ECXO

NOVEMBER 9, 2023

Her seminal work, “Culture Your Culture: Innovating Experiences @ Work,” published by @Emerald Group in 2018, has become a cornerstone in pursuing innovative workplace experiences. She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers.

Culture 52

Culture Connections Contact Center Leadership 52

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. In 2018, I flew 127 times. You guessed it – KLM.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Beyond Philosophy

JULY 19, 2018

But renewing a product automatically without checking with the customer is a horse of different color, isn’t it? You could argue that it puts the needs of the organization above the customers. Of course, not all organizations are customer-centric and yes, some take the self-serving default too far and it hurts their experience.

Policies 199

Policies Customer Centricity Government Video 199

ijgolding

JANUARY 28, 2018

James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Like me, James regularly comes across organisations who talk about ‘putting the customer first’ – a statement that is hard to immediately disagree with. The six steps are as follows: Step 1 – Attract.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Comm100

DECEMBER 2, 2021

Between 2018 and 2020, the adoption of chatbots increased by 67%. As financial services organizations have sought out new ways to connect with customers, it has become obvious that the move toward personalized service is more than a passing fad. This will all change in 2022 as more organizations make the leap to AI.

Financial 236

Financial Trends Customer Experience Chatbots 236

ijgolding

MARCH 20, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric. A lifetimes ambition, I am beyond excited!!

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Here’s the big one: customers are always beautifully, wonderfully dissatisfied.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

ijgolding

DECEMBER 14, 2017

We are now about to commence a new calendar year – 2018 – a year that will mark the seventh anniversary of the establishment of Customer Experience as a profession. There are many examples of successes in customer centric transformation – but not enough. Look out for it towards the end of January.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Beyond Philosophy

DECEMBER 19, 2017

Secondly, the UK are not as customer-centric as U.S Furthermore, I worry that with Brexit, organizations in the UK will take their eye off the Customer Experience ball even more than they have already and customer-centricity there will decline further. They can adopt a customer-centric culture.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

ijgolding

MAY 21, 2018

In 2018, businesses in all industries need to accept that the harsh reality is ‘transform or die’. If an organisation wants to survive in the world today, it must continuously (at least once a year) consider the following ten questions: Do we know who are customers are? My book, ‘Customer What? – Enjoy the read!!

Retail 186

Retail Leadership Case Study Financial 186

Strativity

JUNE 29, 2018

Implementing customer-centric transformation is difficult for most organizations. Automotive manufacturers have the additional complexity of creating consistent customer experiences across dealerships that are franchised businesses or parts of larger automotive groups.

Automotive 45

Automotive Customer Experience Customer Centricity Effort Score 45

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. You will learn how to advance customer support through AI, self-service, social customer care, multichannel integration, automation, empowered agents and more.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. They’re guided to diagnose problems and propose customer-centric solutions by a professional customer experience facilitator.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Confirmit

NOVEMBER 16, 2020

In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change. Erie Insurance has a dedicated focus on ensuring its employees work together with a clear sense of purpose to deliver excellent customer experiences.

Insurance 52

Insurance Case Study Touchpoint eBook 52

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Customer Service Representative 76

Customer Service Representative Customer Centricity Exercises Customers 76

C3Centricity

NOVEMBER 20, 2017

If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. Find Out More & Book TODAY! Book Now to Run in Q1 2018 & get 20% OFF!

How To 168

How To Insurance Groups Consumers 168

Kustomer

NOVEMBER 1, 2021

According to Apple, in 2018 there were roughly 550,000 podcasts and today there are more than 2 million. that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy. She has also authored two books on customer experience. Have you noticed? Podcasts seem to be everywhere.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

CX University

MARCH 22, 2018

And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on. This is most aptly stated in the title of my friend Brian Dennis’ book If the Customer’s the Co-Pilot, You’re in the Wrong Seat (Dennis, 2016).

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

C Space

JUNE 18, 2019

One of the most enjoyable sights of 2018 was watching commentators getting all hot and bothered about purpose and purpose-driven advertising. Take a leaf out of the surrealists’ book and try drawing your feeling, without letting the pastel stop moving. Peter Fader: Customer Centricity is Not About “The” Customer.

Customer Centricity 65

Customer Centricity Advertising Multi-Channel Innovation 65

Michel Falcon Experience

APRIL 23, 2019

If you know of a great customer experience story please share in the comments section of this post. I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. You and I can’t train our employees how to do this habitually. Okay, okay, okay.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. His book “Practical CSM” is the bible for anybody embarking on the journey of customer success.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Strativity

MAY 17, 2018

Hackensack, New Jersey, May 17, 2018 – Strativity, a global leader in experience and culture design announces the launch of a critical tool to foster employee centric cultures resulting in greater engagement, productivity and customer experiences.

Exercises 40

Exercises Culture Employee Experience Study 40

Kustomer

FEBRUARY 4, 2020

Voice Search Pops up on the Customer Service Radar. This trend is catching the attention of customer-centric organizations as they struggle to determine how voice search will or should impact their organizations. A Focus on a Customer-Centric Organization. Customer Service Goes Outbound. What does that mean?

Trends 59

Trends Self Service Customer Service Omni-Channel 59

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

DECEMBER 9, 2020

The value of becoming a customer-centric company is no longer in question. The truth is that creating a customer-first model at your company is not as simple as introducing a piece of technology and calling it a day — you need to produce a cultural shift. . In 2018, Banco Guayaquil launched Proyecto Centrico.

Banking 52

Banking How To Effort Score Culture 52

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

transcosmos Information Systems

NOVEMBER 6, 2018

In August 2018 , Apple became the first American public company to reach $1 trillion market value. Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. Lesson #5: Obsessive customer focus.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior. You Also Might Like… 5 Innovative Ways to Connect with Customers Digitally.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

CSM Practice

FEBRUARY 20, 2020

This stage is the height of customer success maturity where the entire organization becomes customer-centric. All teams and departments are oriented about customer health and customer success. Integrating data sources can make for faster, well-informed, and profitable customer-centric decisions.

Customer Success 52

Customer Success Data Engagement Effort Score 52

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

ChurnZero

MARCH 3, 2020

In 2018 SaaStr brought their event overseas to Paris for their inaugural SaaStr Europa and in 2019 they had more than 2,000 SaaS leaders and founders attend to experience an immersive two-day event of content and networking. As you know Customer Success is still a newer discipline and standard best practices are not yet well-defined.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Gainsight

APRIL 23, 2019

Now in its 7th year, Pulse is introducing an immersive Product Management track where you’ll learn how successful product companies are cultivating customer-centric product experiences. In his book, “Crossing the Chasm,” Geoffrey Moore (Pulse 2018 speaker and author) speaks of the bowling alley strategy.

Tips 49

Tips Management Roadmap Conference 49

RapportBoost

DECEMBER 17, 2018

We were fortunate to witness this great conversation with Heidi Rote from our valued client, Jenny Craig , and a 2018 ICMI Mover & Shaker on leveraging chat in today customer-centric communications world. Erika Moore: Alright, let’s see if we can squeeze in one more… What is your favorite book about leadership?

e-support 49

e-support Contact Center Sales Training 49

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. .

Customer Experience 58

Customer Experience e-support Customers Study 58

Magellan Solutions

FEBRUARY 26, 2022

On top of their natural-sounding accent and diction, Filipinos are mostly known for their customer-centric approach. Billion in 2018. Contact us or fill out the form below to book your schedule today! Among the top countries that outsource include the United States, Australia, and the United Kingdom. TALK TO US!

Government 40

Government Insurance Innovation Telecommunications 40