ijgolding

NOVEMBER 25, 2014

I travel regularly with Virgin trains – their Wi-Fi has not worked properly for the last couple of years – it is Soooooo frustrating!!! Channels Communication Channels Customer Journeys Customer retention and loyalty Social Media Technology AirTight Wi-Fi Free Wi-Fi Lisa Rhodes Premier Inn social media Wi-Fi'

Social Media 212

Social Media Hotels Entertainment Retail 212

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Are you ready to meet the customer’s new expectations?

Customer Service 157

Customer Service B2C B2B Customer Retention 157

ijgolding

JUNE 5, 2017

Travelling experiences are a common feature of my writing – in fact, some would say too much of a feature! On this occasion, we chose to travel to Paris by rail – not by air. Explaining that we were travelling on known busy weekend, we were pleased to be kept up to date with important information.

Airlines 164

Airlines Travel Hotels Transportation 164

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

Thematic

FEBRUARY 24, 2025

Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Yet, many businesses struggle to connect the dots and gain a holistic view of their customer journey. Identifying and addressing these pain points is key to enhancing satisfaction and retention.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

ijgolding

AUGUST 7, 2014

Like many others, when I visit a pub, coffee shop or restaurant whilst travelling alone, I like to do some work. A little more attention to detail may make the ‘maybe’ become a ‘definitely’ Customer Journeys Customer retention and loyalty CX Reviews customer experience reviews Doric Arch Fullers Fullers Doric Arch'

Customer Experience 201

Customer Experience Customers Training Customer Retention 201

SurveySensum

MARCH 5, 2025

Detects Emerging Trends : Helps businesses identify patterns in customer behavior and preferences. Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. By leveraging this tool, you can: Tailor customer support responses based on past interactions.

Call Center 52

Call Center Analytics Contact Center Analysis 52

ijgolding

SEPTEMBER 26, 2017

Passengers who needed to travel at as low a cost as possible were able to have their basic needs met by what has now become the world’s largest international airline – a phenomenal achievement. What customers NEED, represents their BASIC requirements. In fact, they would do little else for you.

Airlines 76

Airlines Touchpoint Customer Journeys Travel 76

CSM Magazine

MARCH 17, 2023

Businesses that optimise both the customer journey and the customer experience are rewarded with strong customer retention, revenues and brand reputation. But so many fail at the first hurdle because they don’t take the time to understand the customer journey.

Customer Journeys 52

Customer Journeys Ecommerce How To Touchpoint 52

ijgolding

AUGUST 4, 2015

That is why when it comes to the summer holiday – or any holiday for that matter – we hope and expect that the organisations we choose to travel with are able to deliver an experience that takes away as much of the potential stress as possible. I travel a lot – all over the world. Maybe there was hope after all.

Hotels 120

Hotels Travel Airlines Customer Journeys 120

ijgolding

NOVEMBER 22, 2017

I must confirm that the focus of my blog is not switching from Customer Experience to travel! As I travel so much, when I am able, I will take the opportunity to take Naomi, the long-suffering Mrs Golding, to our absolute favourite – a culinary delight in a suburb of Chester called Hoole. So why am I telling you this?

Travel 379

Travel Customers Social Media Banking 379

Lumoa

JANUARY 2, 2022

In contrast, the success rate of selling to existing customers is anywhere between 60% and 70%. So, focusing on customer retention is the better option. Instead, remove it from the core such that no other customer will ever face the same problem again.

NPS 195

NPS Net Promoter Score How To Social Media 195

ijgolding

JULY 18, 2016

As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I experienced this for the first time two weeks ago when travelling back from Johannesburg to Heathrow. I did get an apology….

Brands 120

Brands Travel How To Airlines 120

InMoment XI

APRIL 3, 2024

In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey. Why is Digital Customer Experience Important? The digital customer experience has become an essential part of the way that consumers navigate the marketplace.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

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

Bold360

DECEMBER 8, 2016

A funny thing happened when researchers asked consumers and marketers associated with the travel industry how they viewed the industry’s well-known loyalty programs. Seventy-three percent of the consumers, however, flipped the perception, looking at the programs as a great way for companies to show loyalty to customers. Far from it.

Customer Retention 40

Customer Retention Strategy Social Media Loyalty Programs 40

ijgolding

SEPTEMBER 14, 2015

Whatever happens, I hope that they and others who read this learn from the experiences that I and my colleague Neil had travelling from South Africa to Zimbabwe and then back to South Africa – brace yourselves, it will be a rough ride!! As regular travelers, it happens. The story starts on Monday the 7th September.

Hotels 120

Hotels Communication Customer Experience Travel 120

ijgolding

MAY 11, 2016

The ratings allocated to any establishment have a fundamental impact on the customer buying decision. With the added weight of customer feedback being left every day on sites such as Trip Advisor, the travel industry is as exposed as any other to the power of measurement for all to see.

