Highlights from Day One at VoCFusion 2012
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.
Highlights from Day One at VoCFusion 2012
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.
2012 
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Highlights from Day One at VoCFusion 2012
InMoment XI
MAY 16, 2012
More than 350 Voice of Customer (VOC) and customer experience professionals gathered today at the Metropolitan Hotel in Las Vegas for the first day of VoCFusion 2012.
2012 200
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Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest
Experience Matters
MAY 18, 2020
well-being drops the most since 2012, driven by older females who feel much less financially secure. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters. The post Largest Drop In U.S.
2012 69
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68 Customer Support Email Address Name Ideas
CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. Your company will choose which channels to configure for customers to reach out. 68 Customer Support Email Address Name Ideas.
2005 316
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The Value of Customer Experience
Experience Investigators by 360Connext
OCTOBER 2, 2014
This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.
Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer
InMoment XI
OCTOBER 25, 2012
How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.
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Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer
InMoment XI
OCTOBER 25, 2012
How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.
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What the Subscription Economy Teaches Us About Kick-Ass Customer Experience
BlueOcean
OCTOBER 4, 2021
And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. It’s a sea of change. Let’s explore.
Complimentary Webinar Oct. 29: Customer Service in the Age of the Customer
InMoment XI
OCTOBER 25, 2012
How do customer service execs strike the right balance of cost and quality in the new age of the customer? This is one of the questions addressed in the complimentary webinar Customer Service in the Age of the Customer: The Secret to Balancing Cost and Customer Experience” on Monday, October 29, 2012, at 12 p.m.
Webinar 200
200 
3 Psychological Triggers to Prevent in Retail Customer Service ?
Customers That Stick
MARCH 3, 2020
Do our customers have hot buttons? When I ask these questions in our customer service trainings , the answer is always YES. Yet, the reality is that in so many industries and in newer customer relationships we will never know our customers that well. So, back in 2012, I asked the question: are there common triggers?
What the Subscription Economy Teaches Us About Kick-Ass Customer Experience
BlueOcean
OCTOBER 4, 2021
And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. It’s a sea of change. Let’s explore.
Revolutionizing AI in Customer-Led Marketing with OptiGenie
Optimove
NOVEMBER 7, 2023
As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. As your customers, marketing, and technology evolves, so too does Optimove’s AI. Don’t rely on guesswork to decide on how to reach your customers.
Marketing 83
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Build a Customer Service Survey That Will Engage Your Customers
GetFeedback
JUNE 3, 2019
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers . 90% of consumers find personalization appealing.
Customer Service 186
186 K.I.S.S (Keeping it Simple Stupid)
CloudCherry
SEPTEMBER 1, 2019
Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? Hint: It all comes back to K.I.S.S.ing.).
2013 244
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Customer churn: The pipeline that shall save you
Customer Bliss
OCTOBER 6, 2016
Customer churn is bad. In a perfect utopia, all your customers would stay in the fold, retain, and refer you to other new customers. That’s the apex of a customer-driven growth engine, and it’s essentially the polar opposite of customer churn. How do you prevent customer churn, though?
Video: Giving a Better Customer Experience Delivers $106,315 to the Bottom Line
InMoment XI
SEPTEMBER 4, 2012
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? We went back and interviewed customers of five year old vehicles to see what they did. View Article.
2012 200
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Online Casinos that Offer Excellent Customer Service
CSM Magazine
DECEMBER 19, 2022
However, there is one thing common to virtually every industry that makes a casino site even better: good customer service. Customer service is one of a business’s most commonly overlooked yet essential parts. Lousy customer service is often enough to make you close your player account and look elsewhere for greener pastures.
Giving a Better Customer Experience Delivers $106,315 to the Bottom Line
InMoment XI
SEPTEMBER 4, 2012
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? We went back and interviewed customers of five year old vehicles to see what they did. View Article
2012 200
200 Video: Giving a Better Customer Experience Delivers $106,315 to the Bottom Line
InMoment XI
SEPTEMBER 4, 2012
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer experience, one can’t help but think… is it worth it? We went back and interviewed customers of five year old vehicles to see what they did. View Article
2012 200
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How to Fuel a Modern Customer Experience Program: Allegiance/AMA Webinar on July 31
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m.
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3 Rules for Investing in Good Relationships with Customers
Experience Investigators by 360Connext
NOVEMBER 26, 2014
Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It only works when your customer believes it was beyond your control , not foreseeable, or the like. Care about your people before they become customers.
Banking 286
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From the Archives: Losing a Customer Means…
Customers That Stick
SEPTEMBER 22, 2014
Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service.
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126 How to Fuel a Modern Customer Experience Program: Allegiance/AMA Webinar on July 31
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m.
Webinar 200
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The Role of Online Reviews in Shaping the E-commerce Experience
SurveySensum
JANUARY 15, 2024
95% of customers read online reviews before buying a product. Over nine out of ten customers (95%) read product reviews before they choose to purchase something. These shifts are why online reviews shape customer trust, brand perception, and purchasing decisions.
