Experience Matters

MARCH 17, 2015

Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Second to None

MARCH 22, 2019

Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy. Utilizing a social media influencer’s pull is just as much about increasing brand recognition as it is about increasing sales. 1, 7] [link]. 2,4] [link]. 3,5] [link]. [6]

Connections 75

Connections Brands 2008 Social Media 75

Second to None

MARCH 22, 2019

Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy. Utilizing a social media influencer’s pull is just as much about increasing brand recognition as it is about increasing sales. 1, 7] [link]. 2,4] [link]. 3,5] [link]. [6]

Connections 63

Connections Brands 2008 Social Media 63

Second to None

FEBRUARY 14, 2018

Customers Will Contact You On Social Media. Companies have spent years trying to engage their customers on social media. Now, customers want to engage back. According to ValueWalk, 63% of customers expect companies to offer support via social media, and 35% of customers prefer it over other channels.

2018 63

2018 Social Media E Commerce E-support 63

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Article 48

Article Customer Experience 2009 White Paper 48

Answer Dash

NOVEMBER 21, 2018

Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.

User Experience 75

User Experience Social Media 2025 2010 75

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction E-support Retail 2010 52

LiveChat

APRIL 19, 2016

Social media has become an essential ingredient of great customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. Pick the Right Social Media Channel to Address Your Customers. Stay professional and maintain the same tone of voice.

Social Media 50

Social Media Customer Service 2010 Document 50

Eptica

MAY 9, 2018

Shopper footfall on the high street has experienced the sharpest decline since 2010 , while sales showed their biggest quarterly fall in a year. More demanding consumers In such a competitive market, the customer experience delivered by retailers is key to helping them differentiate themselves, preserve margins and increase loyalty.

Retail 50

Retail Customer Experience 2010 2018 50

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Strativity

OCTOBER 13, 2015

While the methods of delivering exceptional Customer Experiences are ever-evolving, the core ideals, messages, and concepts behind them will be relevant for years to come. As published on mycustomer.com, June 2010. At a recent visit in Spain I was introduced to a local bank that describe to me his customer experience challenges.

Customer Experience 45

Customer Experience 2010 Social Media Banking 45

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers.

2016 59

2016 Poor Customer Service Social Media 2020 59

Beyond Philosophy

MAY 20, 2015

Among key findings, the study identified that 70% of Americans are willing to spend an average of 13% more with companies they felt provided excellent customer service. This was significantly higher than corresponding 2010 results (58% of Americans would spend 9% more).

Consumers 160

Consumers 2012 2011 2010 160

Service Untitled

APRIL 16, 2010

Service Untitled The blog about customer service and the customer service experience. Some of the original stores remained; the village atmosphere and the small town appeal most likely spared them from going the route of the dinosaur, but so did the individual customer-centric attitudes of the small shops. At a local.

Loyalty 41

Loyalty Blog 2010 2006 41

Service Untitled

JULY 25, 2011

Most of us find customer service and customer satisfaction a challenge just in the businesses and organizations we pay to use. It’s a stretch to think that a social media site conjures up the scrutiny of a customer service report card. I find it hard to believe that Facebook gets so much criticism.

Customer Satisfaction 42

Customer Satisfaction Wireless Airlines Social Media 42

Beyond Philosophy

JUNE 4, 2015

Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed. In his 2010 book, Marketing 3.0: Starbucks might make more money selling Pepsi, but they don’t.

Financial 144

Financial White Paper Books Airlines 144

C3Centricity

NOVEMBER 15, 2015

Whereas in the past, disappointed customers may have told ten others, today it is estimated to be closer to ten million, thanks to social media! In a great article entitled “ What an angry customer costs ” by Fred Reichheld, it is said that the cost to companies of haters or detractors is enormous.

2010 48

2010 E-support Brands Connections 48

Beyond Philosophy

JUNE 1, 2015

Many companies have only recently come to the realization that some customers are more valuable than others; and, to be successful, loyalty programs need to target the higher, and potentially higher, revenue customers.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Service Untitled

JULY 26, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: Seattle Municipal Archives Possibly Related Posts: Patient satisfaction and customer service Dealing with angry patients and their families can be extremely. At a local.

Hospitality 41

Hospitality Blog 2010 Customer Service Representative 41

Currency Alliance

MARCH 9, 2021

Until around 2010, they were fairly monolithic systems where the front-end website was tightly integrated into backend servers. In most cases, these compromises also led to frustration among customers and inefficiency in business operations. Because customers use multiple channels at the same time when interacting with a brand.

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59

SmartKarrot

JANUARY 22, 2021

Fasten your seat belts as we begin the journey of customer success right away. Here is what we will be delving into today: Customer Success: Past. Customer Success: Present. The Customer Success Funnel SaaS and Mobile Apps Cloud and its Phenomenal Impacts. Customer Success – Past. Read on and enjoy!

Presentation 10

Presentation Customer Success 2005 2010 10