ijgolding

DECEMBER 17, 2014

What happened to me and my fellow passengers on the afternoon of the 12th December 2014 serves as a brilliant example of how NOT to deal with an exceptional event – when something goes wrong. The air traffic control issue was in no way connected to any airline. I would like to share the story with you.

Airlines 209

Airlines Company Customer Journeys Travel 209

Experience Investigators by 360Connext

OCTOBER 2, 2014

The second annual #CXDay is October 7th, 2014. According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. The Second Annual #CXDay is October 7th, 2014. Come celebrate with us!

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Investigators by 360Connext

DECEMBER 3, 2014

These moments matter because they can range from the really, really bad moments that shouldn’t be a big deal but become one (in the worst sort of ways) to the fantastic, creative and inspiring small moments that leave a customer happier and more loyal because they show how companies care for their customers.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Beyond Philosophy

MAY 10, 2016

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Connections 60

Connections Marketing Banking B2C 60

ijgolding

NOVEMBER 25, 2014

Those of you who have ever seen the reaction of teenagers who have experienced a failing Wi-Fi connection will know exactly what I am talking about. In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. We do not have Wi-Fi available for our customers.

Social Media 212

Social Media Hotels Entertainment Retail 212

Brandwatch CX

MARCH 7, 2023

billion views YouTube sees around 1,148bn mobile video views per day In 2014, the most searched term was music. billion views YouTube sees around 1,148bn mobile video views per day In 2014, the most searched term was music. Facebook Messenger and Whatsapp handle 60 billion messages a day User numbers 4Chan: 27.7

Social Media 98

Social Media Video Advertising Marketing 98

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Modern contact centers must leverage the full spectrum of channels customers are using to connect.

Self Service 120

Self Service Contact Center Trends Connections 120

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. Amen’ to that.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Customer Bliss

JANUARY 19, 2018

My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. And now, over the past three years, I’ve been working on a new book that embodies an idea that has been taking shape, and with it, a shorthand for how to identify these companies.

Retail 135

Retail Connections Culture Study 135

QuestionPro Audience

JULY 24, 2017

2 Because we are a privately held company, we don’t need to demonstrate the same level of data security risk due diligence as a public company; we are also not required to disclose any data breaches. 5 All open connections into my environment are well known and are properly managed and monitored. Not true. Wow.

Data 150

Data Social Media Policies Connections 150

Customer Bliss

SEPTEMBER 19, 2019

This is a great episode for leaders across all industries, especially those who are the first in their company to lead this discipline. Connect, Partner, and Reflect. She has seen things evolve over the past five years, and is proud of their new, trademarked, communication model, “ connect, partner, and reflect.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Alida

MARCH 21, 2018

Many smart companies use NPS and CSAT studies to measure how well they’re meeting the needs and expectations of their customers. Third, it’s become susceptible to manipulation since gaining traction, as many companies started tying bonuses to these metrics, thereby incentivizing staff to game the system. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

CloudCherry

FEBRUARY 26, 2019

Some of the data challenges reported by the respondents are: The quality of data and access to diverse sources of data are the top two challenges today facing analytics teams, as they have since 2014. Nine out of ten respondents report that their companies use predictive analysis to inform decision making, beating basic reporting.

Analytics 256

Analytics Report Analysis Study 256

NICE inContact

JULY 13, 2016

After six years in the cloud, Hoveround added inContact’s award-winning Personal Connection™ proactive outbound solution in 2014 and has seen outstanding results by eliminating the tell-tale awkward pause of typical legacy dialers. How omnichannel experiences help companies excel and differentiate their brand.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Ecrion

JUNE 12, 2020

Ecrion, a leading provider of customer communications and customer experience automation solutions for banks and wealth management firms across the globe, is pleased to announce its inclusion in FinXTech Connect’s technology partner directory for banks. About FinXTech. bank leaders with technology partners at the forefront of innovation.

Banking 71

Banking Technology Financial Software 71

SaleMove

NOVEMBER 20, 2018

We tend to think of networking as creating new connections outside of your company. According to a McKinsey study, “ they’re people who other employees look to for input, advice, or ideas about what’s really happening in a company.” In other words, they tend to be everyday MVPs rather than corner-office head honchos. Follow Up.

Company 53

Company Banking Study Leadership 53

Experience Matters

SEPTEMBER 8, 2014

In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” There’s a wide array of ways that companies can hold internal CX Day celebrations. CX professionals are a happy group.

Customer Experience 303

Customer Experience Social Media Groups Customers 303

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Monday 29th September 2014. This week will see me delivering two workshops for two different companies and I need plenty of supplies! Tuesday 30th September 2014. I spend the night at my parents flat in North London.

