ShepHyken

JANUARY 20, 2021

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. What happens when a customer calls? Software improves.

Customer Service 156

Customer Service Touchpoint Customer Service Training Reference 156

Customer Bliss

AUGUST 30, 2021

Our humanity—our “humanness”—now more than ever, needs to show through in how we do business with customers and each other. With the stratospheric increase in high tech solutions to ‘take care’ of customers, the need for high touch has also escalated. Customers need a healthy dose of both. More Resources on This Topic.

Books 310

Books Hotels Travel Connections 310

Gravy Analytics

AUGUST 12, 2019

Volkswagen, best-known in the U.S. The campaign – which kicks off with a spot entitled “Hello Light” – refocuses the Volkswagen brand on people, innovation, and the betterment of society. With location-based advertising audiences, Volkswagen can easily target in-market auto buyers with their ads. Contact us today.

Sports 61

Sports Advertising Events 2020 61

Kitewheel

MAY 8, 2019

A Example Volkswagen Ad. The automotive industry is one where customer journeys can have a dramatic impact. While all industries and businesses benefit from delivering better customer experience, in automotive, people are faced with making big purchases that will affect them for many years. Automotive ads have gotten creative.

Automotive 45

Automotive Customer Journey Sports Sales 45

ijgolding

OCTOBER 17, 2016

For example, did you know that the Ford Galaxy, Seat Alhambra and Volkswagen Sharan are all built on the same chassis? Relying on the ‘reputation’ of the brand, they have just expected customers to come through the door because they sold what we wanted. Inchcape Volkswagen; Evans Halshaw Ford; and Lindop Toyota.

Customer Experience 111

Customer Experience Transportation Airlines Customers 111

ShepHyken

MARCH 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. My Comment: Let’s start this week off with some compelling stats about our customers’ changing expectations.

Article 81

Article 2018 Customer Service Loyalty 81

ShepHyken

JUNE 28, 2017

It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. It doesn’t matter what type of business you are in, the bar for typical – or average – customer service is set low. A minor tweak.

Customer Service Training 97

Customer Service Training Customer Service Interaction Customer Experience 97

ShepHyken

AUGUST 15, 2017

How can you create the best experiences for your customers? Shep Hyken interviews Jason Bradshaw, the Director of Customer Experience at Volkswagen Group Australia, who believes that you become great by thinking small. Do you always pursue what’s best for your customers? What do you do to drive the love of your customers?

Telecommunications 81

Telecommunications Sports Loyalty Customer Experience 81

PeopleMetrics

MARCH 28, 2017

Why not utilize that fact to attract customers and build brand loyalty? If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers happy, not only about marketing! Involve Your Customers.

Engagement 91

Engagement Advertising Entertainment Social Media 91

Customer Bliss

AUGUST 17, 2017

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience. What does this have to do with customer experience? Everything. Make your own Amazon joke here.).

Airlines 191

Airlines Culture 2017 Books 191

Customer Bliss

NOVEMBER 22, 2017

So with that said, in the event that you’re looking to hear more about customer experience and learn from other great leaders in this industry while you cook, clean, or lay back – I’m sharing 3 of my most popular podcast episodes from this past year. Build Customer Experience From Your Core Values.

Chief Customer Officer 0

Chief Customer Officer 2016 Download Events 0

Beyond Philosophy

MAY 5, 2016

Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter After news of the Volkswagen fuel efficiency broke, Fiat Chrysler was fined millions by not addressing safety defects in their and not disclosing these defects to consumers. Hint: it’s not cheap!). liter diesel cars sold in the U.S.

2005 104

2005 2009 Consulting Consumers 104

Customer Bliss

MARCH 29, 2017

Customers are a Good Judge of Character. Whether institutional or personal values, customers are drawn to organizations and people who share similar beliefs. Character is one of the most important traits of a leader and a company, and one that customers gravitate to or stay away from when given the choice.

Leadership 208

Leadership Culture Telecommunications Customers 208

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Here are my top five picks from last week.

2016 83

2016 Article Chief Customer Officer Customer Service 83

ShepHyken

OCTOBER 11, 2017

Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. They don’t “nickel and dime” customers with extra fees, and they’ve used that point to differentiate themselves from their competitors.

Airlines 155

Airlines Travel Advertising Customer Service Training 155

CSM Magazine

JULY 24, 2020

It’s just over 4 weeks until Reuters Events Customer Service and Experience (26 th -27 th August). To plot the next steps, Reuters Events Customer Service and Experience Europe (26th-27th August) is fully virtualised. Fidaa Chaar, Chief Operations and Customer Officer, Societe Generale.

Chief Customer Officer 40

Chief Customer Officer Customer Service 2020 Workshop 40

Experience Matters

MARCH 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. 2015 Temkin Ratings Customer experience Audi BMW Buick Cadillac Chevrolet Chrysler Dodge Ford GM Honda Hyundai Jeep Kia Lexus Mazda Mercedes Benz Nissan Subaru Toyota Volkswagen'

2015 109

2015 2014 2012 Customer Experience 109

Beyond Philosophy

OCTOBER 6, 2015

I find it beyond belief how large organizations can cheat and lie to their Customers. I had thought the banking crisis was the pinnacle of organizational stupidity but then last week we hear Volkswagen (VW) lost 30% of their value. Because they lied to their Customers. VW is a HUGE brand, and they have just lied to customers.

