ijgolding

MAY 6, 2020

It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. Budapest Bank had actually started its customer experience program at the end 2015. customer insight.

Banking 93

Banking Customer Experience Customer Centricity Download 93

John Paul

OCTOBER 22, 2018

For 10 years, John Paul has been supporting large brands in the automotive sector with different tailor-made loyalty solutions and continues to develop its expertise in this area. John Paul is the premier digitally-enabled global concierge service providing brands with customized loyalty solutions through cutting-edge digital technology.

Automotive 40

Automotive Transportation Travel Banking 40

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

ClearAction

NOVEMBER 27, 2018

First Layer: All Customer Touch-Points. Communications is only one touch-point of many that marketing has with customers. Channel partners, alliance partners, market research, events, customer engagement and loyalty marketing are other touch-points with customers that certainly should be customer-centric.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

Kerry Bodine

OCTOBER 13, 2016

Buried in that data are pointers to your customers’ key behaviors: what they’re doing, when, and where. In particular, you’re looking for behaviors that drive the business results you most care about, like increased revenue, customer loyalty, or support center costs.

Workshop 66

Workshop Customer Journey Mapping 2016 Financial 66

Kerry Bodine

OCTOBER 13, 2016

Buried in that data are pointers to your customers’ key behaviors: what they’re doing, when, and where. In particular, you’re looking for behaviors that drive the business results you most care about, like increased revenue, customer loyalty, or support center costs.

Workshop 48

Workshop Customer Journey Mapping 2016 Financial 48

ProProfs Chat

DECEMBER 23, 2019

This treasure trove of information is instrumental in giving you a clear picture of customers’ pain points and the areas where your knowledge base needs improvement. . Mapping Your Customer Journey Is A Must. Getting in the minds of your customers can be challenging. Their history as regular customers via chat history.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Currency Alliance

MAY 9, 2022

So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. Features of an API-first loyalty platform. Thus far, Version 3.0

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. The result: happy, loyal customers.

2015 97

2015 Multi-Channel 2014 CEM 97

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee Lucas.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee Lucas.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

OpinionLab

OCTOBER 24, 2017

The rise of digital continues at a staggering rate, with total digital media usage up 40% between December 2013 and December 2016, according to comScore. As you constantly think about ways to optimize performance, a website redesign can drive increased revenue, improved customer loyalty and better business results.

Reference 94

Reference Omnichannel Measurement Feedback 94

Qualtrics

NOVEMBER 18, 2020

Volkswagen Australia is obsessed about making life easier for customers, so it is no surprise customer insights are at the heart of every action Volkswagen takes. By using customer insights to move the business forward, Volkswagen is achieving incredible results - made even more impressive when set in the context of 2020.

Management 32

Management Automotive 2020 2021 32

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. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. In short, M.N.U.

2016 111

2016 2017 Customer Experience Social Media 111

Currency Alliance

AUGUST 16, 2019

Loyalty programs once enabled relatively personalized marketing. From a standing start of zero customer data some 20 years ago, brands became able to incentivize desired behaviors in highly-predictable customer segments. Value, that is, to a minority of highly-frequent, high-spending customers.

Loyalty 40

Loyalty Insights Brands Loyalty Programs 40

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. And so this was back in 2016. And this is where it starts.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83

Tricia Morris

AUGUST 21, 2015

According to a recent Forrester survey, the biggest challenges cited by brands today in customer relationship management are: (1) creating a single view of customer data and information, (2) managing data quality, and (3) creating customer insights to drive decision making. Kate Leggett. See you there!

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

Clarabridge

JANUARY 26, 2017

It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. It’s also important to recognize that surveys are not the only technique for measuring loyalty, whether it’s voting for a candidate or recommending a product or service.

Social Media 40

Social Media 2012 Loyalty Feedback 40

Clarabridge

JANUARY 26, 2017

It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. It’s also important to recognize that surveys are not the only technique for measuring loyalty, whether it’s voting for a candidate or recommending a product or service.

Social Media 40

Social Media 2012 Loyalty Feedback 40

Clarabridge

JANUARY 26, 2017

It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. It’s also important to recognize that surveys are not the only technique for measuring loyalty, whether it’s voting for a candidate or recommending a product or service.

Social Media 40

Social Media 2012 Loyalty Feedback 40