Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Customers are feeling indifferent. Customers are feeling indifferent. Even in the United States, where brands had the highest average scores, only 18 percent of brands ranked good or excellent. Tie CX efforts to revenue.

Customer Experience 183

Customer Experience Effort Score Omni-Channel Retail 183

Customer Bliss

AUGUST 3, 2017

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Customers actually want more of the emotional side of it.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

Kayako

JANUARY 4, 2017

Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support can turn customers into loyal advocates resulting in more revenue. But customer service is just a smaller piece of the whole company. Customer experience is the new marketing.”.

Customer Experience 171

Customer Experience Customer Centricity Trends Customers 171

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ijgolding

FEBRUARY 20, 2017

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Only recently I wrote about an experience a friend of mine was (and still is) having with BT – it was the perfect example of the RANDOM or UNINTENTIONAL Customer Experience.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Beyond Philosophy

FEBRUARY 21, 2020

Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. Any organization can adopt one.

Brands 158

Brands Social Media Chatbots Interaction 158

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217

Michelli Experience

JULY 18, 2017

Customer Experience and Trust…hmmm. and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today).

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 171

Trends Customer Experience Wireless Entertainment 171

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Kayako

MARCH 14, 2017

Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2 billion valuation.

Brands 99

Brands Customer Experience Retail e-support 99

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

BlueOcean

JULY 5, 2016

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

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

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

CX Journey

AUGUST 8, 2017

It appeared on their blog on December 30, 2016. How well have you thought out your candidate experience? You are hurting your brand if you don't follow up - especially during a time when so many people are looking for new opportunities; remember, you are being touched by so many potential customers. O, did I say that?

Customer Experience 140

Customer Experience Customer Journeys Touchpoint Customers 140

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. Here’s the executive […].

Report 120

Report B2C B2B Groups 120

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Increasing revenue with NewsCorp Australia.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Michelli Experience

JANUARY 6, 2016

I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. In support of my position, I offer the following: If you want to keep customers in 2016 …. Why else are we in business?

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Help.com

MARCH 14, 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. Think about what that means for your brand. 71% of customers are ready and willing to part ways with your company. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers.

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

Alida

MAY 8, 2018

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. . Many brands are not delivering a great experience to customers, so it’s not helping CMOs win the engagement game. CMOs still don’t have a single view of the customer.

Report 173

Report Customer Experience Leadership Study 173

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Trends 100

Trends Customer Experience Wireless Entertainment 100

Forrester

OCTOBER 5, 2016

Last week, my colleague Rick Parrish discussed the stagnation in CX for Canadian brands from our Canada 2016 Customer Experience Index™ In this post, I'll explore another big finding from our research: The way an experience makes customers feel has a bigger influence on their loyalty to a brand than the effectiveness or ease of the experience.

Loyalty 80

Loyalty Customer Experience Brands Industry 80

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. But what tools do we give to employees to prepare them to deliver a great customer experience?

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year? Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. Voice of the Customer (VoC).

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

ijgolding

JANUARY 15, 2016

Over the last few years, many experienced business people all over the world have been working hard to create, nurture and develop a brand new profession. Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. Customer Experience Strategy.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

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

Alida

SEPTEMBER 20, 2017

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” In fact, twice as many brand scores fell as rose.

Leadership 227

Leadership Insurance Airlines Hotels 227

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. Clearly, businesses believe that customer experience matters. That depends on who owns it.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179