ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. I am also remarkably proud of the difference I have personally made in the organisations I have worked for and continue to work with.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Beyond Philosophy

JUNE 16, 2015

Jeff Bezos said, “A brand for a company is like a reputation for a person. Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent Customer Experience, Amazon enjoys an excellent reputation as a brand and continues to grow in influence and strength.

Advertising 273

Advertising Customer centricity Customer Experience Marketing 273

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It is what customers experience.

Customer Experience 87

Customer Experience Advertising Banking Customer centricity 87

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds. Wows and Woes Study.

Banking 79

Banking Customer Experience Surveys Finance 79

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! Monday 29th September 2014. Tuesday 30th September 2014.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

JUNE 9, 2015

Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. O’Leary and others said the AGB program is transforming their Customer Experience, service and the way they treat Customers. But I am skeptical—not that I would know personally.

Airlines 344

Airlines B2C Surveys B2B 344

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer centricity Construction Benchmark 60

Callminer

NOVEMBER 18, 2020

While gamification , call scoring and other strategies can help improve contact center agent performance, the first step is identifying the common behaviors that leave customers unsatisfied, frustrated and angry. First and foremost, it sounds disgusting to the customer. Next, it’s just terrible manners. Natalya Bucuy. LiveHelpNow.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

HGS

OCTOBER 30, 2014

What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience. Don’t customers want to talk to “a real person”? Thu, 10/30/2014 - 19:59. Customer Experience. customer satisfaction.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Customer Guru

MARCH 7, 2018

These women and their motivating stories are testimonials to why we need more women in Customer Experience. Sue Duris – Director of Marketing and Customer Experience, M4 Communications, Inc. She is one of the most personable #WomenInCX. Nienke Bloem – Customer Experience Consultant and Keynote Speaker.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

CX Journey

NOVEMBER 14, 2014

It appeared on their site on August 12, 2014. Do you think there''s a little art and a little science involved when it comes to delivering a great customer experience? As I thought about how this relates to customer experience, I decided to differentiate art and science a bit further. Art is warm and personal.

Customer Experience 71

Customer Experience Scripts Metrics Customer centricity 71

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a. fundamental essence of Customer Experience, by reflecting on the year behind me. customers and publishing and speaking at conferences, getting into the field of. landing in the role of Customer Experience Manager. customer-centricity.

Customer Experience 40

Customer Experience Customer centricity B2B Analytics 40

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric.

Customer Experience 40

Customer Experience Customer centricity B2B Analytics 40

PeopleMetrics

AUGUST 14, 2014

This ''stay calm'' advice comes with a warning: it''s the lasting customer emotions you need to be concerned about. Today’s story shows how even a person without celebrity status can go viral, if the customer is being treated unfairly. Go On, Tell Me All About This Customer Service Fail. Customer Experience'

Customer centricity 93

Customer centricity Customer emotions Feedback Customer retention 93

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Learn how Help Scout aligns sales and support.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Skybridge

APRIL 23, 2021

Several years ago, Annette Franz, the founder and CEO of CX Journey, wrote about 6 tools to ensuring that everyone involved in a brand’s success have a clear view and understanding of the customer. It’s the result of ensuring that every single person owns the brand promise and is invested in delivering on it. By Annette Franz.

Customer Care 52

Customer Care Customer centricity Customer Experience Sales 52

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

ijgolding

JULY 19, 2016

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. As a result of what I do for a living, I believe it is essential on occasion to let leaders learn from the unsatisfactory experiences that are often delivered by their organisations.

Customer centricity 75

Customer centricity Airlines Enterprise Personalization 75

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences. You can read all of my Customer Experience Reviews here.

Customer Experience 98

Customer Experience Airlines Entertainment Calibration 98

ijgolding

AUGUST 11, 2015

Rather than answer the question immediately sharing my personal opinion, I would like to share a story with you that brings Customer Experience failure in the industry to light. Perhaps, in the passing years, your customer base will diminish to such an extent that you will no longer be trading. It does not surprise me.

Customer Experience 88

Customer Experience Customer retention Accountability Customer centricity 88

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Finance Customer centricity B2B 63

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" According to Wikipedia, it means an unwelcome person. For our customers, right? businesses every year due to poor customer service. OK, a little Latin refresher to start off.

Customer centricity 64

Customer centricity Metrics Sales Customer Experience 64

PeopleMetrics

AUGUST 4, 2014

Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience. The 2014 Brand Ambassadors: The RHR International Team. Become More Customer-Centric Today. Customer Experience'

Brand ambassadors 48

Brand ambassadors Customer centricity Feedback Consulting 48

Toister Performance Solutions

OCTOBER 23, 2018

Top Experience Drivers There's a clear cluster of customer experience drivers that customers feel are worth paying a premium for: Image source: PwC. There's nothing about the latest technology, hyper-personalization, or even socially-consciousness branding in the top five. into a phone can attest to.

Advertising 61

Advertising Airlines Self service Surveys 61

Return Customer

JULY 8, 2015

After all, everybody – Millennials included – still values ‘old school’ shopping experiences where the seller-buyer conversation is face-to-face. Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Clear path to purchase.

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

aircall

MARCH 19, 2021

For some businesses, they use this customer data to gain unique insights to improve things like sales performance or the customer experience. Customer data can even tell you which of your strategies and campaigns works best for improving sales performances and hitting targets. Best Practices of Customer Data Management.

Sales 62

Sales CRM Marketing Best practices 62

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Standardizing Exceptional Experience.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

Vonage

JULY 29, 2015

Although there is a lot of detail and personalization involved in the work I do to help each corporate client build its own customer-centric culture, my instructions can, for the most part, be whittled down to the following six items. Related Posts What a giraffe can teach you about customer service strategy.

Customer Service 97

Customer Service Banking Customer centricity Technology 97

ijgolding

JUNE 25, 2018

The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! Unlike most, I experience it on a regular basis. Sadly, during that same period I have also ceased to be a customer of every single one!!

Enterprise 77

Enterprise Customer centricity Accountability Customer Experience 77

Tenfold - Contact Center Blog

JUNE 22, 2018

It’s no longer enough to automate customer support through a healthy knowledge base or canned responses to web live chat. What’s needed now is to design customer support and the whole customer experience to suit and enhance an increasingly digital customer journey.

Finance 64

Finance Banking Technology Chatbots 64