West Monroe

MARCH 29, 2022

Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. Having created immense loyalty among its customer and employee base, Apple is a force to be reckoned with. What is the main difference between market makers and market takers? Tangible value.

2001 98

2001 2007 Leadership Consulting 98

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.

ROI 54

ROI 2007 2018 2019 54

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

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.

ROI 48

ROI 2007 2018 2019 48

CSM Magazine

JUNE 14, 2019

First trialled in 2007 with a £10 maximum spend limit, its true introduction to the mainstream was only around five or six years ago, although it feels much longer. The arrival of the ATM machine in the late sixties brought a significant shift in expectation for the average British consumer. From novelty to expectation.

Customer Service 40

Customer Service 2007 Hospitality Retail 40

2020 Research

OCTOBER 18, 2022

Schlesinger Group recently presented a webinar on the topic of consumer-packaged goods counter trends for a recession. The webinar was hosted by: Stan Sthanunathan – Retired Executive VP of Consumer and Market Insights at Unilever. Consumer packaged goods companies express concerns over imminent recession and economic downturn.

Social Media 52

Social Media Consumers Webinar Financial 52

West Monroe

MARCH 29, 2022

Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. Having created immense loyalty among its customer and employee base, Apple is a force to be reckoned with. What is the main difference between market makers and market takers? Tangible value.

2001 52

2001 2007 Leadership Consulting 52

West Monroe

MARCH 29, 2022

Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. Having created immense loyalty among its customer and employee base, Apple is a force to be reckoned with. What is the main difference between market makers and market takers? Tangible value.

2001 52

2001 2007 Leadership Consulting 52

CSM Magazine

DECEMBER 12, 2019

trillion spent in 2007. We all know that today’s consumers often have an overwhelming choice, so even with the best forecasting and planning for your CX, change will inevitably happen. consumers felt critical customer service issues could have been avoided if companies had contacted them earlier. since last year.

Customer Experience 52

Customer Experience Average Handle Time 2007 2009 52

Beyond Philosophy

MAY 5, 2015

Emotions are fundamental to Customer behavior in your experience, too, whether you are in business-to-consumer or business-to-business. Back in 2007, I wrote a book called, “The DNA of Customer Experience: How emotions drive value” addressing the answer to this question in detail. The basic question is this. Do emotions drive ROI?

2007 113

2007 Books ROI Call Center 113

Beyond Philosophy

MARCH 3, 2016

No Loyalty (low relative attachment and low repeat purchase). These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change. Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S.

White Paper 60

White Paper 2007 Consulting Loyalty 60

Service Untitled

MARCH 10, 2014

With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. Customers are involved in the development of services needed by asking clients and consumers what they find to be important.

2007 68

2007 2012 Call Center Culture 68

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

CEM 55

CEM Customer Experience 2007 2011 55

Service Untitled

DECEMBER 6, 2013

In a study titled “Amazon Can’t Do That” polling 1,500 consumers spanning the three generations of Millennial, Gen X, and Boomers research group, WD Partners concluded that shoppers still prefer feeling, walking around, and gathering with friends and families during the holiday shopping season.

2007 62

2007 Poor Customer Service Retail Social Media 62

Wootric

AUGUST 21, 2018

Consider the realities: as recently as even 2007 the modern smartphone didn’t exist, AI was still a science fiction notion, and the idea of self-driving cars wasn’t on the general public’s radar. Companies like Ancestry.com are using this technology to improve its product and boost customer loyalty.

Technology 58

Technology Customer Experience 2025 2007 58

Service Untitled

MARCH 3, 2014

Interesting enough however, even though brick and mortar stores suffered this past year from less foot traffic, customers were pleased with shorter waiting lines, more products in stock, and the personal service that brings consumers into a store. Is customer service more about loyalty or preventing frustration?

Customer Satisfaction 57

Customer Satisfaction Retail E Commerce E-support 57

ijgolding

MAY 20, 2015

The company was named ninth on Business Week’s top 25 companies customer service list in 2007. As a consumer I understand that and acknowledge that perfection is an unrealistic expectation. You guessed it – they did. You can read the full story of what happened here. Now the thing is – all companies get things wrong.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry. And consumers notice that.