E Commerce 59
59 How to Fuel a Modern Customer Experience Program: Allegiance/AMA Webinar on July 31
InMoment XI
JULY 24, 2012
Learn how these leading companies are using new processes and technologies to generate more insights from existing data in the complimentary webinar “How to Fuel a Modern Customer Experience Program” on Tuesday, July 31, 2012, at 11 a.m. MT (1:00 p.m.
Webinar 200
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Winning the Game: Why Global Professional Development in Customer Experience and Employee Engagement Are Key
CX University
MAY 16, 2023
In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect.
Engagement 98
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The Future of Customer Experience for B2B Companies
Lumoa
MARCH 5, 2018
B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole.
B2B 121
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McDonald’s Appoints Manu Steijaert as Global Chief Customer Officer
CSM Magazine
AUGUST 3, 2021
Manu Steijaert, McDonald’s Executive Vice President and Global Chief Customer Officer. McDonald’s Corporation has appointed Manu Steijaert, a McDonald’s veteran, as its first Global Chief Customer Officer. He will be leading a new Customer Experience team. Photo: McDonald’s Corp. .
Love Your Employees As Much As You Love Your Customers
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.
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90 Getting Your Board to Embrace Customer Experience, With Maury Kask – CB72
Customer Bliss
OCTOBER 10, 2017
As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Member and customer experience.
Would Consumers (Really) Spend More For Better Service?
Beyond Philosophy
MAY 20, 2015
Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.
Consumers 160
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The Evolving Role of BPOs in a Time of Uncertainty
CSM Magazine
NOVEMBER 3, 2023
Over the past 30 years, there’s been a significant evolution in client and customer needs and as we approach 2024, it is apparent to all industry leaders that our role as outsourcers has become one of a trusted partner to companies. since assuming the role of General Manager in 2012. Karl Brough, General Manager for the U.K.
2024 59
59 
Optimove 2023 Year-end Letter to Stakeholders
Optimove
JANUARY 16, 2024
In addition, we are honored by our partners, employees, and investors who have been instrumental in helping Optimove create the first Customer-Led Marketing Platform to uphold our promise: to unleash brands’ full potential so they can gain their customer’s loyalty for life.
2023 52
52 
4 Roads Transforms Knowledge Sharing Capabilities for Institution of Engineering and Technology (IET)
CSM Magazine
MARCH 4, 2022
While the existing IET community had been in place since 2012, poor site structure meant that content was hidden in silos, while the wider user experience clashed with key objectives like knowledge sharing, collaboration and engagement. As a result, content was only visible to a fraction of its membership. ” About 4 Roads.
Technology 98
98 
The Collaborative Journey Behind OptiGenie: Thanking a Village
Optimove
NOVEMBER 22, 2023
Thanks to the insights driven by AI, we’ve witnessed some of the world’s leading brands draw closer to their customers. While the AI landscape was evolving rapidly, we chose a different path—a path of responsible development and innovation to enhance customer-led marketing.
2012 52
52 
All About Connect: Optimove’s User Conference, March 20-21, 2024, in London
Optimove
FEBRUARY 15, 2024
As a top customer relationship marketing authority, and a Senior Fellow at the Wharton School, Hoyne will share valuable insights and practical tips with top marketers during the conference. Rusty Warner is one of the world’s foremost experts who can provide answers in a session entitled The Future of Customer-Obsessed Marketing.
2024 52
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How to Optimize Reputational Risk Management in Banks
ReviewTrackers
APRIL 7, 2021
Negative reputation, meanwhile, can drive away potential clients and increase customer churn. 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. Manage online reviews, social media, and customer feedback.
Banking 94
94 Customer Experience Leadership in Government, With Stephanie Thum [CB16]
Customer Bliss
AUGUST 9, 2016
In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change.
Five Companies Known for Their Exceptional Customer Service
CSM Magazine
JUNE 8, 2023
Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. That gives companies with stellar customer service a serious competitive advantage. Some places simply do it better than others. And for good reason.
CCMG & COPC Inc. Partner to Propel South Africa’s Contact Centre Industry Development
COPC
SEPTEMBER 9, 2022
has garnered for its performance management COPC Customer Experience (CX) Standard of excellence in conjunction with the CCMG Professional Body will improve employability and bring more business opportunities. has helped transform operations that support the customer?experience.? The international acclaim COPC Inc. CEO of EMEA.
2012 100
100 
What Are Micromoments, & Why Are They So Important?
Experience Investigators by 360Connext
MARCH 30, 2021
Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” What happens if you don’t pay attention to the details of the experiences customers are having with your brand? I could’ve become a customer and even an advocate.
2011 251
251 
3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers
Customer Bliss
SEPTEMBER 27, 2018
“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.
Communication 222
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Report: The State of Customer Experience Metrics, 2014
Experience Matters
DECEMBER 30, 2014
We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.
2014 110
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