Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

OCTOBER 6, 2016

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements. Tony Hsieh.

Culture 169

Culture Banking Metrics Employee Engagement 169

Oracle

MARCH 15, 2019

It is more important to learn everything than it is to know everything— at least when it comes to customer experience. In this episode of Unforgettable, Ian Golding describes a common attribute of the most customer-centric organizations, and how a change in mindset can move organizations to be more sustainably customer-centric.

Customer Experience 49

Customer Experience Customer Centricity Banking Customer Experience Professionals 49

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

JANUARY 24, 2017

Time after time, representatives of organisations stood in front of me and my fellow judges and brilliantly described how the customer was core/central to the strategy of the business. In the United Arab Emirates alone, there are 46 banks – 46!!! All of them provide similar products and services.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

PeopleMetrics

FEBRUARY 17, 2014

Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does.

Banking 102

Banking Contact Center Travel Customer Experience Professionals 102

Ann Michaels and Associates

MARCH 13, 2019

It’s important that your strategy supports business objectives, accurately reflects your brand, and aids in prioritizing which customer goals to support and how to support them. Organizations that aspire to differentiate based on digital customer experience need a clear, cohesive execution strategy.

Customer Experience 49

Customer Experience How To Touchpoint Customer Centricity 49

ReviewTrackers

MAY 8, 2017

Event speakers and presenters include executives from Home Depot, Softbank Robotics, Under Armour, FordDirect, Marriott International, Intel Corporation, Subway, and Bank of America, among many others. Featured speakers come from companies like USAA, MetLife, Northwestern Mutual, MoneyLion, Hanover Insurance, and Citizens Bank.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

CX Journey

DECEMBER 13, 2018

Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. With that shift comes the rise of the CX Team in the organizational structures of banks, insurance companies, consumer brands, and B-to-B entities.

Tips 83

Tips Customer Insights Leadership Exercises 83

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!! Hill II Founder/Chairman Metro Bank.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. Customer Experience Professionals are in constant need of evidence of the ROI of Customer Experience – it is fantastic that KPMG Nunwood are adding even more fuel to the fire!

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Strativity

JULY 16, 2014

The program is designed to provide a multifaceted, interactive and overall empowering experience that will ensure participants are equipped with the tools they need to make Customer Centricity an organizational success. To register for the Orlando, FL program, October 21-23 2014, visit this link.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Chattermill

JUNE 25, 2019

If we look back at the last decade in business, consumer preferences have been altered by startups offering standout customer experiences. These startups have since morphed into industry leaders by making customer experience a competitive advantage. In the UK, Monzo and Revolut are raising the bar for CX in Banking.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

SurveySensum

MARCH 4, 2021

In this episode Tanuj, NK, and Debbie are talking about the impact of CX on business metrics, VOC and CX metrics and their measurables, VOB, VOC, and VOE and their differences, bringing alignment across multiple teams, tips to manage the emotions of the customer, where does CX starts and ends in an organization, and a lot more!

Metrics 52

Metrics ROI Measurement Voice of Customer 52

SurveySparrow

OCTOBER 25, 2019

By doing this, your customer support team can easily identify who they are and understand them better. It is an important step towards becoming truly customer-centric. Think about how often do you conduct customer feedback surveys ? Try to treat customer support as a feature of your product or service.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. Too few organisations focus on the verbatim comments, ie the actual voices of their customers, and fixate on the number.

System 338

System Effort Score NPS Net Promoter Score 338

Pointillist

APRIL 26, 2018

Silo mentality is the biggest organizational hurdle to improving customer experience.” – Chris Ward, Editor MyCustomer.com. Most customer experience professionals agree with that view. Instead, align your KPIs and targets so that all your teams are incentivized to pull in the same direction—towards the customer.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40