‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008.

5 Call Center Tech Trends That Have Become Mainstream in 2014

Win the Customer

As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. 26 August 2014. < 26 August 2014. < 24 April 2014. 26 August 2014. < 26 August 2014.

Employee Engagement & ROI: Are Your Employees Happy and Motivated?

Beyond Philosophy

Here’s a look at their stock over the past year: Source: Nasdaq.com on 10 September 2014. As a result, take a look at their stock price over the past five months: Source: Nasdaq.com on 10 September 2014.

As the Economy Gets Better, Customer Service Gets Worse

Beyond Philosophy

The Future of Customer Experience in 2014. This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is.

Discovering What Customers Don’t Know Themselves

Beyond Philosophy

9 May 2014. 20 August 2014. < How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here?

Is Your Customer Experience Infected?

Beyond Philosophy

Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which you either are or aren’t friendly. Most of us know that there is no such thing as a cootie, or a lurgi.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

3 Steps to Becoming #1 on Trip Advisor

Beyond Philosophy

UK Attraction ” on Thursday, October 30th 2014. The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK.

Accessibility Can Be a Key to Customer Satisfaction in 2014

Win the Customer

Can your customer reach you when they have questions or concern to ensure customer satisfaction in their greatest time of need?

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause.

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1. How it smells affects how it sells.

2014 Holiday Shopping Trends: The Early Returns Are In

ForeSee

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. The post 2014 Holiday Shopping Trends: The Early Returns Are In appeared first on ForeSee.

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go.

How Sports Results Affect Our Decision Making

Beyond Philosophy

Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil. Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision.

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards

ijgolding

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be.

How to Make or Break Your Customer Experience

Beyond Philosophy

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.

1914 Vs 2014: When was the best time to be a customer?

ijgolding

That is why I want to pose the question – 1914 or 2014: when was the best time to be a customer? For a customer there was only one predominant way to shop… one ‘channel’ That channel was the channel that in 2014 is continually in decline – Face to Face!

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

Attraction ” on Thursday, October 30th, 2014. Attraction ” on Thursday, October 30th, 2014. The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for a number of years.

Right or Wrong? Protecting Yourself Against Other Passengers

Beyond Philosophy

Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight?

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards.

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

19 August 2014. < 19 August 2014. < Has it happened to you that you went to the supermarket thinking you’ll be in and out quickly and spend half an hour choosing a wine? Or that you buy a dress, shirt, shoes and only an hour later you already feel sorry about that?

Watch A Great Emotional Ad That Is Critically Acclaimed

Beyond Philosophy

Great ads create a great emotional connection, and many times, don’t even involve a product or service. The clamor on Social media and with my friends and family in England has been, “Have you seen that Sainsbury’s Christmas ad? It’s great!”. Sainsbury’s Christmas Ad.

What JetBlue Teaches Us About Profits, Promises, and People

Beyond Philosophy

There are plenty of ways to look at the sometimes competing interests of the desire for maximum return on investment and the desire to use a superior customer experience as a point of differentiation for competitive business advantage.

4 Actions to Exceed Customer Expectations

Beyond Philosophy

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. The first step in exceeding your customer’s expectations is to know those expectations.”. - Roy H. Williams, Author of the Wizard of Ads. For most organizations, just meeting their Customer’s expectations would provide a good experience.

How to Make or Break Your Customer Experience

Beyond Philosophy

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.

Are you Prejudiced?

Beyond Philosophy

Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds.

Do You Have a Secretly Toxic Employee Problem?

Beyond Philosophy

Toxic employees are people who poison the culture at work. Some of them are outright toxic, vocal in communicating it. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees.

Putting the Power of Your People to Work for Customer Centricity

Beyond Philosophy

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.

Are you Inside-Out or Outside-In? Designing a Customer-Focused Process

Beyond Philosophy

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience.

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015

ijgolding

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. At midnight tomorrow, 2014 will come to an end.

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many!

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teleopti

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4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards.

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

Disappointment is also not welcome at any time but especially not at Christmas. How can marketers avoid creating a disappointed Customer?

Top Ten Mistakes Cultures Make with Customer Experience

Beyond Philosophy

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience.

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t. The Top 10 Companies As you can see, Amazon sits at the top.

Top 10 CX Posts of 2014

Andrew Mcfarland

So with thanks to the many, many people who have promoted this content, here’s the Top 10 list of 2014. Best Practices 2014 Top 10 I started doing this last year as a way to help users find content that was most viewed (as a proxy for “most valuable”).