Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. Download report for $195. Download report for $195. 82% of respondents think that CX will be more important to their organization this year than it was last year.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

TechSee

JANUARY 24, 2019

Amazon Mayday : First launched in 2013 in connection with the Kindle Fire, Amazon Mayday was an in-app video support that connected an Amazon agent with the Kindle customer with the tap of a button. Check whether it is delivered via a browser or whether an app download is required.

2025 141

2025 Contact Center Financial Document 141

Experience Matters

FEBRUARY 17, 2015

Download report for $195. This is the fourth year that we’ve released this study (see 2012 study , 2013 study , and 2014 study ). Download report for $195. increased from 55% last year to 57% this year. Senior executives are 50% more likely than individual contributors to be highly or moderately engaged.

2015 106

2015 Engagement Transportation 2012 106

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences. 45% of online shoppers are more likely to shop on a website that makes personalized recommendations.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

Experience Matters

APRIL 16, 2015

consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. Download report for $195. Here’s a portion of the first figure from the data snapshot that contains 12 data-rich charts: Download report for $195.

2015 89

2015 Customer Connectedness 2014 2012 89

transcosmos Information Systems

MARCH 6, 2017

In December of the same year, they released a statement saying that a separate breach in 2013 compromised more than 1 billion accounts. In 2013, some 3,000 companies in the United States had their systems compromised by criminals. In September 2016, tech company, Yahoo, disclosed that 500 million user accounts had been hacked in 2014.

2013 87

2013 2014 Government 2015 87

Experience Matters

DECEMBER 22, 2015

See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195. Download report for $195. Companies are most effective at measuring customer service and phone interactions and least effective at measuring the experiences of prospects and customers who have defected.

2015 74

2015 Metrics Net Promoter Score 2011 74

Daniel Group

APRIL 23, 2021

Download our Ebook. Lynn Daniel: To kick things off, Thomas Built Buses has been a client since around 2013. In this eBook we’ll explore some of the most common mistakes B2B companies make when designing and executing customer feedback programs. What is Your Customer Trying to Tell You?”. from survey results and then taking action.

Feedback 124

Feedback Net Promoter Score B2C B2B 124

CSM Magazine

DECEMBER 1, 2021

Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ For more ideas, watch Calabrio’s webinar or download the Health of the Contact Centre 2021: Agent Wellbeing and the “Great Resignation” report or simply visit www.calabrio.com. About the Author.

Magazine 64

Magazine 2013 2015 Culture 64

Experience Matters

SEPTEMBER 16, 2015

Download report for $695. If you want to know more about the data file, download this SAMPLE SPREADSHEET without the data (.xls). Download report for $695. Note: See our 2014 NPS benchmark , 2013 NPS benchmark and 2012 NPS benchmark for tech vendors as well as our page full of NPS resources.

2015 89

2015 NPS Net Promoter Score B2B 89

Customer Bliss

JULY 19, 2016

Wharton (at UPenn) did research on S&P 500 Index companies from 1972 to 2013. If you download the customer focus competency recipe cards at that link above, you’ll find six recipes to help you immediately get rolling on treating customers as fundamental strategic assets. For example, let’s talk about customers as assets.

2013 129

2013 Leadership Customers Customer Centricity 129

Brandwatch CX

JULY 4, 2022

in 2013 to 32.3% You can also download the data into Excel to analyze it further yourself and create custom charts and graphics. If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you.

Social Media 85

Social Media Metrics 2013 2015 85

Experience Matters

MAY 5, 2015

consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012, January 2013, and January 2014. Download report for $195. Download report for $195. We also examine how usage rates vary by mobile phone type.

Social Media 83

Social Media 2015 2014 2012 83

Experience Matters

JANUARY 20, 2015

Download report for $195. Download report for $195. If you enjoyed this report, check out Lessons in CX Excellence, 2014 and Lessons in CX Excellence, 2013. At the end of this report, we have included all of the finalists’ detailed nomination forms to help you collect examples and ideas to apply to your own CX efforts.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. At what point after your app has been downloaded do logins tend to decrease or stop? Using digital surveys is another way to garner valuable feedback.

