Beyond Philosophy

FEBRUARY 25, 2016

As many marketing and public relations consultants, academics, economists, and business writers have observed, today we’re living in a reputation economy, where trust and customer experience – even more than product or service features – are coin of the realm, as real as legal tender. In January, 33% of U.S.

Banking 199

Banking Consulting Consulting Advertising 199

ShepHyken

JUNE 28, 2019

This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. It’s, therefore, crucial to get exactly right these rare moments that offer the opportunity to nurture the relationship with the customer. Faster than … more powerful than … it’s Superagent!

Contact Center 279

Contact Center Self service Banking Airlines 279

Beyond Philosophy

AUGUST 15, 2016

But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them? Do more than your Customers expect. All of us have expectations from a Customer Experience. They might be low or high, depending on a number of factors that include our history and our personality.

Consulting 281

Consulting Consulting Customer Experience Customer Service 281

CSM Magazine

FEBRUARY 6, 2024

As technology continues to play an increasingly important role in delivering customer experiences in the shipping industry, it’s important not to overlook the value of human interaction. From establishing trust to identifying specific challenges, maintaining a personal connection with customers is essential for achieving success.

Customer Service 98

Customer Service Chatbots Technology Sales 98

Beyond Philosophy

JANUARY 26, 2015

Immediate notification that includes next steps for Customers is the standard protocol for Customer-centric companies in the event of a data breach. Target , who suffered the data breach in 2013, knows the importance of this immediate and comprehensive action. Anything else gets my personal VETO.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. in 2013 —and then dropped to 75.2 The answer is YES!

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers. Talk to Them.

Consulting 140

Consulting Consulting Surveys Feedback 140

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ijgolding

DECEMBER 11, 2014

By 2013 Norwegian had started to receive awards for the best European low-cost carrier – a trend that has continued into 2014. So are the plaudits that Norwegian is receiving reflective of the experience? My reviews are based on a format I created to assess experiences I have with a variety organisations.

Airlines 110

Airlines Customer Experience Self service Personalization 110

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 ). Brands they trust for other personal needs would be likely contenders for taking care of their financial needs as well.

Banking 79

Banking Customer Experience Surveys Finance 79

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? Start with your front-line employees, the people who are dealing with your customers. By Peg Ayers. What else can you do?

Consulting 173

Consulting Consulting Contact Center Surveys 173

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. As Aagaard points out, which gym a person joins is often driven by where the gym is. 25 March 2013.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

MARCH 2, 2018

It would be highly unusual for a company that provides the excellent Customer Experience that Amazon does to have such a terrible work environment for those people that offer that excellent experience. It is clear that Amazon sees value in automation and intends to have many human-free Customer Experiences.

Government 253

Government Employee engagement Customer Experience Consulting 253

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 312

Metrics Finance Surveys Consulting 312

CSM Magazine

OCTOBER 5, 2023

“In my personal experience capturing data and using it to report are fundamental to success and improvement and BigChange has given us a new dimension of analysis and evaluation,” said Sally-Ann Twydell, Commercial Manager at Blade Roofing.

Engineering 59

Engineering CRM Finance Enterprise 59

Beyond Philosophy

JUNE 29, 2015

That opportunity has been available for companies which have experienced negative press and impaired customer perception, such as Toyota, JetBlue, and FedEx. Most customers appreciate and want more of this kind of personalization, a relationship, and an emotional connection.

Wireless 257

Wireless Banking Enterprise Accountability 257

Vonage

JULY 7, 2017

Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. Or, they can be used by a customer who doesn’t want anything to do with a human employee. That’s so 2013. Make your customer experience easy for customers to share.

Customer Experience 71

Customer Experience Scripts Consulting Consulting 71

CSM Magazine

JANUARY 12, 2024

And I am not the only person to notice change; across the business people are spending less time churning out and moving paperwork around so they have more time to focus on getting other jobs done and making sure our customers are happy.” “Now, most weeks, I’m done by lunchtime on Monday.

