ijgolding

NOVEMBER 13, 2014

Michael O’Leary became as famous for his ability to deliver remarkably positive financial returns for his company, as he did for his public disdain for the customer. These are just some of the things he has said about customers in the past: “If drink sales are falling off, we get the pilots to engineer a bit of turbulence.

Brands 99

Brands Airlines Financial Travel 99

PeopleMetrics

MAY 7, 2015

Imagine your customers—fragile and airborne—as they move between your company’s delivery teams. A Closer Look at the Transition From Sales to Delivery. We believe the customer experience starts before the customer is actually a customer. You can build “above and beyond” behaviors into your sales experience.

Customer Experience 94

Customer Experience Net Promoter Score B2B Telecommunications 94

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. LinkedIn : [link].

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.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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

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.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CX Journey

JUNE 16, 2015

You're a customer experience professional, right? You've made some strides with your customer experience initiatives. And everyone wants to abandon the CX ship and go back to focusing on acquisition over retention. You need to set aside any customer experience improvement initiatives.

Advertising 75

Advertising Roadmap Government Sales 75

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

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Don has held leadership roles across sales, business development, marketing and product management. Colin Shaw.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

ijgolding

MARCH 10, 2016

If a business has historically had a SALES focused culture – changing behaviours and mindsets is challenging. This is why Customer Centric Culture is one of the six competencies that comprise the Certified Customer Experience Professional (CCXP) accreditation. Changing the culture of an organisation is not easy.

Customer Centricity 54

Customer Centricity Culture Definition Customer Experience Professionals 54

ijgolding

JULY 1, 2015

Surely the simple purchase of pants and socks could not deliver me with an unexpected experience – positive or negative – wrong again! The sales assistant greeted me at the till with the customary South African smile. It sounds so normal – yet so rare in day to day experiences other than in the hospitality industry.

Customer Experience 101

Customer Experience Travel Retail 2012 101

ijgolding

DECEMBER 19, 2016

Just researching Sky on the web highlights a plethora of issues being experienced by many of their customers. One of my valued network of Customer Experience Professionals is enduring an even worse experience with Sky at the moment. Sadly, I am not alone. There is also no email address for a complaint.

Feedback 73

Feedback 2015 Customers 2017 73

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Currently, she is the Vice President of Customer Experience at Bugcrowd. Anika Zubair.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Chattermill

JUNE 25, 2019

Internally, there are a few things you can do to bring the customer experience inside the office walls. Embed customer-centric goals into all company efforts from sales pitches to marketing, UX, and accounting. Happy customers are loyal and refer their friends regularly. Everyone needs to be on the same page.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

Qualtrics

JULY 18, 2019

If your company is growing fast, and you understand how taking action can lead to increased sales or business process improvements that impact the bottom line, it can be tempting to simply take feedback and run with it. But there’s an important follow-on step: close the loop with customers. Free Customer Satisfaction Survey Template.

Feedback 49

Feedback Government Magazine Airlines 49

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Evan Shumeyko is the director of Client Experience Strategy, BNY Mellon.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? Churn Monster Playbook: Your Definitive Guide to Fighting Customer Churn. Q&A Recap.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

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

JANUARY 5, 2022

She believes true customer success is determined by companies being the best version of themselves that she helps them form through their behaviors and actions. Jeanne’s also the Co-Founder of the Customer Experience Professionals Association. Jason Noble. As the very popular Show Host of CHURN.FM Irene Lefton.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23