Experience Matters

AUGUST 6, 2015

That’s why we created the Temkin Innovation Equity Quotient (TIEQ). In January of this year, we collected feedback from 10,000 consumers and ended up with at least 100 responses for 293 companies across 20 industries (see full list of companies (.pdf) Purchase full 2015 TIEQ dataset for $195.

Innovation 98

Innovation 2015 Airlines Banking 98

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. EMC Corporation.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Communities reduce business costs and drive sales.

2015 0

2015 Social Media 2012 Innovation 0

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. The result: 85 percent reduction in research costs in 2015 alone.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Avaya

SEPTEMBER 2, 2016

The idea they hit upon was to give consumers the chance to be chosen as one of 100 digital influencers, allowing them to test-drive a new Fiesta for six months. While GITEX is a great opportunity for vendors, including Avaya, to showcase our newest, most exciting, most innovative products and solutions, it is also a pretty tough spotlight.

Innovation 40

Innovation Feedback 2014 2015 40

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. The lesson here is that companies can’t think of digital transformation in isolation. Tie CX efforts to revenue.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

Alida

AUGUST 26, 2016

Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. According to a 2015 Forrester Research report, 81 percent of companies have a support community of some kind. .

Social Media 167

Social Media 2015 Innovation 2014 167

Kustomer

FEBRUARY 4, 2022

Sifting through your inbox for the best news and insights can be time-consuming for anyone, regardless of their profession or industry. It will be a tactical newsletter exploring the customer experience so you can gather insights to build long-lasting relationships with today’s consumers. Save the date!

2015 98

2015 2022 Books Consumers 98

Experience Investigators by 360Connext

JUNE 22, 2015

67% of consumers have used a company’s social media site for servicing, according to J.D. Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them. Share pictures of teams working on that specific issue. It’s a means to an end.

Social Media 233

Social Media Engagement Magazine Innovation 233

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. I am a huge fan since it has saved me more than once.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Alida

MARCH 30, 2017

At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry. For example, customer insight motivated the launch of innovative meat products aimed at Millennial shoppers.

Customer Insights 145

Customer Insights Insights Webinar Innovation 145

Alida

OCTOBER 17, 2017

Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. Consumer expectations are higher than ever, and patients won’t tolerate a subpar experience from health care providers. What kinds of experiences are consumers looking for? Not necessarily.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Kerry Bodine

JUNE 4, 2015

It was so on point for companies looking to innovate the customer experience that I feel compelled to share. Max presented six trends that can help you frame your CX innovation efforts: Dynamic pricing. Trendwatching has a consumer trends canvas to help you do just that. Post-demographic consumerism.

Consumers 70

Consumers Customer Experience Seminar 2015 70

Kustomer

DECEMBER 5, 2019

Over the years, I have talked with hundreds of customer service leaders and although they have wanted to deliver exceptional customer experiences, their legacy ticket-centric technology solutions could not effectively enable these leaders to meet the expectations of today’s consumers – forget about exceeding those expectations.

Customer Service 98

Customer Service E-support Omnichannel Exceptional Customer Service 98

Alida

JULY 5, 2017

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space. It’s not the first food company to embrace the direct-to-consumer model.

Insights 113

Insights Retail 2015 2012 113

Natalie Petouhof

FEBRUARY 14, 2016

Tweet At the NRF Retail’s BIG Show , Adobe introduced several solution innovations for the Adobe Marketing Cloud that help retailers unify data, rich content, and campaign management into one platform. Online sales the week prior to Christmas saw tremendous growth. Online sales the week prior to Christmas saw tremendous growth.

Retail 40

Retail Innovation E Commerce 2015 40

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. ———————– Download the 2015 U.S.

2015 94

2015 Download Innovation Social Media 94

Alida

JULY 21, 2017

In fact, according to a study commissioned by IBM , nearly 80 percent of consumers don’t think the average brand understands them as an individual. The marketing campaign was inspired by insight on the company’s main target audience of female consumers. REI leans on members for product innovation.

