Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. Plenty of customer experience professionals refer to NPS as very predictive, while others completely disagree.

Customer Experience 109

Customer Experience Net Promoter Score Customer Journey Mapping NPS 109

Bill Quiseng

MARCH 7, 2016

Heather, a recovering attorney, is a customer experience consultant, trainer and speaker with proven expertise in building Voice of the Customer and Voice of the Employee cultures and acting as catalyst for customer-driven cultural & process improvements. She is also a Net Promoter Certified Professional.

Social Media 123

Social Media Customer Service Brands 2011 123

Forrester

OCTOBER 10, 2014

But the reality is that focusing on CX can also do a lot for less sexy industries. to speak at Forrester''s Forum for Customer Experience Professionals EMEA in London on November 17 and 18, 2014. And even though utilities don''t exactly captivate their customers, E.On

2009 87

2009 Customer Experience Automotive Magazine 87

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. A quick synopsis of her presentation: Customer Experience leaders are responsible for proactively enabling and embedding customer-focused decision making in their organizations.

Government 68

Government Customer Experience Events Presentation 68

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. In 2014, Ian officially became a Certified Customer Experience Professional. Annette Franz. Jeff Toister.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ShepHyken

OCTOBER 3, 2022

Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. CMSWire) As a customer experience professional, do you have to be a trained statistician?Thankfully, As we all know, statistics play a big role in measuring customer satisfaction and tracking progress over time.

Article 14

Article 2022 Customer Service Retail 14

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Governance. Metrics and Measurement.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

Kustomer

DECEMBER 31, 2020

Having over 20 years of customer service experience, Annette Pedroza helps companies uncover their CX potential by showing ways in which they can improve their overall customer service techniques as a brand. It’s always fun to talk to people like yourself who have a plethora of experiences. Annette Pedroza: (00:41).

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

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

SmartKarrot

MARCH 8, 2022

Donna has successfully helped many companies scale their Customer-Success growth and reap the benefits of the if the customer wins, the company wins phenomenon. A leader who believes in ‘paving a path forward no matter the odds,’ Elli Wu is a Customer Experience professional, board advisor, engagement expert, speaker, and author.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SmartKarrot

JANUARY 5, 2022

He’s also the Chief Customer Officer at AppsFlyer where he built and leads a global team of over 200 CSMs from scratch while his focus is on delivering value and building long-term relationships. Dave is the Founding Director at Customer Success Leaders Institute and the CEO of TheCustomer.Co Dave Jackson.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23