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. Customer retention and loyalty CX Strategy Retail Amazon customer experience Dave Lewis Jeff Bezos Tesco'

Retail 290

Retail Financial Report Customer Retention 290

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. People and culture. We’ll get into further detail later: Brand.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Much More Multiculturalism : As ethnic groups grow, brands and retailers will integrate a sense of culture and culture-specific brand experience with all forms of outreach. brand customer experience loyalty marketing' Online Authenticity : As

Trends 171

Trends Brands Retail Leadership 171

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Customer Bliss

JANUARY 19, 2018

It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad. ” Now THIS is deciding to be real.

Retail 135

Retail Connections Culture Study 135

Customers That Stick

OCTOBER 23, 2014

Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. Restoring humanity to healthcare: the key to driving loyalty and growth. This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . CEM Certification – October 21 – 23, 2014. . . Get a firmer grasp on the core concepts, winning strategies and hot topics surrounding customer-centric culture. Proof that Employee Engagement Drives Higher Sales and Customer Loyalty . . CX Day 2014 . .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Super Fans FTW.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. She didn’t disappoint. About Catherine. Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience Report Innovation 0

Customer Bliss

JUNE 6, 2017

As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. Prior to joining Peloton, Brad led strategy and global operations for Starwood Preferred Guest (SPG), Starwood Hotels’ award-winning loyalty program with over 21.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

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

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Maz Iqbal

OCTOBER 2, 2014

Through this loyalty card, Tesco captured and made effective use of customer shopping data to grow revenues and optimise profits. Case Studies Culture Customer Experience Customer Insight (inc VoC) Customer Service Management customer experience customer focus customer obsession customer service customer-centric Tesco'

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Experience Investigators by 360Connext

MARCH 24, 2015

Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Comm100

MARCH 8, 2017

Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. a website where businesses can explore the impact of a customer-centric culture transformation, and find the resources to do it.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

ShepHyken

APRIL 18, 2017

First Up: Shep Hyken’s opening comments focus on April being customer loyalty month. Customer loyalty should be a year-round focus, and not just a monthly effort, but let’s take this month to celebrate. Create an environment and a culture where employees can thrive, and where they’re empowered to drive change on behalf of customers.

Net Promoter Score 74

Net Promoter Score Effort Score Customer Retention Loyalty 74

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. If you change course every month, you’ll never go anywhere.”

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

ChurnZero

MARCH 6, 2020

The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. Today’s conscious consumers value openness and transparency; they buy more than a product—they buy a company’s mission, values, and culture. In CMSWire’s article on building a people-centric culture, CX Journey Inc.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

CSM Practice

FEBRUARY 24, 2020

The ease of these experiences forms the basis for customer loyalty which is crucial to business growth in a competitive landscape. Accountability is essential in customer success to establish a culture of improvement. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

GlowTouch

DECEMBER 4, 2020

In fact, security breaches have increased by an astounding 67% since 2014. For example, if the employee retention is high, it usually means there is a strong work culture that contributes to strong customer service. All these benefits build employee loyalty and lead to better work culture. How Much for Your Services?

Customer Satisfaction 52

Customer Satisfaction Return on Investment Competitive Advantage Transportation 52

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. In August 2014, as a result of the experiences I had with Enterprise, I had become a firm ‘promoter’ of their brand. In October 2014, Vauxhall were in the midst of a huge nationwide safety recall.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

CSM Practice

FEBRUARY 24, 2020

The ease of these experiences forms the basis for customer loyalty which is crucial to business growth in a competitive landscape. Accountability is essential in customer success to establish a culture of improvement. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

The ease of these experiences forms the basis for customer loyalty which is crucial to business growth in a competitive landscape. Accountability is essential in customer success to establish a culture of improvement. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. Some of the trends discussed in this article may seem obvious, while others may seem a little more obscure.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

ClearAction

JULY 3, 2017

By looking at things from an end-to-end perspective, we have more context and insight that gives us credibility to drive cultural transformation. It’s a huge cultural transformation that has to continue to take place.”. We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

CX Journey

MARCH 8, 2016

While a "great place to work" might be in the eye of the beholder, I have my thoughts on what drives a great employee experience and what comprises an employee-centric culture. Why does that matter? Unfortunately, there is no laggards list from this source to compare them to, but this is pretty enlightening on its own.

Employee Experience 80

Employee Experience ROI Study Consulting 80

Strativity

AUGUST 19, 2014

Hackensack, NJ (PRWEB) August 19, 2014. AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

ProProfs Chat

JANUARY 30, 2020

Customer loyalty. Customer Engagement & Loyalty. This allows you to keep customers engaged with the brand and also boosts brand loyalty. Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. Customer Engagement & Loyalty. Customer expectations. Communication challenges.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Magellan Solutions

MARCH 9, 2021

Brand Loyalty. This sounds ideal as you may have the same culture, same accents, and same understanding. Offshore staff may lack English fluency, cultural knowledge and compatibility to provide support to your customers. . Plus the service quality in line to your business standard and reflects the company culture. .

Customer Service 52

Customer Service Call Center CRM Customer Service Representative 52

Beyond Philosophy

OCTOBER 3, 2014

Starting with the interview, they are committed to finding people that fit the culture they are trying to create. 1 UK Attraction ” on Thursday, October 30th 2014. Blogs Customer Experience Thought Leadership CEO Customer experience Customer Experience Program Customer Loyalty experts insights Royal Yacht Brittania TripAdvisor'

Leadership 154

Leadership CEM Sports Hotels 154

Avaya

OCTOBER 10, 2016

The tech industry (software and hardware) typically falls well below that mark, with average scores in the 20s, which have been dropping over the past few years (Temkin Group, 2014 NPS rankings). Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

Beyond Philosophy

JUNE 12, 2015

over the four quarters of 2014). It became part and parcel of our on-going communication and worked its way into the fabric of the organization culturally.”. Given the focus on CX over the years and the resources allocated to it, the question becomes are organizations really getting the return on this investment?

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Thunderhead

MARCH 25, 2019

Back in 2014, Thunderhead was embarking on a journey of our own. Salesforce summarised in its 2018 State of Marketing Report: “A staggering 91% of high performers agree that a connected customer journey across all touchpoints and channels positively impacts customer loyalty. It’s long-overdue.

Customer Journeys 40

Customer Journeys Customer Centricity Analytics Report 40

SurveySparrow

NOVEMBER 15, 2019

Then around 2014, you began delving into the customer experience sector. What do you think are some important areas SMBs, who are often already stretched thin, should prioritize so they can design amazing customer experiences into their company culture? SurveySparrow: Let’s talk more about your earlier days.

Advertising 71

Advertising Chatbots Survey e-support 71