Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe. and Metro Bank in the U.K.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Beyond Philosophy

NOVEMBER 28, 2017

Empower and enable employees to be more mindful of delivering what customers need and want, irrespective of level or function within the company. 2) Make the small investment to identify and understand what customers value on an emotional, not just physical, level, and determine what is memorable about the experience.

B2C 208

B2C Banking B2B Customer advocacy 208

Lumoa

DECEMBER 19, 2023

AI-driven sentiment analysis can assess whether a brand’s messaging aligns with customer perceptions. This alignment check empowers companies to refine their communication strategies, adopt a customer-centric approach, and cultivate a brand image that genuinely connects with its audience.

Feedback 83

Feedback Banking Chatbots Automotive 83

RapportBoost

DECEMBER 10, 2018

100, they really like used canned messaging, not so much necessarily in their everyday communications, sort of to rely on them heavily, but they really use them to help agents break the ice and get more insurance to having access to a bank of really reliable and ready to respond pieces of information. So, like one of our clients in Comm.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. He has built teams from scratch to 80+ people.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

Eptica

MAY 23, 2018

Essentially, we help people and businesses support the causes they care about, and for charities, we provide simple and straightforward day-to-day banking and fundraising services. When it came to customer service we had two key drivers. To find out more on how CAF is successfully using Eptica read our case study here.

Banking 55

Banking Customer centricity Marketing Customer Experience 55

The Petrova Experience

NOVEMBER 10, 2020

In my day to day, with the exception of CitiBank with whom I have banked for the last 20 years, I have not seen a big brand build and execute a 5 year+ omni channel customer experience strategy. We are not, however, going to read case studies of companies that have actually invested money to build the proper journeys for consumers.

Customer Experience 98

Customer Experience Education Banking Call Center 98

Customer Centric Support

FEBRUARY 6, 2017

Case studies have shown improvement on just about every KPI with the contact centers that simply gave instruction on mindful breathing and encouraged agents to practice it throughout their day. On a larger scale, a few years ago Bank of America leadership was fraught with staffing issues at all of their many international call centers.

Call Center 90

Call Center Outbound sales Customer centricity Contact Center 90

ijgolding

SEPTEMBER 21, 2015

The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy. ‘Implement’ through the sharing of a process to apply the thinking using case studies from Liberty Global and Premier Inn. Well done”.

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

ijgolding

MAY 21, 2018

It will not be long before they launch their own Bank. I actually wrote an article about Littlewoods in 2013 – entitled ‘re-invention and innovation’ , it serves as the perfect case study of effective business transformation. My book, ‘Customer What? – because we know they would make it so easy.

Banking 74

Banking Customer centricity Enterprise Technology 74

NobelBiz

JULY 31, 2023

Say goodbye to frustration and hello to seamless communication that keeps customers coming back. Join us as we unravel the power of call queuing and embrace the future of customer-centric excellence. This system ensures that no call goes unanswered and customers are directed to the most suitable agent available.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Fonolo

JANUARY 22, 2020

Who Should Attend: CXOs, Heads of Customer Experience, senior UX managers and designers, contact center and customer experience managers. It’s packed full of CX innovators from a variety of industries, all exploring ways to delight their customers again and again; and make the customer experience a priority for businesses.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

REVE Chat Blog

NOVEMBER 21, 2019

In the customer centric era, the focal point of every business is to deliver top-notch services to boost customer satisfaction and loyalty. Live chat software is the best bet to convert your website visitors into loyal customers and increase lead generation. Case studies provide social proof that your product can deliver.

Best practices 77

Best practices B2B Sales Chatbots 77

RichCall

SEPTEMBER 13, 2017

According to Teresa, contact centers will need to: move beyond supporting all channels (omnichannel) seamlessly to becoming a hub of customer interactions for the enterprise. take responsibility for customer communications rather than these being driven by individual departments’ internal timescales and goals. Evan Kirstel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64