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Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

ijgolding

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. The major cause of this bizarre scenario is (in my opinion) a significant lack of communication between leaders of organisations and their employees.

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Communication — Essential to Creating and Sustaining a Customer-Centric Culture 

ijgolding

The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If Communicating the Customer Experience needs to be continuous, innovative and engaging.

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Actioning Customer Feedback: The Secret to Turning Difficult Customers into Loyal Advocates

C3Centricity

In the case of the 2010 recall, due to accelerator pedal issues, Toyota swiftly communicated with affected customers, provided fixes, and introduced enhanced safety measures. This is a great example of exceeding the customer’s expectations, creating even greater delight.

Feedback 226
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Blue Ocean Promotes Amy Bennet Roach to Vice President, Sales and Marketing

BlueOcean

Amy joined the Blue Ocean team as Communications Manager in 2010, bringing with her a wealth of experience in marketing, advertising, communication, and public relations. In 2015, Amy was promoted to Director, Marketing and Communications, and then Director, Sales and Marketing in 2018.

Sales 156
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Next-Gen Unified Communications & Collaboration is All About Convergence

Avaya

The platform delivers real-time notifications across every fathomable communication channel so that users are always in the know (think simultaneous ring on steroids). In 2010, the idea was comical. In 2018, a dose of reality as organizations work to improve communications as a critical driver of digital transformation.

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How Utilities Can Use Digital Communication to Fix a Fractured CX

CSM Magazine

When it comes to providing that kind of experience, the best place to start is with customer communications. Digital communication is vital. Ultimately, the best place to make an impact in CX is in digital customer communication. Furthermore, tone, branding and general approach should be consistent across communications.

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Awareness Isn’t Enough, It’s Time To Change Behaviors

Forrester's Customer Insights

I am thrilled to announce my latest research, “How To Manage The Human Risk In Cybersecurity” It’s research I’ve been leading and evolving since 2010, changing my mind about the title with each refresh to reflect the times.