ijgolding

NOVEMBER 21, 2014

The 3rd July 2014 was a significant milestone for me and my career. 2 day training course with pre and post work activity. This will be a public course. On this date I became a Certified Customer Experience Professional (CCXP). The key headlines of the CXA are as follows: Created by CXPA Board Ambassadors and industry experts.

Customer Experience Professionals 209

Customer Experience Professionals Customer Experience Training Course 209

Customer Interactions

JANUARY 30, 2014

Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations. Of course not. A suspect entered your facility 10 minutes ago.

Trends 33

Trends Video Analytics Retail 33

Customer Bliss

MAY 23, 2017

LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game. About Lynn. where she served as Senior Vice President, Marketing.

Sports 142

Sports Customer Experience Hospitality Retail 142

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Tesco continued their unfortunate journey from world domination to public implosion. It is not difficult to understand.

Retail 290

Retail Financial Report Customer Retention 290

Beyond Philosophy

NOVEMBER 17, 2014

Here’s a look at their stock over the past year: Source: Nasdaq.com on 10 September 2014. As a result, take a look at their stock price over the past five months: Source: Nasdaq.com on 10 September 2014. On the other hand, Google has great employee engagement. Their satisfaction rating by employees is 99%.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

BlueOcean

DECEMBER 16, 2019

Several years ago, during the relentless Polar Vortex, we made t-shirts for our team saying “Winter Suffer Fest 2014. And, of course, keeping your team fed with treats, holiday-themed meals, and pizza will always help keep morale high. Bring it.”

Contact Center 156

Contact Center Gamification Transportation Travel 156

Comm100

JULY 23, 2019

How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever. In 2014 we launched our MaximumOn service – a failover system that ensures that our live chat cloud solution would never go offline. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up.

Communication 114

Communication Social Media Chatbots Customer Centricity 114

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. Tuesday 30th September 2014. A review of the 2014 Customer Experience Awards – reminiscing on the fabulous event goes some way to restoring my faith and mood! I was wrong.

Customer Experience Professionals 200

Customer Experience Professionals Customer Experience Customer Centricity Customer Journeys 200

Beyond Philosophy

JULY 19, 2018

And … these behavioral tendencies toward doing nothing will be reinforced if the default option comes with some implicit or explicit suggestion that it represents the normal or even the recommended course of action.” 2014): 56–60. Thaler and Sunstein, 2008, 2009). Or, in other words, unless the resident opts-out as an organ donor.

Policies 199

Policies Customer Centricity Government Video 199

Optimove

FEBRUARY 24, 2022

Similarly, of course, email is a tentpole of Relationship Marketing, for the apparent reason that you should not have – and if you do, then should not use – the email of anyone who isn’t already a customer. Because, of course, FB is a crazy important channel for acquisition. So, in our 2014 (yes, 2014!)

Data 52

Data Multi-Channel Advertising Course 52

Helen Dewdney

FEBRUARY 28, 2020

And yet again, of course, it is the vulnerable who are the hardest hit as more of the elderly rely on snail mail rather than using email and couriers. But it says a similar thing every year and yet we don’t see any improvements in service! Perhaps, if they kept the price down, people would use the postal service more. rise on previous year.

Policies 73

Policies Leadership Report Course 73

CX Journey

AUGUST 16, 2017

Of course, they want to see their own hard numbers, but absent those, we can tell the story of the benefits of customer experience through some benchmark data, through examples of successes that others have achieved by doing what you should/could be doing. Executives want to see hard numbers about any investments they make.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

Customers That Stick

OCTOBER 9, 2014

Of course, don’t say it if you can’t prove it; even the best words are meaningless if they have no substance. Sign Off Your Emails ‘Sincerely’ According to the recent Q2 2014 Zendesk Benchmark report the way you sign off your client communications can have an effect on customer satisfaction.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

Retently

MARCH 23, 2023

The average NPS dropped from 40 to 22 over the course of two years, and from approximately 27 to just 11 for credit card providers. The chain started with 26 menu items in 1980, which increased to 121 in 2014. Then the global financial crisis happened, and sentiment towards the entire financial services industry nosedived.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Customer Interactions

JULY 7, 2015

And of course, don’t forget to share the knowledge with other CMOs. Our team put a lot of care into selecting these articles for the information, and engaging style, with a particular focus on customer analytics and big data insights. We recommend you take notes, or even bookmark some of these posts as you go through them.

Course 28

Course Analytics Industry Engagement 28

Experience Investigators by 360Connext

NOVEMBER 8, 2022

” And of course, these leaders don’t have real answers. Deloitte & Touche, Customer Centricity 2014 ). So in a year, or maybe less, they look to these appointed (sometimes volunteer) leaders and ask, “Are we there yet? Are we winning at customer experience?”

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Kerry Bodine

MARCH 8, 2017

And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016. Inevitably, the conversation will turn towards what exactly they’ll need to do to make improvements — and this, of course, is the perfect entrée for service design.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Helen Dewdney

JANUARY 28, 2019

The Consumer Protection from Unfair Trading Regulations 2008 (amended 2014) (CPRs) regulate estate agents and other businesses involved in property sales and lettings. From the 1st October 2014 all letting agents in England have also been obliged to join a scheme under the Enterprise and Regulatory Reform Act 2013.

