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

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

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

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” Individual development.

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

PeopleMetrics

AUGUST 14, 2014

This ''stay calm'' advice comes with a warning: it''s the lasting customer emotions you need to be concerned about. Today’s story shows how even a person without celebrity status can go viral, if the customer is being treated unfairly. Go On, Tell Me All About This Customer Service Fail. Customer Experience'

Customer centricity 93

Customer centricity Customer emotions Feedback Customer retention 93

Customer Guru

MARCH 7, 2018

She is one of the most personable #WomenInCX. 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. Read more about Sue’s journey as a CX Leader. Carla has one of the most prolific growth stories.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” Individual development.

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

CSM Magazine

JANUARY 31, 2025

In 2024, the company unveiledMonica, a hyper-contextual AI guide that analyzes the MSP’s dataset to deliver personalized insights, automate routine workflows, and accelerate decision-making. I am impressed by the team’s customer-centric approach to innovation, and their AI advancements.

Marketing 52

Marketing SaaS Enterprise Finance 52

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’. Amazon – ‘customer experience revolutionaries’.

Customer Experience 87

Customer Experience Advertising Banking Customer centricity 87

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. Not just Millennials, but most people these days spend an increasing amount of time on their smartphones (mobile usage in the UK alone increased to 68% in 2014 from 62% in 2013).

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

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. I am also remarkably proud of the difference I have personally made in the organisations I have worked for and continue to work with.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

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. I must apologise to the person I spoke to as soon as possible.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

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

ijgolding

JULY 19, 2016

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. However, if a customer takes the time to actually locate your contact details and describe an experience in great detail, I consider that some form of personal response is not too much to ask.

Customer centricity 75

Customer centricity Airlines Enterprise Personalization 75

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. Do they rave about your extended branch hours?

Banking 79

Banking Customer Experience Surveys Finance 79

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

C3Centricity

OCTOBER 1, 2019

The reason is that our customers may be satisfied, but they will never stay satisfied for long. Our customers may be satisfied, but they will never stay satisfied for long. I hope they inspire you to do the same and to aspire to exceed customer satisfaction whenever and wherever you can. Image source: Amazon.com.

Marketing 98

Marketing Customer centricity CRM Transportation 98

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.

Customer Service 97

Customer Service Banking Customer centricity Technology 97

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

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?" According to Wikipedia, it means an unwelcome person. Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company.

Customer centricity 64

Customer centricity Metrics Sales Customer Experience 64

CX Journey

NOVEMBER 14, 2014

It appeared on their site on August 12, 2014. Do you think there''s a little art and a little science involved when it comes to delivering a great customer experience? Art is soft skills, i.e., those things that lie within us, like personality, attitude, and professionalism. Art is the person, who you are, what’s within you.

Customer Experience 71

Customer Experience Scripts Metrics Customer centricity 71

PeopleMetrics

AUGUST 4, 2014

Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience. The 2014 Brand Ambassadors: The RHR International Team. Become More Customer-Centric Today.

Brand ambassadors 48

Brand ambassadors Customer centricity Feedback Consulting 48

Customer Guru

MARCH 22, 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.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Guru

MARCH 22, 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.

B2C 63

B2C Finance Customer centricity B2B 63

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Kayako

MAY 11, 2017

Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. They recognize, as we discussed, the importance of exceeding your customer’s expectations , and adding “bang” for their buck. You bought a typical gift for a typical person.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

Skybridge

APRIL 23, 2021

Several years ago, Annette Franz, the founder and CEO of CX Journey, wrote about 6 tools to ensuring that everyone involved in a brand’s success have a clear view and understanding of the customer. It’s the result of ensuring that every single person owns the brand promise and is invested in delivering on it. That is just not true.

Customer Care 52

Customer Care Customer centricity Customer Experience Sales 52

ijgolding

AUGUST 11, 2015

Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations? Regards, A very dissatisfied previous customer.

Customer Experience 88

Customer Experience Customer retention Accountability Customer centricity 88

Lumoa

JUNE 14, 2023

As per research, 79% of customers put as much weight on online reviews as they would on personal recommendations. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

Customer Guru

MARCH 7, 2018

She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. The primary differentiator of UAE Exchange is its customer-centric approach.

Customer Experience 60

Customer Experience Customer centricity Construction Benchmark 60

ijgolding

JUNE 25, 2018

Although I was not a customer of Enterprise in 2007, it is highly likely they were a shining beacon of customer centric behaviour back then. In 2014, I wrote: Throughout all of my interactions, Enterprise actually made me, the customer, feel as though I was actually a little bit important.

Enterprise 77

Enterprise Customer centricity Accountability Customer Experience 77

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. customers and publishing and speaking at conferences, getting into the field of. landing in the role of Customer Experience Manager. customer-centricity.

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

ijgolding

SEPTEMBER 24, 2014

I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys. Before I get started, I must reiterate (as I always do with every review) – this process is one that I have developed personally. You can read all of my Customer Experience Reviews here. Flight Details.

Customer Experience 98

Customer Experience Airlines Entertainment Calibration 98

Kayako

DECEMBER 6, 2018

When collected and implemented properly, customer feedback can help improve your product and the services that support it. Learning of how customers perceive your business is critical to building a customer-centric culture that strives to provide the best possible experience for prospects and customers alike.

Feedback 69

Feedback Surveys B2B Personalization 69

Tenfold - Contact Center Blog

JUNE 22, 2018

Chatbots enable banks and financial service companies to deliver efficient, personalized and responsive service to customers at a minimum cost. Chatbots are available 24/7, and are capable of matching customer queries quickly to solutions. Crafting an omnichannel experience for customers isn’t a new trend.

Finance 64

Finance Banking Technology Chatbots 64

Fonolo

APRIL 24, 2019

We went onsite to investigate their customer service practices and to see how they respond to such high-volume demands every day of the week. Every Customer Service Interaction Matters. Customer Experience Above All. Having an older computer dating back to 2014, it was definitely time for a change.

Contact Center 78

Contact Center Technology Customer Service Call Center 78