ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). It did not take long for me to start becoming interested in the customer service elements of the business.

Culture 264

Culture Measurement Customer Centricity Hotels 264

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 110

Insurance Industry Customer Experience Self Service 110

ijgolding

DECEMBER 14, 2017

As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. Unusual – yet those who know me will agree that I often am!

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

Alida

AUGUST 27, 2018

In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. That’s why patient experience has become a big priority. Improving patient experience is an investment worth making. Having a champion of patient-centricity can help.

Hospitality 95

Hospitality Retail Leadership Study 95

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Communicate how you will measure success.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? But WHY is customer experience so important?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

ijgolding

MAY 7, 2015

I get to experience many wonderful things plying my trade around the world. Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist. I personally believe that no-one ever becomes an expert.

Customer Experience 120

Customer Experience Customer Centricity How To Engagement 120

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

LiveChat

SEPTEMBER 22, 2017

In the chapter dedicated to emotions, the author stated that the unconditional love happens between parents and their children only. But what the author also stated was that in all other relationships, we love because we have a reason to do so. Businesses have relationships with their customers. Not really surprising, I know.

Customer Satisfaction 106

Customer Satisfaction How To Sports Social Media 106

SurveySensum

NOVEMBER 22, 2023

Do you know that 88% of online customers don’t return to a website after a poor user experience? That’s why offering a seamless experience is crucial to keeping visitors engaged and returning for more. Through website feedback – a compass guiding you toward satisfied customers and higher profits.

Feedback 52

Feedback Customer Insights e-support Social Media 52

BirdEye

FEBRUARY 29, 2024

This crucial aspect of their role has been highlighted by recent findings from Birdeye’s “ State of Online Reviews 2024 ” study, which casts light on the growing influence of online reviews in establishing that trust. The study reveals key insights into the dynamics of customer feedback: Online reviews grew by 5% over 2023.

Examples 58

Examples Trends Financial Communication 58

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. KPIs to Share With Executives.

Customer Success 72

Customer Success How To Net Promoter Score Financial 72

ijgolding

OCTOBER 19, 2015

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. The most customer centric organisations in the world recognise and very much appreciate this fact.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Kustomer

JUNE 18, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Bob Thompson from CustomerThink to discuss his recent research on customer experience. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers.

Customer Journeys 72

Customer Journeys How To Customer Centricity Exercises 72

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries.

Management 41

Management Automotive Leadership Effort Score 41

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. This is where businesses are appraised, critiqued, and advocated for by customers. Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Ecommerce 58

Ecommerce Travel Hotels Social Media 58

Kustomer

JUNE 18, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Bob Thompson from CustomerThink to discuss his recent research on customer experience. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers.

Customer Journeys 52

Customer Journeys How To Customer Centricity Exercises 52

Innovative CX

FEBRUARY 26, 2019

Have you ever been in a discussion with colleagues when the question is asked, “Who owns the customer in our organization?”. Or better still, “Who owns the customer experience?” Of course, there is truth in the “everyone does” response - all of us do have a role in delivering an exceptional experience to our customers.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Kayako

AUGUST 18, 2016

Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails. Where to start with a job description.

Customer Service 120

Customer Service Customers Customer Service Representative Culture 120

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

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? And, we’re seeing a new term for the branch experience: ‘shadow banking’. They are looking to improve their branch models as customer behaviors, and needs, change. Are they both? Are they neither?

Banking 60

Banking Customer relationships Self Service Financial 60

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. In a previous post we tackled the question of ‘what is customer success?’ This is the high level 100,000 foot overview of what Customer Success means to us.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. How will COVID-19 affect Customer Experience?

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Anika Zubair.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. I guess you can say Customer Success did, in fact, Cross the Chasm.

Social Media 45

Social Media Conference NPS Customer Success 45

LiveChat

SEPTEMBER 22, 2017

In the chapter dedicated to emotions, the author stated that the unconditional love happens between parents and their children only. But what the author also stated was that in all other relationships, we love because we have a reason to do so. Businesses have relationships with their customers. Not really surprising, I know.

Customer Satisfaction 28

Customer Satisfaction How To Sports Social Media 28

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Grade.us

SEPTEMBER 15, 2020

Whether you’re searching on a desktop or a mobile device, using voice search, or you’re in your car, local search engine optimization or Local SEO impacts how your customers can find you. There were a ton of great answers from the community and they all had different nuances to their definitions. It's quite huge.

Social Media 58

Social Media Ecommerce Video Connections 58

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why? "I

System 338

System Effort Score NPS Net Promoter Score 338

AWS Machine Learning

MARCH 15, 2024

In today’s landscape of one-on-one customer interactions for placing orders, the prevailing practice continues to rely on human attendants, even in settings like drive-thru coffee shops and fast-food establishments. The workflow consists of the following steps: A customer places the order using Amazon Lex.

Interaction 122

Interaction e-support Policies Multi-Channel 122

Comm100

APRIL 22, 2023

Higher Ed Admissions – Strategies for Increasing Student Enrollment 69% of admissions officials from community colleges and 55% of admissions officials from private colleges are very concerned about meeting their institutions’ goals for new students. This comes as student enrollment plummets.

Strategy 130

Strategy Chatbots Omni-Channel Social Media 130

ijgolding

AUGUST 6, 2018

I often write my blog posts and articles whilst travelling on either a train or an aeroplane. The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train or an aeroplane is rarely one that I will remember.

Customer Experience 148

Customer Experience Travel Transportation Airlines 148