CCNG

OCTOBER 19, 2022

(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Customer Journey Mapping is another case in point.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Monday 29th September 2014. As has become normal recently, I am up at 4:30am to embark on a long journey from the North West of England down to the South. I must apologise to the person I spoke to as soon as possible.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

CustomerSuccessBox

JUNE 8, 2022

You know, there’s, there’s some that you’re going to have a personal led touch, and there’s some that you’re going to have a very light touch or not at all. And so you will have a different strategy for churn for those at a very high level, at least for those types of customers.

Management 52

Management Upselling Accountability Metrics 52

ijgolding

SEPTEMBER 29, 2015

As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences. The 2015 UK Customer Experience Awards was a HUGE event. What happened next was quite incredible.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. Practice customer journey mapping to see where in their journey your customers are coming across friction.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40