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. Expectations.

Report 229

Report Customer Experience Customer Centricity Fashion 229

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

ijgolding

DECEMBER 30, 2014

Customer Experience training is pretty commonplace now – even to the point where the profession has its very own professional qualification – CCXP (Certified Customer Experience Professional – who would have thought twelve months ago that Customer Experience would be a professional competency?!

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. The six steps are as follows: Step 1 – Attract. What do I mean by the ‘right employees’?

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Resource: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience by Annette Franz.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. maps aren''t just for the customer experience. Use journey maps to. A closing thought.

Customer Journeys 189

Customer Journeys Customer Experience Professionals Touchpoint Customer Centricity 189

Lumoa

JANUARY 9, 2018

Smaller organizations need to maximize their competitive advantage by delivering experiences that larger orgs can never truly emulate, no matter how good their technology.” Diane Magers, CEO at CXPA @DianeMagers “Customer Experience has been a catalyst for organizational change. Let’s think in customer touchpoints instead.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

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 Customer Experience Professionals Innovation 336

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. Most organizations attack the symptom not the cause.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Alida

MARCH 10, 2017

Failure to listen to customers. Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. In fact, customer needs should come before the demands of shareholders. Twitter, according to Solis, demonstrates what happens when you ignore customers.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 196

BlueOcean

JUNE 27, 2024

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. Integrating empathy into customer interactions can differentiate businesses and foster long-term loyalty.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

CX University

FEBRUARY 13, 2025

Collaboration features: JourneyTrack enables real-time collaboration across departments, fostering a customer-centric approach throughout the organization. Customization options: The platform is highly customizable, allowing organizations to tailor journey templates, metrics, and dashboards to their specific needs.

Customer Journeys 72

Customer Journeys Software Innovation Course 72

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. ” – Shep Hyken.

Customer Experience 213

Customer Experience Self Service Hospitality Customer Journeys 213

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. . Get Calculator.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

ijgolding

FEBRUARY 20, 2017

However (there is always one of those), Customer Experience Professionals all around the world, still seem to be fighting a justification battle – fending off attack from those who do not believe in the value of CX as a strategic priority, or from those who do not believe that any ongoing investment is required to sustain a focus on it.

Customer Experience 208

Customer Experience Poor Customer Service Return on Investment Financial 208

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ShepHyken

JULY 8, 2019

(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure.

Customer Service 122

Customer Service Social Media Customer Experience Professionals Customer Care 122

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And one has many of the hallmarks of a CX role – establishing trust, optimising interactions across all channels – but with primary focus on scaling the support operation.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

InMoment XI

MARCH 6, 2024

According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Experience Investigators by 360Connext

OCTOBER 1, 2019

Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. Watch: Building (and sustaining) a Customer-Centric Culture.

Case Study 137

Case Study Customer Centricity B2B Culture 137

Experience Investigators by 360Connext

APRIL 14, 2020

The truth is, there’s no single customer journey mapping template that works for everybody. I’ve seen all sorts of maps work: Interactive, shared journey maps are available via many of the tools like UXpressia and CX Workout. It can be a static document or a robust, interactive experience.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

CloudCherry

MARCH 19, 2018

80% of companies say they deliver “superior” customer service while only 8% of people think these same companies deliver “superior” customer service. Getting started with a Customer Experience strategy is generally never a problem for brands. Not a lot of companies are doing that.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

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

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

Report 120

Report Customer Connectedness Management Effort Score 120

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Education, education, education! Simplify, simplify, simplify! Focus, focus, focus.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

ijgolding

JULY 13, 2015

, the customer may ask….’it I dream of many things when it comes to the world of Customer Experience. Filling the world full of Customer Experience Professionals is one! Customer Centricity Definition. One of the world’s most customer centric organisations, Ritz Carlton Hotels, excel at this.

Customer Centricity 120

Customer Centricity Fashion Hotels Customer Experience Professionals 120

ijgolding

NOVEMBER 29, 2016

Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence. In that time, more and more businesses of all shapes and sizes across multiple industries have ‘dipped their toe in the water’ of Customer Experience. The big question is why?

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

Oracle

JANUARY 17, 2020

Customer experience is a rapidly evolving craft, and enterprises are scrambling to adapt and become more customer-centric. Marketers are also 11% more likely than sales and service professionals to use automation for CX. The view is different from the top. Only 69% of individual contributors said the same.

Customer Experience Professionals 54

Customer Experience Professionals Customer Experience Customer Centricity Survey 54

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. – Do different types of customers have a preferred way to buy?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ShepHyken

DECEMBER 15, 2017

As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken. Employee engagement is crucial for any organization striving to become more customer-centric. It is also just as crucial for organizations to adopt a strong voice of the customer programme.

Employee Engagement 122

Employee Engagement Customer Centricity Feedback Analytics 122

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Every interaction has three components: Success, Effort, and Emotion. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Michel Falcon Experience

SEPTEMBER 25, 2014

As a customer experience executive coach and keynote speaker, I’ve helped many companies increase their customer centricity. A common theme I find in organizations is the absence of a team who leads the design and management of the customer experience in collaboration with other department leaders.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

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

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing also reveals how to increase consumer involvement and engagement, convey exclusivity and desirability, and prompt customer action and loyalty with scientifically proven principles such as autonomy bias, storytelling, and the Von Restorff effect. Here is the link. Here is the book link. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Customer Guru

DECEMBER 20, 2017

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. What has been your journey as a customer experience professional?

Customer Service 95

Customer Service Customer Centricity Customer Experience Professionals Touchpoint 95