Beyond Philosophy

JANUARY 7, 2016

In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. In 2016, more organizations will now embrace the subconscious and psychological experience, thus embracing Behavioral Economics. We Need New Thinking. My Prediction .

2016 74

2016 2002 Insurance Books 74

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. Recognize benefits potential. Gain clarity on cost.

2016 98

2016 Innovation Return on Investment Airlines 98

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

2016 132

2016 2012 2013 2014 132

Beyond Philosophy

APRIL 20, 2016

Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. This is the topic of my new book, The Intuitive Customer (Palgrave Macmillan, 2016 ). The NPS is a great metric, but it is limited.

Measurement 113

Measurement NPS Net Promoter Score 2007 113

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. than by email or phone.

2016 111

2016 2017 Customer Experience Social Media 111

Forrester

NOVEMBER 2, 2016

To find out, in 2016, Forrester used its Customer Experience Index ( CX Index TM ) methodology to measure and benchmark the CX of 72 India brands across eight industries. Forrester's CX Index score measures how successfully a company delivers customer experiences that create and sustain loyalty.

2016 79

2016 2015 Customer Experience Measurement 79

Beyond Philosophy

JANUARY 7, 2016

In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. In 2016, more organizations will now embrace the subconscious and psychological experience, thus embracing Behavioral Economics. We Need New Thinking. My Prediction .

2016 60

2016 2002 Insurance Books 60

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

2016 105

2016 NPS Net Promoter Score B2B 105

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. March 11 - The State of Customer Success 2016.

2016 80

2016 Customer Success Webinar Customers 80

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Detail roles and responsibilities, policies, and measurements. and outline your approach to new hire training.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Tricia Morris

MARCH 4, 2016

At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards. ———-. . ———-.

Magazine 51

Magazine 2016 Innovation Technology 51

ShepHyken

SEPTEMBER 12, 2016

Speed Is Best Measure of Customer Experience by Gerry McGovern. The post 5 Top Customer Service Articles For the Week of September 12, 2016 appeared first on Shep Hyken. It’s a more sophisticated version of word-of-mouth marketing. CMSWire) The basics of customer experience is helping people do what they want to do.

2016 114

2016 Article Customer Service Books 114

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

2016 59

2016 Customer Service 2017 Contact Center 59

Tricia Morris

FEBRUARY 12, 2016

A new 2016 Knowledge Management for Customer Service survey conducted with analyst and knowledge management authority Esteban Kolsky shows organizations are struggling with justifying greater investments in knowledge because they’re not measuring its impact. Registrants will receive a complimentary copy of the 2016 report.

Metrics 60

Metrics Measurement Customer Service 2016 60

Forrester

SEPTEMBER 29, 2016

The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. We found that between 2015 and 2016, the Canadian customer experience stagnated. Score changes at the brand level were remarkably minimal.

2016 87

2016 Wireless Customer Experience 2015 87

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

2016 97

2016 2012 2013 2014 97

Beyond Philosophy

JANUARY 27, 2016

The problem is many of them have implemented Customer Experience measures, had great improvements to metrics like their Net Promoter Scores, and then watched the score plateau. The post Big CX Idea for 2016: Not Despite but Because appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

2016 94

2016 Net Promoter Score Metrics Consulting 94

Forrester

SEPTEMBER 9, 2016

The 2016 China Customer Experience Index report, which I co-authored with APAC CX team principal analyst Ryan Hart , went live last Thursday at the Forrester's CX MARKETING SHANGHAI 2016 forum. Several Brands Moved From OK To Good - China CX Index, 2016 score distribution. We see notable improvement across the board.

2016 56

2016 Customer Experience Loyalty Measurement 56

Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

2016 95

2016 Customers Customer Connectedness Measurement 95

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. Recognize benefits potential. Gain clarity on cost.

