ijgolding

MAY 11, 2016

It is impossible to go online these days without seeing some form of ‘customer driven measurement’. As someone who passionately believes in organisations making money by being consistently brilliant at fulfilling their purpose, ever increasing transparency is a fantastic evolution in the world of Customer Experience.

Measurement 120

Measurement Customer Experience Company Banking 120

Quadient

DECEMBER 16, 2021

A new era in government-sector customer experience. As a customer experience (CX) practitioner, I was surprised to find that an Executive Order (E.O.) This ushers in a new era of government customer experience. Executive office customer experience order: what it is. Andrea Haughton.

Government 52

Government Customer Experience Multi-Channel Healthcare 52

CSM Magazine

OCTOBER 15, 2019

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). But today’s customer expects much more. Thanks to their interactions with service providers in other industries, people expect their utilities to provide the same seamless experience they encounter elsewhere.

Communication 40

Communication Retail Study Innovation 40

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Only 29 out of 68 (about 43%) of respondents say their businesses have established a customer success program.

B2B 199

B2B Conference Metrics B2C 199

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. One of the early pioneers in CRM software was ACT!

Technology 59

Technology Chatbots Call Center Social Media 59

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Contact Center 136

Contact Center Gamification Management Social Media 136

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you.

Customer Service 90

Customer Service Retail Interaction Hospitality 90

ijgolding

DECEMBER 9, 2014

When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. A few years ago (I think it was 2010), I purchased a pair of Converse trainers from online retailer JD Williams. It is all part of developing ongoing relationships with customers. Sadly, JD Williams did not.

Hotels 212

Hotels Customer Retention Retail Communication 212

CX University

FEBRUARY 6, 2018

This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. of GDP (US Census, 2010). Rising to the Customer Experience Challenge. Nowadays, large corporations are trying incredibly hard to walk in their customers’ shoes. Produce 44.5%

Customer Experience 71

Customer Experience Feedback Customer Centricity Loyalty 71

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Service Untitled

MARCH 3, 2010

Service Untitled The blog about customer service and the customer service experience. Some were more “traditional&# and featured people talking about customer service while some of the others were more upbeat and engaging. Like last year, I want to do a brief writeup on the companies and the process.

Video 41

Video Exercises Consulting Culture 41

CX Centric

FEBRUARY 11, 2021

The first project I took over in 2010 was over 1 year late, and still hadn’t been delivered. 2010 was the first time I attempted to deliver a project using an Agile Methodology known as Scrum. Amongst other things, agile focuses on early and regular delivery of value to customers. Again I propose a ‘Customer Centric’ culture.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

ClearAction

DECEMBER 11, 2016

An out-of-tune piano or violin may be one of your most vibrant memories of a poor user experience. And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. Business results are correlated with coordination of customer experience management methods.

Customer Experience 48

Customer Experience Net Promoter Score How To Effort Score 48

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

How To 243

How To Social Media Analysis Feedback 243

CSM Magazine

FEBRUARY 28, 2023

As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? In this article, we’ll look at the importance of preparing for Generation Zalpha’s needs, and how businesses can make sure that their customer service is ready for them.

Customer Service 52

Customer Service Social Media Entertainment System 52

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. Service is a big part of that.

Meeting 176

Meeting How To Airlines Virtual Agent 176

Gainsight

JANUARY 18, 2024

Focus on customer experience. It’s so important today that, according to a 2023 Super Office study, customer experience is now the primary focus to beat out the competition for more than two-thirds of companies—up from only 36% in 2010! Organizations have turned to customer experience to stand out.

Touchpoint 52

Touchpoint Advertising Study Customer Journeys 52

Service Untitled

FEBRUARY 26, 2010

Service Untitled The blog about customer service and the customer service experience. Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates. Their philosophy of “happy employees&# has brought in more customers.

Exercises 41

Exercises Customer Satisfaction Policies CRM 41

CSM Magazine

APRIL 20, 2023

Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, has shared it has been investing in its customer feedback programme to drive growth in the emerging Underfloor Heating market.

System 52

System Feedback Healthcare Insurance 52

Storyminers

FEBRUARY 17, 2021

We need a more citizen-centered approach, and it turns out that Customer Experience Thinking can help. Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. Akos : I agree.

Groups 147

Groups Government Travel Tools 147

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends. Published on: June 24, 2016.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line? Published on: November 16, 2016.

Sales 48

Sales Customer Experience Insurance Airlines 48

Customer Alignment

MAY 29, 2018

Customers can engage with brands in more ways and places than ever before. As a result, customer expectations are higher than ever. If the 1990’s and 2000’s were about building strong brands; the 2010’s have been about delivering exceptional customer experiences. Brand or Branded Experience?

Brands 40

Brands Customer Experience Brand Values Customers 40

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Popularity of Customer Experience. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Daniel Group

OCTOBER 23, 2020

In this video, Kirk Kaiser, Director of Sales Effectiveness, NMC , discusses some lessons learned in his CX experience with Lynn Daniel, CEO, The Daniel Group. Lynn Daniel (00:43): Now, I want to talk with you today about some lessons learned in your CX experience. NMC has been a client since about 2010. Transcript.

Net Promoter Score 64

Net Promoter Score Sales Groups Voice of Customer 64

Horizon CX

APRIL 4, 2019

Economist Lawrence Abbot observed way back in 1955 that “What people really desire are not products but satisfying experiences. People want products because they want the experience-bringing services which they hope the products will render.” And, customer experience encompasses all of this.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. The feedback conundrum. Read on to learn more.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

ProProfs Chat

FEBRUARY 19, 2021

Imagine there is a customer browsing your product page for a while. The customer explores the product images, scans through the features, checks the pricing, and hits the ‘Buy now’ button. . After encountering multiple slow loading pages, the customer leaves without making the purchase. Tips to Enhance Customer Effort Score.

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business. No, that’s not a typo.

Contact Center 62

Contact Center Loyalty Customer Retention Exercises 62

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. The birth of mainstream outsourcing: 2000 – 2010. Customer service was one of these areas. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN. A customer had an item held at customs.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Comm100

JULY 11, 2019

Closer to home and much more practically, let’s take a look at how AI is changing the contact center and customer experience, and where the impact is most significant. Specifically, we’ll focus on three applications of AI that will forever change how we build and run contact centers: Chatbots, analytics, and the agent experience.

Contact Center 117

Contact Center Chatbots Analytics Effort Score 117

Team Support

DECEMBER 6, 2019

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. But who is the customer? Probably not.

B2B 80

B2B Self Service Chatbots Video 80