TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Shep Hyken, Chief Amazement Officer at Shepard Presentations.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Structured feedback.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. 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.

Customer Experience 109

Customer Experience Net Promoter Score Customer Journey Mapping NPS 109

Alida

AUGUST 30, 2017

One must-see keynote comes from Rick Parrish, a principal Forrester analyst serving customer experience professionals. His presentation on the growing “reality gap” between the C-suite and their customers will challenge what you already know about CX. Build a global, world-class customer intelligence program.

2017 100

2017 ROI Innovation Customer Relationships 100

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Here are some examples of tools you may want to take into account: Lumoa Birdeye AnyRoad Lumoa , for example, looks at any customer interaction, automates the analysis , and highlights the items with the biggest impact on your key KPIs.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. Several industries use this metric already.

NPS 109

NPS Books Net Promoter Score Leadership 109

Customer Bliss

AUGUST 16, 2018

It can be the most influential in directing the silos and is one of the biggest determinants of how success, metrics, recognition, and company growth are defined. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda. About Lee Roquet.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

Customer Bliss

OCTOBER 31, 2017

Key Takeaways + Strategic Grassroots Planning (30 days, 90 days, and long-term planning): Anne credits The Truth About Customer Experience from the Harvard Business Review as a source that was instrumental during the initial stages of her planning. Get more disciplined around the issues you’re facing.

Customer Experience 0

Customer Experience Chief Customer Officer 2015 Communication 0

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. But they can still create a journey atlas, map key customer journeys, and examine key business metrics in the context of those journeys.

Webinar 83

Webinar Management Touchpoint Telecommunications 83

ClearAction

SEPTEMBER 29, 2016

It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX). CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. There are two goals when presenting data: convey your story and establish credibility.

2017 47

2017 Customer Experience Professionals Metrics Presentation 47

CloudCherry

MARCH 14, 2019

In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value. Presenters: Dawn Paulos – Dawn is the VP of Marketing at CloudCherry. 6 key trends of customer insights. Deep empathy, not stacks of metrics.

Webinar 150

Webinar Insights Customer Insights Presentation 150

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. airline in 2022 by the Wall Street Journal , which scores airlines on seven operations and customer metrics. “We

Healthcare 52

Healthcare Airlines 2022 Transportation 52

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

Bob Hayes

MARCH 21, 2016

These "ultimate criteria", often housed in company dashboards and tracked over time, help guide executives' decisions on ways to improve the quality of the customer relationship. One unstated assumption we make as customer experience professionals is that customers' attitudes are amendable to change.

Metrics 47

Metrics Customer Satisfaction B2B Customer Relationships 47

PeopleMetrics

MAY 30, 2015

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. But each of those customers has a unique perspective based on those same emotions and histories. That’s why customer feedback management is so important.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Mapping Customer Journey 120

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Direct contact with customers is limited, so they become figures on a sales report, not real people. The solution is to keep customers “front and center” for leaders and everyone else. I like the idea of a Customer Room proposed by Jeanne Bliss.

Culture 105

Culture Metrics Workshop Hotels 105

Lumoa

JANUARY 9, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. This will push more aggressive change driven by Customer Experience professionals. Let’s think in customer touchpoints instead.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

RapportBoost

NOVEMBER 25, 2018

The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels. CX Accelerator is here to serve you as a Customer Experience professional. 27th at 12:30pm PST. RapportBoost.AI About Comm100. Learn more at www.comm100.com/.

Contact Center 40

Contact Center Webinar Innovation Average Handle Time 40

Bob Hayes

MARCH 28, 2015

According to Wikipedia , statistics is the study of the collection, analysis, interpretation, presentation, and organization of data. In a recent study , I found that customer experience professionals had difficulty estimating size of customer segments based on customer survey metrics.

2014 111

2014 2004 2009 2012 111

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.

Customer Experience Professionals 78

Customer Experience Professionals Customer Experience Customer Journey Mapping Presentation 78

CustomerSuccessBox

MARCH 4, 2022

The ability to make data-driven decisions while also being willing to experiment and repeat Ability to communicate with technical clients in their own language. Customer experience, professional services, and customer support are all part of a solid strategic goal. What are the key metrics and KPIs tracked?

Customer Success 52

Customer Success Demo Customers Leadership 52

Amity

APRIL 25, 2016

David is incredibly passionate about the emergence of Customer Experience as a profession, and was a founding member of the Customer Experience Professionals Association. Jeanne has guided the leaders of Fortune 500 and Global 1000 companies since 1984 in their customer experience transformations.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Oracle

JUNE 3, 2020

Always include a measure or metric. Check out the following: Career Pathways for Customer Experience Professionals. SmarterCX.com Presents ‘Advice for Future Customer Experience Leaders’ Series. Make sure when you Google your name that all photos, quotes, comments are appropriate. .”

2022 40

2022 Customer Experience Professionals Retail Leadership 40

Oracle

JUNE 3, 2020

Always include a measure or metric. ” Stacy Bolger, VP of Global Employee Experience, InMoment. Check out the following: Career Pathways for Customer Experience Professionals. SmarterCX.com Presents ‘Advice for Future Customer Experience Leaders’ Series.

2022 40

2022 Customer Experience Professionals Financial Retail 40

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.

2016 40

2016 Customer Journey Mapping Customer Insights Customer Satisfaction 40

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. But none of this is easy. These steps become the building blocks for journey mapping, orchestration, and measurement.

Measurement 40

Measurement White Paper Customer Journey ROI 40

ClientSuccess

AUGUST 27, 2019

I’ve also worked toward better alignment with my product development department to look at how product itself contributes to making our customers successful. Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success.

Customer Success 40

Customer Success Culture Books Blog 40

SurveySparrow

JANUARY 28, 2020

At Heart of the Customer, we know from experience that you have to find out what your customers actually think, do, and feel to reveal their Moments of Truth. Those critical interactions have a disproportionate impact on their perception of the experience and present the greatest opportunities for change.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

Pointillist

APRIL 26, 2018

Silo mentality is the biggest organizational hurdle to improving customer experience.” – Chris Ward, Editor MyCustomer.com. Most customer experience professionals agree with that view. This environment is not conducive to building a single customer view. Organizational Silos. Create Dashboards and Reports.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

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. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Lumoa

OCTOBER 31, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. This will push more aggressive change driven by Customer Experience professionals. Let’s think in customer touchpoints instead.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

CSM Magazine

MAY 19, 2023

Some common KPIs include: Average time to resolve customer issues First contact resolution rate Customer effort score These metrics provide valuable insights to guide improvements in customer experience engineering. Net Promoter Scores Net Promoter Score (NPS) is another metric to assess customer experiences.

Customer Experience 52

Customer Experience Net Promoter Score Customer Journey Mapping Touchpoint 52