CX Journey

JANUARY 16, 2019

Image courtesy of CXPA Are you looking to earn your CCXP this year? I get a lot of questions every week from customer experience professionals who are interested in taking the CCXP exam but aren't sure how to prepare for it. Also, check out Michael Bartlett's CCXP Exam Simulator and his CCXP Exam Preparation book.

Chief Customer Officer 39

Chief Customer Officer Books Loyalty Programs Document 39

ChurnZero

FEBRUARY 9, 2021

As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year. To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Level: Beginner.

Customer Success 52

Customer Success Customer Journey Mapping Consulting 2021 52

Experience Investigators by 360Connext

AUGUST 11, 2020

Think about your own relationships: Trust is built by showing up as promised. Stephanie Thum, CCXP. It is common during transformative times to neglect the triage of data that tells you about your customers’ perceptions. Keep your listening posts open and ask for feedback. Annette Franz, CCXP.

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Brands Touchpoint Customers Healthcare 271

Quadient

OCTOBER 1, 2021

Furthermore, Aspire’s survey found that young consumers, the technologically savvy, and those living in households earning over $150,000 annually are not satisfied with the digital status quo. By now, brands generally know that you must provide your customers the right materials at the right time. What do you want them to feel?

Customer Experience 52

Customer Experience Customer Journey Mapping 2021 2020 52

ijgolding

NOVEMBER 17, 2016

What are among your most proud CX accomplishments? Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. What is your best advice to those just entering the CX profession?

Customer Experience Professionals 95

Customer Experience Professionals Customer Experience 2014 Customer Centricity 95

ijgolding

SEPTEMBER 19, 2016

It does not matter who you are; where you have come from; how prominent your education was; what your job title is; how much you are paid – EVERYONE must understand the need to EARN authority within their business. Since that time, EARNING authority has become a core element of my personal strategy in any situation.

Customer Experience Professionals 85

Customer Experience Professionals Customer Experience 2016 2010 85

SurveySensum

MAY 9, 2022

How’d you feel if you called customer service and they resolved your issue in just 2 minutes? After going through many CX instances and business ideas, we collated the top 7 ways to leverage positive customer feedback to boost your business. . Create beta users out of your promoters. Celebrate the small wins with the team.

Feedback 52

Feedback Chief Customer Officer Customers Webinar 52

Customer Guru

AUGUST 21, 2018

Kerry is the co-author of the book “Outside In: The Power of Putting Customers at the Center of Your Business”. Its original version was the cornerstone of the 2012 book “Outside In: The Power of Putting Customers at the Center of Your Business.” She is a certified Customer Experience Professional (CCXP). Nancy Porte.

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Customer Experience Consulting Books Customer Experience Professionals 115

ClearAction

OCTOBER 25, 2015

The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year. Be brutally honest in your assessment of what is helping customers help you.

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Customer Experience ROI Customer Experience Management Customer Journey Mapping 88

Oracle

MARCH 1, 2019

Equally important is building authority within your organization, because the more people want to get on board with your cause, the more you can share the importance of customer experience. Those who are obtaining professional qualifications in customer experience like CCXP, are using that as a way of earning authority.

2010 40

2010 Customer Experience Professionals Customer Experience Customer Focused 40

ClearAction

FEBRUARY 27, 2015

Plan your research accordingly. Think of each customer touch-point as a long chain of value enablers/inhibitors going back into your entire company and the companies you rely upon. Adjust your voice-of-the-customer methods to reflect what you've learned about customers' realities, expectations, and preferences.

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Customer Journey Mapping Customer Journey Insights ROI 118

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Talk to your board. How to overcome those challenges?

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2018 Customer Experience Competitive Advantage 2017 141

Horizon CX

JULY 15, 2019

I recall attending a class in business-writing back in 1987 where two key learnings offered by the tall instructor wearing a bowtie were (1) spill the beans and (2) go on a which-hunt, the former meaning to state your objective immediately and the latter concerning the often misuse of the words which versus that.

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2004 2011 Presentation Entertainment 45

CX Journey

MAY 5, 2015

My first blog assignment is to bring you some nuggets from the second keynote from Day 1 of the event, a presentation titled, Easier Said than Done: Move the Needle with Your Customer Experience Strategy , by Erin Wallace, CCXP, Global Manager of Customer Experience at John Deere. Let's dive in to her presentation.

Government 68

Government Customer Experience Events Presentation 68

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. Katie Stabler – CCXP, Founder and Director of CX at Cultivate Customer Experience.

2020 132

2020 Customer Experience Magazine Consulting 132

Lumoa

OCTOBER 31, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of now? Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Talk to your board. Let’s find out what the field professionals actually experience.

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Customer Experience Customer Centricity Culture 2018 64

Second to None

APRIL 11, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by CMSWire on April 11, 2018: “Delivering strong customer experiences (CX) ties directly to your bottom line. We all know there’s no “customer experience success” switch you can simply turn on in your organization.

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Customer Experience 2018 Voice of Customer 2017 54

SmartKarrot

JUNE 11, 2021

Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. You can also hone your skills, increase earning potential, and expand professional network.

2021 22

2021 Customer Success Workshop Customers 22

CX Journey

MAY 3, 2016

Two years ago, the Association launched its own certification program, the CCXP, i.e., Certified Customer Experience Professional. Listening to the voice of the customer (and, really, the voice of all of your constituencies ) will help you learn about customers' expectations and how well you're performing against them. Needs change.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

ijgolding

FEBRUARY 15, 2018

When the world’s first professional qualification in CX was launched by the Customer Experience Professionals Association (CXPA) in 2014, finally the profession was in a position to give CX Professionals the ‘earned authority’ they so richly needed. Interest in the CCXP accreditation continues to grow at pace every year.

2014 57

2014 Customer Experience Professionals Books Customer Experience 57

ijgolding

JULY 11, 2018

Because of your constant hard work and effort your company is now officially recognizing Customer Experience (CX) as a new discipline. A big step for you and for your company, that now went up a stage in their CX maturity level. Validate them with customers and do not forget also to do so with your colleagues.

Customer Experience 12

Customer Experience Customer Centricity Customer Experience Professionals B2C 12

Pointillist

MAY 19, 2020

Top Performing Organizations Succeed with a Data-Driven, Journey-based Approach to Measure and Improve CX “ Successful CX programs require aligning everyone in your organization with your customers’ goals. “ Ian Golding, CCXP Founder and CEO Customer Experience Consultancy Ltd.

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Customer Journey Measurement 2020 Management 94

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. His newest book, Inside Your Customer’s Imagination, will be released in September, 2020.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. His newest book, Inside Your Customer’s Imagination, will be released in September, 2020.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

AUGUST 21, 2016

To get off the continual hamster wheel of throwing scarce resources at the fixes, enticements, and massive monitoring that we have come to call “customer experience management”, you’ve got to rise above the norms of today’s common practices and shift your strategy to company-wide ownership of customer experience performance.

Customer Experience 54

Customer Experience Financial B2B Customer Experience Management 54

SmartKarrot

JULY 27, 2020

And that is why we have collated all the information here for your benefit. Find your single look-up useful resources right here. And instantly moves into rendering plausible, actionable advice for directing your business on the right platform. This fast-paced course demands only a little over an hour of your time.

Customer Success 10

Customer Success 2014 Books Chief Customer Officer 10

Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

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Customer Experience Financial Customer Experience Professionals Chief Customer Officer 76