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. Customers demand a seat at the table. Insight communities.

2015 0

2015 Social Media 2012 Innovation 0

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Understand your customers are not obsessing over your brand. Image Credit: 401(K) 2012 via Creative Commons license. Blog Communications Culture Customer Engagement Customer Experience customer service Featured customer engagement customer relationships leadership linkedin loyalty' It’s in the bank!

Banking 286

Banking 2012 Loyalty Culture 286

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.

Consumers 160

Consumers 2012 2011 2010 160

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. We’ll get into further detail later: Brand. Board engagement was crucial in this whole arc as well. ” Engaging With The Board.

Customer Experience 154

Customer Experience 2014 2016 2012 154

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. reputational risk is intangible and hard to measure.

Banking 94

Banking Management 2012 Social Media 94

C3Centricity

NOVEMBER 5, 2018

They were referring to the growing need for marketers to stand up to the challenge of taking local brands global. In this networked world, more and more successful local brands are attempting global roll-outs. This is the basis of any new product launch and applies just as well to global rollouts as it does to local brand developments.

Brands 82

Brands Magazine 2012 2013 82

Customer Bliss

OCTOBER 6, 2016

That happens to brands too, and oftentimes it happens to brands around how they deal with their customers. I wrote a little bit about this back in 2012 , and it’s also mentioned in CCO 2.0. It engages them immediately, connects them to specific actions to take, and expands the role beyond sales to relationship.

Chief Customer Officer 192

Chief Customer Officer 2012 Innovation Reference 192

Optimove

FEBRUARY 15, 2024

Since 2012, Optimove has revolutionized marketing by focusing on Customer-Led Marketing programs. Delve into smart marketing that starts with the customer through insightful and actionable keynote sessions, customer spotlights, and engaging panels, case studies, and networking opportunities.

2024 52

2024 Connections 2025 Download 52

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really? correlation.

Engagement 104

Engagement 2006 Customer Experience 2012 104

CSM Magazine

FEBRUARY 20, 2020

Now we hold so much more stock in online sentiment, engagement and brand authority, all of which often have a knock-on effect to sales, but when times are tight, creating lasting brand awareness is what pays dividends. Arguably the Red Bull Stratos campaign was the best brand awareness campaign ever run.

Marketing 52

Marketing Brands 2012 2013 52

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. This was down from 74% in 2015 , and was well below 2012’s total of 87%.

Brands 49

Brands Customer Service 2015 Insurance 49

CSM Magazine

AUGUST 3, 2021

The team combines the best of McDonald’s Data Analytics and Digital Customer Engagement with Global Marketing, Global Restaurant Development and Restaurant Solutions. He then held various operations positions before becoming Vice President Operations for France in 2012. There he managed restaurant innovation efforts.

Chief Customer Officer 52

Chief Customer Officer 2001 2012 Touchpoint 52

Joe Rawlinson

AUGUST 9, 2017

percent of brands are delivering leading-edge customer experience , while 33.5 Engage Customers With More Personalized Service. To meet customer service expectations, IBM’s study recommends that companies should take more proactive steps to engage with customers. percent are delivering average service and 39.6

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

Michel Falcon Experience

JANUARY 10, 2016

Whether it’s a small business, or a billion-dollar brand with international recognition, the story is often the same: they want to grow their business or increase their profitability. There are three essential ways for any company to increase employee engagement. Too many organizations believe employee engagement is a campaign.

Engagement 60

Engagement 2012 Feedback Culture 60

ReviewTrackers

APRIL 2, 2019

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. reputational risk is intangible and hard to measure.

Banking 90

Banking Management 2012 Social Media 90

Kerry Bodine

JANUARY 18, 2021

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. Customer-obsession will only benefit your company and your brand if you are also employee-obsessed.

2012 90

2012 2019 Books 2015 90

Brandwatch CX

JANUARY 7, 2019

The network was bought by Facebook on 9 April 2012, for $1 billion. Instagram introduced advertising for select brands in October 2013 , but didn’t open up advertising for all until September 2015. Over 60% of users log in daily , making it the second most engaged network after Facebook. of brands are on Instagram.

2010 111

2010 2015 Social Media Advertising 111

Avaya

OCTOBER 25, 2017

5 Brands to Study. Consider these five brands that are redefining the traditional branch concept: JPMorgan Chase’s Card-less Transactions. Consider these five brands that are redefining the traditional branch concept: JPMorgan Chase’s Card-less Transactions. The role of the branch is changing. New capabilities are being built.

Banking 58

Banking Innovation Brands Financial 58

Beyond Philosophy

MARCH 22, 2017

An easy experience is essential to a brand, particularly in the fast food business. Your brand’s consistency becomes what the customer remembers about your brand and compels them to return for more of the same without all that energy-depleting thinking. They built their brand on providing a consistent experience.

2012 127

2012 Books Entertainment 2017 127

Beyond Philosophy

DECEMBER 19, 2016

Sales soared in 2012. It isn’t the only brand successfully taking this approach. Buying becomes an intuitive, emotion-based decision, and customers can then use durability and high quality to justify spending extra money to buy Patagonia or King Arthur instead of a less expensive brand.

