CX University

MARCH 25, 2024

Ethical AI Use Businesses integrating AI into customer experience strategies must consider ethical implications, as transparency and responsible use of AI are essential for earning customer trust. Empathy is considered a fundamental essence of CX, guiding the design of omnichannel strategies and customer interactions.

Omni-Channel 52

Omni-Channel Customer Satisfaction Customer Experience Professionals Trends 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

JANUARY 19, 2023

Your team must be skilled in market research and analysis, be the voice of your consumers, and be the driving force behind change and the elimination of pain points. These processes are: 1) Feedback and Data Collection Having processes in place to facilitate consumer feedback collection is essential.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Talkdesk

AUGUST 20, 2015

Customers are more demanding than ever and more willing to defect after a poor experience. This presents a significant challenge for modern companies, who must adapt to provide a better customer service experience or risk eroding loyalty, losing revenue and contributing to the growth of competitor companies.

Loyalty 40

Loyalty Customer Experience Effort Score Call Center 40

ijgolding

FEBRUARY 12, 2018

According to a study by Gallup, “only half of customers believe that the companies they do business with always deliver on what they promise”. And this implies the allocation of the right investment to these customer experience initiatives, before millions are spent on marketing and media.

Strategy 132

Strategy Customer Experience Advertising Competitive Advantage 132

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Power to the People.

Trends 173

Trends Customer Experience Self Service ROI 173

ijgolding

MAY 25, 2015

The research examines how, why and when customer experience (CX) failures happen, the implications for brands and how they can win back a customer should a failure occur. The power of memories – the research demonstrates that the EMOTIONAL component that is a part of all experiences is incredibly powerful.

Customer Experience 120

Customer Experience Customer Centricity Customer Experience Professionals Customers 120

ShepHyken

FEBRUARY 26, 2023

A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty. My short answer is not to change anything that the customer would notice.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. Talk to your board.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CX University

NOVEMBER 21, 2020

Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Finance teams do not particularly enjoy the first two to three years of most customer experience initiatives, but it is not too long before they are raving fans.

Net Promoter Score 98

Net Promoter Score Brands Effort Score Loyalty Programs 98

ijgolding

NOVEMBER 13, 2014

I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Grateful for any past, present or future customer of Ryanair.

Brands 249

Brands Airlines Financial Travel 249

Experience Matters

DECEMBER 15, 2015

The problem stems from a desire to measure and track everything, which ends up consuming much of VoC teams’ capacity and budget. and will increase their use of more qualitative techniques such as customer interviews and ethnography. But these efforts overly focus on collecting data at the expense of taking action on the insights.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

customer sure

JANUARY 16, 2024

Due to the multi-faceted nature of ‘experience’, there’s no convenient single metric for measuring experiences – though concepts such as NPS (Net Promoter Score) , or CES (Customer Effort Score) make a good go of it. At the very least, an experience consists of communication , quality , pricing , and branding.

Customer Experience 62

Customer Experience Customer Journeys Management Net Promoter Score 62

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. Sue Duris Customer Experience and Digital Marketing Consultant. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

SurveySensum

JULY 9, 2021

But, the most important question is, ‘Do they really know their customers?’. Did you know that 81% of consumers said they’d only buy from the brands they trust? . Customers buy from companies they trust and connect with emotionally. Why is it important for CX Professionals to be empathetic? Or did they even try?

Social Media 98

Social Media ROI NPS Loyalty 98

ijgolding

OCTOBER 24, 2014

Their obsession with growth led them to taking their eye off the ball of why they really exist and what their customers want. They are now in a situation where the behaviour has led to an almost complete erosion of trust with the very consumer that they believed they were working so hard to please. The returns will come in time.

Retail 290

Retail Financial Report Customer Retention 290

ModSquad

JULY 1, 2019

It’s impossible to talk about brand without talking about the customer experience. Maintaining your customers’ satisfaction with — and loyalty to — your brand requires your entire organization to focus on that end user. But it’s your customer support agents who are your front line in sustaining that loyalty.

Customer Experience 71

Customer Experience Ecommerce CRM Customer Relationship Management 71

Horizon CX

SEPTEMBER 30, 2013

I’m reflecting and writing this latest blog on the eve of the very first Customer Experience Day (CX Day) declared so by the Customer Experience Professionals Association (CXPA) as the first Tuesday in October from this point forward.

Strategy 138

Strategy CEM Customer Experience Banking 138

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Described by Nunwood as – turning a poor experience into a great one.

Report 229

Report Customer Experience Customer Centricity Fashion 229

ShepHyken

MAY 9, 2017

Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty. A convenient, frictionless experience is something that consumers want and need, and are willing to pay for. Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience.

Loyalty 76

Loyalty Customer Experience Professionals Retail Financial 76

ijgolding

NOVEMBER 24, 2015

Whilst many of the people who have had to endure my ramblings are aligned to my passion for the subject of Customer Experience, there will always be some who have a different perspective. This perspective has led to me thinking what the world would be like if everyone felt like that – if no-one cared about Customer Experience?

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

CSM Magazine

MAY 19, 2023

At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression. This discipline combines aspects of design, psychology, marketing, and technology to create engaging, satisfying, and memorable experiences for consumers.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SurveySensum

SEPTEMBER 30, 2019

1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand.

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

Second to None

SEPTEMBER 23, 2019

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. What is the Channel-less Approach? Transparency . What is the Difference?

Omni-Channel 76

Omni-Channel Customer Centricity Brands Strategy 76

Answer Dash

SEPTEMBER 14, 2019

And if you were to ask them about their experience afterward, how would they answer? In today’s digital age, never before have consumer journeys and expectations been so diverse. Consumers are more likely to share positive interactions with companies than negative ones. Consumers are attracted to companies who honor them.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Hallmark Business Connections

JULY 27, 2021

Life event marketing can be described as “connecting with a customer on a personal and emotional level—particularly during a unique life moment—in order to trigger a response that results in higher company profits and customer loyalty.” This is the perfect combination of a very humanized marketing strategy and utilizing data.

Data 98

Data Marketing Social Media Connections 98

ijgolding

AUGUST 1, 2016

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. In fact Customer Experience is one of the only professions in the world where, right now, no textbook exists.

Customer Journeys 120

Customer Journeys Customer Experience Professionals Customers Tools 120

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Comm100

MARCH 8, 2017

Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Shep Hyken is a classic must-know customer service expert, and that is not without its reasons. She is an expert on customer-centric leadership, and an active tweeter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ModSquad

JULY 1, 2019

It’s impossible to talk about brand without talking about the customer experience. Maintaining your customers’ satisfaction with — and loyalty to — your brand requires your entire organization to focus on that end user. But it’s your customer support agents who are your front line in sustaining that loyalty.

Customer Experience 40

Customer Experience Ecommerce CRM Customer Relationship Management 40

Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. I am so thankful to hear about more than data and be surrounded by so many dedicated customer experience professionals.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110