Engineering 52

Engineering CRM Finance Enterprise 52

CSM Magazine

JULY 19, 2023

About Ascensos Ascensos was established in 2013 in Motherwell, Scotland to transform the customer experience by bringing a fresh and personal approach to customer care.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

ijgolding

OCTOBER 16, 2017

I have had the pleasure of meeting many amazing Customer Experience Professionals (CXPs) over the years – amazing for a whole variety of reasons. As we are all at differing stages of our own personal journeys, the support and guidance we naturally exude is one of the things that makes the profession so rewarding.

Customer Experience 57

Customer Experience Education Customer centricity Marketing 57

ijgolding

NOVEMBER 12, 2015

However today, I want to focus on the subject of Customer Experience in an industry that on the face of it, appears to be struggling to keep its customers happy. is a HERO when it comes to delivering great Customer Experiences…… or a VILLAIN! Vodafone is clearly NOT adopting an omni channel approach.

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

Beyond Philosophy

NOVEMBER 26, 2015

Plus, the personal nature of the host and the unique accommodation is appealing to many people over the more business-like and relatively sterile design of a hotel room. However, according to the study, after $35 the rides are a better deal than Yellow Taxi (using data from 2013). . Designing a Customer-Focused Process.

Airlines 150

Airlines Consulting Consulting Technology 150

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.

Customer Experience 85

Customer Experience Customer centricity Personalization 85

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Now that would be nice!

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. in 2013 —and then dropped to 75.2 The answer is YES!

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

CSM Magazine

NOVEMBER 4, 2022

Larry Mead, vice president of experience transformation at TTEC Digital, gives seven tips for designing and orchestrating a Total Experience (TX) strategy. In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service.

Consulting 52

Consulting Consulting Technology Enterprise 52

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. Can you agree with above customer experience trends?

Customer Service 62

Customer Service Customer Experience Chatbots Self service 62

CSM Magazine

FEBRUARY 23, 2023

” About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 1,900 field-based organisations around the world.

Management 52

Management Finance Engineering CRM 52

CSM Magazine

JANUARY 10, 2023

“This has transformed the feel of the business from a small company to one that can provide a more corporate, larger-company experience – but retaining the personal touch.” . “BigChange has also empowered and motivated us as a team,” he continued. ” About BigChange.

Finance 52

Finance Construction CRM Enterprise 52

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Trader Joe’s does not have a customer loyalty program.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

ijgolding

AUGUST 25, 2015

I am often asked how I find so much to write about on the subject of Customer Experience. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to life the effect (good, bad or indifferent) that Customer Experiences really do have.

Customer Experience 92

Customer Experience Construction Personalization Surveys 92

Eptica

AUGUST 21, 2019

Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Proactive chat goes a step further. Share this page on: Tweet.

Advertising 66

Advertising Best practices Upselling Analytics 66

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. It’s similar to how a store clerk greets customers when they step into a store.

Chatbots 159

Chatbots Feedback Surveys Sales 159

Customer Guru

MAY 30, 2018

We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. But they tend to ignore the importance of employee behavior in building a customer-centric organization.

Customer centricity 95

Customer centricity Scripts Coaching Engineering 95

CSM Magazine

APRIL 21, 2022

“With intelligent job allocation and real time tracking we can take on more jobs per person per day and react, in real-time, to changing schedules if something unexpected crops up. . “Before BigChange we had disparate systems and processes that were not joined-up and didn’t communicate.

Engineering 52

Engineering Finance CRM Enterprise 52

aircall

SEPTEMBER 12, 2016

Click-to-call, or click-to-talk, is a means of communication whereby a person clicks a button so as to connect to another different person in real time. In the year 2013, Google commissioned Ipsos to carry out a study on their click-to-call buttons. 57% – Getting in touch with a real person. Customer Satisfaction.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48