ijgolding

FEBRUARY 5, 2018

Was HP a customer focused organisation at that time? In the 90’s, I can definitely say that HP was a very customer centric organisation – that is despite it essentially being an engineering business. However, towards the end of the 90’s, HPs leadership changed. It was vital to get it right.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Lumoa

MAY 21, 2018

We specifically asked them to list, which departments are responsible for Customer Experience in their companies in addition to the more usual suspects, i.e. their dedicated Customer Experience/ Success/ Support departments. Discover all the results of the survey in the State of Customer Experience in 2018.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

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

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Often front-line teams have an excellent pulse on the customer’s wants and needs. Don’t underestimate the power of this.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Guru

MARCH 5, 2018

Written by Sonal Jaiswal | Evangelist, Customer Guru. The theme for International Women’s Day 2018 is Press for Progress. Mr. Zenger is the CEO and Mr. Folkman is the President of Zenger Folkman, a leadership development consultancy. Customer dynamics and expectations are also changing constantly. Takes Initiatives.

Customer Centricity 110

Customer Centricity Financial B2B Culture 110

Experience Investigators by 360Connext

NOVEMBER 16, 2018

CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective.

Customer Journeys 236

Customer Journeys Wait Times Contact Center Trends 236

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

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng. Bob Thompson. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

JULY 30, 2019

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. What is the Customer Experience Gap? These are the combination of traits I see that make for winning customer experience teams.

Customer Experience 137

Customer Experience Net Promoter Score Effort Score Metrics 137

Storyminers

JULY 6, 2020

After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng. Bob Thompson. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

DECEMBER 20, 2017

Subscribe to the Vision Critical blog newsletter for more stories like these in 2018. These organizations prioritize customer insight, leveraging data and analytics in every step of their decision-making. The CX leadership gap widens. The business world is plagued by a growing CX leadership gap.

Retail 154

Retail Study Innovation ROI 154

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Currently working at Qualtrics as a Sr. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ECXO

SEPTEMBER 19, 2023

Hewlett-Packard shifted its focus to employee experience in 2018 and it stock price grew from $16 to $26 within just two years. Everybody in your organisation needs to have a clear line of sight from themselves, and the work they do, to your customer. Clarity on the customer experience you plan to deliver, is critical.

Management 52

Management Culture Innovation Feedback 52

Confirmit

DECEMBER 4, 2018

She also discusses the key advice she would offer someone starting a Customer Experience program, focusing on the importance of getting buy in from senior leadership teams, ideally having a senior sponsor backing the program. Voice of the Customer Videos. Finally, Barbara talks about her experience of working with Confirmit.

Insurance 40

Insurance Customer Centricity Culture Video 40

Experience Investigators by 360Connext

OCTOBER 9, 2019

. “Joe here runs our customer experience program.” Leaders honestly believed that the collection of customer feedback WAS a customer experience program. These types of organizations see their number one priority as serving the customers they have. What does that look like, exactly? Time to take action.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

Experience Investigators by 360Connext

NOVEMBER 16, 2018

CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective.

Customer Journeys 110

Customer Journeys Wait Times Contact Center Trends 110

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. Clearly, personas require a lot of research into who your customers are and how they behave.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

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

CX Workout - Ideas Blog

NOVEMBER 3, 2020

As many of our CX, EX, UX, and Data peers understand, each of these roles must report directly to the CEO who has a total vision of customer centricity. That’s the only way an organization can begin a continuous learning process and start to realize the full benefits of delivering exceptional customer experience.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

Second to None

JUNE 7, 2018

Segmenting your customer support training to adjust to the different channels they interact with customers is a good first step to establishing this value. Ultimately, your team should quickly respond to as much customer feedback, positive or negative, that is posted directly to or about your organizational accounts.

Social Media 59

Social Media Voice of Customer Brands Advertising 59

Gainsight

APRIL 15, 2019

From Customer Success to Customer Growth. Human-First Leadership. Customer Data Infrastructure. Anyway, I’m glad you have last year’s blog in front of you, because in this one I want to revisit it to talk about how we’re making changes to Pulse based on that feedback. Operationalizing Outcomes.

Hospitality 81

Hospitality Leadership Customer Success NPS 81

Second to None

AUGUST 2, 2018

Another example of a negative moment invading the zeitgeist and greatly impacting the reputation of a national brand occurred in April 2018, on a United Airlines flight from Chicago to Kentucky. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Stella Connect

JANUARY 4, 2022

Rather, keeping a pulse on how your agent is performing (which can inform how they’re likely going to respond to your feedback), and how they’re going to create actionable change in their behavior as a result, is another critical part of coaching. Make customer service training an ongoing effort. Use firsthand, specific, timely data.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Second to None

FEBRUARY 6, 2019

Research revealed little to no improvement in customer experience over the course of 2018 [1]. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. 2] His take? Companies are afraid to make big changes. PROGRESS TAKES TIME.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). They gathered consumer data from 10,000 respondents in the US.

ROI 54

ROI Study Financial Loyalty 54

Second to None

APRIL 6, 2018

on April 6, 2018: “ A business without customers is like a boat on dry land. Customers are essential to every company’s success. Despite this, some organizations that claim to be customer-centric take their customers for granted.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). They gathered consumer data from 10,000 respondents in the US.

ROI 48

ROI Effort Score Study Financial 48

ChurnZero

MARCH 3, 2020

Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR. The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is planning on hosting twenty-four RYG Leadership Hour events in 2020.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., The rise of social and digital media has reinvented how people learn about brands, form opinions, buy products, seek support and give feedback.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. 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.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Second to None

SEPTEMBER 20, 2018

It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. On the March 26th of 2018, Google announced that they were rolling out mobile-first indexing. In 2018, all eCommerce platforms provide responsive templates. Things have changed, however. Let’s dive in.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

Second to None

APRIL 4, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on April 3, 2018: “Customers are a business’ most valuable asset, which is why they spend a lot of money to acquire new ones and work hard to retain the ones they have.

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

APRIL 2, 2018

To reach this level of performance, your entire organization from leadership to cashiers needs to buy-in. on April 2, 2018: “ Customer acquisition is an ongoing challenge. You need customers for your company to survive , but converting them is costly. If someone criticizes your company, respond thoughtfully.

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54