Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. Adam Toporek is internationally renowned for his expertise as a keynote speaker, customer service expert, and front-line trainer. There is no denying that it is critical to business success.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Bold360

APRIL 20, 2021

That data is gold. The Hidden Potential of Self-Service Tools. Self-service tools give businesses data-driven insights from every customer interaction, creating a self-perpetuating feedback loop to optimize CX. Self-Service Offers Competitive Advantage. Use Self-Service Data to Localize and Personalize.

Customer Engagement 52

Customer Engagement Engagement Competitive Advantage Banking 52

ijgolding

MARCH 20, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. My background was call centers and phone-based customer contact and I was one of a small team of people working with clients like AT&T, FedEx, IBM to improve their phone-based customer services. A lifetimes ambition, I am beyond excited!!

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

ijgolding

FEBRUARY 13, 2018

One will focus purely on acquiring customers, including running digital marketing campaigns. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. Digital marketing is a specialism, so is customer service and so is process improvement.

Customer Experience 58

Customer Experience Customer Centricity Airlines Culture 58

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. He is a leading contributor to Tourism, Hospitality and Service Industries alike. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Maru Group

FEBRUARY 19, 2020

Building off the SECC Member Meeting this past October, utility services need to focus on being customer-centric and agile. If utility services do not meet consumer needs, then they will look to other private companies to fill them. Segment customers and map their journey. Focus on Customer Centricity and Becoming Agile.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. All this makes providing the very best customer service in government no easy feat. Employees are often left frustrated as their attempts to improve customer service in government are thwarted. Chapter 2: The state of customer service in government today.

Government 80

Government Customer Service Customer Satisfaction Consumers 80

CSM Practice

NOVEMBER 4, 2019

Their inquiries include the best approaches to: Operationalizing the customer journey. Crafting a low touch/digital customer success strategy. Proper customer base segmentation precedes an effective low touch/digital customer success strategy. In 2018, TSIA worked with 30 members to explore the low touch/digital strategy.

Customer Success 45

Customer Success Customer Journey Mapping NPS Presentation 45

ClearAction

JANUARY 28, 2015

Investments that entice CXM ROI include CRM, loyalty programs, references, engagement programs, content/digital marketing, alliances, advertising, campaigns, deals, and closing the loop on negative voice-of-the-customer one-by-one. Alignment of your whole company with customer needs goes beyond enticements, analyses and service.

ROI 89

ROI Customer Experience Management Customer Experience Management 89

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

ijgolding

JULY 5, 2018

The post you are about to read has been more than 12-months in the making, and concerns a journey which relatively few of us will ever experience. The ‘self-publishing’ journey, as seen through the eyes of a first time author. And there were freelancers and organisations who could help us through every stage of the publishing journey.

Books 64

Books Customer Experience Definition Airlines 64

Kustomer

FEBRUARY 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by John Timmerman to talk about operationalizing the customer experience. John currently serves as Vice President of Operations at Mercy , providing exceptional customer and patient service. TRANSCRIPT.

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59

Experience Investigators by 360Connext

JANUARY 23, 2024

Related: Preparing for the AI Revolution in Customer Service: A Guide for Customer Experience Leaders 2. Yet this has to be part of a bigger, more comprehensive understanding of your customer’s journey. Start with your customer’s journey, then determine what channels need better attention and design to serve them.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

Customer Alignment

AUGUST 6, 2017

There has been much written recently about the importance of a seamless customer experience across touch points, considering online and offline, digital and physical. The customer sees and experiences the end to end journey as one and doesn’t consciously recognise the multiple touch points.

Hotels 40

Hotels Connections Customer Experience Travel 40

Gainsight

APRIL 12, 2023

After receiving my gold watch and Silicon Valley AARP card, I had a chance to reflect on a decade of community-building, cheesy music videos, and #CustomerSuccess. Mistake #5: Not investing in Digital Customer Success early The cobbler’s kids often have no shoes. But many more fell off the map. Teammates and clients will leave.

2014 52

2014 Chief Customer Officer Sales 2013 52

Gainsight

AUGUST 31, 2020

A Journey of Discovery. Amy’s journey is one that should be studied by anyone seeking guidance in their career and life. As Amy began her career journey, she changed jobs about every two years, sometimes intentionally, sometimes not. Amy said, “When I look back on it, it was quite the journey.