Retail 111

Retail Customer Experience Social Media 2013 111

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. Learn more about customers’ expectations, download the CX Transformation Benchmark. Apple Chat or WhatsApp). And yet, it turns out customers like.

Contact Center 54

Contact Center Net Promoter Score 2013 Consumers 54

Clarivate

SEPTEMBER 7, 2023

We’ve also published a downloadable executive summary that distils the key findings for 2023 to reveal the stories behind the data. Figure 3: Output – Trends in international output and open access output for 2013-2022 for each G20 member nation. population, GDP, female researchers, patents, academic papers, etc.),

2013 116

2013 Government 2023 2022 116

PeopleMetrics

JUNE 18, 2015

Just click on the image below to download your copy. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. And hey, it's a nice, free ebook. Thanks for reading. CC BY-SA 2.0.

Customer Centricity 107

Customer Centricity 2013 Feedback Customers 107

Tricia Morris

JANUARY 25, 2016

An L2 Think Tank survey shows that 76% of luxury brands now feature online customer self-service, compared to just 19% in 2013. ——————– Download the eBook: 10 Customer Service. A Turn Toward Less Human Customer Service. We began utilizing scripting that made live agents sound robotic.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

PeopleMetrics

MAY 22, 2015

In 2013, an aviation service-support client asked us to diagnose problem sources in their customer experience. If you'd like to learn a little more about our work with that aviation service-support client, then click the image below to download our case study. This can help you create stronger CX strategies and avoid wasting energy.

Customer Experience 105

Customer Experience 2009 2013 Download 105

Experience Matters

MARCH 16, 2015

You can download a free copy of the Temkin Experience Ratings report of see all of the results on the Temkin Ratings website. You can download our free report for each year of the Temkin Experience Ratings. Here are links to the 2011 , 2012 , 2013 , 2014 , and 2015 ratings. How can I get data from previous years?

2015 99

2015 2011 2012 2013 99

Clarabridge

FEBRUARY 2, 2017

In fact, easy switching has become a competitive differentiator, with many banks publishing step-by-step instructions on their websites, offering downloadable “switch kits,” and advertising that they make it easy to join them. . This record-breaking number was an increase of about 40% over 2013, which was the previous high.

Banking 45

Banking 2014 Financial 2013 45

Daniel Group

OCTOBER 1, 2019

To illustrate the importance of service in marketing, consider the chart below (From The Effortless Experience , Dixon, Toman and Delisi, 2013). Use these to build the case with distributors (visit our website and download “The Case for Investing in Customer Experience,” [link] ). Explain what’s in it for the distributor.

2013 40

2013 Download Customers Measurement 40

Customer Bliss

APRIL 18, 2017

In 2013, she was recognized by The Manufacturing Institute, Deloitte, the University of Phoenix, and the Society of Manufacturing Engineers with the Women in Manufacturing STEP (Science, Technology, Engineering and Production) Award. Kind of like Amazon tracking.) ” That’s a seismic shift in terms of legacy B2B.

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

Thematic

MARCH 21, 2019

In a 2013 study, 74% of online consumers expressed frustration with websites that displayed content that had nothing to do with their interests. Incentives to take email surveys, i.e. coupons, free downloads, one-on-one sessions, don’t always work. Let’s say you’re offering a free download to an e-book you sell.

Social Media 48

Social Media 2010 2013 Books 48

Clarabridge

FEBRUARY 2, 2017

In fact, easy switching has become a competitive differentiator, with many banks publishing step-by-step instructions on their websites, offering downloadable “switch kits,” and advertising that they make it easy to join them. . This record-breaking number was an increase of about 40% over 2013, which was the previous high.

