Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. About Tabitha.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Pulling together all of this, you create your customer experience strategy. Professional certification is not a walk in the park. CCXP Struggles.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Business Growth has always been at the heart of the Customer Experience movement. However, business is also all about return on investment (ROI). Focus on Unmet Needs to Improve Business Growth.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

SurveySensum

JULY 9, 2021

When you empathize with your customers, it opens up your brand to opportunities you might not have considered before. . From the launch of product development to the customer experience , everything a business does should be done strategically with the customer in mind. Know your customer problems better.

Social Media 98

Social Media ROI Loyalty NPS 98

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). Keeping customers satisfied is more than just a nice to have.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Wootric

DECEMBER 21, 2018

These three questions will start the right conversations to choose the perfect NPS software for your company. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score. We’ll be back in 2019 with more content to empower you to win customers for life.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Confirmit

JUNE 7, 2017

Judging the ACE Awards , our program that recognizes Confirmit customers who are really embracing best practices in customer experience, is always an interesting task. There are very few CX Practitioners out there who are lucky enough to have a CEO who states (as one did to me) “ROI?

Return on Investment 40

Return on Investment ROI Financial 2017 40

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. But none of this is easy.

Measurement 40

Measurement White Paper Customer Journey Document 40

Amity

APRIL 25, 2016

Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. VP of Client Experience - Compellon. Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. CSM Corner.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Faulty CXM Trajectory.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

2019 173

2019 Customer Experience 2025 ROI 173

Chattermill

JUNE 25, 2019

Common Customer Experience Mistakes. customer experience. A great customer experience has a positive impact on revenues. If you look after customers they will look after you. Avoid these customer experience mistakes and find out how to avoid them. Customer Experience Error Page.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

Kustomer

DECEMBER 31, 2020

In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction. Those three being leadership, assessment, and involvement all help to guide companies to higher NPS scores, better survey results, and long-term customer delight. We’re excited to get going.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

SmartKarrot

JUNE 11, 2021

The curriculum ranges from basics to instilling skills that drive expansion and increase in customer accounts. You will also learn how to manage time effectively, deal with customer discontent, NPS for customer success, and communication management. TriTuns Customer Success Training Program.

2021 22

2021 Customer Success Workshop Customers 22

SurveySparrow

OCTOBER 25, 2019

I bet every business guru you turned to advised you to create a customer experience strategy to enhance customer experience, didn’t they? Companies with successfully implemented customer experience strategies are found to achieve higher customer satisfaction, increased revenues, and reduced customer churn.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. That was my introduction into the customer experience industry.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI.

2019 97

2019 ROI Metrics Hospitality 97

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER!

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

Customer Journey 89

Customer Journey Measurement Management NPS 89

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. It’s only when he went to customer experience that he lost it.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. Build proof-points to show ROI from CX. What’s the key point?

Customer Experience Professionals 162

Customer Experience Professionals NPS 2016 Leadership 162

Kitewheel

MARCH 25, 2019

What changes has your business made this year to improve the experience customers have with your brand? Last year, we saw incredible growth in Customer Experience (CX) investments and for good reason. Unfortunately, many businesses still struggle to deliver great, well-orchestrated experiences.

Hotels 76

Hotels ROI Customer Journey Retail 76

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. Build proof-points to show ROI from CX. What’s the key point?

Customer Experience Professionals 111

Customer Experience Professionals NPS 2016 2017 111

Russel Lolacher

OCTOBER 10, 2022

She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52