software is an ideal alternative to Medallia. One, it is best for SMEs and developing-stage companies who avidly want to listen to their customers and act on their feedback. . 360-degree solution for customer professionals. SurveySensum. Best features.

2022 52

2022 Touchpoint NPS Feedback 52

Forrester's Customer Insights

MAY 21, 2020

Most experts agree that COVID-19 is going to be around for some time. Widespread availability of a vaccine is at least 18 months away. But business can’t and won’t be on hold during that time. Technology will play a pivotal role in running your business during the pandemic. So far, many firms have focused their […].

Technology 48

Technology Management Employee Experience Customer Experience Management 48

Forrester's Customer Insights

MARCH 17, 2020

Electronic health records (EHRs) have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation effort, which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.

2009 37

2009 Financial Customer Change Healthcare 37

Forrester's Customer Insights

MARCH 17, 2020

EHRs have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation effort which started in 2009 as the American Recovery and Reinvestment Act funneled $35 billion into subsidized EHR implementations.

2009 26

2009 Financial Customer Change Healthcare 26

Forrester's Customer Insights

MAY 7, 2018

HaiDiLao evokes positive emotions from customers with memorably crafted human interactions. The company empowers its staff to personalize experience delivery as customers or scenarios demand. How to differentiate your brand in highly competitive markets, especially when competitors promptly copy anything that works?

Customer Service 27

Customer Service Customers Interaction Brands 27

Help Scout

JUNE 22, 2021

Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. 80% of companies use customer satisfaction scores to analyze customer experience and improve it. 72% of companies believe they can use analytics reports to improve the customer experience.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. think this is one of the crucial parts of customer-centricity.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83

Qualtrics

MAY 19, 2021

Think ‘human first’, not ‘user first’ in designing experiences. We’re designing services for humans, not citizens or users,” said Jamaal Davis, Customer Experience Manager, Allegheny County Dept of Human Services. Combine employee and customer insights to re-think how government serves people.

Government 26

Government 2021 Definition Leadership 26

Qualtrics

MAY 19, 2021

Think ‘human first’, not ‘user first’ in designing experiences. We’re designing services for humans, not citizens or users,” said Jamaal Davis, Customer Experience Manager, Allegheny County Dept of Human Services. Combine employee and customer insights to re-think how government serves people.

2021 26

2021 Government Definition Leadership 26