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. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.

Customer Experience 85

Customer Experience Customer centricity Personalization 85

ForeSee

NOVEMBER 19, 2014

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report , a multichannel, customer experience study that will be published in mid-December.

Multichannel 86

Multichannel Surveys Customer Experience 86

ijgolding

OCTOBER 31, 2014

Whilst there was not a focus on what life was like for the consumer, it is impossible for me not to consider the impact of Customer Experience – whatever the era!! Two years on, I am continually reminded about our Turn Back Time experience as commemorations for the start of World War I increase in visibility.

Transportation 92

Transportation Scripts Customer Experience Personalization 92

Win the Customer

APRIL 2, 2015

Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The result […].

Customer Experience 139

Customer Experience Accountability Technology Customer Service 139

ForeSee

DECEMBER 29, 2014

Today’s release of The Answers™ Experience Index (AXI): 2014 U.S. Retail Edition marks the 10th year we’ve been using ForeSee’s proven customer experience measurement methodology to report on the current state of the retail customer experience during the holiday shopping season.

Multichannel 63

Multichannel Customer Experience 63

Win the Customer

MARCH 18, 2015

Customer experience management can be a long term disaster for organizations that have been subjected to a data breach causing leaks of critical customer information and loss of customer trust. Customer Experience Management Technology'

Customer Experience 129

Customer Experience Technology Management 129

Customers That Stick

DECEMBER 11, 2014

Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season.

Customer Experience 160

Customer Experience Surveys 160

Cisco - Contact Center

FEBRUARY 1, 2021

In this webinar, you’ll hear from Omar and Sheila on five essential elements that contact centers need to deliver to compete in this experience economy: The ability for customers to connect when they want, how they want. End-to-end visibility on customer experience interactions with your business. Learn More.

Contact Center 107

Contact Center Transportation Customer Experience Wireless 107

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. (Source: Brian Manusama, Gartner.com ).

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

NOVEMBER 17, 2014

As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged. The fact is when employees are happier, so are your Customers. On the other hand, Google has great employee engagement.

Employee engagement 410

Employee engagement Customer Experience Management 410

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Further, they are principally macro measures, and limited as enablers for taking detailed, granular experience action.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Beyond Philosophy

FEBRUARY 2, 2015

Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. 16 December 2014. < 16 December 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In 2014, an essay in the Journal of the Royal Society of Medicine showed that while 62% of citizen’s in the UK said they were willing to donate organs, only 31% were on the actual registry. 2014): 56–60.

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Callminer

MARCH 13, 2014

With customer experience management more important than ever, customer satisfaction has become an area of focus. Here’s a look at 3 best practices to establish call center customer-centricity.

Customer centricity 182

Customer centricity Call Center Best practices Customer Experience 182

Win the Customer

FEBRUARY 27, 2014

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more. Business Customer Experience Customer Service Technology'

Customer Experience 100

Customer Experience Technology Sales Customer Service 100

Vonage

MAY 25, 2016

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. It’s the experience. How to future-proof your contact center technology and find your competitive advantage.

Customer Service 63

Customer Service Education Contact Center Customer Experience 63

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Consulting 403

Consulting Consulting Customer Experience 403

Customer Guru

JULY 10, 2018

What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers. What is Social Media?

Customer Experience 115

Customer Experience Advertising Engineering Feedback 115

CSM Magazine

DECEMBER 13, 2022

While migrating to Encoded solutions was driven by our requirement to comply with the latest payment standards, including SCA, there is no doubt that we have seen benefits both to our customers in terms of service and our agents with a single easy to use platform to help provide the best customer experience.

Customer Experience 52

Customer Experience Finance Government Interactive Voice Response 52

ijgolding

SEPTEMBER 24, 2015

During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience.