Consumers 57

Consumers Course Sales Engagement 57

BirdEye

MAY 21, 2021

We started off as a social media agency in 2014. Of course, the problem’s even bigger within the healthcare industry. Of course, there are a few common misconceptions going around about reviews and search ranking. We work with businesses across different verticals, but we’re really focused on clients in the healthcare space.

Feedback 92

Feedback Social Media Healthcare Tips 92

Gainsight

APRIL 12, 2023

Of course, sometimes that is indeed true. After the initial event exceeding our expectations, I decided to up my game for 2014. So at Pulse 2014, I became a “grown up CEO.” Pulse 2014 was by far my worst keynote of all time. This thought is usually accompanied by a vague statement like “this person isn’t scaling.”

Self Service 52

Self Service Chief Customer Officer Software System 52

Customer Interactions

AUGUST 7, 2014

Here is a glimpse at our 2014 winners: Technician of the Year Jason Sturgill. Over the course of his employment as a Communications Operator, Chris has developed and demonstrated exceptional knowledge, skills and abilities. Accepting the award on Jason’s behalf is Monterey County Emergency Communications Director William Harry.

Telecommunications 31

Telecommunications Effort Score Communication System 31

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. If our client relationship stopped with a sale, we would fail, and fast.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Beyond Philosophy

DECEMBER 26, 2014

I am exaggerating, of course, but I worry this is what people hear about NPS. Until the next recession, of course. The Future of Customer Experience in 2014. Many companies that have been sold on NPS programs, however, are implementing it in too much of a simplistic way.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. It’s once again the time of year for me to publish my CX trends. With this post, I’m declaring 2015 “ The Year of the Employee.”.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

One Millimeter Mindset

NOVEMBER 22, 2018

Your words, actions and values encourage me to stay the course, on your behalf. This year represents the culmination in an ongoing business pivot – my own leap of faith – I’ve been making since 2014. Since 2014, I gradually rebranded, leveraging the importance of my third registered trademark: One Millimeter Mindset.

Customer Retention 67

Customer Retention Sales Consulting Conference 67

Customer Interactions

JULY 7, 2015

In this week’s collection of CX buzz, we put together a great blend of insightful articles that cover topics such as customer loyalty, organizational cultures, and of course, the customer experience. This mix offers a little something for everyone to learn from, so be sure to share the knowledge with other CX professionals.

Course 28

Course Culture Loyalty Customer Experience 28

Alida

NOVEMBER 10, 2017

Since Amazon released the first Echo in 2014, there have a been slew of devices released that will see voice-enabled technology hit a tipping point next year, according to Fool.com. Voice technology will change the customer experience.

Trends 174

Trends Retail e-support Technology 174

Customer Interactions

JULY 7, 2015

And of course, don’t forget to share this knowledge with other CX professionals. We also included an article on buzzwords, a great read on customer success management, and more. We’re sure you’ll enjoy this week’s collection, because there is something in it for everyone.

Course 28

Course Customer Journeys Customer Experience Management Customer Success 28

GetFeedback

DECEMBER 27, 2018

Of course, you can always use your existing email service or marketing automation solution to distribute your survey. ComScore reported that as of 2014, more people are browsing on mobile devices than on desktop computers, so be sure your survey accommodates both types of users. Embed surveys in blog posts.

Survey 199

Survey How To Social Media Feedback 199

Win the Customer

APRIL 6, 2017

percent from 2014 to 2015, from $23.4 CRM tools can also be used to cultivate leads over the course of multiple interactions, both by individual representatives and by team managers supervising the hand-off of a prospect from one representative to another. The global CRM market grew 12.3 billion to $26.3 billion , Gartner reported.

CRM 108

CRM Company Customer Experience Social Media 108

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. What they/we expect from a pub is on the whole different in 2014 to 2002. 30th July 2014. You can quite comfortably have a nice three course meal and a drink for £25- £30. By 2012, the number had declined to 49,433. How will it fare? Pub Visited.

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. And it will serve as a guide to help choose future courses of action. Is your company short-sighted when it comes to the customer? It will briefly describe the experience you plan to deliver.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

Customer Bliss

FEBRUARY 16, 2017

In the spring of 2014, NYPL allowed anyone on the staff to propose a strategic discussion with a senior leader. The other big one here is “respect” and “face-to-face communication,” of course. It didn’t matter where you were in the reporting structure, etc.

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

Customer Bliss

APRIL 26, 2016

Stay the course, stay the course, stay the course: Valuable in all aspects of business, but definitely in building customer experience. Consult an old post of mine from 2010 on essential customer service metrics for more, or another deep dive from Client Heartbeat in 2014. I call that One-Company Leadership.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Helen Dewdney

MAY 22, 2016

Charges for making calls, receiving a voicemail, picking it up, sending and receiving texts and pictures and of course using the Internet and downloading or streaming. The costs were capped in July 2014 and again from 30th April 2016 (excluding VAT for calls, texts and downloading data). Isn’t the EU doing something about this?

Travel 67

Travel Consumers Retail Social Media 67

Oracle

APRIL 15, 2019

Sephora’s Visual Artist allows people to apply makeup to their own face , after having it scanned by the app, and then of course directs them to the products in question in the Sephora online store.

Fashion 69

Fashion Social Media Retail Sales 69

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Vision : An inspirational and aspirational statement, your vision not only outlines what the company is trying to achieve near-term and long-term but also guides decision-making processes and your subsequent, resultant course of action.

Tools 160

Tools Customer Journeys Culture Touchpoint 160