ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. We have actually been customers of Sky for over 15 years – one would think that makes us ‘valuable’ customers. You apparently don’t respond to survey feedback anymore as the team who dealt with this work no longer exists.

Feedback 120

Feedback Examples Survey Customers 120

Forrester

JUNE 5, 2015

Passionate about how people experience their clothing, Kit leads all facets of customer experience and is the head and heart behind Ministry of Supply's customer-centric approach, constantly working to incorporate insights that lead to the next generation of clothes.

Customer Centricity 40

Customer Centricity Feedback Customers Customer Experience 40

Experience Matters

JUNE 4, 2015

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). The breath of the issues demonstrate a very low level of customer experience maturity across the organization.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Alida

JUNE 15, 2016

Today, customers advise brands on where markets are going—not the other way around. According to a 2015 IBM CEO study , it’s “impossible to personalize products, services or experiences without a clear idea of customers’ core values and what’s happening in their lives.” Introducing the research revolution.

Marketing 100

Marketing Airlines Customer Centricity Study 100

Lumoa

NOVEMBER 29, 2021

It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. As a leader, you often know what your customers think about your products and services, and where are the key improvement areas. Ask your customers!

ROI 259

ROI Customer Experience NPS Financial 259

BirdEye

AUGUST 29, 2023

But, keeping customers happy is becoming challenging in the constantly evolving competitive business landscape. This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. See Pricing FREE DEMO Table of contents What is customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Alida

JULY 5, 2017

In 2015 alone, the world’s biggest companies spent $680 billion in research and development. Clearly, CPG companies must change their strategy to one that’s guided by direct feedback from shoppers. Selling directly to consumers also offer an opportunity to collect data and feedback from customers. Strike better deals.

Company 113

Company Retail Consumers Strategy 113

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Mary, June 2015.

Customer Centricity 48

Customer Centricity Employee Engagement Exercises Insurance 48

SuiteCX

FEBRUARY 13, 2015

360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Companies need instantaneous feedback and insight. Insight communities.

Social Media 0

Social Media Innovation ROI Feedback 0

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48

AskNicely

JUNE 18, 2015

Customer service shouldn’t just be something a business should have, it should be the center of your business. Your customers are your business! No customers – no business. So How Can You Be More Customer-Centric? They put the customers first. And Wufoo is the queen of customer-centric business.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 100

Social Media How To Innovation Software 100

Experience Investigators by 360Connext

DECEMBER 11, 2014

The best companies examine, evaluate and improve the experience for their customers as an ongoing way to do business. It means hearing feedback that hurts and doing something about it. Asking them to slow down to hear what customers are saying and understand the actual, true experience is a tall order. It means being a leader.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Kayako

AUGUST 30, 2017

All hands support is being used by a number of tech companies, but has been made popular by the customer-centric application integration software Zapier, which is vocal about how everyone in the company works on support for a portion of their day/week/month. Encourage everyone to take customer feedback seriously.

e-support 200

e-support Customer Satisfaction Effort Score Software 200

Eptica

JUNE 11, 2020

No wonder that the UK Customer Satisfaction Index, released in January by the Institute of Customer Service , found that customer satisfaction is at its lowest level since July 2015. Give every man thy ear, but few thy voice, William Shakespeare Good customer service starts with listening.

Customer Service 72

Customer Service Customer Centricity Customer Satisfaction Omni-Channel 72

West Monroe

SEPTEMBER 14, 2017

Curtis Kopf is senior vice president of customer experience for Premera Blue Cross, a leading health plan in the Pacific Northwest that provides comprehensive health benefits and tailored services to approximately 2 million people, from individuals to Fortune 100 employees. What do you see as the biggest challenge in your industry today?

Self Service 89

Self Service Healthcare Airlines Customer Centricity 89

SuiteCX

NOVEMBER 3, 2015

Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. Make plans to fix what is broken and empower your staff to take part in the process Step 3: Know yourself – and the experience you are delivering – across the customer lifecycle. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

ijgolding

JANUARY 19, 2016

However, it is true that most of the best examples – the earliest examples – of Customer Experience being deployed as a core element of business strategy was very much a US led phenomenon. Even now, some of the best examples of Customer Centric organisations are brought to life by US powerhouses of Customer Experience (CX).

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

Beyond Philosophy

NOVEMBER 11, 2021

The culture of an organization shows how customer-centric they are. If you choose not to “read between the lines,” your customers surely will. However, customer complaints are good because they tell you where you’re going wrong, like free market research. They occur on Social Media. 27 October 2021.

Policies 153

Policies Insurance Call Center Financial 153

Maz Iqbal

DECEMBER 30, 2014

It is the time of the year that many are pushing out their predictions for 2015. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out. IVR) have they taken you to the heights of sales effectiveness and/or customer service delight? I am not in that business: I lack a crystal ball.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

Responsetek

MAY 7, 2018

It has been a long standing tradition for organizations to keep their employees away from customer feedback. Just as Social Media created a shock to the system for public relations (PR) departments, so high volumes of real-time customer experience feedback have also created a change in the research (and operations) departments.

Voice of Customer 40

Voice of Customer Social Media NPS eBook 40

C Space

MARCH 12, 2020

In 2015, the South Korean government came under criticism for withholding information during the MERS-CoV outbreak – including information about where patients had been. Notably privacy laws in the United States are different to those in South Korea (let’s not forget, Korea changed their laws as a direct result of consumer feedback in 2015).

Government 86

Government Consumers Hospitality Report 86

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 40

Government Customer Service Self Service Customer Centricity 40

CSM Magazine

MAY 28, 2019

Companies spend enormous amounts of money on employee training and education—$160 billion in the United States and close to $356 billion globally in 2015 alone—but they are not getting a good return on their investment. About the Author.

Training 49

Training Leadership Consulting Customer Centricity 49

Engine Insights

AUGUST 15, 2015

Of the 900 people we surveyed in our most recent HR Reflections study, 93% said that their top people priority for 2015 is customer centricity. In a customer-centric organization, regardless of where or how small a person’s role may seem, each employee must understand the impact they have on achieving the organization’s aims.

Customer Centricity 40

Customer Centricity Conference Loyalty Programs Culture 40

Think Customers

JUNE 23, 2015

Organizations that deliver exceptional customer support typically have at least a few things in common. They listen closely to what customers are asking for and not only act on customer feedback but they also communicate back to customers how and whether their requests were acted on. 1to1Media.com/weblog.

Customer Centricity 40

Customer Centricity Innovation Customers Feedback 40

Customer Guru

MAY 1, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Success 70

Customer Success NPS Customer Centricity Course 70

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. Isn't that sacrilegious?

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

SuiteCX

FEBRUARY 7, 2017

Don’t be afraid of showing customers ideas that aren’t fully baked. Customers are happy to provide you with feedback if they think you will listen and adjust. The goal is not to hit a home run, it’s to keep trying to make improvements and better understand customer needs. ” State of VoC Programs 2015, Temkin Group.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Don’t be afraid of showing customers ideas that aren’t fully baked. Customers are happy to provide you with feedback if they think you will listen and adjust. The goal is not to hit a home run, it’s to keep trying to make improvements and better understand customer needs. ” State of VoC Programs 2015, Temkin Group.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 2] Employee Burnout.

Study 48

Study Financial Customer Centricity Employee Experience 48

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Set clear priorities and guidelines, and empower executives to make customer-centric decisions based on prioritizing customers’ needs during a crisis. Customer service agents are key employees. Close the customer feedback loop.

How To 104

How To Call Center Guidelines Social Media 104

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Self Service 48

Self Service Social Media Contact Center Knowledge Base 48