Martin Hill-Wilson

MAY 27, 2015

It’s all useful if you remember the golden rule of customer insight. Regular instant messaging on a mobile phone has leapt from 29% of mobile phone users in 2013 to 42% in 2014, driven by services including WhatsApp, Facebook Messenger and BBM. Use at least three sources before settling on any interpretation of what’s going on.

2005 65

2005 2014 2013 2007 65

Hello Customer

MAY 17, 2020

With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be. As European first-mover, the fund invests since 2013 into a new generation of B2B software companies which enable the digitalization of medium and large enterprises.

2015 98

2015 2013 B2B 2014 98

inQuba

APRIL 24, 2022

Reichheld presented the benefits and importance of implementing an NPS system at one of my events back in 2013 and we had a great conversation around their relative merits. Businesses have implemented these measurement systems, and others, to achieve CX success and superior customer experiences.

Net Promoter Score 52

Net Promoter Score NPS 2003 Measurement 52

Forrester's Customer Insights

DECEMBER 7, 2018

In 2013, Doug Kessler and the crew at Velocity Partners published “Crap: the single biggest threat to B2B content marketing” – a work of thought leadership genius that I still tell marketers to read today.

B2B 55

B2B 2013 Marketing Leadership 55

Maru Group

AUGUST 1, 2018

We’re extremely proud to announce that Maru/edr have been shortlisted for the UK Customer Experience Awards for the fourth year running thanks to our pioneering Voice of the Customer programme. This year, we’re nominated alongside long-standing client, parcel carrier Yodel and their ‘Have Your Say’ VoC programme.

Customer Experience 40

Customer Experience Transportation 2013 Retail 40

Optimove

SEPTEMBER 28, 2022

First introduced by – you guessed it – Apple back in 2013, today beacons are used by savvy retail brands looking to connect with customers in a specific location with a pitch-perfect offer, most typically when they’re in a certain area of your store. And it doesn’t stop there.

Retail 52

Retail Brands Marketing Sports 52

Experience Matters

JANUARY 6, 2015

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Given the value of customer insights, many firms will invest in major renovations to these efforts this year. Mobile Mobile Mobile Formulations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Hello Customer

MAY 17, 2020

With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be. As European first-mover, the fund invests since 2013 into a new generation of B2B software companies which enable the digitalization of medium and large enterprises.

2015 52

2015 2013 B2B 2014 52

Forrester's Customer Insights

MARCH 18, 2015

The fragmented footprint of potential partners, proliferation of single-brand loyalty programs, and reluctance of brands to share customer data hampered hopeful coalition operators' efforts. Customer Insights' But, announcing and actually executing coalition loyalty at scale are two separate things.

Loyalty 41

Loyalty Loyalty Programs Rewards Programs 2013 41

Forrester's Customer Insights

APRIL 8, 2015

In the wake of a series of negative and well-publicized events in early 2013, Carnival Cruise Lines has since engineered a strong recovery and ranks as the No. Carnival Cruise Customer Insights ML Forum Marketing Leadership' 1 improved US brand in terms of consumer perception over the past year. Marketing Leadership.

2013 41

2013 Hospitality Leadership Events 41

Forrester's Customer Insights

NOVEMBER 3, 2019

Every year since 2013, event founder Alibaba has generated more online gross merchandise volume (GMV) than all US retailers put together have generated on Black Friday and Cyber Monday combined. 11.11 (AKA Singles’ Day), the world’s largest online shopping event, is entering a new decade this year. In 2018, Alibaba generated a staggering $30.8

2019 29

2019 2013 2018 Retail 29

ClearAction

AUGUST 2, 2016

3) VoC Analyzers — spending the majority of their time finding insights from VoC data. 4) VoC Collaborators — tailoring customer feedback to stakeholders who are engaged in continuous improvement. 5) VoC Transformers — linking customer insights to operational data and processes and strategic planning throughout the company.

B2B 54

B2B Customer Experience Customer Centricity 2013 54

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

CX Journey

FEBRUARY 17, 2015

Image courtesy of HZ University of Applied Sciences Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers. What is a stakeholder? And why should I engage with or interview one?

Engagement 62

Engagement Customer Journey Mapping Government 2013 62

Forrester's Customer Insights

MAY 15, 2018

We introduced the MMSI in 2013 to help companies assess whether an audience is ready to engage with them on mobile. Today, the most important question is no longer whether your customers […].

2013 24

2013 Engagement Marketing Information 24

ijgolding

MAY 5, 2017

CX Talent Ltd is a bespoke recruitment agency specialising in finding candidates for businesses where Customer Experience Management forms an essential part of their overall business strategy. At CX Talent Ltd we recognise that businesses can find it difficult to find the right candidate for Customer Experience roles.

Brands 57

Brands 2013 Brand Values Airlines 57

SurveySparrow

MAY 9, 2021

Survey Planet supports features like custom themes, preset questions, question branching, and so on. Survicate: Survicate was established in 2013. They specialize in gathering customer insights. Survicate is on a mission to help businesses collect and act upon customer’s feedback.