Sales 141

Sales Banking 2011 2012 141

OpinionLab

MARCH 8, 2016

If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. They want evidence that brands are listening. . Innovative brands simply need to adopt more effective means of listening.

Consumers 96

Consumers 2008 2012 Banking 96

ReviewTrackers

JANUARY 30, 2019

has more than tripled from the 1970s, when approximately 67 million households had pets, to 2012, when there were 164 million owned pets. In other words, in 2012, 62 percent of American households included at least one pet.”. Engage with Pet Owners. According to the Humane Society, “Pet ownership in the U.S.

Management 96

Management Social Media 2012 Healthcare 96

Beyond Philosophy

MAY 11, 2016

This is another reputational issue which affects the engagement of employees and Customers. Brands need to ask themselves hard questions about tax avoidance. To give you an idea of how much money that is, take a look at this chart by Statista: The money held by some of the world’s biggest brands is the same as the GDP of Spain.

2012 110

2012 Healthcare Consulting Consumers 110

Alida

JUNE 23, 2016

To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. I want to help our company develop and maintain a clearer understanding of the brand, markets, customers and competitors customers.

Consumers 150

Consumers Insights Retail E Commerce 150

Brandwatch CX

JANUARY 5, 2019

Facebook is now the 4th most valuable brand in the world with a value of $73.5bn. Since 2012, it has spent well over $25 billion buying competitors such as Instagram, WhatsApp, and Oculus. Facebook accounts for 62% of social logins made by consumers to sign into the apps and websites of publishers and brands. Smarter decisions.

2004 97

2004 Advertising 2006 2015 97

Daniel Group

APRIL 5, 2023

And so Navistar, International Trucks, IC Bus, we actually… We had some challenges on some in engine performance probably about 2012. Lynn Daniel: To set the brand apart? Let’s learn from there, and then we’d move it over into the international brand and the truck dealers.

Interaction 98

Interaction 2025 Voice of Customer Financial 98

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. One of the reasons your Customers’ trust you is because you deliver consistently on your brand promise. Colin is an international author of four bestselling books and an engaging keynote speaker.

White Paper 160

White Paper 2014 2015 2012 160

Beyond Philosophy

NOVEMBER 11, 2014

We know that those habits can shape the fortunes of brands and products. The key takeaways from this are that habits are natural for humans, can be changed if the timing is right, and are integral to building brands.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Clarabridge

AUGUST 1, 2018

Beginning with a limited availability roll out, selected brands using CX Social , our dedicated social media management product, can now extend their customer service by communicating with their consumers via WhatsApp messaging. According to Forrester , the number of consumers that use messaging has increased by more than 50% since 2012.

Customer Service 61

Customer Service Social Media 2012 Contact Center 61

CSM Magazine

DECEMBER 10, 2019

Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses. Businesses increasingly want a deep understanding of the voice of the customer, but survey fatigue and low engagement are worrying barriers. Here she reveals Critizr’s top five predictions for customer listening in 2020.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

SurveySparrow

FEBRUARY 18, 2024

You can block multiple responses, customize landing pages, and prompt agents for follow-ups, enhancing engagement and response rates. Branded Surveys: Customize survey themes, fonts, and logos to match your brand’s identity. Multimedia Integration: This is one of the best ways to enhance survey engagement.

2024 52

2024 Multi-Channel E Commerce Tourism 52

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! In other words, quick reads but packed full of good stuff.)

Books 60

Books Leadership 2019 2012 60

Ecrion

MAY 17, 2019

In 2012, Forrester reported that only 67% of people 1 used online FAQ guides. In fact, 49% of shoppers 2 report buying an impulse item because they received a personalized recommendation from a brand. It’s a requirement if you want to keep pace with competitors and keep your brand top of mind.

Customer Experience 64

Customer Experience E Commerce E-support Customer Journey Mapping 64

Tricia Morris

OCTOBER 19, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. Ask.com estimates a savings of close to $3 million over the past three years since the brand implemented its self-service knowledge offering. And it’s not just the customers who are benefiting.

Wireless 89

Wireless Customer Service 2015 2016 89

Beyond Philosophy

MAY 10, 2017

percent between 2012 and 2014. And the very nature of loyalty is shifting: 77 percent of all consumers say they’re more willing to switch brand loyalty than they were even three years ago. Are you actually loyal to any of these companies or brands? How many loyalty cards do you have? Follow Colin Shaw on Twitter @ColinShaw_CX.

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

Experience Matters

NOVEMBER 24, 2014

The Thunder does a great job, it even won a 2012 Temkin Group CX Excellence Award. Everywhere we went, we met happy, engaged employees (who worked for many different organizations). Here’s one of those employees, Tori, who had just selected a set of headphones for her prize (notice the branding on the bag).

Sports 123

Sports 2012 Customer Experience Professionals Consulting 123