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CEMantica – turning sticky notes into actionable insights

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For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey.

Customer Journey Mapping – Are ‘Static’ Maps a Waste of Time and Money?

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Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle

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Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that.

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

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I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 AD, Chester is one of the best preserved walled cities in Great Britain.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Taking Ownership – key to the success of your approach to Customer Experience

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As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the month of September is an annual signal of impending change. Whilst most human beings see the 1st January as their annual calendar moment to make commitments (often hollow!),

Introducing Unforgettable: a CX Video Series from Oracle Customer Experience

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If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer. As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX.

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The importance of customer culture – an interview with Chris Brown

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This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

The Human Experience (HX) – the result of all other experiences

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There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.

The lost suitcase – the sad reality of customer experience evolution

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According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

What makes the the worlds #1 Customer Experience brands?

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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 […].

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NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

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The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has become used all over the world and few organisations fail to ask their customers this question in one form or another at some point in the organisation/customer interaction.

Is your organisation interconnected? The employee – customer chain

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I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over the last 6 years will hit the 40 mark. However, whilst I will never take for granted how lucky I am being able to travel around the globe, it is not quite as glamorous as you might think.

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With customer experience design, functional is good. But don’t stop there – by Beth Richardson

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“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

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Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. But let them down and your revenue shrinks instead. Knowing what to do is seriously valuable. So with the future health of the business at stake, it’s worth knowing how to keep each customer, and that’s where customer feedback comes in.

Customer Journey Management – it’s not just about the mapping!

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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.

The future of VOC measurement – don’t let organisations do it themselves!

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When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life. Whilst I will not bore you with my personal opinions on staple subjects such as politics (especially in the shadow of Brexit!!) or religion, I will always share my opinions on my favourite subject of all – my vocation – CX!

7 Top Tips to Create a Customer-Centric Culture 

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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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Why a VOC program is vital to your B2B business – by Kimberly Holbrook

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In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure.

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Customer Experience: The Differentiation Battleground

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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. In looking for a new car, we identified a small number of criteria: Seven seats.

‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?

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Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time? . Whilst this is not the opening line to a bad joke, I can already anticipate your ‘snorting’ and ‘chuckling’ from here! ‘A right royal pain in the butt’, is most likely to be the response that immediately springs to mind. You would not be too far off the mark.

Customer unhappiness and how to create it. A masterclass by Emirates

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Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and inhumane treatment of people – the very people who hand over large sums of money to use their products and services.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Customer Experience Design: 3 essential (design) skills for creating a great customer experience

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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. Process improvement methodologies and discipline. Customer journey mapping and touchpoint analysis.

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

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The word ‘disruption’ is one of the most commonly used with reference to business and commerce around the world today. It des not matter which industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded – whether it be as long as one hundred years ago, or as recently as ten years ago.

So What?! There are plenty more customers where he came from!

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Since I published my new book at the end of April , I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! In fact, so much is happening in industries around the world, I and other CX commentators have been spoilt for choice.

Customer Experience: Can We Fix It?

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As anyone with young children will attest, the well-known TV character ‘Bob the Builder’ is best known for coining the phrase ‘can we fix it?’, ’, followed by the cry of ‘yes we can!!’ ’ True to these words, Bob and his trusty sidekicks, Scoop, Roley and Dizzy (among others), do indeed fix things. So what (I hear you think to yourselves) has a child’s cartoon got to do with the subject of Customer Experience?

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!

What really makes customers happy?

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Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. I am sure you can add more to the list!

Engaging your people with CX: Introducing the Customer Experience Game

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A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

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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! If you are not fond of an analogy, then I suggest you spend the next five minutes of your time doing something else!!

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe

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Over the last few years I have become a bit of a ‘closet geek’ when it comes to dictionary definitions! It is not often that you choose to pick up a dictionary (or search online these days) to discover the true meaning of a word, but I am becoming increasingly drawn to needing to know the depth to words that trip off the tongue all too easily. Authenticity is a word that I hear people using a great deal – I use it a lot myself.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

Ignorance, Disbelief and Failure – lessons in how NOT to lead from the Orient – Leyton Orient!!

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One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had achieved remarkable things through strong, committed, innovative, focused and inspirational leadership. I was using this organisation as a model example of how leadership can deliver success to a business and inspire its employees and ‘customers’ to become even stronger advocates or ‘fans’ of the organisation.