Banking 40

Banking 2014 Financial 2013 40

C3Centricity

DECEMBER 31, 2018

This article has been amongst the top twenty posts every year ever since it was first published back in 2013, a staggering five years ago! Once completed you will receive an email with a link to download the ebook “Secrets to Brand Building” for free – it’s normally US$ 4.95! Thanks for your help.

2018 83

2018 Brands Customer Journey Mapping 2019 83

Brandwatch CX

FEBRUARY 15, 2019

in 2013 to 32.3% You can also download the data into Excel to analyze it further yourself and create custom charts and graphics. If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you.

Social Media 79

Social Media Metrics 2013 Measurement 79

Middlesex Consulting

NOVEMBER 28, 2016

GE Healthcare Brochure Adventure Series available for download from this page. Note: This post was based on five documents: Kids Were Terrified of Getting MRIs. Then One Man Figured Out a Better Way. It appeared in The Eye on Oct.18, From Terrifying to Terrific : The Creative Journey of the Adventure Series GE Healthcare, Sept. 2, 2016.

Innovation 60

Innovation Hospitality Healthcare 2012 60

Confirmit

OCTOBER 30, 2018

Between 2010 and 2013, the insurer’s Net Promoter® Score (NPS) rose from 52.7 "The sophisticated Confirmit dashboard enables us to parse the data by product, geography or even business process, such as a claim or a call center query. " — Seth Hall , VP Customer Service. ” Says Hall.

Return on Investment 40

Return on Investment Insurance Net Promoter Score 2010 40

Comm100

AUGUST 24, 2016

Despite these advantages, social media is not the preferred method of contacting a company for customer service, and in fact, has been on the decline in preference since its peak in 2013. Free Download] Live Chat Scripts to Make Stellar Agents. Download Now. limited functionality.

Customer Service 57

Customer Service Social Media Customer Service Representative Multi-Channel 57

Magellan Solutions

FEBRUARY 2, 2022

2013 : In this year, around 900,000 Filipinos were reported working full-time in the industry. For the last two years, the country had already spent US$286 million on video games, video-on-demand services like Netflix, digital music streaming and downloads, and subscriptions to digital news and magazines. to the country’s total GDP.

Call Center 75

Call Center Contact Center Government 2001 75

Lithium

JUNE 27, 2022

billion lifetime downloads globally. It worked for a time, up until, in 2013, Instagram and Snapchat added 15-second video options and paid post options for brands. This social channel has exploded in use since 2020, with over 1 billion current users and growth unmatched by any other social media today. Compare TikTok for a moment.

Engagement 52

Engagement Social Media Metrics 2012 52

Middlesex Consulting

NOVEMBER 27, 2016

GE Healthcare Brochure Adventure Series available for download from this page. Kids Were Terrified of Getting MRIs. Then One Man Figured Out a Better Way. It appeared in The Eye on Oct.18, From Terrifying to Terrific : The Creative Journey of the Adventure Series GE Healthcare, Sept. Pictures of the equipment and the various rooms.

Innovation 60

Innovation Hospitality Healthcare 2012 60

ReviewTrackers

MARCH 4, 2020

Not only are they a crucial source of information for smartphone and tablet users looking to download their next app; app reviews are also one of the key factors determining where a developer or an app ranks in app store search results. Remember Flappy Bird, the hit mobile video game that took the App Store and Google Play by storm in 2013?

Download 102

Download 2013 Entertainment User Experience 102

Comm100

OCTOBER 17, 2017

In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. Download Now. Download Now. Introduction.

Social Media 52

Social Media Customer Service Download Customer Care 52

CSM Magazine

DECEMBER 11, 2015

In the United States and United Kingdom, high satisfaction levels have fallen year on year, while low satisfaction level have risen each year; levels of high satisfaction fell three percentage points between 2013 and 2015, from 39% to 36%. The Xerox report on the study can be downloaded here. Sharp fall in ‘passive’ customers.

Net Promoter Score 40

Net Promoter Score 2015 Call Center 2013 40