2011 162

2011 Banking Consulting Government 162

Forrester's Customer Insights

MAY 13, 2023

The Volkswagen Group bet big on a new software division called Cariad, committing billions to building the software meant to power in-car experiences for Audi, Porsche, VW and other group brands. Software delays hit the launch of new cars, and Cariad lost $2bn in 2022.

2022 26

2022 Leadership Brands Automotive 26

NetBase

JUNE 19, 2020

47% of consumers still want human interaction when it comes to customer services. The satisfactory wait-time limit with customers is between 3 to 4 minutes. Also, available at select DD sites are digital kiosks so customers can order without the help of an employee. Vehicle pick-up and drop-off arrangement.

Social Media 64

Social Media 2024 Consumers Connections 64

Solvvy

JUNE 12, 2018

Whether you’re trying to jumpstart a customer experience program from scratch or you’re a CX veteran looking to learn about the latest AI tools and technology, there is no shortage of information out there–the question is how do you harness it to work for you? Customer Contact Week is where that knowledge and opportunity meets you!

2018 48

2018 Chief Customer Officer Contact Center Omnichannel 48

Chadwick Martin Bailey

FEBRUARY 18, 2020

Customize, personalize, localize, humanize – these are the elements of a customer-centric program that is designed to expand brand reach, and to cement relationships with existing users. A deep commitment to customer-centricity at every level of the organization is the key to customer engagement and brand expansion.

Brands 52

Brands Social Media Customer Centricity Workshop 52

Beyond Philosophy

SEPTEMBER 28, 2016

Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. When it comes to Customer Experience, how we feel is a critical part of it.

2014 167

2014 Books 2016 Loyalty 167

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. So, after destroying the trust their customers felt toward their bank, what should they do now?

2011 141

2011 Banking 2016 Financial 141

Eptica

MARCH 2, 2016

Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. Trust that the company will live up to its promises, provide the product or service it specified and not let the customer down. So businesses need to be honest with customers and not promise things that they cannot be sure of providing.

Customer Experience 60

Customer Experience 2016 Consumers Entertainment 60

Beyond Philosophy

APRIL 24, 2017

We can all agree that lying to customers is wrong. From lying on emissions tests like Volkswagen to overstating efficiency performance figures like Mitsubishi, to opening bank accounts your customers didn’t want like Wells Fargo , numerous recent examples exist of brands telling customers lies. Every company has one.

Consulting 126

Consulting Banking Webinar Employee Experience 126

ijgolding

MAY 11, 2016

From Volkswagen to Npower – you would have thought that commercial enterprises would have learned something since the days of Lehman Brothers and Bear Stearns. It is impossible to go online these days without seeing some form of ‘customer driven measurement’. We live in a world where it is difficult to know exactly who we can trust.

Measurement 65

Measurement 2008 Customer Experience Banking 65

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Events 49

Events Customer Service Customer Experience Customer Care 49

CSM Magazine

FEBRUARY 2, 2018

and Canadian car dealers are recognized for high marks in online customer reviews. Award recipients are recognized for distinction in outstanding customer service based upon consumer reviews of dealership experiences shared on DealerRater.com and DealerRater.ca. Hyundai: Checkered Flag Hyundai Volkswagen – Virginia Beach, VA.

2018 40

2018 Automotive 2017 Sports 40

Qualtrics

MAY 13, 2021

It’s one thing to scale customer feedback through an email database — but how do you scale a community of human product testers and athletes? Volkswagen: Turning the car sales model on its head during COVID-19. For Volkswagen, that meant showrooms closed and overnight the company lost access to its only route to market.

Social Media 26

Social Media 2009 Roadmap Feedback 26

Beyond Philosophy

OCTOBER 24, 2016

Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience. For Customer Experience ranking, the research team used four criteria, which included: Impression: Do they have a unique reputation? It’s safe to say at this point that Tesla has a loyal following.

Insights 167

Insights 2015 Books 2016 167

PeopleMetrics

FEBRUARY 17, 2014

Customer Experience professionals often face a daunting task: getting executives to truly care about the customer experience. While executives often talk about customer experience and its importance to the business, sometimes their actions indicate that they do not identify with customers the way the Cx team does.

Banking 102

Banking Contact Center Travel Customer Experience Professionals 102

Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. In fact, it seems like your customers didn’t notice the changes.

Hotels 167

Hotels Books Rewards Programs Retail 167

Maru Group

JANUARY 14, 2020

We live in distrustful times, which makes it very challenging for companies and brands to earn, build or rebuild customer trust. By embracing the qualities of the people that customers trust the most—and demonstrating those characteristics through deliberate, authentic action—brands can make meaningful progress towards more loyal customers.

Brands 40

Brands Advertising Consumers Financial 40

Playvox

SEPTEMBER 1, 2021

Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations. The Future of Customer Service Channels is Now. Every day, more than 2.5 Face-to-Face Video Communications.

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

Customer Bliss

MARCH 15, 2018

I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. There’s always something new to learn about customer experience, especially as the demands and interests of today’s customers evolve with technological advances.

Chief Customer Officer 156

Chief Customer Officer Customer Journey Mapping Government Communication 156

Kitewheel

APRIL 2, 2019

Between cyber attacks and data breaches, customers have more privacy concerns than ever and are more cautious with their data Despite that, customers want us to use their data to deliver better experiences. This can prove that you take customer privacy seriously. These two ideas seem to be in conflict. Show Me You Know Me.

Consumers 40

Consumers Customer Journey Communication Information 40