ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

ijgolding

JUNE 25, 2018

The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! Unlike most, I experience it on a regular basis. Sadly, during that same period I have also ceased to be a customer of every single one!!

Enterprise 77

Enterprise Customer centricity Accountability Customer Experience 77

Fonolo

APRIL 17, 2019

In 2007, it was the first in North America to introduce mobile check-in with electronic boarding passes. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year. Successful case studies.

Airlines 78

Airlines Transportation Contact Center Self service 78

CSM Magazine

JULY 29, 2015

MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. The courses address material for beginner, and intermediate-to-advanced customer experience knowledge.

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

Hello Customer

AUGUST 24, 2020

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. They serve 1.8

Marketing 52

Marketing Coaching Government Feedback 52

ijgolding

FEBRUARY 9, 2016

Elephants also apparently recognize and can keep track of the locations of as many as 30 companions at a time, psychologist Richard Byrne of the University of Saint Andrews in Scotland and other researchers discovered during a 2007 study at Amboseli. There will always be scenarios where customers feel hard done by.

Airlines 65

Airlines Surveys Customer centricity Customer Experience 65

ijgolding

MARCH 7, 2016

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. All three highlight what can happen if ‘the customer’ is not core to the strategy of a business. Just today, three prominent stories have hit the business pages in the UK.

Morale 64

Morale Customer Experience Customer centricity Marketing 64

Education Services Group

FEBRUARY 14, 2021

But, as Customer Success has come into its own, mastering operational efficiency while scaling remains elusive. Technology and tools that can automate your friendly, personal customer experience without making your customers feel stranded are a key element missing from too many Customer Success organizations.

Education 52

Education Construction Enterprise SaaS 52

Comm100

OCTOBER 17, 2017

Instead of scouring a website for a company’s contact info, or spending minutes filling out a survey, customers can tell companies what they think within seconds, as easily as tagging them in a status, tweet, or post. By 2020, Customer Experience is expected to overtake price and product quality as key brand differentiators.

Customer Service 71

Customer Service Customer Care Surveys Feedback 71

Education Services Group

FEBRUARY 26, 2019

Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. Think back to your first smartphone. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already.

Benchmark 40

Benchmark CRM Metrics Personalization 40

Education Services Group

FEBRUARY 25, 2019

Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. Think back to your first smartphone. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already.

Benchmark 40

Benchmark CRM Metrics Personalization 40

TMP Direct

APRIL 29, 2015

[Contact Center Satisfaction Index for 2008, published by the CFI Group] A mere 8 percent of customers see their experiences as “superior” in contrast to 80 percent of companies that believe they are delivering superior service. by as many as 5:1 – the importance of responsive, high quality customer service is yet again highlighted.

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40