Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

ijgolding

JANUARY 12, 2018

Travelling to and from work can rarely be described as an experience we look forward to – whatever part of the world you come from. Yet for the hard working British worker, the daily travel experience has become more unpleasant than ever.

Industry 156

Industry Transportation Travel Government 156

SurveySensum

JANUARY 26, 2024

Ensuring a Positive Industry Reputation : Word of mouth travels fast, especially in the digital landscape. Encourage satisfied customers to leave positive reviews on platforms like Google, Yelp, etc, or industry-specific review sites like G2 for SaaS products. So, what strategies do you need to use at this stage?

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

Beyond Philosophy

DECEMBER 23, 2014

The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations. Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Institute a Customer-Centric focus, not an operational focus.

CEM 98

CEM eBook Social Media Customer Centricity 98

ijgolding

AUGUST 18, 2015

If you travel outside of the EU, VAT is not payable to the UK government. Customer Centric organisations are ones who ‘put the customer at the heart of everything they do’ – that means that every time the organisation makes a decision, it does so considering the effect that decision may have on their customer.

Customer Experience 120

Customer Experience Retail Customer Centricity Telecommunications 120

Think Customers

JULY 29, 2022

Detecting and understanding customer intent can give brands clarity into what a customer is trying to do beyond what they are saying or clicking on, whether it’s an upsell opportunity, a chance to deepen the customer relationship, increase customer retention, enhance a product or service, or something else.

Data 59

Data Apparel Automotive Tourism 59

ijgolding

MAY 10, 2018

Travelling as far and wide as I do, I consider myself extremely fortunate to witness first hand, customer experience in different cultural environments. It is not products and services that have the greatest effect on the way a customer feels – it is your own people – the way your employees make them feel.

Hotels 156

Hotels Travel Culture Customer Experience 156

ijgolding

DECEMBER 14, 2017

The conclusion to that particular article was that despite significant advancements being made in technology, too many organisations continue to deliver inconsistent and random experiences that fail to meet the needs and expectations of customers. There are many examples of successes in customer centric transformation – but not enough.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. But, too often, customer data is locked in silos.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

ijgolding

MAY 9, 2016

A customer trip, at most. All the literature about customer experience shows the long travel from investigation and research to online and store and contact centre finally to purchase and after sales service – because multichannel is key, right?

Consulting 120

Consulting Travel Customer Journeys Customer Centricity 120

ijgolding

NOVEMBER 16, 2015

Instead, I encourage anyone with an interest in helping their organisation become more customer centric, to constantly and continuously bring these phrases to life through the effective relating of stories. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 120

Clarabridge

OCTOBER 23, 2015

Moreover, in a highly competitive environment, customer loyalty and customer retention is a key to provide customer care. As it costs 5 times the amount of money to acquire a new customer to retain an old one , customer loyalty is one of the top priorities for telecom brands.

Industry 40

Industry Omni-Channel Customer Service Transportation 40

Inbenta

MAY 7, 2021

Customer satisfaction translates into customer loyalty, great online reviews and word of mouth recommendations. Failing to make the customer feel valued means losing potential customers and serious damage to your brand. Here’s how you can reduce your customer service response times to avoid lost leads.

Customer Service 116

Customer Service Social Media How To Software 116

Wootric CX Blog

FEBRUARY 14, 2019

His book Never Lose a Customer Again discusses the 8 phases your customer has the potential to travel through as part of their customer journey and the 6 tools you can use during that journey to create remarkable experiences for your customers. Why we love Sarang: Sarang’s head of Customer Success at Wootric.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. BIG RYG 2020 Date: October 8, 2020 Location: Washington, D.C.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ijgolding

JANUARY 24, 2017

Up until January 2016, when I had the honour of being a judge at the inaugural Gulf Customer Experience Awards , the volume of discussion about ‘service’ has been significant. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

