Education Services Group

FEBRUARY 14, 2021

But, as Customer Success has come into its own, mastering operational efficiency while scaling remains elusive. Technology and tools that can automate your friendly, personal customer experience without making your customers feel stranded are a key element missing from too many Customer Success organizations.

Education 52

Education Construction Enterprise SaaS 52

Fonolo

APRIL 17, 2019

In 2007, it was the first in North America to introduce mobile check-in with electronic boarding passes. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year. Successful case studies.

Airlines 78

Airlines Transportation Contact Center Self service 78

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

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ijgolding

FEBRUARY 9, 2016

Elephants also apparently recognize and can keep track of the locations of as many as 30 companions at a time, psychologist Richard Byrne of the University of Saint Andrews in Scotland and other researchers discovered during a 2007 study at Amboseli. There will always be scenarios where customers feel hard done by.

Surveys 65

Surveys Airlines Customer centricity Customer Experience 65

Education Services Group

FEBRUARY 26, 2019

Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. Think back to your first smartphone. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already.

Benchmark 40

Benchmark CRM Metrics Personalization 40

Education Services Group

FEBRUARY 25, 2019

Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. Think back to your first smartphone. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already.

Benchmark 40

Benchmark CRM Metrics Personalization 40

Totango

MAY 27, 2022

SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth. Product-led growth is a marketing, sales, and customer retention strategy that relies on the customer’s experience with the product to drive purchases.

SaaS 120

SaaS Customer retention Sales Marketing 120

Beyond Philosophy

JUNE 4, 2015

It also means that every transaction and touchpoint interaction, and the long-term relationship, needed to carry forward the organization’s unique character, must be a reflection of the perceived value represented to the customer. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Airlines 360

Airlines Marketing Enterprise Advertising 360

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

ijgolding

MARCH 7, 2016

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. All three highlight what can happen if ‘the customer’ is not core to the strategy of a business. Just today, three prominent stories have hit the business pages in the UK.

Morale 64

Morale Customer Experience Customer centricity Marketing 64

Comm100

OCTOBER 17, 2017

Instead of scouring a website for a company’s contact info, or spending minutes filling out a survey, customers can tell companies what they think within seconds, as easily as tagging them in a status, tweet, or post. By 2020, Customer Experience is expected to overtake price and product quality as key brand differentiators.

Customer Service 49

Customer Service Customer Care Feedback Surveys 49