GetFeedback

AUGUST 14, 2019

Why only consider the percentage of those customers who call themselves satisfied? . A big reason is that tracking the two highest values from CSAT is the more accurate predictor of customer retention than overall averages. . Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Customer Guru

DECEMBER 20, 2017

Chauhan has been recognized for demonstrating exceptional passion in putting the customers first and aligning business strategies based on the customer needs. In this candid interview with Customer Guru, Mr. Chauhan shares his journey as a customer experience professional.

Customer Service 95

Customer Service Customer Centricity Touchpoint Customer Experience Professionals 95

Tricia Morris

MARCH 14, 2016

A quote from well-known customer service and customer experience advocate Bill Quiseng encourages organizations to “work as hard to keep a customer as you do to find a new one.” Want to Learn More About Customer Service & Retention? Read 10 Customer Service Trends to Watch in 2016.

2016 64

2016 Chief Customer Officer Poor Customer Service Customer Retention 64

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

FEBRUARY 10, 2020

Before we can answer these questions, let’s take a closer look at the three types of growth that exist in the marketplace: Traditional Growth: This type of growth is what many people picture when you say the word, and it includes customer retention and customer development activities.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

ijgolding

OCTOBER 24, 2014

Amazon is about long term relationships – with customers, employees and shareholders. In order to sustain and grow a business, Mr Bezos understands that it MUST be done so by delivering a stress free experience that just keeps getting better and better. The returns will come in time.

2014 116

2014 Retail Financial Customer Retention 116

ijgolding

NOVEMBER 13, 2014

Customer Experience Professionals all over the world are often challenged by business leaders as to the real benefits of Customer Experience. Grateful to have an amazing advocate of the financial benefits of improving Customer Experience. Grateful for any past, present or future customer of Ryanair.

Brands 99

Brands Airlines Financial Travel 99

ijgolding

JANUARY 22, 2018

This involvement can create a positive workspace for your employees, where they feel not only that they have enough training to provide excellent customer service, but one in which they feel encouraged to go above and beyond for the customer. Send company personnel to a customer experience conference.

2018 76

2018 Customer Experience Social Media Contact Center 76

Wootric

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty.

Effort Score 59

Effort Score Net Promoter Score Metrics Healthcare 59

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. They make our lives better, share their expertise, uplift our spirits, and show profound generosity. Why we love Augie: He’s the Sr.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 65

Customer Experience 2018 2017 Customer Experience Professionals 65

ijgolding

MAY 25, 2015

Conclusion – organisations in the technology space must focus on improving the end to end customer experience… 3. I am therefore delighted to have been given the opportunity to share the findings of a new global study conducted by SDL. SDL’s research clarifies why this is so vital.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Consumers 120

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? Provide practical tips and suggestions that CS teams can implement to catalyze customer-centric change. Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Customer Success Around the Web.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

ijgolding

NOVEMBER 16, 2015

Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 91

Engagement Customer Experience Professionals Customer Centricity Presentation 91

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. RachardRShapiro. Jeannie Walters.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. Provide practical tips and suggestions that CS teams can implement to catalyze customer-centric change . Speaker: Julia Ahlfeldt, Certified Customer Experience Professional . . .

Customer Retention 61

Customer Retention Webinar Customer Centricity Definition 61

ijgolding

NOVEMBER 24, 2015

Whilst many of the people who have had to endure my ramblings are aligned to my passion for the subject of Customer Experience, there will always be some who have a different perspective. It is not a right to have customers.

Customer Experience 59

Customer Experience Customer Experience Professionals Airlines Consumers 59

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Want to learn more about improving customer retention?

Customer Journey 529

Customer Journey Touchpoint Customer Retention Banking 529

Beyond Philosophy

OCTOBER 25, 2019

As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. As I often say, it is these “greater value” issues that foster customer retention and loyalty.

Hotels 104

Hotels Travel Hospitality 2019 104

ChurnZero

APRIL 5, 2019

Provide practical tips and suggestions that CS teams can implement to catalyze customer-centric change. Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Customer Success Around the Web. The post Expert Tips from Customer Success Leaders appeared first on ChurnZero.

Customer Success 40

Customer Success Customer Centricity Leadership Webinar 40

ijgolding

MARCH 31, 2017

So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! Michael Bartlett is a Customer Experience professional based out of Missouri, USA and owner of MeasureOfTruth.co.

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

ijgolding

JULY 14, 2017

Journey mapping helps to clear the mist, so you can design interactions with purpose, which meet their true goals and deliver the total experience. Like me, Beth is a Customer Experience Specialist and proud to be a Certified Customer Experience Professional (CCXP).

Customer Experience Design 109

Customer Experience Design Customer Experience Banking Airlines 109

PeopleMetrics

MAY 30, 2015

We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. So, let’s take a few minutes to remember why that work matters.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Mapping Customer Journey 120

ClearAction

FEBRUARY 14, 2015

If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? In the article Customer Experience Capabilities, Not Projects! Customer Engagement is the Capstone of Customer Experience Management. Customer Loyalty Boomerang Effect.

Customer Experience 88

Customer Experience Customer Centricity Financial Customer Experience Management 88

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

SmartKarrot

DECEMBER 2, 2020

Now that she is rendering her service at Slack, she is ensuring the best of customer service given to the clients that pull in massive customer retention and loyalty. Currently, she also serves as an executive member in the CXPA (Customer Experience Professionals Association).

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

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.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

PeopleMetrics

MAY 7, 2015

Also, to learn more about the prospect experience, click on the button below to download our research study ebook. It’s worth the energy: it's a good read, and it includes a ton of insights for customer experience professionals and sales leaders alike. Thanks for reading! picking up chicks by frankieleon , CC BY 2.0.

Customer Experience 94

Customer Experience Net Promoter Score B2B Telecommunications 94

ijgolding

OCTOBER 3, 2016

This post is written in honour of CX Day 2016 – a celebration of the Customer Experience Profession and the amazing work being done by CX Professionals all around the world to develop and embed the competencies that are enabling organisations across all industries to deliver ever better Customer Experiences.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Amity

APRIL 25, 2016

VP of Client Experience & Transformation - ADP. David is incredibly passionate about the emergence of Customer Experience as a profession, and was a founding member of the Customer Experience Professionals Association. Executive Director - The Customer Success Association. The Dave Mitz Blog.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Lumoa

JANUARY 19, 2023

To develop and implement a customer experience strategy, a company must understand its goals and current status in order to build a customer experience department. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ijgolding

JULY 13, 2015

, the customer may ask….’it I dream of many things when it comes to the world of Customer Experience. Filling the world full of Customer Experience Professionals is one! it is not company policy (because we said so!)’, may be the response. Another of my dreams is to ‘ban’ the unnecessary use of the word NO.

Customer Centricity 75

Customer Centricity Definition Fashion Hotels 75

CX Journey

JUNE 16, 2015

You're a customer experience professional, right? You've made some strides with your customer experience initiatives. Image courtesy of Dana Lookadoo When the going gets tough, does your company give up? Or does it get going? Even if you're not, I think you'll appreciate this story/post.

Advertising 75

Advertising Roadmap Government Sales 75