The Role of Digital in Customer Experience, by Sandeep Kuvvarapu
MARCH 22, 2017
The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. and Pepsi Co. billion in USA and $ 300.00
Customer Journey Management – it’s not just about the mapping!
FEBRUARY 6, 2017
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. A collage of customer journey maps! Some are simple. Some are complicated.
Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions
MARCH 20, 2017
In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is important to stress that the ‘tips’ are in no particular order – tip number four is no less important than tip number one – although all the tips are connected to each other in some way. It absolutely did.
The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?
NOVEMBER 29, 2016
As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826. your right arm out. In, out, in, out, You shake it all about. You do the Hokey Cokey and you turn around.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
What makes the the worlds #1 Customer Experience brands?
MARCH 24, 2015
As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […]. Customer retention and loyalty CX Professionals CX Strategy # 1 Customer Experience Brands air new zealand Amazon apple bmw boden corporate attitude customer experience Disney First Direct John Lewis mercedes Starbucks
Customer Experience: The Differentiation Battleground
OCTOBER 17, 2016
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life. Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end. We have both accepted that the time has come to find a replacement. Spot the difference!
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. I say that they are becoming increasingly visible – in reality, organisations have been throwing them all around like ‘confetti’ for many years now. Customer Services is NOT Customer Experience. Wrong!
CUSTOMER CULTURE: How does it drive future business performance?
AUGUST 9, 2016
I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. Those of you who may have read some of my articles will know that whilst I will agree with as many perspectives as I may disagree, I am always fully comfortable respecting the opinions of others. appeared first on IJ Golding.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
Customer Experience Design: 3 essential (design) skills for creating a great customer experience
OCTOBER 28, 2015
One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches. Empathy. Insights.
Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!
MARCH 13, 2017
Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T. Apart from it being in my genes….
Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call
MAY 25, 2015
I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. This enables me to continue my path on a never ending journey of insight and learning. this jumps to 32 percent. Winning back a customer IS NOT EASY! About SDL.
Customer Experience Commitment – 2016 Customer Centricity Research Findings
JUNE 14, 2016
When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer! So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. So there is no better way to find out than to ask the question. We will find out exactly why in a moment.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
7 Top Tips to Create a Customer-Centric Culture
NOVEMBER 22, 2016
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Any ‘concept’ that becomes something requiring methodologies, approaches, tools and techniques, also requires the need for people to understand how to use, deploy and embed them.
‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report
OCTOBER 21, 2014
‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The reason why I think the quote is so apt is because I personally agree very much with its sentiment. Personalisation. Expectations. Time and Effort. Integrity.
Find, Win, Keep: A simple customer centric business strategy
JULY 27, 2016
I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis. As well as being a big believer in the principle of ‘simplicity’, I am also an advocate of ‘shamelessly stealing’ ideas that make sense to me. One organisation that has had a dramatic effect on influencing my career is General Electric (GE).
‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015
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. If you can remember what you were doing on the 30th December 2013 you will know what I mean! Tesco.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
The cost of NOT focussing on Customer Experience
FEBRUARY 20, 2017
Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? You can read more about the story here ). Take a second to digest that information.
How to spectacularly fail your customers and damage your brand – by British Airways
JULY 18, 2016
Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to the places I do and want to apologise to those who tire of reading about my highs and lows around the world.
Mystery Shopping Programmes – great in reality or just in theory?
JANUARY 27, 2016
I consider myself remarkably fortunate to do the things I do. One of the great pleasures of interacting with so many organisations is that I get to meet some amazing people… some amazing leaders. Many of you will have heard or read about my Grandma – Pauline Golding. Those of you who have not, you can read about this amazing lady here! Anyway, getting back to the land of living.
Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle
OCTOBER 3, 2016
As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often, the use of both come across as either patronising, irritating, or indeed both!! That being said, in reality, I am actually as guilty as using them to get a point across as anyone else! How many customer segments should we have? I could go on.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
Why 2016 should NOT be ‘the year of the customer’
JANUARY 4, 2016
As fireworks lit up the night sky all around the world to welcome in another new year, millions of people were already deciding to commit to resolutions for the coming twelve months. Some resolutions were related to personal health and well-being. Some were financially related. Almost all of them will signify goals or challenges that must be met and overcome. It is not that complicated!
Voice of the Employee (VOE) – Would you give your employees a seat at the board table?
SEPTEMBER 26, 2016
I have been in the world of work since 1995. Akin to bringing up children, it is quite amazing how time flies!! When I left University all those years ago, I had little idea where my path of employment was going to take me. Today, as the master of my own destiny (a business owner), I often look back at my years as an employee with a real mixture of emotions. I thought the decision was fascinating.
Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)
OCTOBER 16, 2014
This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted – you can read that particular story here. Since I wrote that story, I have used a number of alternative car hire companies in my home town of Chester.
Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals
JUNE 9, 2015
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. No one person has the ability to transform a business. Problem solving skills.
7 Steps to Elevate Your Customers' Experience
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
How NOT to ask for customer feedback: a shocking example from Sky TV
DECEMBER 19, 2016
Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!), every now and then, something happens to me or someone in my network that doesn’t just surprise… it shocks. Sadly, I am not alone.
I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!
SEPTEMBER 29, 2015
The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn starts to knock on the door. Christmas decorations are prominently displayed in stores all across the land. However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. This year did not disappoint.
Customer Experience – Fact or Fiction?
JANUARY 15, 2016
Over the last few years, many experienced business people all over the world have been working hard to create, nurture and develop a brand new profession. Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. it deserves. In 2014, the CXPA launched the first ever Professional Qualification in CX – yes….that that is right….professional
How to Make Customer Experience a Priority for the Whole Company
DECEMBER 22, 2016
In my exclusive column for CustomerThink last month, I shared my “ top tips ” for creating the right culture to enable an organisation to become genuinely customer centric. For the next few months, I am going to explore each one of my seven tips in a little more detail, starting with tip number 1 – how to make Customer Experience a priority for the whole company. Consider the following: 1.
What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience
NOVEMBER 9, 2014
If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience. This changed when I was directed to a story you will shortly read.
Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?
JANUARY 19, 2016
I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world. Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles – are very much led by US based organisations first. Customer Experience – as a concept…. as an idea…. without even knowing it!!!
Heart or head first? Which is more important in driving great Customer Experiences?
FEBRUARY 23, 2016
One of my Fathers most memorable quotes when I was a young boy was ‘engage your brain before opening your mouth!’ ’ – I am unlikely to be the only adult who was given this type of advice in their youth! Talking from the heart; saying what I want to say; saying what I believe in; has always been hard-wired in to the way my brain works. You can read the full review here.
Customer Experience in 2017 – Collaborate, Educate, Simplify and Focus!
JANUARY 4, 2017
New Years Resolutions. Three simple words – simple words that many people all around the world have uttered at some point in their lives! As we usher in a new year, it is the perfect occasion for everyone to consider what they could/should/need to do differently in the forthcoming days, weeks and months. This is not to say that EVERYONE will find it impossible to stick to a resolution.
‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!
AUGUST 4, 2015
The summer holidays are upon us. Fabulous Food. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones – exactly what should be used when thinking about a time every year that we most look forward to. Can we afford it? How we will keep the kids amused? The packing!!