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. The reason why I think the quote is so apt is because I personally agree very much with its sentiment.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

PeopleMetrics

JANUARY 23, 2015

Culture” took home the prize in 2014. The customer experience (CX) space has experienced a similar trend. Temkin Group recently predicted that this will be the year of the employee, and MCorpConsulting states that customer-centric culture is a top priority for companies serious about customer experience improvement.

Customer Centricity 97

Customer Centricity Culture 2015 2014 97

Experience Investigators by 360Connext

OCTOBER 31, 2014

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?

2013 197

2013 E-support 2014 Social Media 197

Experience Investigators by 360Connext

OCTOBER 6, 2014

Focusing on the actual journey your customers take, not just the one part of the journey your department oversees, is the only way to really ensure a customer journey that is seamless. Customer experience advocates are all about understanding the actual journey to make it better for all. CX Day 2014. Join us! .

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. If the leadership is referring to shareholders exclusively, the customers are forgotten.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Beyond Philosophy

NOVEMBER 10, 2014

There is sometimes a misconception that customer churn doesn’t represent much business, but this isn’t true. JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 Your existing customers are far easier to upsell. 26 August 2014. < 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. It is three-quarters of a mile long!!) My final thoughts are as follows.

2014 102

2014 Customer Experience 2010 2015 102

Maz Iqbal

OCTOBER 2, 2014

Why is it that I prefer not to business with a customer-centric business? Which supermarket chain was applauded, by many, for its customer-centred way of doing business? What was held responsible for fuelling this customer-centred way of doing business? Allow me to share my answer by referring to the UK grocery market.

Customer Centricity 76

Customer Centricity 2014 Culture Customer Focused 76

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

Experience Matters

FEBRUARY 23, 2015

This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty.

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. ” The Deliberate Timeline Of Improvement.

Customer Experience 154

Customer Experience 2014 2016 2012 154

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. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

ijgolding

AUGUST 13, 2014

The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years. Their attempt to integrate other ‘services’ to adapt the experience for customers was very well intentioned, but not enough to overcome the financial challenges already besetting the group.

Customer Centricity 86

Customer Centricity 2014 Books 2009 86

CCO Council

APRIL 16, 2014

I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. The CCO Council defines a chief customer officer as the customer-facing executive who is ultimately accountable for customers and who is driving customer strategy at the highest levels of the organization.

2014 74

2014 Chief Customer Officer Fashion ROI 74

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. (Source: Brian Manusama, Gartner.com ).

White Paper 160

White Paper 2014 2015 2012 160

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Already a mainstream market research tool, this category is quickly finding its way in marketing, customer experience and innovation. Online communities are now mainstream business tools.

Social Media 167

Social Media 2015 Innovation 2014 167

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

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. You Will Now.

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. They’re guided to diagnose problems and propose customer-centric solutions by a professional customer experience facilitator.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

Tricia Morris

SEPTEMBER 17, 2015

Some brands overall have had competitive rivalries in sales and marketing (think of the great Cola Wars of the 1980s), but what if customer service teams, or better yet, obsessed brands began engaging in this type of competitive rivalry? Invest in your customer service and engagement strategy and the tools needed to succeed.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

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

Customers That Stick

JANUARY 5, 2015

We’ve enjoyed sharing so much great customer service and customer experience content over these past three years. We will continue to curate great content from the customer-centric disciplines and will share them via our social channels as well as in less structured ways than the Mash. More Surveys. Growing the Podcast.

2015 111

2015 Blog 2014 Customer Centricity 111

Amity

DECEMBER 18, 2013

The evening’s guest speaker, Kia Puhm, VP of Customer Experience at Oracle, has extensive experience fostering and evolving Eloqua’s customer experience department. She outlined key aspects of Eloqua’s Ideal Customer Experience (ICE) program, “customer bill of rights” and Customer-Centric Organization.

Customer Centricity 48

Customer Centricity 2014 Presentation Events 48

inQuba

OCTOBER 17, 2018

For Rob Lewis, vice president of Beaurepaires, a network of 230 Australian tyre retail outlets owned by Goodyear, the idea of customer centricity was something the company desired, but didn’t really know how to go about implementing. Their NPS (Net Promoter Score), for example, has moved from 65 in 2014 to 78 today.

Customer Centricity 45

Customer Centricity Net Promoter Score 2014 Retail 45

PeopleMetrics

AUGUST 14, 2014

My first job was in tech customer service. — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. 3/ It belies a dysfunctional system that pits call center reps + customers against one other for the benefit of the company. — Ryan Block (@ryan) July 17, 2014. . Close loops.

2014 93

2014 Social Media Customer Centricity Culture 93

Think Customers

MARCH 17, 2015

Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity.

Chief Customer Officer 85

Chief Customer Officer 2014 Customer Centricity Loyalty 85

Customer Guru

MARCH 7, 2018

Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. Nienke Bloem – Customer Experience Consultant and Keynote Speaker. Nienke has done some serious work in transforming a big telecom company into a customer-centric organization. With a Ph.D.

E Commerce 113

E Commerce Fashion Customer Centricity E-support 113

Joe Rawlinson

JULY 8, 2015

Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Another way to stay ahead of the game is to optimise the way in which you interact with customers over their mobile devices. Ongoing social engagement.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Beyond Philosophy

NOVEMBER 4, 2014

19 August 2014. < 19 August 2014. < “The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. < [link].

CEM 113

CEM 2014 2011 2010 113

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further.

2015 87

2015 2014 Brands Customer Experience 87

AskNicely

JULY 17, 2018

Biteable , using AskNicely to track customer sentiment and inject feedback right into their product plans, shares their story to illustrate just how important feedback is in fashioning a customer-centric roadmap. The Business of Helping Customers Tell Stories. GET THE FULL BITEABLE STORY.

Roadmap 60

Roadmap Customer Centricity Net Promoter Score 2014 60

InMoment XI

MARCH 14, 2023

We’re a value-added distributor with almost 2K engineers globally who work on designing a journey to help our customers get their products to market in a complex supply chain. 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.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Beyond Philosophy

JUNE 9, 2015

This means the checked bag fee, another favorite of Customers, jumps from $23 to $38. The senior management isn’t listening to the voice of the Customer. When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

Customer Bliss

MAY 17, 2016

Mark began on the digital side of Audi of America, working to help dealers use digital tools to more effectively solve customer pain points. Around 2011-2012, Audi began to focus much more a customer-centric approach.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

PeopleMetrics

JANUARY 30, 2015

In her speech from Co-Op’s Think 2014 conference , my colleague Kate related a quote from Forrester that goes something like this: To say that customer experience is the same thing as customer service is like saying the safety net is the trapeze act. Apologies and punishment don’t lead to customer-centric culture.

Customer Experience 74

Customer Experience Customer Centricity 2014 Culture 74

Chattermill

JULY 31, 2019

What does it mean to be “Customer Centric” and why is it important? customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice?

Customer Centricity 45

Customer Centricity Social Media Touchpoint NPS 45