Customer Relationships 154

Customer Relationships Brands 2015 Insights 154

C3Centricity

AUGUST 20, 2017

Faster growth, increased profitability, or more successful innovations? CPG (consumer packaged goods) companies on the other hand, frequently encourage their customers to buy more through promotions and discounts. More Successful Innovation. What does your innovation process look like? Be different! sales Click To Tweet.

2018 48

2018 Innovation Competitive Advantage Books 48

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. billion in 2015 —up 12 percent from the previous year. A brand’s ability to meet rising consumer expectations depends on having an authentic relationship with its customers.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Think Customers

JUNE 24, 2015

Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations.

2015 81

2015 Innovation Customer Engagement Blog 81

Alida

SEPTEMBER 15, 2016

That’s a hefty price to pay when you consider 85 percent of new consumer goods products fail. Since 2015, Wolverine Worldwide, a global footwear and apparel manufacturer of iconic brands such as Merrell, Sperry, Chaco and Saucony, has tested and vetted more than 1,000 new footwear styles with consumers before launching the product to market.

Innovation 153

Innovation Apparel Competitive Advantage 2015 153

TechSee

JANUARY 14, 2021

That’s ok, we may be a relatively new startup (founded in 2015) but we are really starting to make a splash, so expect to hear more about us going forward. And, if we can save a few consumer tech devices from being smashed to bits in the process, that’s fantastic…for us, for you, and for your wallet. ever again.

Wireless 109

Wireless 2021 2015 Technology 109

Currency Alliance

FEBRUARY 15, 2018

This has come at the cost of innovation, experimentation, and ultimately customer experience. This is tantamount to shrinkage – because as the economy expands to accommodate new services and innovative customer experiences, retail occupies an ever smaller market share. Tesco Home Phone & Broadband was sold in 2015 [xiv].

Retail 110

Retail Brands Banking 2015 110

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. More importantly, big data lacks actionable information with which marketers, insight professionals, customer experience leaders and innovators can make effective decisions that benefit their customers and their bottom line.

2010 160

2010 Social Media 2016 2013 160

Customer Bliss

MARCH 30, 2017

Customer engagement: This was about personalizing the experience and not delivering a one-size-fits-all CX to consumers in a time of increasing personalization. Wendy’s opened their own customer experience lab, called 90 Degree Labs , in May 2015 in Columbus, OH. Inside the Wendy’s customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Strativity

APRIL 11, 2018

As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. Starting in January 2015, CMS only awarded payments to plans (not providers) with ratings of 4 or higher. calls, emails, SMS, etc.), targeted marketing (e.g.,

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

TechSee

APRIL 2, 2019

However, most of these innovations revolve around language. A watershed in the field occurred in 2015, when computer vision overtook humans in the ability to recognize objects, a turning point analogous to the day in 1997 when IBM’s Deep Blue chess computer defeated the legendary grandmaster Garry Kasparov.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Kerry Bodine

SEPTEMBER 30, 2017

That study was all about end consumers. But, of course, customer experience isn’t just for consumer-focused organizations. Pioneer digital-physical innovation. One of Gartner’s top 10 predictions for 2015 said that, “By 2017, 50% of consumer product investments will be redirected to customer experience innovations.”.

Customer Experience 48

Customer Experience 2013 2015 2017 48

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) Bell, author of The 9½ Principles of Innovative Service. It will be officially released on the 3rd October 2015. It will be officially launched on he 28th October 2015.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service.

Customer Experience 75

Customer Experience Transportation Insurance 2015 75

Magellan Solutions

AUGUST 19, 2021

COVID-19 caused drastic consumer behavior shifts. Furthermore, there are significant earnings challenges due to a tough macroeconomic context and extensive risk of financial distress for both consumers and businesses. Consumers’ banking preferences are rapidly evolving. Innovation to drive economic recovery and growth.

Banking 52

Banking Retail 2022 2021 52