Customer Experience Professionals 200

Customer Experience Professionals Customer Experience Customer Centricity Customer Journeys 200

Help.com

JANUARY 9, 2015

This month, instead of spotlighting companies who have given our team members outstanding customer service, we decided to highlight our favorite “surprise and delight” campaigns from the 2014 holiday season. Taylor Swift’s Gift Giving of 2014. How can your company use adopt “surprise and delight” in your routine?

Social Media 100

Social Media Video Airlines Groups 100

C3Centricity

OCTOBER 1, 2019

Companies need to deliver more, a lot more! Here are a few examples of other companies who go above and beyond in terms of their own customer service. to be the Earth's most customer-centric company, where customers can find and discover anything they might want to buy online.". Upgrade your CEX See our training offers.

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

Experience Investigators by 360Connext

OCTOBER 6, 2014

The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Companies like Rackspace , however, have learned to highlight when something wonderful happens. What if your company spread the news about great experiences just as much as bad ones? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

PeopleMetrics

AUGUST 1, 2014

But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. It only took 1.76

Feedback 121

Feedback Customers Connections Video 121

Magellan Solutions

NOVEMBER 30, 2017

Mobile companies in particular rely heavily on the knowledge and skills of their technical support employees to provide a great customer experience to their valued clients. The mobile companies’ technical support employees, of course. And this is a fact, regardless of the method the customer used to contact the mobile company.

Company 40

Company Customer Experience Wireless Effort Score 40

Customer Bliss

JANUARY 11, 2018

According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). For this reason, annual planning is the Achilles’ heel of delivering a one-company customer experience.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Experience Investigators by 360Connext

OCTOBER 31, 2014

I find companies that address these needs in bold and daring language – all in just a few words – to be spooklicious! 3) Connect through empathy. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014.

e-support 197

e-support Social Media Consulting Customer Centricity 197

SaleMove

NOVEMBER 20, 2018

We tend to think of networking as creating new connections outside of your company. According to a McKinsey study, “ they’re people who other employees look to for input, advice, or ideas about what’s really happening in a company.” In other words, they tend to be everyday MVPs rather than corner-office head honchos. Follow Up.

Company 40

Company Banking Study Leadership 40

SaleMove

NOVEMBER 20, 2018

We tend to think of networking as creating new connections outside of your company. According to a McKinsey study, “ they’re people who other employees look to for input, advice, or ideas about what’s really happening in a company.” In other words, they tend to be everyday MVPs rather than corner-office head honchos. Follow Up.

Company 40

Company Banking Study Leadership 40

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Business leaders weren’t asked to think in ways that connected the entire customer journey. Companies that invest in customer experiences simply do better than the companies that do not. Customer-centric companies are 60% more profitable than companies that are not focused on the customer. It’s all new.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. She eventually was “lured away” by Concur a few years ago; she’s been there since November 2014 as VP of Customer Experience. Concur is also a SaaS company. About Tabitha. So that was the baseline.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Storyminers

NOVEMBER 2, 2016

CVS Health Corporation stopped selling tobacco products in 2014 to the dismay of shareholders but the applause of health care and insurance professionals. After all, CVS is a health care company, not a health degrading company. Another way to look at it: Airbnb is using its brand to wreak positive change in the world.

Policies 170

Policies Customer Experience Hospitality Insurance 170

ijgolding

NOVEMBER 28, 2014

Six years after Dave’s experience, we are arguably in an even more commanding position to get our voices heard by the masses, even if the companies we interact with directly appear not to be listening. The threat of consumers taking ‘matters into their own hands’ has not appeared to change the way organisations behave.

Social Media 318

Social Media Airlines Video Consumers 318

Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Every company has a culture, and it isn’t something you can directly build. Strategies for company executives.

Culture 139

Culture Customer Service How To Policies 139

Kayako

MAY 11, 2017

Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. Virgin knows many of its passengers are businessmen and women who need to stay connected to the grid at all times – even at 35,000 feet. What they think of your industry and your company.

How To 248

How To Case Study Industry Customers 248

Alida

NOVEMBER 10, 2017

For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. This new class of companies leverage insight effectively to drive revenue and expand competitive barriers. Intelligent apps, analytics and things.

Trends 174

Trends Retail e-support Technology 174

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% from 2014 to 2019. Click here to view SlideShare. Six Steps to Best-in-Class Customer Experience.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Customer Bliss

MAY 31, 2018

As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry. Antonio’s previous experience showed him that companies in B2B tech fields don’t often think about CX. About Antonio Sustas.

B2B 107

B2B Industry Leadership Conference 107