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 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

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

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

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

InMoment XI

OCTOBER 20, 2014

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research.

Customer relationships 200

Customer relationships Management Survey Customers 200

InMoment XI

OCTOBER 20, 2014

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research.

Customer relationships 200

Customer relationships Management Survey Customers 200

InMoment XI

OCTOBER 20, 2014

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research.

Customer relationships 200

Customer relationships Management Survey Customers 200

AskNicely

SEPTEMBER 24, 2018

Customer Feedback Software Leader Renews Title as the Industry’s Most Popular Solution, Receives Top Score in 4 Criteria. “It’s a thrill to repeat as the category leader, especially since customer feedback is central to everything AskNicely is about,” says Aaron Ward, Co-Founder and CEO. Portland, Ore.,

Net Promoter Score 150

Net Promoter Score Software Report Feedback 150

Customer Bliss

APRIL 13, 2017

billion, is moving from a pure social signals platform to a customer experience platform. They’re putting a large suite of marketing activities under one tab, which is called The Experience Cloud — and yes, that’s the same thing Adobe calls their product. I’d agree. Make sure to protect against that.

Customer Experience 135

Customer Experience Customer Experience Management Culture Customers 135

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

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

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It is what customers experience.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Customer Bliss

MAY 23, 2017

Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. I wanted to talk to her about crafting all these roles and experiences, and that’s just what we did. LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S.,

Sports 142

Sports Customer Experience Hospitality Retail 142

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. at an experience I had in a four star hotel in Johannesburg, South Africa.

Airlines 164

Airlines Hotels Customer Experience Connections 164

Customer Bliss

OCTOBER 7, 2014

This post is part of the 2014 CX Day Customer Experience Blog Carnival. There are always multiple moving parts to any customer leadership decision that’s right for your business. This defines the scale of the undertaking and demystifies what is necessary to make a commitment to customer management.

Management 149

Management Leadership Metrics Customers 149

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. .

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Storyminers

NOVEMBER 2, 2016

Sometimes, making customer experiences better can also make the world better. ’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Here’s how one leading brand is trying.

Policies 170

Policies Customer Experience Hospitality Insurance 170

Calabrio

FEBRUARY 24, 2016

Customer Experience. “In In 2014, it emerged as a top priority for marketers. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun. Why are your customers contacting you? The number one response?

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Episode Overview. She didn’t disappoint. About Catherine.

Leadership 0

Leadership Customer Experience Report Innovation 0

ReviewTrackers

APRIL 7, 2021

Bank Reputation Risk Management. Negative reputation, meanwhile, can drive away potential clients and increase customer churn. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. It’s also the most fragile one.

Banking 94

Banking Management Social Media How To 94

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Are organisations really changing the way they treat customers and employees? Or even 1997?

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Click here to register.

CEM 52

CEM Culture CRM Innovation 52

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 120

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. About Tabitha.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. More specifically though, about 18 months ago I implemented a VoC survey for an IT Helpdesk that ended up saving all their jobs.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. On Wikipedia , change management is defined as: an approach to transitioning individuals, teams, and organizations to a desired future state.

Management 158

Management CEM Employee Experience Culture 158

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. Is your company short-sighted when it comes to the customer? Unfortunately, too many of them still either don''t think about the future customer experience* or think focusing on customer experience is a one and done/project.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B. They are interpreted by people.

Metrics 76

Metrics Net Promoter Score Data NPS 76

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019. Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. Six Steps to Best-in-Class Customer Experience. Click here to view SlideShare.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

CX Journey

JULY 10, 2014

It appeared on their blog on March 17, 2014. and how is it used to deliver a great customer experience? Data Sources Any initiative to improve the customer experience will be unsuccessful without understanding the customer and his needs. What is big data? What is the right data? Data must be centralized.

Data 177

Data Customer Experience Customer Journeys Analysis 177

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a. fundamental essence of Customer Experience, by reflecting on the year behind me. customers and publishing and speaking at conferences, getting into the field of. laboratory automation and robotics and selling systems, managing training and teaching.

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100

ReviewTrackers

APRIL 2, 2019

Bank Reputation Risk Management. Negative reputation, meanwhile, can drive away potential clients and increase customer churn. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider. It’s also the most fragile one.

Banking 90

Banking Management Social Media Financial 90

Michel Falcon Experience

MARCH 10, 2019

Managing employees isn’t hard! I believe managing employees isn’t as hard as we make it out to be. We simply need to adhere to some sound employee management tips and strategies to become great companies. I’ve come a long way in my leadership ability to manage a team. I’m not saying this to shock and awe you.

Tips 112

Tips Management Culture Employee Engagement 112

Storyminers

NOVEMBER 2, 2016

Sometimes, making customer experiences better can also make the world better. ’ One way to look at it: a forced-upon-its-customers policy that requires users to contractually agree to be non-discriminatory in their selection and treatment of guests staying at their properties. Here’s how one leading brand is trying.

Policies 100

Policies Customer Experience Hospitality Insurance 100

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric.

Customer Experience 100

Customer Experience Customer Centricity Conference Training 100