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

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

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

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 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

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

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

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

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

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

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

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

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 296

Airlines Consulting Consulting Metrics 296

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

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. The post Power Countless Customer Experiences with inContact appeared first on inContact Blog.

Customer Experience 48

Customer Experience Contact Center contact center solutions Personalization 48

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

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

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

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 385

Coaching Consulting Consulting Customer Experience 385

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

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

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

Customer Experience 82

Customer Experience Chief Customer Officer Chatbots Technology 82

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

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. 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.

Customer Experience 60

Customer Experience Customer centricity Construction Benchmark 60

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 121

Feedback Morale Customer Experience Personalization 121

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. As I told them – I will not be staying with them again.

Airlines 65

Airlines Customer Experience Management Marketing 65

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

Comm100

FEBRUARY 19, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Chat Away in 2014.

Benchmark 40

Benchmark Surveys Technology Customer Service 40

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

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

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

Talkdesk

MAY 3, 2016

Hello again, customer experience innovators. You’ve landed on Talkdesk’s weekly review of valuable content related to the customer experience. Customer experience has become increasingly important as a way to promote the acquisition and retention of customers. Customer Communications Insights.

Customer Experience 40

Customer Experience call center software Call Center Personalization 40

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. in 2014, $3.7 When customers aren’t happy, there’s often significant damage done.

Customer Experience 48

Customer Experience Sales Marketing Accountability 48

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. in 2014, $3.7 When customers aren’t happy, there’s often significant damage done.

Customer Experience 48

Customer Experience Sales Marketing Accountability 48

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