ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 62

Customer Experience Transportation Banking Customer Service 62

ijgolding

AUGUST 7, 2014

By 2012, the number had declined to 49,433. We want to feel welcome; enjoy a wide variety of alcoholic and non alcoholic beverages; dine on good value but well cooked food; relax in a beer garden on a sunny day; for many a pub is no longer just about beer – it is about the end to end experience. How will it fare? 30th July 2014.

Customer Experience 80

Customer Experience Customer retention Government Personalization 80

Education Services Group

NOVEMBER 19, 2019

The company folded in 2012. These days, the hot topic across the corporate world is Customer Success, and unfortunately, many executives are slapping the CS label onto existing departments without really examining what that means. If you can help your customers to be successful, they’ll be more likely to adopt and renew your product.

SaaS 40

SaaS Customer retention Upselling Education 40

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Benchmark 88

Benchmark Customer centricity Marketing Big data 88

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Benchmark 69

Benchmark Customer centricity Big data Marketing 69

ChurnZero

MARCH 3, 2020

Every year, tens of thousands of Marketers, Salespeople, and Customer Success pros converge in Boston for a week of learning, inspiration, and connection at INBOUND. Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. BIG RYG 2020 Date: October 8, 2020 Location: Washington, D.C.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ijgolding

SEPTEMBER 2, 2015

I myself have written about Ryanair on three separate occasions: In September 2012, I wrote about Ryanair ‘having the most consistent Customer Experience on the planet’ . In April 2014, I wrote a Customer Experience Review of Ryanair – they did not fare so well! Price alone was no longer enough.

Airlines 87

Airlines Transportation Customer Experience Personalization 87

SharpenCX

FEBRUARY 12, 2020

In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience over the past several years. Companies race to outpace competitors, but it seems fewer do so with customers (not dollar signs) on their mind. billion in annual revenue since their debut in 2012.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

SharpenCX

JULY 7, 2020

It’s hard to make purchases or use services from brands that don’t value customer experience. And, when it comes to making a purchase, 64% of people find customer experience more important than price. Customer experience matters. It can make all the difference in customer retention, revenue and competition.

Contact Center 86

Contact Center Customer Experience Customer retention Interactive Voice Response 86

SharpenCX

FEBRUARY 12, 2020

In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience over the past several years. Companies race to outpace competitors, but it seems fewer do so with customers (not dollar signs) on their mind. billion in annual revenue since their debut in 2012.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

Balto

AUGUST 3, 2022

Companies that have personal interactions with a large segment of their customers see a 1-2% increase in total sales due to increases in loyalty. Customer acquisition is five to twenty-five times more expensive than customer retention. Personalizing the customer experience: Driving differentiation in retail.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

ProProfs Blog

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. For this reason, customer experience has become the key to business success. Forrester. Forrester.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. I know of many who have both visited and lived in South Africa and so was excited to finally be able to see how a land I have never been to approaches Customer Experience.

Customer Experience 101

Customer Experience Customer centricity Sales Consulting 101

ijgolding

JULY 19, 2016

Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to let the person ultimately accountable for Customer Experience understand my pain (metaphorically speaking of course!).

Customer centricity 75

Customer centricity Airlines Enterprise Personalization 75

Amity

AUGUST 5, 2016

I started working with him in 2012 and it’s really shaped my career and my own leadership mindset since then. We are very closely partnered with them and bring them to many customer meetings to hear directly from the customer. And finally and most importantly, the one metric that underlines all of these is retention.

Enterprise 91

Enterprise Employee engagement Metrics Best practices 91

CSM Magazine

FEBRUARY 27, 2020

AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). has seen first-hand how AI is transforming customer service. To learn how to use AI to build a great future for customer service, visit www.ebi.ai. Draw inspiration from real-life successes – EBI.AI

Automotive 59

Automotive Transportation Telecommunications Big data 59