ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. customer insight.

Banking 93

Banking Customer Experience Customer centricity Government 93

Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. How was it?

Airlines 305

Airlines Consulting Consulting Customer centricity 305

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer.

Consulting 383

Consulting Consulting Call Center Metrics 383

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. How happy are customers?

Customer centricity 65

Customer centricity Self service Best practices Customer Experience 65

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

C3Centricity

DECEMBER 20, 2021

It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years back. . transparency.

Technology 87

Technology Customer centricity Accountability Marketing 87

PeopleMetrics

JANUARY 12, 2015

We have 12 months to kick butt with our customer-centric goals. Superhero fantasies aside, what do you want achieve in 2015 with your customer experience efforts? Do you have a succinct definition of your customer experience goal? To become NPS Olympians. Sure, we CX professionals are a hopeful bunch.

Customer Experience 130

Customer Experience Customer centricity Wireless B2B 130

Beyond Philosophy

MAY 14, 2015

It is also, for some Customers, why they will pay more for your goods or services. Customers value trust. Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). Consider what happens when you violate that trust.

Self service 402

Self service Best practices Customer Experience Call Center 402

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Beyond Philosophy

MARCH 3, 2015

Let me give you an example. It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. It just shows the lack of Customer Centricity of the organization. How could we save costs AND improve the Customer Experience? We didn’t care.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

Stratifyd

NOVEMBER 12, 2019

Many companies now have a focus on customer experience. Now many are realizing the significant impact employee experience has on customer experience. Here we examine three areas in which EX influences CX and how that looks at an example company. HR Technologist Article. Guest Written by: Derek Wang.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

Global Response

FEBRUARY 7, 2023

Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? One of Amazon’s key customer-centric principles relates back to continuously innovating for the customer. “By

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

Horizon CX

DECEMBER 29, 2014

fundamental essence of Customer Experience, by reflecting on the year behind me. customers and publishing and speaking at conferences, getting into the field of. landing in the role of Customer Experience Manager. customers and publishing and speaking at conferences, getting into the field of.

Customer Experience 40

Customer Experience Customer centricity B2B Analytics 40

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric.

Customer Experience 40

Customer Experience Customer centricity B2B Analytics 40

CSM Magazine

MARCH 26, 2020

started in 2015, gives owners assistance in providing care to their dogs. offers the entire customer experience through its mobile app. Making the mobile experience as efficient and functional as possible is a high priority for the company. An intuitive, customer-centric experience was necessary because all of Wag!

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

ijgolding

DECEMBER 19, 2016

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Just researching Sky on the web highlights a plethora of issues being experienced by many of their customers. Sadly, I am not alone.

Feedback 73

Feedback Engineering Surveys Customer centricity 73

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! As an industry I find the CX on offer so hit and miss.

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

Steve DiGioia

DECEMBER 5, 2016

Constant reinforcement of the importance of customer service is key to sustaining the culture. A good example of this is Amazon.com. As they grew and added different areas to their business, they always put the customer first. The first question was to ask if what they were doing was right for the customer.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

ijgolding

JANUARY 19, 2016

Customer Experience – as a concept…. However, it is true that most of the best examples – the earliest examples – of Customer Experience being deployed as a core element of business strategy was very much a US led phenomenon. as an idea…. as a principle… as a profession… – it all started in the US.

Airlines 56

Airlines Customer Experience Customer centricity Self service 56

Customer Centric Support

MARCH 6, 2017

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. After all, happy customers and revenue are very closely related.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

ClearAction

JANUARY 12, 2022

For your spin-off, Ease-of-Doing-Business for the new Principles of Corporate Governance quantifies the extent to which customers are enhanced or constrained by your enterprise. Inspiration for this KPI is the customer experience value quotient : 5. For customers, the path of least resistance wins.

Government 62

Government Enterprise Customer centricity Banking 62

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. Give them objectives that relate to customer service – and reward them for achieving them.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Eptica

MARCH 11, 2020

As a reminder, the UK Customer Satisfaction Index (UKCSI), released in January by the ICS, shows that customer satisfaction is at its lowest level since July 2015 , the fifth consecutive fall in the twice-yearly index and the longest period of decline in the report’s history. Share this page on: Tweet.

Customer Service 72

Customer Service Best practices Customer centricity Marketing 72

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

FEBRUARY 5, 2020

That’s the latest finding of the Institute of Customer Service ’ s UK Customer Satisfaction Index ( UKCSI ) , which has provided a key measure for customer service over the last decade. That means there needs to be a clear culture that puts the customer first, from senior management down and across the business.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. According to the report, customer satisfaction scores for Comcast, the largest Internet and cable service provider in the U.S., Evaluate quality interactions.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

ijgolding

NOVEMBER 24, 2015

In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. Followers of my blog will know that I have traveled extensively over the last four years.

Customer Experience 59

Customer Experience Airlines Personalization Accountability 59

Win the Customer

AUGUST 9, 2016

Like anything in business, customers primarily want ease and convenience when using mobile payments. For example, the iPhone 6 Plus is set up for mobile payments and makes on-the-go shopping a breeze for consumers. And at the end of 2015, Walgreens became the first retailer to integrate its loyalty program with Apple Pay.

Customer centricity 72

Customer centricity Marketing Sales Customer Service 72

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 48

Technology Transportation Entertainment Customer centricity 48

Talkdesk

SEPTEMBER 1, 2016

Another customer service award winner, DoorDash, took home the prize for “Most Customer-Centric Culture” in Talkdesk’s inaugural Customer Awards. The company was founded in 2013 with the goal of enabling customers to purchase food from local merchants and have it delivered within 45 minutes.

Customer Service 41

Customer Service Airlines Customer centricity Accountability 41

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Your brand and company Net Promoter Score (NPS) is constantly being reevaluated with every interaction handled and socially-shared commentary by your customer base. The ROI in this case can be simple.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He is a Senior Global Customer Experience Leader who leads organizations to higher performance.

Automotive 41

Automotive Management Enterprise B2B 41