Maz Iqbal

OCTOBER 14, 2014

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.

2014 91

2014 Customer Philosophy Customer Experience Leadership 91

Think Customers

OCTOBER 24, 2014

In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look.

Culture 102

Culture Customer Experience 2014 Loyalty 102

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. Blog Culture Customer Engagement Customer Experience Featured Podcast crack the customer code customer personas linkedin podcast'

Insurance 237

Insurance 2014 Social Media Consulting 237

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. Blog Culture Customer Experience Featured c-suite leadership linkedin' And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. John Lewis is No 2.

2014 78

2014 Customer Experience Retail Leadership 78

PeopleMetrics

JANUARY 23, 2015

Culture is the new black. Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture. There has been a commensurate increase in culture talk. But why now? But, now, it is time to get their house in order.

Customer Centricity 97

Customer Centricity Culture 2015 2014 97

Win the Customer

APRIL 2, 2015

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. Communication Culture Customer Experience Customer Service Technology' The most successful of these businesses carefully craft tweets capable of building an engaged community.

Customer Experience 139

Customer Experience 2014 Culture Communication 139

Experience Investigators by 360Connext

MARCH 24, 2015

Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014. It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Kevin Gibson, Humana #ngce.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Alida

APRIL 28, 2016

The company has become synonymous with inbound marketing in the martech world, helping it successfully go public in 2014. And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013.

Culture 133

Culture Engagement Books 2013 133

Beyond Philosophy

NOVEMBER 17, 2014

Here’s a look at their stock over the past year: Source: Nasdaq.com on 10 September 2014. Google, is well known for having an Empowered culture that encourages employees to take ownership in their role in the company’s success. On the other hand, Google has great employee engagement. Their satisfaction rating by employees is 99%.

Engagement 164

Engagement ROI 2014 2013 164

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues. In this conversation I want to talk about CX improvement.

2014 73

2014 Customer Philosophy Customer Experience Customer Journey Mapping 73

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Strativity

JUNE 10, 2014

Webcast: Accelerating Cultural Transformation. Date: June 17, 2014 Time: 3pm – 4pm EDT . He will also discuss: Principles for successful cultural transformation. How to design and deploy cultural transformation – in less than a year! The winner will be announced by mid June 2014. . Click here to register.

2014 52

2014 CEM Workshop Culture 52

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. How Do You Build A Customer-Centric Culture? Why Should You Care About CX? This “ Ultimate CX Infographic ” also provides some of the compelling economics of CX: How Do Organizations Affect CX?

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Customer Bliss

OCTOBER 10, 2017

People and culture. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences. Because this is very important to how he outlines his experience work, it’s important to list them up front. We’ll get into further detail later: Brand.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Customers That Stick

OCTOBER 23, 2014

Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. To learn more about the Compete Through Service Symposium being held November 5 – 7, 2014, including speakers, breakout sessions, featured presentations, and how to attend, click here.

Leadership 128

Leadership 2014 Customer Service Training 2015 128

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. For instance, crafting themes for your spikes like “Holiday Hell 2018” or “Operation Save Christmas” can help rally your troops and create a culture of resilience. In 2018, that number has skyrocketed to a massive $1.1

Contact Center 136

Contact Center 2018 2014 Retail 136

InMoment XI

MARCH 14, 2023

But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. Jim: Since Avnet is a global company, you have many different cultures to navigate. It’s essential to give the feedback to someone who has context and insight into that culture.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Forrester

OCTOBER 1, 2014

Fast-forward to 2014 and things look a lot better in the world of CX. They need to increase their level of CX maturity by creating self-sustaining systems (human and technological) in each of the six disciplines that characterize great CX companies -- strategy, customer understanding, design, measurement, governance, and culture.

2014 88

2014 2007 Touchpoint Government 88

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Nikki Bencik, a 2014 award winner from Crowe Horwath, notes: “The bread and butter of any business are the clients. Don’t forget that.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

Customer Bliss

JULY 11, 2017

In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. At Citrix, she was tasked with driving culture change, for example — but people didn’t know who she was, why she was there, etc. Don’t necessarily just pitch the role. Some were threatened.

Leadership 0

Leadership Customer Experience 2013 2011 0

Customer Bliss

MARCH 8, 2016

In a customer-obsessed culture guided by customer-focused decision-making , social is a channel you need to take into account. They bring delight to customers through the experiences they design, and it shows up on the balance sheet too: as of late 2014, they were selling about $1,734 per square foot.

Social Media 142

Social Media Customer Experience Reference 2014 142

BlueOcean

DECEMBER 16, 2019

For instance, crafting themes for your spikes like “Holiday Hell” or “Operation Save Christmas” can help rally your troops and create a culture of resilience. Several years ago, during the relentless Polar Vortex, we made t-shirts for our team saying “Winter Suffer Fest 2014. Bring it.”

Contact Center 156

Contact Center Transportation 2014 2020 156

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

PeopleMetrics

AUGUST 14, 2014

— Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. . — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. Get a read on how customer-centric your culture is today.

2014 93

2014 Social Media Customer Centricity Culture 93

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.

2015 106

2015 Customer Connectedness Management 2014 106

CX Journey

DECEMBER 30, 2014

Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year. Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year?

2014 66

2014 Customer Experience 2015 Touchpoint 66

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. If you change course every month, you’ll never go anywhere.”

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Beyond Philosophy

JUNE 9, 2015

When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall. Ryanair has a natural tendency to be internally focused–with a culture so off Customer centricity I call it Customer animosity. This means the checked bag fee, another favorite of Customers, jumps from $23 to $38.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

Customer Bliss

FEBRUARY 7, 2017

She is also on the board of Penn State’s Smeal College of Business, and a 2014 recipient of its highest honor, the Distinguished Alumni Award. One big thing we discussed here is the idea of “culture work.” Karen is on the board of Lennox International and Susan G. Komen for the Cure. The Four Major Steps.

Chief Customer Officer 161

Chief Customer Officer Leadership 2014 Metrics 161

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. Our growth has been crazy!

Customer Success 129

Customer Success 2014 NPS Metrics 129

Customer Bliss

APRIL 13, 2017

Sprinklr has been buying companies since 2014 in an effort to ultimately make this “pivot.” The note of caution, though, is that acquisitions mean one company’s culture and CX has to be rolled into another company’s. In that process, CX can become disjointed. Make sure to protect against that.

Customer Experience 135

Customer Experience 2014 Customer Experience Management Culture 135

Joe Rawlinson

JULY 8, 2015

Not just Millennials, but most people these days spend an increasing amount of time on their smartphones (mobile usage in the UK alone increased to 68% in 2014 from 62% in 2013). She enjoys writing on a variety of topics including advice for consumers and businesses, marketing, social media, tech trends and on occasion, pop culture.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Tesco continued their unfortunate journey from world domination to public implosion.

2014 116

2014 Retail Financial Customer Retention 116

Alida

JUNE 5, 2017

For example, L’Oreal, the largest cosmetics and beauty company in the world, began its digital transformation in 2014 and appointed Lubomira Rochet as its CDO to lead digital initiatives. Ultimately, CDOs need to leverage ongoing customer intelligence to inspire cultural and technological transformation and deliver value to the business.

Fashion 154

Fashion Retail E Commerce 2014 154

Experience Matters

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). CX is about culture, not a veneer. Cannon mentioned that great leaders create culture that creates great customer experience. Alignment is well worth the investment of time. Related: The Untapped Value of Employee Engagement (Infographic) ).

Webinar 111

Webinar Net Promoter Score Leadership B2B 111