2015 Consumers Innovation Voice of Customer 
Second to None
FEBRUARY 22, 2019
Forrester’s research examining the experiences of 45,000 consumers revealed that emotion is the leading factor in dictating a customer’s loyalty over other factors, effectiveness and ease. [2] 2] They identify five layers of emotional context that affect the customer’s experience. (1) 2,3] Burns, Megan.
Second to None
MARCH 8, 2019
Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 In customer experience, we consistently look at consumer data to inform our decisions and initiatives. percent more returns over the span of eight years.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Second to None
MAY 15, 2018
Although brand equity can’t be easily expressed through monetary value, it’s true that consumers are willing to pay more for certain brands. The reason for that is its combination of impeccable design, innovative features, and superb branding. Let’s take Apple as an example. distrust social media. appeared first on Second To None.
Second to None
JANUARY 22, 2019
Here are three lessons you can learn from TeleSign about the importance of how you think in enhancing the customer experience: 1. Use technology to enhance customer’s experience not yours. Innovation at TeleSign is an outside in process. It realizes that customers have, as Miles calls it, “liquid expectations.”
Second to None
FEBRUARY 28, 2019
Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). They gathered consumer data from 10,000 respondents in the US.
Second to None
FEBRUARY 28, 2019
Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). They gathered consumer data from 10,000 respondents in the US.
COPC
SEPTEMBER 9, 2019
recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. We eventually want to enhance mass financial education for consumers in China and help more people enjoy better, equitable service.
Expert insights. Personalized for you.
54 
Let's personalize your content