ijgolding

NOVEMBER 28, 2014

Every time I share the video, it reminds me of the power the consumer has at their disposal in the digital world we live in. Six years after Dave’s experience, we are arguably in an even more commanding position to get our voices heard by the masses, even if the companies we interact with directly appear not to be listening.

Social Media 318

Social Media Airlines Video Consumers 318

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

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.

Brands 249

Brands Airlines Financial Travel 249

InMoment XI

AUGUST 9, 2011

With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.

Voice of Customer 150

Voice of Customer Data Banking Customer Experience Professionals 150

InMoment XI

AUGUST 9, 2011

With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.

Voice of Customer 150

Voice of Customer Data Banking Customer Experience Professionals 150

InMoment XI

AUGUST 9, 2011

With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.

Voice of Customer 150

Voice of Customer Data Banking Customer Experience Professionals 150

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

CSM Magazine

OCTOBER 30, 2024

The team at Quirky Campers has made significant improvements in call response times, owner relations, and customer experience, leading to a notable 4.94-star star rating.

Exceptional Customer Service 52

Exceptional Customer Service Customer Experience Professionals Meeting Consumers 52

Qualtrics

JUNE 21, 2019

The customer is always right, yes? Well, what if the customer doesn’t know what he or she wants? Success can be found in anticipating consumer taste and catering to it without them even asking for it. What Consumers Want. Register today for this exclusive opportunity to learn from customer experience masters.

Customer Experience Professionals 52

Customer Experience Professionals Video Customer Experience Touchpoint 52

ijgolding

DECEMBER 4, 2019

The subjective feeling of “fit for my use” by the consumer. Veronika Luxemburg is Certified by CXPA, as Customer Experience Professional (CCXP), Coach certified by ICF, and she also holds a Lean6Sigma certification. Descartes). Protagoras). Its people that meet, not products. Man is the measure of everything.”.

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

CX Journey

MARCH 13, 2018

Their findings still show a disconnect between customer expectations and companies' beliefs. Capgemini found that: 75% of companies believe that they're customer-centric, while only 30% of consumers agree. We know that there's a linkage between customer experience leaders and stock performance.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Oracle

MARCH 28, 2018

Since it depends on visibility of transferred data, this feature can be leveraged to foster trust among consumers (for example, a company-owned portal that shows all blockchain activity associated with a customer, which the customer can view any time in order to see how their business relations stand).

Customer Experience Professionals 49

Customer Experience Professionals Technology Customer Experience Banking 49

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ijgolding

FEBRUARY 3, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

ijgolding

APRIL 4, 2017

Just this week, a fellow human being – who also happens to be a passionate Customer Experience Professional, has inspired me to write this post. Jacques Strydom believes, that when we are talking about the subject of Customer Experience, we must always start by remembering that we are Human first.

Technology 336

Technology Leadership Innovation Customer Experience Professionals 336

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

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

ShepHyken

JULY 8, 2019

My Comment: It’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. More and more consumers are turning to social channels to seek help, complain and praise. 10 Best Things about Customer Contact Week 2019! Make sure you’re there for them.

Customer Service 121

Customer Service Social Media Customer Experience Professionals Customer Care 121

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. Personalisation.

Report 229

Report Customer Experience Customer Centricity Fashion 229

ijgolding

SEPTEMBER 29, 2015

I found myself extremely fortunate and humbled to be judging the category that means most to me – the UK Customer Experience Professional of the Year. In fact, two of the finalists were so incredible, this year saw them both crowned UK Customer Experience Professional of the Year.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

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

CX Journey

JULY 5, 2018

Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear. The important component along each phase is, obviously, the data and what is done with the data.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

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

CX Journey

DECEMBER 13, 2017

In this webinar, I share the five steps you must take in order to drive action with the vast quantities of data available today - for the developers and the analysts who build dashboards and reports that customer experience professionals use to understand the customer and her experience in order to design and deliver a better experience.

Data 112

Data Customer Experience Professionals ROI Analytics 112

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. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

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

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.

CEM 138

CEM Strategy Customer Experience Banking 138

Alida

NOVEMBER 29, 2017

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. Forrester’s Customer Experience Index , an annual report that ranks the CX performance of 314 brands in the U.S.,

Study 127

Study Leadership Customer Experience Professionals Metrics 127

ijgolding

SEPTEMBER 30, 2014

The best demonstration of this growth was in the surprise package of the day – an organisation that the majority of consumers will not have heard of – including many of you reading this. One company won 6 (six) UK Customer Experience Awards on Thursday – that company is Northern Gas Networks.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

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

InMoment XI

MARCH 6, 2024

As hosts of this “party,” the company is responsible for ensuring that every aspect of the customer experience is enjoyable and satisfactory. It highlights the importance of online reputation management and the type of impact it has on customer experience. A brand is no longer what we tell the consumer it is.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Lumoa

OCTOBER 24, 2023

This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?” A customer experience that focuses on cultivating happiness needs to follow a similar model.

Competitive Advantage 195

Competitive Advantage Customer Experience Net Promoter Score Effort Score 195

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. On the positive side, NPS provides a consistent methodology to measure consumer affinity for a brand.

System 317

System Effort Score NPS Net Promoter Score 317

Lumoa

DECEMBER 9, 2020

As every customer experience professional knows, surveys represent an invaluable tool for improving the customer experience , by understanding the strong and weak points about your business, and ultimately boosting revenues.

Survey 195

Survey NPS Tips Feedback 195

Lumoa

APRIL 21, 2022

70% of consumers say they have already made a choice to support a company that delivers great customer service. For 73% of customers, friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand. You’re not alone.

How To 195

How To Self Service Banking Customer Satisfaction 195

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 diversified experience includes significant client-side, consulting-side, and agency-side tenures. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147