Net Promoter Score 52

Net Promoter Score NPS Feedback 2013 52

SurveySparrow

MAY 9, 2021

Survey Planet supports features like custom themes, preset questions, question branching, and so on. Survicate: Survicate was established in 2013. They specialize in gathering customer insights. Survicate is on a mission to help businesses collect and act upon customer’s feedback.

Net Promoter Score 52

Net Promoter Score NPS Feedback 2013 52

Qualtrics

OCTOBER 1, 2020

Sign up for a free account and get started gaining valuable demographic insights. This post was originally published in April 2013 and was updated in June 2018 The post Demographic Survey Questions that Yield Valuable Insights appeared first on Qualtrics.

Insights 49

Insights 2008 2013 Sports 49

Forrester's Customer Insights

JANUARY 4, 2016

I recently wrapped up my third evaluation of customer loyalty vendors, and the market has evolved slightly since 2013.

Loyalty 24

Loyalty 2016 2013 Technology 24

Amity

JANUARY 30, 2014

I think Customer Success is going to continue its evolution towards increasingly more proactive assistance to their customers to drive great experiences, thereby increasing product adoption and customer retention. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. So you need to capture customer insight throughout the website redesign process. So how can you ensure yours generates the results you want? Why redesign your website?

Reference 94

Reference Omnichannel Measurement Feedback 94

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Forrester's Customer Insights

AUGUST 14, 2020

CEOs who put off digital investments to focus on more pressing priorities may be wishing they heeded Forrester’s advice from 2013 and 2014. It’s no surprise that interest in digital has skyrocketed in a post-COVID-19 world. Some digital teams are scrambling to modernize experiences […].

2013 46

2013 2014 Management Customers 46

Thematic

SEPTEMBER 6, 2018

Airbnb kicked off their NPS program in 2013. In Philip’s view, this brings NPS into the space of driving business growth. Airbnb connects higher NPS to more referrals and rebookings.

Net Promoter Score 54

Net Promoter Score NPS Feedback Metrics 54

Forrester's Customer Insights

JUNE 22, 2020

Founded in 2013, CyberX has raised $48M in venture capital so this deal provides a good return to investors. Today, Microsoft announced that it has acquired Waltham, MA-based IoT and industrial control system (ICS) security vendor CyberX.

2013 44

2013 Technology Management Customers 44

Forrester's Customer Insights

DECEMBER 23, 2014

China has experienced a fast expansion of credit card usage in the past 10 years, accumulating more than 390 million credit cards by the end of 2013, around 16 times more than 2003. customer analytics. customer segmenation. Customer Insights credit card activation customer analytics customer segmenation marketing analytics'

Banking 45

Banking 2012 2003 2013 45

Forrester's Customer Insights

JULY 9, 2019

Unfortunately, despite our consistent and transparent body of DX research dating back to 2013, there remains a […].

2013 45

2013 2019 Customers 45

Forrester's Customer Insights

JANUARY 18, 2019

In a 2013 article in GQ, Netflix chief content officer Ted Sarandos laid out the then-nascent streaming company’s challenge: “The goal is to become HBO faster than HBO can become us.”

2013 42

2013 2018 Article B2C 42

Forrester's Customer Insights

FEBRUARY 3, 2020

Back in 2013, making sure that new hires had what they needed on their first day of work was basically a full–time […].

2013 36

2013 2019 Employee Experience Management 36

Chattermill

AUGUST 29, 2018

In addition to providing both free and multi-tier paid plans for individuals, Survey Monkey released large-scale options for enterprises in 2013, meaning you’re likely to find a plan — and a price point — that’s just right for your business’ size and needs. And trust us, when your CX stands out from the crowd, your business will grow.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

In addition to providing both free and multi-tier paid plans for individuals, Survey Monkey released large-scale options for enterprises in 2013, meaning you’re likely to find a plan — and a price point — that’s just right for your business’ size and needs. And trust us, when your CX stands out from the crowd, your business will grow.

Technology 40

Technology Customer Experience Consulting Customers 40

Thematic

MARCH 10, 2020

It was originally developed in 2006 as a community project in Israel to create a free digital database of the map of Israel and was later acquired by Google in 2013. Thematic is a customer insights solution, which can easily breakdown customer feedback & reviews into themes to discover hidden insights in the data.

2020 108

2020 2006 Reference 2013 108

Forrester's Customer Insights

AUGUST 25, 2014

1 technology priority for Chinese businesses; 55% of technology decision-makers in the country plan to use data and analytics to improve business decisions and outcomes in 2014, up from 43% in 2013. Chinese digital marketers are looking for powerful tools to better understand customer behavior, especially regarding customer acquisition.

Telecommunications 37

Telecommunications 2013 2014 Banking 37

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Arie Goldshlager – Customer Strategy, Customer Analytics, Innovation Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Forrester's Customer Insights

AUGUST 23, 2019

The transaction is a reacquisition of software development assets that VMware spun out into a separate company in 2013 after struggling to integrate them into its primary data center management […].

2013 25

2013 2019 Management 25