2016 60

2016 Innovation Return on Investment Airlines 60

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

2016 74

2016 Metrics Customer Experience Customer Connectedness 74

Alida

SEPTEMBER 20, 2017

The research firm’s Customer Experience Index (CX Index) methodology measures how well a brand’s CX strengthens the loyalty of its customers, and is used to benchmark CX performance at 314 U.S. This is in stark contrast to Forrester’s 2016 study, in which only 11 brands declined while 58 improved.

Leadership 227

Leadership 2016 Insurance 2017 227

OpinionLab

AUGUST 23, 2016

Then take the necessary measures to enhance your CX in a way that will impact the bottom line in the way you want to. The post Four key themes from eTail East 2016 appeared first on OpinionLab. You should therefore focus your efforts on improving aspects of the customer experience your customers want improved.

2016 60

2016 Customer Journey Mapping Apparel Omnichannel 60

Forrester

JULY 13, 2016

I'm excited to announce that Forrester's CX Marketing Singapore 2016 event is less than 6 weeks away. Systematically improving CX through effective measurement. CX and marketing leaders, mark your diaries! Building and maintaining a brand in a digital world.

2016 64

2016 Marketing Customer Experience Competitive Advantage 64

C3Centricity

SEPTEMBER 16, 2019

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. The post How to Measure Customer Centricity the Right Way appeared first on c3centricity. I also do a lot of analyses on what customers really want today. Download Training Brochure.

Customer Centricity 54

Customer Centricity Measurement 2019 Customer Satisfaction 54

Forrester

JULY 18, 2016

The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers. We use this methodology to create an annual benchmark of CX quality at large US brands. Five industry averages rose.

2016 60

2016 Wireless Customer Experience Government 60

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. When you measure things wrong, you get wrong results,” Rick Parrish, Forrester analyst and the report’s author, tells MediaPost.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

COPC

AUGUST 18, 2016

The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. >>While the preference for Traditional Care remains strong, there was a slight pullback in 2016. >>Consumer The post 2016 CXMB Series, Consumer Edition appeared first on COPC Inc.

2016 40

2016 Consumers Social Media Events 40

Beyond Philosophy

APRIL 20, 2016

Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. This is the topic of my new book, The Intuitive Customer (Palgrave Macmillan, 2016 ). The NPS is a great metric, but it is limited.

Measurement 60

Measurement NPS Net Promoter Score 2007 60

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies.

2016 58

2016 Metrics Customer Experience Customer Connectedness 58

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. Future of B2C and B2B : If #oraclecloud could measure TV ads, it could put end to guessing how much money and where to spend money on TV ads.

2016 60

2016 B2B B2C Customer Success 60

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Contact Center 40

Contact Center 2016 Insights Banking 40

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. 2016 Answer. 2016 will be the year that technology will (finally) let us put humans first again. It measures how much value a company creates for their clients. We’ve updated it for 2017.

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

Alida

MARCH 21, 2018

Although there are many effective tools available to measure and monitor CX performance, too many focus on discrete transactions and don’t provide a holistic view of the customer experience. Many smart companies use NPS and CSAT studies to measure how well they’re meeting the needs and expectations of their customers.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

SuiteCX

JANUARY 21, 2016

Here are some practical tips to help you be more productive in 2016. How to Get a Deeper Understanding of Your Customers for 2016. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? Here are some practical tips to help you be more productive in 2016.

2016 40

2016 2015 Customer Centricity Leadership 40

CX University

SEPTEMBER 11, 2018

In 2016, they lost 340 patent examiners, allowing them to boast a 96% retention rate. The program focuses on actions taken to address challenges above measurable results. Preparing Your Employment Value Proposition for 2016.” 2016 Telework Annual Report ” USPTO: Washington D.C. Corporate Executive Board, The.

Management 209

Management 2006 2016 2018 209

Help.com

MARCH 14, 2016

Do you measure the results against last year’s survey? Customer satisfaction surveys allow companies to to measure their performance at any given time, and it’s because of that that it’s a continuous process. A photo posted by Everlane (@everlane) on Jan 29, 2016 at 1:31pm PST. “By The Ankle Boot Collection arrives next week.

2016 45

2016 Customer Engagement Engagement Social Media 45