Customer Experience 87

Customer Experience Advertising Banking Customer centricity 87

Customer Interactions

JULY 7, 2015

Customer experience is more important than ever. Companies are realizing that creating and delivering an exceptional customer experience, one that is unmatched by the competition, is the key to gaining a competitive edge and the continued satisfaction and loyalty of the consumer.

Customer Experience 28

Customer Experience 28

Quadient

DECEMBER 16, 2021

A new era in government-sector customer experience. As a customer experience (CX) practitioner, I was surprised to find that an Executive Order (E.O.) This ushers in a new era of government customer experience. Executive office customer experience order: what it is. Andrea Haughton.

Government 52

Government Customer Experience Best practices Healthcare 52

3CLogic

APRIL 9, 2020

From 2014 to 2018, Amazon sold 100 million Alexa-powered devices. Viewing the management of customer inquiries as an unfortunate business necessity lead to cost-cutting initiatives such as the offshoring of call centers in foreign locations. This reflects the resilience of voice technology as a means of communication.

Customer Experience 80

Customer Experience Interactive Voice Response Wireless Call Center 80

Beyond Philosophy

SEPTEMBER 28, 2016

Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. When it comes to Customer Experience, how we feel is a critical part of it. Not even because Verizon is buying them for $4.8

Accountability 419

Accountability Big data Sales Consulting 419

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. percent from 2014 to 2015, from $23.4 The post 5 CRM Features Your Company Needs To Recharge Customer Experience appeared first on Win the Customer! The global CRM market grew 12.3 billion to $26.3

CRM 108

CRM Customer Experience Social media contact Sales 108

ijgolding

DECEMBER 11, 2014

Having flown with a variety of airlines, I wanted to know if Norwegian ‘felt’ like any other airline or if it really did deliver an experience that I would actually remember for positive reasons – how would it compare with others? 11th December 2014. Let the review commence! Date Review Conducted. Flights Experienced.

Airlines 110

Airlines Customer Experience Self service Personalization 110

SharpenCX

APRIL 22, 2020

They’ve continuously innovated to reshape their CX and remove effort for their customers, providing leading examples of how to build a good customer experience. So since 2017 , they’ve been building what they deem “the next evolution of customer experience.”. Customer loyalty programs. CVS knows this.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

ijgolding

NOVEMBER 21, 2014

The 3rd July 2014 was a significant milestone for me and my career. On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers.

Customer Experience 83

Customer Experience Personalization 83

Satrix Solutions

MARCH 12, 2019

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. But it’s not enough to simply implement a few static customer service policies and call it a day. Suddenly, the mindset shifts from providing a good experience to just trying to keep up—and customers take notice.

Customer Experience 60

Customer Experience Surveys Customer centricity Feedback 60

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. Wows and Woes Study.

Banking 79

Banking Customer Experience Surveys Finance 79

ijgolding

JANUARY 5, 2015

Delivering great Customer Experiences – consistently – is all dependent on an organisations ability to repeatedly and continually evolve/adapt/change/transform (delete or include as appropriate). For me, this is the bit that requires a structured, fact based approach to Customer Experience.

Customer Experience 93

Customer Experience 93

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Consulting 297

Consulting Consulting Customer Experience Feedback 297

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. The post Customer Experience Professionals: Why We Do What We Do appeared first on IJ Golding.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. 5 Ways to Make a Great Impression on Your New Customer Airline Safety Videos: Changing Customer Behavior—for the Better! 10 August 2014.

Airlines 296

Airlines Consulting Consulting Metrics 296

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #2: The Return of a Strong Economy Threatens a Customer Experience (CX) Focus.

Customer Service 418

Customer Service Customer Experience 418

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. I was wrong.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

Beyond Philosophy

JANUARY 16, 2015

The end of 2014 was really busy. We always tell our client that having a great Customer Experience is a journey, not a destination. That’s because the standard for what makes a great Customer Experience is always changing along with the expectations of your Customers. appeared first on Beyond Philosophy.

Customer Experience 381

Customer Experience Marketing Management 381