Remove 2013 Remove Brand Values Remove Feedback
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Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

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Report: Lessons in CX Excellence, 2015

Experience Matters

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108
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The widening UK customer experience gap

Eptica

The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. This makes the customer experience vital to building and developing brand values – annoy enough consumers through poor service or behavior and your reputation will suffer, perhaps fatally.

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8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. In 2014, we saw an uptick in the number of executives who not only discussed culture, but also openly recognized the value that those conversations can create. Voice of the Customer Renovations.

2015 132
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Fresh New Look, Same Ol’ Promise

Optimove

Three years ago, I began receiving internal feedback on our brand and its maturity. It represents our values – smart yet cool, scientific but sleek, geek but hip, etc., But the feedback kept on coming, and eventually it hit me – yes, the brand is memorable, it has its equity, but it no longer represents Optimove’s positioning.

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The power of the recruitment process for successful brands – by Kate Baird and Jo Van Riemsdijk

ijgolding

Additionally there are some really obvious common sense behaviours – treat candidates with respect in terms of providing feedback, give them information providing real insight into the role which – including what their targets and KPIs will be, other deliverables expected, existing team structure, historical percentage of typical bonus paid etc.

Brands 57
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Your Customer Experience is Superficial unless you have the “Q”

CX University

The open market impact was disastrous in brand value, perception, customer experience and trust. In fact, overall, companies are losing about $62 billion per year on poor services and customer experience — in 2013, that number was around $40 billion/year, so it’s growing rapidly. That’s a cornerstone of trust.