Customer Bliss

JANUARY 17, 2017

Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. He’s been there since October 2015. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. Episode Overview.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. Organizations that don’t focus on Customers say as much in their language.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. These choices affect the Customer Experience.

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

Customer Bliss

JULY 26, 2016

Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. She has recently added technology so that she is responsible for much of the experience delivery of the organization. About Renee Cacchillo.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

Michel Falcon Experience

OCTOBER 10, 2014

It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. Being a capitalist, I focus my attention on customer experience because of revenue and profits.

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Our services team has helped with over 1,000 customer experience management initiatives.

2015 97

2015 Multi-Channel 2014 CEM 97

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

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

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. See the math problem here? A: Absolutely.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

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

Experience Investigators by 360Connext

JULY 1, 2015

What makes a B2B customer experience memorable? When shopping for outside services to help connect us to our customers, we see lots of language about ease of use, cost-effectiveness, and overall efficiency. It’s important to find a way to provide an accurate view from the customer’s perspective. Do we really know?

User Experience 183

User Experience B2B Sales Demo 183

Alida

FEBRUARY 22, 2017

The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3 billion in 2015 —up 12 percent from the previous year. The race towards customer-centricity is driving some the biggest trends in business technology.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential But what is “it”? .

2015 40

2015 Customer Experience Social Media Multi-Channel 40

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Engagement 145

Engagement White Paper 2015 Consulting 145

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Experience Investigators by 360Connext

JUNE 1, 2015

Establishing core values within your organization is an important part of your customer experience mission. And when they arrived, I was delighted to see one of their core values printed right on the box: Our mission is not complete until the customer says, “Wow! Customer-focused. Here’s a great example.

Brands 234

Brands 2015 Roadmap Retail 234

Customer Interactions

JULY 7, 2015

In 2015, contact centers will finally get the attention they deserve. That’s because 2015 is all about customer experience, and contact centers are the hub of customer-facing touchpoints. The transition between channels should be seamless as possible and avoid inconsistencies.

2015 28

2015 Contact Center Omnichannel Touchpoint 28

ijgolding

JANUARY 5, 2015

Delivering great Customer Experiences – consistently – is all dependent on an organisations ability to repeatedly and continually evolve/adapt/change/transform (delete or include as appropriate). For me, this is the bit that requires a structured, fact based approach to Customer Experience.

Customer Experience 93

Customer Experience 2014 Innovation 2015 93

Beyond Philosophy

MARCH 19, 2015

between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. Register here. The post “U.S.

Engagement 104

Engagement 2006 Customer Experience 2012 104

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Janice Cuban. A: Absolutely.

Brands 54

Brands Customer Experience Social Media 2008 54

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind.

2015 94

2015 Download Innovation Social Media 94

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.

2016 111

2016 2017 Customer Experience Social Media 111

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Hotels 2010 Customer Journey 204

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans.

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

CCO Council

MARCH 13, 2016

Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. Chief Customer Officers (CCOs) are stuck in groundhog day: dealing every day with an endless stream of apologies, billing statement credits, and service recovery efforts.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

Tricia Morris

DECEMBER 18, 2015

. • Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member. Nancy Friedman: Customer Service Keynote Speaker and Trainer. •

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Think Customers

JUNE 23, 2015

These organizations also strive to make it easy for customer-facing employees to provide customers with seamless support to ensure that both customers and employees have exceptional experiences. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2015 75

2015 Customer Centricity Innovation Blog 75

Beyond Philosophy

JULY 19, 2017

Although the rate of memberships is increasing, it is not increasing at the rate it did in 2015. In fact, in Retail Customer Experience, the author of the Colloquy census said that “retailers need to up their game on how to attract and retain members within their loyalty programs.”. Easy experiences tend to be consistent.

Loyalty 116

Loyalty Loyalty Programs 2017 Books 116

Beyond Philosophy

NOVEMBER 26, 2014

We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily. 7 Reasons Brand and Customer Experience Are Disconnected. 7 Reasons Brand and Customer Experience Are Disconnected. Senior managers are not committed to the brand.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

Customer Alignment

JUNE 28, 2017

In my talks with people who have direct experience of npower, it has been trying to move this wieldy organisation to be more customer focused but efforts are slow when there are so many layers of complexity. The current CEO (formerly the COO) was appointed in 2015. They are a long way off in June 2017.

Customer Experience 40

Customer Experience Airlines Innovation 2015 40