Mini USA Takes the Customer Experience

Who's Your Gladys?

It’s all about the customer experience. Kyle’s first car, purchased just a few short years ago, is a 2004 MINI Cooper S. The post Mini USA Takes the Customer Experience appeared first on Who's Your Gladys?

7 Examples of Survey Bias and How to Minimize It


Survey bias is the tendency for some extraneous factor to affect survey results in a general, systematic way so the that results are “pushed” or “pulled” in a specific direction that is different from the target population as a whole (Alreck & Settle, 2004; Fowler, 2013).

5 things businesses should (but don't) know about using Facebook Messenger for Business


It employs thousands upon thousands of seriously talented people and has a valuation in the hundreds of billions having only been founded in 2004. Facebook Messenger Customer ServiceFacebook is an amazing company.

Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.

How to Create a Successful Customer Loyalty Program

Michelli Experience

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news.

Customer Experience Professionals: Why We Do What We Do


BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. The knowledge that we’re making the world a better place for customers.

2014 Customer Champions: Lifting Sights, Visions, and Standards

Think Customers

Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement Marketing Voice of the Customer 20141to1mediacustomerchampions 2014customerchamps customerexperience

Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service


In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively. The post Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service appeared first on Talkdesk.

Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics.

Find, Win, Keep: A simple customer centric business strategy


When you consider I left GE in 2004 – over twelve years ago, that is an impressive fact. Gary’s probing went as follows: ‘What is our strategy to sustainably FIND new customers?’ I would have to pay significantly more to upgrade than if I were a new customer.

4 Ways AI Will Transform Customer Experience

Provide Support

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. AI is taking over customer service department in a big way. (.). Articles AI artificial intelligence customer experience CX

How to Stop Your Customers From Leaving You


Hot on the heels of our popular webinar , I’ve distilled down our best 5 tips covering how to stop your customers from leaving you. Make a customer, not a sale. Defining the ideal customer is critical for getting them in the door and then, crucially keeping them.

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How customer intelligence software helps companies fight the survey epidemic

Vision Critical

Every customer interaction, no matter how trivial, triggers a survey,” he grumbles in a recently published article. “If Surveys, according to Miller, are a clunky, outdated approach to determining sentiment and aren’t in tune with the behaviors and attitudes of customers today.

Survey 181

Delivering Quality Customer Service to Disabled Passengers

CSM Magazine

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. Customer Service Articles

It’s time to stop giving people Net Promoter Score® targets


Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Best Practices Customer Feedback Net Promoter ScoreActually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe.

Company-Wide Commitment Is Needed to Lead Customer Service Innovation

CSM Magazine

Continuing with our special Customer Service Week series, OmniServ’s Samantha Saunders argues that to lead customer service innovation in an industry, you need commitment across the board. Leadership: Championing customer service. Customer Service Articles

What Customer Emotions Drive the Most Value

Beyond Philosophy

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. That was in 2004. We discuss what we found in our research on this episode of The Intuitive Customer.

4 Principles for a Great Customer Feedback Program

CSM Magazine

If you want to deliver great customer service, you need a sold customer feedback program – one that’s based on the 4 principles outlined here. Is your goal to deliver great customer service? More importantly, your customers appreciate your ambition too!

Working in Partnership to Deliver Enhanced Customer Service

CSM Magazine

When it comes to customer service, the most obvious area where trust comes into play is the relationship between the service provider and the consumer – or, in the case of the air travel industry, between airline and passenger. Customer Service Articles

Deliver Better Customer Service by Breaking Down Internal Barriers

CSM Magazine

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery. Customer Service Articles

The Power of Classroom Learning

Horizon CX

Now let’s take this to the current state of learning around the Customer Experience discipline. However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable.

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Episode 2 – The Impact of Your Corporate Core Values on the Customer Experience - Transforming the Customer Experience

Kristina Evey

Understand that your staff will have to FEEL, EXPERIENCE, and BELIEVE this culture for them to accurately execute the desired experience to your customers. The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. How is the engagement between leaders and staff, staff and customers?

So Many Customer Experience Lessons – So Little Time!

Michelli Experience

Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines. Here are three quick examples of customer experience lessons just waiting to be plucked from recent news stories: Only one Blockbuster Video store remains.

3 Customer Experience Stories (From Companies Not Named Starbucks) That Will Inspire Your Company to Deliver Better Customer Service

Michel Falcon Experience

If you know of a great customer experience story please share in the comments section of this post. I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers.

How to engage millennials for customer insight and marketing

Vision Critical

Depending on what expert you talk to, this generation could be anyone born from 1982 to 2004 or from 1980 to 1995. And with the ubiquity of mobile, Millennials expect a seamless customer experience regardless of the device they‰’re using. ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT.

Heart or head first? Which is more important in driving great Customer Experiences?


Empowering people to use their hearts AND their heads, can have an immensely powerful effect on not just the employee – it also has an immense effect on the experience that customers will have in interacting with them. Which is more important in driving great Customer Experiences?

Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Chat

The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. This is the lukewarm group of customers.

The Government orders full Whirlpool tumble dryer recall – at last!

Helen Dewdney

Some 750 fires have been reported involving Hotpoint, Indesit and Creda tumble dryers during the period 2004 and 2018, including three injuries. All machines affected were manufactured between April 2004 and September 2015. The end of the spin cycle?

5 Challenges to Proactive Customer Success


The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. Fast forward to today, every SaaS company has a Customer Success team of some flavour.

Recognizing Great Staff Performance Is Key to Improving Service Quality

CSM Magazine

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. That’s an industry and government definition; to us they are part of our valued customer base.

Timeless Tuesday: Be Generous


While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. As published in Focus: Customer by Lior Arussy, 2004.

Amazing Business Radio: Martha Brooke


How to Get the Most Out of Your Customer Feedback. Customers don’t give honest feedback out of fear of potential repercussions. One reason customers give positive ratings after negative experiences is that they don’t want to feel like they’re punishing someone.

Make the Experience Faster and More Personal

Michelli Experience

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer and employee experience.

Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?


How do you approach customer happiness in your company? But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. CCO stands for Chief Customer Officer.

Which is more integral to success: Digitization or customer experience?

CX University

Keeping your customers happy is the more direct source of value. Customer Experience Drives More Return than Digitization. If you are a numbers person, then look at the difference in impact between technology and customer satisfaction.

A Conversation about Oracle’s’ Chief Customer Officer Experience, With Jeb Dasteel – CB015

Customer Bliss

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle.

Customer loyalty: how to seduce customers


Some people think that customer loyalty is a relic of the past. There is only one thing that has changed: the way customer loyalty can be gained. You can come out with the most brilliant idea of bonding customers to your brand, but if you forget about basics, it’s not going to work out.