Webinar 52

Webinar Leadership E Commerce 2003 52

Kustomer

APRIL 16, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Vikas Bhambri, Senior Vice President of Sales and CX at Kustomer, joins Gabe Larsen in discussing how both human customer service agents and artificial intelligence (AI) are mutually beneficial in the development of real and positive customer experiences.

Customer Experience 52

Customer Experience Contact Center Books Airlines 52

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . Using personas, a practice highly recommended by CX experts means multiple journeys should be analyzed. But simply creating a map was not found to be a success driver.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

SurveySensum

JULY 14, 2020

Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

OCTOBER 27, 2020

2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold. . Define Your Post-Sale Customer Journey. throughout the journey. throughout the journey.

Customer Success 59

Customer Success Document Sales Touchpoint 59

BirdEye

NOVEMBER 30, 2023

But law firm marketing requires different skills — brand building, digital savviness, and a deep understanding of client needs and perceptions. Table of contents Traditional vs. digital marketing for law firms How to do marketing for a law firm: A step-by-step guide Should I work with a digital marketing agency for law firms?

Marketing 110

Marketing Social Media Workshop Events 110

ijgolding

APRIL 9, 2020

It has been an amazing, if not exhausting, journey. Among other things, their goal has been to establish an understanding of how the customer customer journey MUST become embedded into the way their organisations think and act. Customer journey MANAGEMENT is what is required to drive sustainable improvement to the customer experience.

Insights 124

Insights Customer Journey Mapping Customer Journey Technology 124

Grade.us

JULY 18, 2017

Conference Focus: For those of you looking for something a bit off the beaten path, it doesn’t get any better than the Digimarcon Asia Pacific Digital Marketing Conference. At first glance, it might seem like this conference has a focus that’s too digital marketing heavy to be of much value to local marketers. Location: Dallas, Texas.

2017 38

2017 Events Presentation Advertising 38

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. Top Performers Succeed with Journey-based Approaches. ?? So let’s jump right into the key findings.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

JULY 23, 2023

All this, in addition to customer success and customer service organizations who strive to strengthen customers’ post-purchase experience, loyalty, and lifetime value. They may have customer stories useful for customer journey maps. It’s your company’s gold standard for every policy, process, review, and reward.

Government 62

Government B2B Customer Experience Customers 62

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Pointillist

JUNE 7, 2021

Journey Management Maturity Separates CX Leaders from the Pack. Journey Management Maturity Separates CX Leaders from the Pack. High Performers Align Their Organization Around Journeys. Today, organizations recognize the value of a journey-based approach when it comes to measuring and improving customer experience.

Measurement 71

Measurement 2021 Management Omnichannel 71

ijgolding

OCTOBER 25, 2018

We buy products and services. While collecting Friday night takeaway is not necessarily the most bleeding-edge example of an omnichannel customer journey, it is one that can operate easily. What to do Next: Optimize the Journey. Rather, the customer journey is a single entity that needs to be nurtured. We buy brands.

Customer Experience 67

Customer Experience Multi-Channel Touchpoint Apparel 67

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Adoption of a Journey-based Approach is Critical for CX Success High-performing organizations rely on a journey-based approach to effectively manage and measure CX and maximize business results.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Natalie Petouhof

APRIL 8, 2016

Tweet NICE Systems announced that it has received four prestigious Stevie ® Awards for Sales & Customer Service. Journey Voice of the Customer – NICE’s Journey Voice of the Customer maps customer journeys across multiple channels and lets firms know how satisfied customers are at each touchpoint.

Sales 45

Sales Customer Service Contact Center Return on Investment 45

SurveySparrow

OCTOBER 25, 2019

You try to find his needs and requirements and then come up with a dedicated solution that could be a feature, product or services. Opposed to this, the conventional method starts with creating a product or service and then finding an audience for it. Think about how often do you conduct customer feedback surveys ?

Customer Experience 77

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

SmartKarrot

NOVEMBER 25, 2021

The digital-first mindset has been at the forefront of several SaaS businesses this year. Aids in mapping out your buyer’s journey. It is very simple – by mapping out your buyer’s journey. If you do not know how you will achieve this status, we have the answer for you. I cannot have that superpower.

Social Media 10

Social Media B2B Omnichannel 2025 10

Comm100

FEBRUARY 5, 2018

The term ‘customer engagement software’ alone encompasses a wide variety of services, which results in pages that lump together very different types of solutions. Self Service Software. The density of these lists isn’t Capterra or Software Advice’s fault. The fact is that there are many customer engagement platforms on the marketplace.

Social Media 49

Social Media Customer Engagement Engagement Marketing 49