NPS 113

NPS Net Promoter Score Loyalty Omnichannel 113

Michel Falcon Experience

MARCH 17, 2023

When I was developing my career at 1-800-GOT-JUNK from the years 2007 to 2012, I was introduced to something called customer personality types. With the director style and the socializer, it’s pretty clear to understand what they need to be able to develop loyalty with the company. Make sure it works.” Of course it does.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Smith+co CX

MARCH 10, 2014

We do not claim this is an original thought (way back in 2007 Brian Solis wrote an article titled ‘Social Media is About Sociology Not Technology’ ) but the evidence is that executives continue to focus on the technology rather than the experience. We are of the view that the experience should drive the technology – not the other way around.

Multi-Channel 59

Multi-Channel Customer Experience 2014 Social Media 59

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). A little more context.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Service Untitled

MARCH 15, 2010

In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue &# Highest in Customer Satisfaction&# among low-cost carriers in North America. Jet Blue serves 60 cities with 600 flights daily.

Blog 41

Blog Airlines 2009 2010 41

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

JUNE 4, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that really connecting, and having an emotionally-based relationship, with customers is the key to leveraging loyalty and advocacy behavior. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Financial 144

Financial White Paper Books Airlines 144

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Dennis is an innovative Customer Experience evangelist with a deep understanding of consumer engagement, digital media, and reporting analytics.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Grade.us

JANUARY 14, 2020

It’s a consumer-driven phenomenon that should be brand-driven. When fan pages launched in 2007, brands were able to post unlimited messages to their fan base. This creates uniqueness Uniqueness creates long term loyalty, motivating customers to pay what you ask and stay with you. Because of virality.

Social Media 51

Social Media Advertising 2011 Brands 51

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Dennis is an innovative Customer Experience evangelist with a deep understanding of consumer engagement, digital media, and reporting analytics.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

CX Workout - Ideas Blog

DECEMBER 22, 2020

Academic research has shown that evoking gratitude across customers or buyers leads to valuable behavioral outcomes such as positive word of mouth or recommendation (Soscia, 2007) and increased purchase intentions (Palmatier et al., 2015 further confirmed that gratitude fosters commitment and enhances loyalty. Eggert et al.,

2020 52

2020 Financial NPS 2004 52

Beyond Philosophy

APRIL 20, 2016

The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions?

Measurement 113

Measurement NPS Net Promoter Score 2007 113

Comm100

NOVEMBER 13, 2022

One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . A key benefit of chatbots is their ability to automate the repetitive but time-consuming work, allowing agents to focus on more complex or valuable tasks.

Customer Service 72

Customer Service Omnichannel Social Media 2021 72

ijgolding

MARCH 7, 2016

We the UK consumer can choose to take our business elsewhere. In 2008, Woolworths left a huge hole in high streets all over Britain – it had completely failed to remain relevant to the consumer and ceased to be a viable business. The catastrophe here is that it is the NPower employee who has to suffer the consequences.

2015 64

2015 Financial Retail Social Media 64

Beyond Philosophy

APRIL 20, 2016

The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. But what are these emotions?

Measurement 60

Measurement NPS Net Promoter Score 2007 60

SurveySensum

SEPTEMBER 8, 2023

They found that on average, a consumer is valued at $210 to Dell. To understand this difference better, the 2023 Satmetrix Net Promoter Benchmarks report (for US consumers) provides detailed information on the NPS score of 192 brands in 23 industry sectors, covering 63,939 respondents. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Banking 52

Kustomer

NOVEMBER 12, 2020

Having over 15 years of customer service experience, he has learned the best methods of garnering customer loyalty and agent happiness, starting with fostering relationships in the workplace. And this is back in 2008, 2007, and YouTube was only a year old. Having video on the internet was the wild, wild West. Gabe Larsen: (17:38).

2008 52

2008 Innovation Customer Service Leadership 52

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. Founded in 2007, Trustpilot got its start as a consumer review platform.

2020 47

2020 Management Net Promoter Score Multi-Channel 47

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. In short, you get to boost brand loyalty among customers. #8: Orders had errors. Taste Issues.

Customer Service 51

Customer Service Airlines E-support Brands 51