Measurement 120

Measurement Customer Experience Company Banking 120

ijgolding

MAY 2, 2017

We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.

Airlines 181

Airlines Customer Centricity Policies Travel 181

ijgolding

JULY 4, 2016

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!). Although he was shocked, the smile he gave me back made me feel great – I know it would have had a lasting effect on him today.

Fashion 156

Fashion Customer Experience Travel Customers 156

SurveySensum

JANUARY 26, 2024

The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey? So let’s deep dive into different stages of the customer journey.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

ijgolding

MAY 9, 2016

Customer journeys are great ways of standing in the shoes of customers and understanding just how hard we make it for customers to access products and services. But the clue is in the name, a journey. A customer trip, at most. So taxi driver, stop complaining about Uber and make my life easier.

Consulting 120

Consulting Travel Customer Journeys Customer Centricity 120

ijgolding

MARCH 31, 2017

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too!

Comparison 120

Comparison Customer Experience Airlines Travel 120

ijgolding

JULY 1, 2015

It is special though – special because it showed how much developing their knowledge of the Customer Experience Profession meant to them. Now I have made it clear that I travel a lot. So you would imagine I have my travelling routine down to a T – wrong!! The ‘pants and socks’ experience!

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. Figure out the terms that everyone uses, and then determine how to relate those terms back to customers.

Leadership 100

Leadership Customer Experience Travel Customers 100

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Assisting customers when time is of the essence. Luckily, Joan had travel coverage.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Happy or Not

APRIL 1, 2025

By leveraging customer feedback analysis tools, businesses can identify trends, enhance customer satisfaction feedback, and create better customer retention strategies. However, many companies focus too much on addressing customer pain points while neglecting what they are doing well.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

ClientSuccess

DECEMBER 5, 2022

Executives and department leaders can benefit from the expertise available from a CAB to facilitate understanding of the customer journey faster and more effectively. Learn more about the customer journey with this toolkit. Build Your CAB with the Right Mix of Customers. finding and managing a core customer base.

Tips 87

Tips Customer Success eBook Social Media 87

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Totango

MARCH 26, 2021

However, a poor user experience at any stage can cause the customer to end their relationship with your brand, ending the customer lifecycle. Customer Journey Versus Customer Lifecycle: What’s the Difference? These are really just two metaphors for talking about the stages in your customer’s relationship with you.

Customer Journeys 68

Customer Journeys Net Promoter Score Social Media Sales 68

ijgolding

SEPTEMBER 2, 2015

Always Getting Better (we promise to listen and be open to change; we promise to be relentless in finding new ways to improve your travel experience and the choice of destinations we offer). FAIL – it has taken to this point for me to get to a fail – and in terms of Customer Experience, it is a rather fundamental one.

Airlines 120

Airlines Travel Financial Customer Experience 120

ijgolding

AUGUST 18, 2015

If you travel outside of the EU, VAT is not payable to the UK government. Perhaps the greatest example of a lack of transparency and openness was the ‘scandal’ uncovered last week in the UK’s airports. Do you remember when ‘duty free’ used to mean that you could buy goods ‘duty free’?!

Customer Experience 120

Customer Experience Retail Customer Centricity Telecommunications 120

Optimove

MAY 25, 2023

When customers stick around, they keep generating revenue for your business – long-term. By focusing on customer retention, you reduce churn and flip one-time buyers into loyal brand advocates. Revenue that keeps on giving : Increasing customer retention by a mere 5% can boost profits by a whopping 25% to 95%.

Multi-Channel 52

Multi-Channel Strategy Customer Journeys Touchpoint 52

ijgolding

APRIL 25, 2017

As a regular business traveller, not only do I need Wi-Fi to work, it is also my method of staying connected with my family back at home – my FaceTime chats every morning and evening, are the highlight of my day. Even if I have to pay an additional fee to use Wi-Fi, I am not too concerned, as long as I am able to connect to the web.

Airlines 164

Airlines Hotels Customer Experience Connections 164

ijgolding

NOVEMBER 5, 2015

I recently endured a dreadful experience with Scandinavian Airlines – you can read about it in this article I wrote for CustomerThink in October – the story was all about a cancelled flight – something that is sadly not uncommon for the air traveler.

Travel 120

Travel Airlines Customers Customer Experience 120

ijgolding

MARCH 16, 2016

Fog is a weather condition not particularly conducive to seamless air travel – the pilot had to ask all passengers to turn off their electronic devices due to an order from air traffic control in London. It was only on our descent into London that the pilot advised that there was a minor problem – thick fog.

How To 120

How To Travel Airlines Meeting 120

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130