Beyond Philosophy

JUNE 9, 2015

Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. O’Leary and others said the AGB program is transforming their Customer Experience, service and the way they treat Customers. But I am skeptical—not that I would know personally.

Airlines 344

Airlines B2C Surveys B2B 344

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. But what does it mean to make personalization more personal? engagement with the customer. This can be applied to marketing, sales, and customer support.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

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. Personalisation. Described by Nunwood as – being trustworthy and engendering trust.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. As Aagaard points out, which gym a person joins is often driven by where the gym is. 4 September 2014. <

Consulting 304

Consulting Consulting Customer emotions Morale 304

CSM Magazine

NOVEMBER 18, 2024

CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity. Founded in 2014, PSG operates out of offices in Boston, Kansas City, London, Paris, Madrid, and Tel-Aviv.

Customer Experience 52

Customer Experience Healthcare Enterprise Chatbots 52

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

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

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. Trying to go for a whole new experience at one time is tough to convince any person of, especially a customer that likes the status quo well enough.

Airlines 218

Airlines Metrics Customer Experience Personalization 218

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 Consulting Consulting 498

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.

Journey mapping 66

Journey mapping Customer Experience Advertising Big data 66

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.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.

Personalization 136

Personalization Engineering Construction Transportation 136

Beyond Philosophy

MAY 10, 2016

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. The video chronicled customer reactions to the deeply personal and emotional response to the unexpected gifts they received through a TD Bank promotion.

Marketing 186

Marketing Banking B2C Consulting 186

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

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 Personalized Email Automation. The ability to send personalized emails to prospects and customers on contact lists is another desirable feature in a CRM. The global CRM market grew 12.3

CRM 108

CRM Customer Experience Social media contact Sales 108

PeopleMetrics

AUGUST 1, 2014

Like a lot of other food-lovers I follow my favorite chefs and personalities on Twitter. That person gets followed. When celebrity chef Alton Brown , host of Food Network show “Good Eats” , recently had a run-in with his internet provider Comcast Cable , my passions for food and customer experience overlapped.

Feedback 120

Feedback Morale Customer Experience Personalization 120

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

Beyond Philosophy

JUNE 28, 2019

The more established a person is, however, they are less likely to participate in symbolic self-completion. In some ways, it is like watching yourself as if you were another person make a choice and then drawing a conclusion about how you feel about it. Can you enhance the Customer Experience by emphasizing self-perception?

Sales 261

Sales Customer Experience Personalization Consulting 261

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

Beyond Philosophy

FEBRUARY 25, 2016

As many marketing and public relations consultants, academics, economists, and business writers have observed, today we’re living in a reputation economy, where trust and customer experience – even more than product or service features – are coin of the realm, as real as legal tender. In January, 33% of U.S.

Banking 199

Banking Consulting Consulting Advertising 199

HGS

OCTOBER 30, 2014

What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience. 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

ijgolding

NOVEMBER 17, 2016

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

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

ijgolding

JUNE 22, 2015

For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. What people say and see online has transformed the way we make decisions – and the way in which companies determine and design their customer experience strategies.

Personalization 83

Personalization Feedback Customer Service Customer Experience 83

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

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. Trying to go for a whole new experience at one time is tough to convince any person of, especially a customer that likes the status quo well enough.

Airlines 150

Airlines Metrics Customer Experience Personalization 150

ijgolding

AUGUST 18, 2014

The majority of readers of this Customer Experience Review are likely to have hired a car. I say that stories like these ‘almost’ saw me lose faith – and I say ‘almost’ as my experience with another rental company last week has gone a long way to restoring it. 15th August 2014.

Enterprise 108

Enterprise Customer Experience Benchmark Customer Service 108

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 170

Coaching Customer Experience Customer centricity Employee engagement 170

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.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. The rise of social media and increasingly demanding customers has changed all of this. The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. These are: 1.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences. You can read all of my Customer Experience Reviews here.

Customer Experience 98

Customer Experience Airlines Entertainment Calibration 98

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. Today’s trends are all about personalization with a twist. It’s a matter of when companies are ready to roll out a new system where customer experience rules all.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

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? As I thought about how this relates to customer experience, I decided to differentiate art and science a bit further. Art is warm and personal.

Customer Experience 71

Customer Experience Scripts Metrics Customer centricity 71

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. What they/we expect from a pub is on the whole different in 2014 to 2002. We expect the experience we have in a pub to meet and sometimes exceed our expectations. 30th July 2014. By 2012, the number had declined to 49,433. How will it fare?

Customer Experience 80

Customer Experience Customer retention Government Personalization 80

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

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. They are attuned to customer and client needs. Brand Ambassadors also build relationships with their customers.

Brand ambassadors 88

Brand ambassadors Customer centricity Banking Feedback 88

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