ijgolding

OCTOBER 19, 2015

The most customer centric organisations in the world recognise and very much appreciate this fact. I always state the Ritz Carlton’s approach when bringing this to life – the relationship they want their business to have with customers is described by them as ‘Ladies & Gentlemen serving Ladies & Gentlemen’.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78

CX Journey

MARCH 12, 2015

Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” We craft our surveys to explore the perceptions that employees have inside their organizations. Particularly their alignment.)

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Airlines don’t either.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Airlines don’t either.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

CX Journey

JANUARY 23, 2019

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Happy employees lead to happy customers.

Culture 37

Culture Leadership Definition Customer Centricity 37

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? For you and for the customer. How do we do that?

Customer Experience 49

Customer Experience Employee Experience Workshop Culture 49

Michel Falcon Experience

AUGUST 13, 2014

You want your survey to be long enough to give you insight into how to improve your business but short enough not to cause “survey fatigue” with your customers. Case Study #2 : Qantas airlines is a fantastic example of keeping their customer survey short, direct and to the point. As you can see, they also use NPS.

Net Promoter Score 147

Net Promoter Score NPS Telecommunications Feedback 147

ReviewTrackers

MAY 8, 2017

Session and presentation topics include customer journey mapping and reconstruction, customer engagement, CX governance, measuring customer experience, creating customer-centric omni-channel strategies, and Voice of the Customer. Forrester CXNYC. When: June 20 to 21, 2017. Where: New York City, NY.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

ijgolding

SEPTEMBER 21, 2015

. ‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe. Be distinctive.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. What is Customer Experience Value Creation? (4-point

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ClearAction

MARCH 22, 2024

In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.” ” WHY we need to make CX a team sport was clearly stated by Diorio: The articulated goal of customer-centricity is far out in front of the operational practice of Customer Success.

Sports 62

Sports Chief Customer Officer 2024 Customer Centricity 62

Qualtrics

MAY 22, 2019

She points out that in many organizations, these unplanned experiences are costing them money too as customers get wise to the system and play ‘service roulette.’. You know, you’ve called an airline more than once, right?” she asks. “I

Chief Customer Officer 40

Chief Customer Officer Leadership ROI Webinar 40

Elevio

APRIL 12, 2017

Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. My role has since expanded to the Director of Experience, overseeing the customer as well as the employee experience. Connect the customer with someone who can solve the problem. Our 90 NPS score, 9.9

Effort Score 40

Effort Score 2016 2014 Airlines 40

Michel Falcon Experience

OCTOBER 15, 2014

Because I have these recent customer service experiences, I’m asked to speak to organizations, employees, managers, and at conferences. During my years of grinding and hustling to reach my goal of becoming a recognizable customer and employee experience consultant and keynote speaker, I obtained a few traits along the way.

Customer Service 155

Customer Service Airlines 2007 Employee Experience 155

Storyminers

JULY 6, 2020

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Books Magazine 59

Customer Bliss

JULY 19, 2018

Amazed by Newegg’s customer-centric attitude and loyal audience of techies and gamers, Sue had an overall positive experience upon joining the company. You need to be able to look at something and not react when there’s a change, especially if the change may be perceived as negative. - Sue Martin Homes, @Newegg Click To Tweet.

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

Storyminers

JULY 6, 2020

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Books Magazine 52

Beyond Philosophy

JUNE 4, 2015

They included CarMax, BMW, Costco, Harley-Davidson, IKEA, JetBlue, Johnson & Johnson, New Balance, Patagonia, Timberland, Trader Joe’s, UPS, Wegmans, and Southwest Airlines. Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies.

Financial 144

Financial White Paper Books Airlines 144

Customer Alignment

DECEMBER 18, 2017

Othello ) So, there was much talk. 2017 promised such a lot.

2017 45

2017 2018 Chief Customer Officer NPS 45