ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. JD Williams.

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Here’s the executive summary: For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations. The bottom line: VoC programs have a lot of maturing to do.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Maz Iqbal

DECEMBER 27, 2014

Customer Experience: What Is The Default Setting? Why is that the floor at Paddington Station did not facilitate one of its primary roles: enable passengers (customers) to walk about easily, freely, quickly (if need be) around the railway station? Summing Up The State of Customer Experience As At 2014.

Customer Experience 99

Customer Experience Customer Philosophy CRM Fashion 99

Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics' USAA and JetBlue took the top two spots, each with an NPS of more than 60.

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

ijgolding

OCTOBER 31, 2014

An experience like no other, we were transported back in time to the turn of the 20th century to find out how life was like for our ancestors. Whilst there was not a focus on what life was like for the consumer, it is impossible for me not to consider the impact of Customer Experience – whatever the era!!

Consumers 230

Consumers Retail Transportation Comparison 230

InMoment XI

MARCH 14, 2023

That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. What role does Experience Improvement play here, and how? Our product goes to 40 countries to get to market, and we sit in the middle of the value chain between suppliers and customers.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Think Customers

DECEMBER 31, 2014

As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world.

Customer Experience 103

Customer Experience Sports Advertising Video 103

Kerry Bodine

DECEMBER 30, 2020

Because as it turns out, customer experience is even more important during a pandemic than it ever was before. Number 9: 5 Steps To Mapping The Customer Journey. Number 8: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. Number 5: Do Customer Journeys Drive Your Content Strategy? Just go read it.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Think Customers

DECEMBER 10, 2014

Building a relationship with your customers through multiple touch points has become a critical business practice as market forces raised the status and value of customer experiences. In 2014, this shift manifested itself through organizational changes across industries and advances in technology. 1to1Media.com/weblog.

Customer Experience 108

Customer Experience Customers Industry Technology 108

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. What’s the value of customer experience? Value to customers. Come celebrate with us!

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Vonage

MAY 25, 2016

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. Related Posts Create a vision for your customer service education. It’s the experience.

Poor Customer Service 159

Poor Customer Service Infographics Competitive Advantage Customer Service 159

Maz Iqbal

OCTOBER 14, 2014

And find myself in a position to share with you the table that I have put together: What Does It Take To Be A Customer Experience Excellence Leader? If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. I have read the Nunwood report several times.

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Employees Come First, Customers Come Second.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 zettabytes. View Article.

Data 200

Data Customer Experience Report System 200

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 zettabytes. View Article

Data 200

Data Customer Experience Report System 200

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 zettabytes. View Article

Data 200

Data Customer Experience Report System 200

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

Customer Experience 200

Customer Experience Survey Customers 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

Customer Experience 200

Customer Experience Survey Customers 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

Customer Experience 200

Customer Experience Survey Customers 200

ijgolding

DECEMBER 11, 2014

I have heard many things about them from friends and colleagues and was keen to test the experience for myself. 11th December 2014. By 2013 Norwegian had started to receive awards for the best European low-cost carrier – a trend that has continued into 2014. Let me start with the online experience. Stars Awarded.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Customer Experience 200

Customer Experience Customers 200

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

Insurance 103

Insurance Consulting Travel B2B 103

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Companies that can put that data to work to improve the customer experience will be the winners.

Customer Experience 200

Customer Experience Data Customers Examples 200

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Companies that can put that data to work to improve the customer experience will be the winners.

Customer Experience 200

Customer Experience Data Customers Examples 200

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Companies that can put that data to work to improve the customer experience will be the winners.

Customer Experience 200

Customer Experience Data Customers Examples 200

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Video 200

Video Customer Experience Customers Automotive 200

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Video 200

Video Customer Experience Customers 200

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.” That’s why we created Customer Experience Day (CX Day). It raises the visibility of customer experience.

Customer Experience 303

Customer Experience Social Media Groups Customers 303

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

ijgolding

NOVEMBER 21, 2014

The 3rd July 2014 was a significant milestone for me and my career. On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers.

Customer Experience Professionals 209

Customer Experience Professionals Customer Experience Training Course 209

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings.

Hotels 120

Hotels Customer Experience Effort Score Industry 120

Experience Matters

MARCH 20, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 64.0% Nine companies decreased their rating between 2014 and 2015. The industry tied for 9 th place out of the 20 industries we evaluated.

Effort Score 120

Effort Score Customer Experience Financial Industry 120

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Experience Matters

MARCH 18, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. This is following a 14-point decline between 2013 and 2014. In 2014, U.S. Virgin Mobile has been steadily improving its ratings over the past five years.

Wireless 120

Wireless Effort Score Customer Experience Industry 120

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Maury has more than 30 years of experience across a wide range of business sectors including four years working in the United States and in Europe. About Maury.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154