PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Brand Ambassadors focus on the people-side of business, which can be seen in the amount of customer recognition they generate.

Brand ambassadors 88

Brand ambassadors Customer centricity Banking Feedback 88

PeopleMetrics

JANUARY 23, 2015

Culture” took home the prize in 2014. The customer experience (CX) space has experienced a similar trend. Temkin Group recently predicted that this will be the year of the employee, and MCorpConsulting states that customer-centric culture is a top priority for companies serious about customer experience improvement.

Customer centricity 97

Customer centricity Journey mapping Feedback Enterprise 97

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. 1 UK Attraction ” on Thursday, October 30th 2014. Individual development. I am sure you’ll have a great time!

Coaching 385

Coaching Consulting Consulting Customer Experience 385

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. The reason why I think the quote is so apt is because I personally agree very much with its sentiment.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

ijgolding

AUGUST 13, 2014

The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years. Their attempt to integrate other ‘services’ to adapt the experience for customers was very well intentioned, but not enough to overcome the financial challenges already besetting the group.

Customer centricity 86

Customer centricity Customer Experience Sales Marketing 86

ijgolding

SEPTEMBER 30, 2014

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. It is three-quarters of a mile long!!) My final thoughts are as follows.

Customer Experience 102

Customer Experience Transportation Government B2B 102

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

ijgolding

DECEMBER 30, 2014

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. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become.

Customer Experience 85

Customer Experience Customer centricity Personalization 85

HGS

OCTOBER 30, 2014

According to the January 2014, McKinsey Quarterly, 75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information. Don’t customers want to talk to “a real person”? Thu, 10/30/2014 - 19:59. Customer Experience. customer satisfaction.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

AskNicely

JULY 17, 2018

Biteable , using AskNicely to track customer sentiment and inject feedback right into their product plans, shares their story to illustrate just how important feedback is in fashioning a customer-centric roadmap. The Business of Helping Customers Tell Stories. GET THE FULL BITEABLE STORY.

Customer centricity 60

Customer centricity Feedback 60

Callminer

NOVEMBER 18, 2020

“When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. It’s not always easy to juggle multiple calls as call center agents often do, but it should be a high priority to minimize wait times for customers. It’s not very customer-centric.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

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). PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Customers That Stick

JANUARY 5, 2015

We’ve enjoyed sharing so much great customer service and customer experience content over these past three years. We will continue to curate great content from the customer-centric disciplines and will share them via our social channels as well as in less structured ways than the Mash. More Surveys. Growing the Podcast.

Surveys 111

Surveys Customer centricity Education Customer Experience 111

Momentum Telecom

JANUARY 9, 2024

Our commitment to customer happiness, embodied by Horizon Telecom’s vibrant team, remains steadfast. This exciting journey will accelerate our growth in Europe, driven by shared values and a customer-centric ethos”, said Melvin Jellesma, CEO and Founder of Horizon Telecom. Together let’s build your human momentum.

Management 116

Management Customer centricity Enterprise Service level 116

PeopleMetrics

AUGUST 14, 2014

My first job was in tech customer service. — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. 3/ It belies a dysfunctional system that pits call center reps + customers against one other for the benefit of the company. — Ryan Block (@ryan) July 17, 2014. . Close loops.

Customer centricity 93

Customer centricity Customer emotions Feedback Customer retention 93

Amity

DECEMBER 18, 2013

The evening’s guest speaker, Kia Puhm, VP of Customer Experience at Oracle, has extensive experience fostering and evolving Eloqua’s customer experience department. She outlined key aspects of Eloqua’s Ideal Customer Experience (ICE) program, “customer bill of rights” and Customer-Centric Organization.

Customer centricity 48

Customer centricity Engineering Accountability Sales 48

Beyond Philosophy

JUNE 14, 2016

As a group, CX researchers have often been labeled as risk-averse, even complacent, when considering augmentation or replacement with more real-world, more contemporary, and more actionable metrics such as customer advocacy.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Customer Guru

MARCH 7, 2018

Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. Nienke Bloem – Customer Experience Consultant and Keynote Speaker. Nienke has done some serious work in transforming a big telecom company into a customer-centric organization. With a Ph.D.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. 1 UK Attraction ” on Thursday, October 30th 2014. Individual development. I am sure you’ll have a great time!

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further.

Customer Experience 87

Customer Experience Advertising Banking Customer centricity 87

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! Monday 29th September 2014. Tuesday 30th September 2014. Wednesday 1st October 2014.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

Customer Guru

APRIL 5, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience 92

Customer Experience Customer centricity Journey mapping Banking 92

PeopleMetrics

JANUARY 30, 2015

In her speech from Co-Op’s Think 2014 conference , my colleague Kate related a quote from Forrester that goes something like this: To say that customer experience is the same thing as customer service is like saying the safety net is the trapeze act. Apologies and punishment don’t lead to customer-centric culture.

Customer Experience 74

Customer Experience Customer centricity Accountability Management 74

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Make customer service part of company goals and vision: Review your company goals, objectives, and vision to ensure that your commitment to customer service is reflected in them.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. 1 UK Attraction ” on Thursday, October 30th 2014. Individual development. I am sure you’ll have a great time!

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Return Customer

JULY 8, 2015

Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Another way to stay ahead of the game is to optimise the way in which you interact with customers over their mobile devices. Ongoing social engagement.

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

ijgolding

SEPTEMBER 29, 2015

The 2015 UK Customer Experience Awards was a HUGE event. 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.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

CSM Practice

MAY 22, 2020

Base only plan focus CSM on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. The company was founded in 2014 and is headquartered in Sunnyvale, California. 2. Base + BonusPlan.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.

Journey mapping 62

Journey mapping Customer centricity Coaching Customer Experience 62

ijgolding

JULY 19, 2016

If you have not come across them, to put the size of the organisation into context, In 2014, EasyJet carried more than 65 million passengers, making it the second-largest airline in Europe by number of passengers carried, behind Ryanair. Being a customer centric leader requires a lot more than just TALKING about it.

Customer centricity 75

Customer centricity Airlines Enterprise Personalization 75

CSM Practice

MAY 28, 2020

The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Best practices 126

Best practices Management SaaS Metrics 126

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. In fact I was so pleased, I wrote a Customer Experience Review about them – a review that you can read here.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds.

Banking 79

Banking Customer Experience Surveys Finance 79

Vonage

JULY 29, 2015

Although there is a lot of detail and personalization involved in the work I do to help each corporate client build its own customer-centric culture, my instructions can, for the most part, be whittled down to the following six items. Related Posts What a giraffe can teach you about customer service strategy. Who are you ruling?

Customer Service 97

Customer Service Banking Customer centricity Technology 97

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.

Journey mapping 91

Journey mapping Banking Chief Customer Officer Customer centricity 91

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. What does "persona non grata" mean?

Customer centricity 64

Customer centricity Metrics Sales Customer Experience 64