SurveySensum

FEBRUARY 20, 2024

Monitor Performance : Regularly monitor your performance in meeting customer expectations. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Your customers – and your bottom line – will thank you for it.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Monitor Performance : Regularly monitor your performance in meeting customer expectations. Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Your customers – and your bottom line – will thank you for it.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SmartKarrot

JUNE 16, 2021

Apply here: [link] Role: Director of Customer Success Location: Remote, Montclair, NJ, US Organization: LifeHikes® As a Director of Customer Success, you will lead and scale a?global?customer-centric?support customer-centric?support to optimize all phases of the customer journey. support strategy?to departments?to

Customer Success 10

Customer Success Travel Case Study Customers 10

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. I was very tight for time as I was travelling back to Chester from London earlier in the day.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

ijgolding

NOVEMBER 24, 2015

Followers of my blog will know that I have traveled extensively over the last four years. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

Currency Alliance

MAY 9, 2019

Few brands have yet appreciated that, as this blossoming mobility marketplace becomes highly competitive, strategies and tools will be needed to capture this insight, maximize customer retention, and minimize CPA – not just in their existing spheres of control, but across every channel that funnels customers to their service and keeps them engaged.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Storyminers

JULY 6, 2020

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. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

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. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

SEPTEMBER 15, 2023

With the variety of online products and services, customer expectations are constantly growing. And this doesn´t just impact initial interactions but contributes to customer retention, too. Many subscribers prefer to send their questions and complaints through email to save time from contacting a customer support representative.

Marketing 59

Marketing Customer Experience Communication Entertainment 59

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Irene Lefton.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

ijgolding

JULY 19, 2016

Being a customer centric leader requires a lot more than just TALKING about it. Here is what customer centric leaders should be doing – continuously: Making direct contact with customers, regularly. Accumulating expertise in customer centricity. Communicating and living by customer-centric values.

Customer Focused 120

Customer Focused Examples Customer Centricity Airlines 120

ijgolding

JULY 1, 2015

Whilst there are often cultural differences from country to country, the premise is largely the same – how can we influence organisations to be more genuine and authentic at being Customer Centric so we can deliver greater advocacy, loyalty and growth. Now I have made it clear that I travel a lot.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

BirdEye

DECEMBER 8, 2023

With it, you get: Centralized platform to manage reviews across various online channels Reply and get real-time feedback from customers. Leverage social media platforms Social media management builds brand awareness and customer loyalty. This can increase brand recognition, customer retention, and business growth.

Tips 58

Tips Strategy Marketing Social Media 58

ijgolding

JULY 4, 2016

I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Last week I was on a train travelling from London to Chester. I was fortunate enough to be travelling with my wife, Naomi (not something that happens often enough!).

Fashion 156

Fashion Customer Experience Travel Customers 156

ijgolding

DECEMBER 8, 2015

Regular readers of my blog will be fully aware that I travel a lot. Anyone who travels – either on business or for pleasure – knows that there are certain elements of the experience that can be very stressful. Where is that taxi? My last story is one that is rather apt for me at the moment.

Customer Experience 120

Customer Experience Omni-Channel Retail Travel 120

Kayako

MAY 12, 2016

Andrew documents his personal accounts from dealing with customer relationships amongst snippets of wisdom from the customer service world, combined with plenty of quotes, images from his travels, and thoughtful articles with analysis. Customer support newsletters. Mercenator. Mercernator is Mercer Smith-Looper.

Conference 120

Conference Tips Call Center Video 120

LiveChat

DECEMBER 27, 2016

Relationship marketing is about forming long–term relationships and focusing on customer loyalty. In the transactional model, a customer may be convinced to select your brand one time, but without a strong relationship marketing strategy, the customer may not come back in the future. Customer service.

Marketing 51

Marketing Social Media Loyalty Programs Customer Centricity 51

SmartKarrot

APRIL 23, 2020

Customer success is a longer-term strategy that focuses on cultivating deeper relationships with customers by helping them achieve their desired goals for using a platform or application. It spans the entire customer journey, from product development and adoption to customer retention and growth.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10

Experience Matters

APRIL 7, 2015

The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120