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. More specifically though, about 18 months ago I implemented a VoC survey for an IT Helpdesk that ended up saving all their jobs.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Eptica

MAY 9, 2018

Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. Shopper footfall on the high street has experienced the sharpest decline since 2010 , while sales showed their biggest quarterly fall in a year. Published on: May 09, 2018. Share this page on: Tweet.

Customer Experience 50

Customer Experience Chatbots Self service Best practices 50

Beyond Philosophy

APRIL 30, 2015

In a 2010 study by Ipsos Mori , out of a study of over 2,000 British people only 23% of them said their loyalty card influenced their decision to make a purchasing decision. Should 4% of Customers Dictate Strategy? It’s clear loyalty programs don’t always drive loyalty , however. Follow Colin Shaw on Twitter @ColinShaw_CX.

Surveys 294

Surveys Customer Experience Customer emotions Customer centricity 294

ijgolding

FEBRUARY 26, 2019

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. Customer feedback is broken.

Feedback 85

Feedback Surveys Journey mapping outsourcing 85

Russel Lolacher

MARCH 2, 2021

Tell us about yourself and share some background about your government organization’s social customer experience strategy (and how you ended up joining BC Public Service)? Our strategy is about putting the customer first. In 2010, the ministry was putting together something that hadn’t existed for them before.

Government 52

Government Customer Care Transportation Benchmark 52

Kayako

APRIL 25, 2017

Tracking customer effort can help support and product teams determine where customers are struggling. There’s an easy way to find out where these high-effort points are occurring, by tracking customer effort transactionally using the CES survey. Sending a Customer Effort Survey. Sending the survey.

Customer effort 63

Customer effort Surveys Feedback Metrics 63

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX.

Interactive Voice Response 75

Interactive Voice Response Banking Customer centricity Technology 75

TechSee

SEPTEMBER 21, 2021

In 2010, there were 105 million customers with pay-TV; today eMarketer estimates that there are 74 million paying households and expects that number to drop another 10 million by 2023. Monetize available customer data. The move to streaming – known as “cord cutting” – is a growing trend.

Advertising 41

Advertising Entertainment Self service Banking 41

C3Centricity

AUGUST 17, 2020

Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. CEI Survey. What do you think?

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. Understanding Customer Experience. Customer experience (CX) is not a singular event, but the compounded impact of all touch points a customer encounters in their journey.

Customer Experience 62

Customer Experience Surveys Feedback Metrics 62

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. Just think customer first in everything you do!

Big data 59

Big data Marketing B2C CRM 59

Lumoa

JUNE 28, 2018

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Everyone and everything is customer experience. Revenue and growth is a function of happy customers. Navigate the blog post -> Chapter 1.

Customer centricity 64

Customer centricity Feedback Surveys Finance 64