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

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

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

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. Borders were trying to offer their customers more than just the product. Borders were trying to offer a more varied customer experience. You can read the article in full here.

Customer Centricity 86

Customer Centricity 2014 Books 2009 86

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 40

Customer Centricity Social Media Touchpoint NPS 40

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Consumer behavior is shifting and the future role of the branch is in question.

Banking 79

Banking Customer Experience 2014 2001 79

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Second to None

MARCH 16, 2018

Capturing an accurate understanding of these trends can serve as a huge bonus for any brand looking to make an impact with their digital Customer Experience. A report by McKinsey (2014) found that companies focusing on maximising satisfaction of the entire customer journey can potentially increase customer satisfaction by 20%.

2018 63

2018 Customer Experience 2017 Customer Satisfaction 63

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards.

2015 104

2015 Customer Experience Customer Experience Professionals 2011 104

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. 16 July 2013.

CEM 113

CEM 2014 2011 2010 113

ENGAGE.cx

JULY 9, 2015

The constantly evolving technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. Are they really providing value to the customer? Pretty wild, huh?

Customer Experience 66

Customer Experience Hotels 2014 2025 66

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. ” Read on to learn how today’s customer experience professionals are planning to position their companies for CX success as we move into 2017. In a big way.

2016 111

2016 2017 Customer Experience Social Media 111

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. Brand (R)evaluations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Customers That Stick

JANUARY 5, 2015

To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences. We’ve enjoyed sharing so much great customer service and customer experience content over these past three years. More Surveys. Growing the Podcast.

2015 111

2015 Blog 2014 Customer Centricity 111

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

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. Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Online communities are now mainstream business tools.

Social Media 167

Social Media 2015 Innovation 2014 167

Beyond Philosophy

JULY 9, 2015

What you may not realize, however, it is also critical to winning the hearts and minds of the coveted group of women consumers. My angle is typically about Customer Experience. I regularly beat the drum of evoking the right emotions from your Customers with your Customer Experience and brand promise.

Brands 109

Brands Net Promoter Score 2011 2014 109

West Monroe

NOVEMBER 28, 2022

A managing director in West Monroe’s Product and Experience Lab, Pablo takes a design-led systems thinking approach to help create exponential experiences and products for organizations looking to grow their business. You've spent most of your career helping companies create customer experiences to grow their businesses.

2022 52

2022 2009 2008 Customer Centricity 52

Customer Bliss

APRIL 26, 2016

Consumer Markets at Liberty Mutual. Consumer markets business has 17,000 employees and generates $16.8B Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. See yourself through the eyes of the customer. The overall U.S.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a. fundamental essence of Customer Experience, by reflecting on the year behind me. customers and publishing and speaking at conferences, getting into the field of. landing in the role of Customer Experience Manager. customer-centricity.

Customer Experience 40

Customer Experience Customer Centricity 2015 2014 40

ijgolding

AUGUST 11, 2015

It is difficult to find a consumer who likes them. Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations?

Customer Experience 88

Customer Experience Customers 2014 Customer Retention 88

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric.

Customer Experience 40

Customer Experience Customer Centricity 2015 2014 40

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. However, my experience in CS-related roles extends over a decade. Initially, as a Management Consultant, I steered clients towards strategic decisions.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Joe Rawlinson

JULY 8, 2015

After all, everybody – Millennials included – still values ‘old school’ shopping experiences where the seller-buyer conversation is face-to-face. Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Clear path to purchase.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

ROI 74

ROI Net Promoter Score CEM 2014 74

ENGAGE.cx

JULY 9, 2015

But there is something more telling behind these stats: in-store shopping is a familiar, often socially-driven experience that transcends pure economic value for many people. Are they really providing value to the customer? What happens next is nothing short of amazing: Customer books beach vacation on travel website.

Customer Experience 40

Customer Experience Hotels 2014 2025 40

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" For our customers, right? businesses every year due to poor customer service. Source: Genesys Businesses lose $289 each year for every customer who leaves due to poor service.

Customer Centricity 64

Customer Centricity 2013 2014 Poor Customer Service 64

SurveySparrow

NOVEMBER 15, 2019

Smartphones give consumers a louder voice and bigger presence. As our readers know, SurveySparrow is always hard at work, building next-generation digital tools designed to help you enhance your Customer Experience (CX) initiatives (see our online survey tools , our offline survey tools , or our chatbot tools for example).

Advertising 71

Advertising E Commerce Magazine E-support 71

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Customer Centricity Management B2B 65

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Customer Centricity Management B2B 63

Martin Hill-Wilson

MAY 27, 2015

People in the UK spent an average of 20 hours and 30 minutes online each week in 2014, over double the amount in 2005. From 30 minutes in 2005 to nearly two and a half hours in 2014. Nearly all mobile phone users are sending text messages ( 90% in 2014, compared to 70% in 2005). How they consume TV. It’s mainstream UK.

2005 65

2005 2014 2013 2007 65

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Leadership 154

Leadership CEM 2014 Sports 154