ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Yea, I didn't think so.

2016 43

2016 Omnichannel ROI Culture 43

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. Share this page on: Tweet.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

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

Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Extensive experience of working within fast-paced environments for both large corporations and start-ups in EMEA and the US. One-Company Leadership. Episode Overview.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. Give them a feel for how the customer is experiences these interactions. What did they value? Keep it simple.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Beyond Philosophy

OCTOBER 31, 2016

For the employees left behind to fix the mess leadership left for them, it can be demoralizing. After all, how proud would you be to announce where you work at a crowded bar when it defrauded over two million customers? An essential step to creating a customer-focused culture is to change your Key Performance Indicators (KPIs).

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

ijgolding

JANUARY 24, 2017

Thus, the term ‘customer service’ is not new. Up until January 2016, when I had the honour of being a judge at the inaugural Gulf Customer Experience Awards , the volume of discussion about ‘service’ has been significant. I cannot overstate just how impressed I was. All of them provide similar products and services.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

ijgolding

NOVEMBER 29, 2016

So what on earth has this got to do with the subject of Customer Experience?! If you have not yet guessed, the Hokey Cokey has actually become the perfect analogy for the way organisations around the world are attempting to put Customer Experience at the forefront of their strategic thinking.

Customer Experience 88

Customer Experience Customer Centricity 2011 2016 88

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

ShepHyken

MARCH 31, 2023

You probably remembered it because it’s not always the norm, and there is a perception that great customer service has been harder to find. A recent NBC poll found that 75% of respondents believe customer experience has worsened after the pandemic, with 78% saying they’ve had to contact a company multiple times to obtain a resolution.

Customer Service 67

Customer Service Customers Interaction Customer Service Representative 67

ijgolding

JANUARY 26, 2016

Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. So what have these ramblings got to do with Customer Experience? When considering what this has to do with Customer Experience, try to identify where ‘customer’ comes on that agenda?

Financial 57

Financial Leadership Customers Customer Focused 57

Beyond Philosophy

NOVEMBER 22, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Anything that preventds an employee – any employee in the organization – or detracts from delivering an optimum customer experience, must be proactively identified and rectified. You Also Might Like… 6 Key Statements to Propel Your Customer Experience Program.

E Commerce 89

E Commerce E-support Banking Culture 89

Kayako

NOVEMBER 21, 2018

After answering customer emails and resolving support tickets for a few months, Ahref’s marketers have a much better understanding of how their customers think, which helps them create content, develop marketing messages and speak to the issues they know their customers experience. He actively engages with customers.

Culture 48

Culture Banking Customer Service Customers 48

Peter Lavers

AUGUST 5, 2016

It may seem unbelievable in 2016 that I am still speaking with companies that rely on product systems, ‘black books’, shared folders and manually-produced spreadsheets to manage and measure customer relationships in their business. Well, here are some of the reasons with suggestions for how to begin resolving them: Leadership.

Customer Centricity 40

Customer Centricity 2016 Blog Customer Relationships 40

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

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

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. .

2018 58

2018 Customer Experience E-support Consumers 58

ShepHyken

JUNE 6, 2016

This article shares three simple tips (and the first one is REALLY simple), to use your website as a first line of customer support. 99 Customer Experience Stats Experts Trust to Improve CX by Tricia Mool. Ritz Carlton Leadership Center) How far would you go to leave your customers with a magical memory?

2016 85

2016 Article Customer Service Innovation 85

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97

Michelli Experience

DECEMBER 27, 2017

Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. There will always be retail stores and technologies to make the shopping experience more pleasurable. Have well-trained people in place who demonstrate care for your customers. Chupacabra.

Retail 55

Retail 2011 2017 2016 55

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

Michelli Experience

DECEMBER 27, 2017

Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. There will always be retail stores and technologies to make the shopping experience more pleasurable. Have well-trained people in place who demonstrate care for your customers. Chupacabra.

Retail 40

Retail 2011 2017 2016 40

Avaya

MAY 10, 2016

In 2016 we would not consider ourselves early adopters. But the truth is that the need to modernize the infrastructure originated with the customer. So doesn’t it make sense that the modernization starts where the customer interacts most—the customer experience center? The customer is the priority.

Contact Center 56

Contact Center Retail Omnichannel Customers 56