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. Time and Effort. Now that would be nice!

Report 229

Report Customer Experience Customer Centricity Fashion 229

ijgolding

NOVEMBER 24, 2015

Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Sprout Social (@SproutSocial) July 22, 2015. I’m lucky to have some conversations with smart people all across my industry.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Tricia Morris

DECEMBER 18, 2015

. • Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member. Nancy Friedman: Customer Service Keynote Speaker and Trainer. •

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. Today's blog assignment is to capture the essence of the day's keynote by CXPA Co-Founder and (former) Chair, Bruce Temkin.

Customer Experience 80

Customer Experience Hotels Insurance Effort Score 80

ijgolding

JANUARY 4, 2017

In the last two days, I have lost count of the number of blog posts articles that have been produced talking about this very subject – so I thought I would add another from my own perspective!! Let me take you through them one by one: Collaboration, collaboration, collaboration!

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time.

Customer Journeys 91

Customer Journeys Banking Chief Customer Officer Touchpoint 91

ijgolding

DECEMBER 19, 2016

It never gives me any pleasure to write about these things, yet I do in the hope that the organisations concerned (and others) learn from the experiences I share. I very much hope that senior leaders from Sky (British satellite broadcasting, on-demand internet streaming media, broadband and telephone services company) read this blog!

Feedback 120

Feedback Examples Survey Customers 120

Customer Bliss

MARCH 30, 2017

If you’re trying to solve for those issues, which many companies of the modern ecosystem are seemingly trying to do, then a customer experience lab might be a good bet. Inside the Wendy’s customer experience lab. Wendy’s opened their own customer experience lab, called 90 Degree Labs , in May 2015 in Columbus, OH.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

ijgolding

SEPTEMBER 29, 2015

However, for one group of Professionals in the UK, September now offers a completely different and more exciting prospect. September is the month where Customer Experience in the UK is celebrated – and celebrated in style. The 2015 UK Customer Experience Awards was a HUGE event.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

Bob Hayes

MARCH 21, 2016

These "ultimate criteria", often housed in company dashboards and tracked over time, help guide executives' decisions on ways to improve the quality of the customer relationship. One unstated assumption we make as customer experience professionals is that customers' attitudes are amendable to change.

Metrics 40

Metrics Customer Satisfaction Study B2B 40

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Since Temkin Group labelled 2015 as the Year of the Employee for customer experience, we carried that theme into our CX Day 2015 activities.

Customer Experience 120

Customer Experience Infographics eBook Customer Experience Professionals 120

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers.

Omni-Channel 80

Omni-Channel Customer Experience Customer Journeys Retail 80

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. By Steve Offsey. email, SMS, outbound call) when they reached a defined point in their journey.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40