BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

CSM Magazine

JULY 19, 2023

Established only 10 years ago in Motherwell, Scotland, Ascensos has expanded its operations significantly and is today a leading European contact centre outsourcer in consumer retail. Ascensos’ 170,000 contacts per week are predominantly voice (59%), followed by email (20%), live chat (10%), social media (10%), and WhatsApp (1%).

Multi-Channel 52

Multi-Channel 2013 Social Media Customer Care 52

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what? The problem with CLOs.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ReviewTrackers

JULY 5, 2018

Consumers are staying home more than ever before and, increasingly, even when they’re eating out, they’re eating in,” writes Matthew Cochrane in an article in the Motley Fool. Grubhub and Seamless merged in 2013 to serve individual diners and corporate businesses. Consumers will only continue to get delivery from local restaurants.

Management 150

Management 2013 2017 2018 150

BirdEye

JUNE 27, 2023

Table of contents A decade of innovation A vision for growth Momentum and expansion Gratitude and appreciation A decade of innovation Founded by Naveen Gupta and Neeraj Gupta in early 2013, Birdeye has embarked on an extraordinary journey. Only 0.07% of companies ever reach the $100M ARR milestone.

2013 52

2013 Innovation Customer Experience Management Technology 52

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. Consumer-focused banks reported an average Net Promoter Score in the 30s, indicating positive sentiment and overall satisfaction with the industry.

Net Promoter Score 102

Net Promoter Score NPS Insurance Airlines 102

Comm100

FEBRUARY 19, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Consumers everywhere are facing challenges every day, and they expect their brands to understand and empathize with this. On top of this, consumers can also anthropomorphize brands. Get Comm100 Free. Comm100 Free. One such study by S.

Customer Experience 133

Customer Experience 2013 2020 Consumers 133

Eptica

AUGUST 21, 2019

For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. This isn’t surprising – as well as the benefits for consumers, chat helps brands: Boost online sales by converting customers that may otherwise have abandoned transactions.

2013 66

2013 2019 Advertising Consumers 66

C3Centricity

JUNE 8, 2020

However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

Magellan Solutions

JANUARY 13, 2021

LPOs must bear the 27001:2013 or the ISO/ISMS Certification. The legal industry now functions more as a consumer-based system. Why An LPO Needs ISO/ISMS 27001:2013 Certification. Why ISO/ISMS 27001:2013 Certification is a Must for an LPO Provider. ISO/IEC 27001:2013 certification is the golden standard.

2013 52

2013 E-support Document 2025 52

CSM Magazine

SEPTEMBER 21, 2023

Its accessible 24/7 from any internet connected device, its easily consumable on-site and its shareable with customers. About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world.

Management 59

Management 2018 2013 Customer Relationship Management 59

Experience Matters

DECEMBER 1, 2014

In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. consumers), H-E-B earned the highest overall emotion rating of 84%, outpacing second place Trader Joe’s by three points.

2013 115

2013 2014 ROI Consumers 115

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership B2B Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

CSM Magazine

FEBRUARY 5, 2021

Port, a serial entrepreneur, founded the software-as-a-service company in 2013. Launched in 2013 and based in Leeds, UK, BigChange has built a mobile workforce management platform that is trusted by 50,000 mobile workers and back-office personnel at 1,500 organisations around the world. About BigChange . About Great Hill Partners .

2013 52

2013 Transportation 2020 Healthcare 52

ReviewTrackers

DECEMBER 10, 2019

percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. Digital Assent, 2013 ). Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). million consumers that visit the site every month. In 2018, online reviews influenced 66.3

Healthcare 132

Healthcare Hospitality 2013 Insurance 132

Magellan Solutions

JANUARY 13, 2021

The legal industry now functions more as a consumer-based system. Why ISO 27001:2013 Certification is a Must for an LPO Provider. ISO/IEC 27001:2013 certification is the golden standard. ISO/IEC 27001:2013 provides globally recognized information security controls. What are the Benefits of ISO 27001:2013?

2013 52

2013 E-support Document 2025 52

CSM Magazine

JULY 10, 2023

This was time consuming, labour intensive, and had the potential to introduce errors into our systems. About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 2,150 field-based organisations around the world.

2018 52

2018 2013 Customer Relationship Management 2020 52

Magellan Solutions

MARCH 2, 2021

Even with technicalities, we have trained professionals to guide your consumers with everything. We are already awarded the ISO/IEC 27001:2013. ISO/IEC 27001:2013 Certification further showcases our strategy. Want your personal team’s time to be better spent on other projects? Nothing is unsolvable for us. Growing your business.

E Commerce 52

E Commerce 2013 E-support Call Center 52

Second to None

FEBRUARY 4, 2020

“More than half (51 percent) of grocery sales are digitally-influenced, according to a new survey report from Deloitte, “ The Grocery Digital Divide: How Consumer Products Companies Can Deliver on the New Digital Imperative.”. consumer products leader. What grocery consumers want: convenience, curation and integration.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

Gainsight

NOVEMBER 2, 2022

But a company that was primarily wholesale is now focused on growing its direct-to-consumer business, Singh said. “We And direct to the consumer, will be how we lead. We started in 2013,” said Tandan of Gainsight, Inc., We have traditional approaches.” We have 3,000 stores, and we’re adding about a hundred a year.

Retail 52

Retail 2013 Metrics Definition 52

TechSee

OCTOBER 23, 2018

consumers abandoned a brand due to lack of personalization and trust. Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . According to Accenture , 41% of U.S. Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

CSM Magazine

FEBRUARY 23, 2023

“This was time consuming and also introduced the potential for errors. ” About BigChange Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by more than 1,900 field-based organisations around the world. “BigChange just works for us,” she continued.

Management 52

Management 2018 2013 Customer Relationship Management 52

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. Guest post by Matt Dixon. This especially holds true when it comes to customer service.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Beyond Philosophy

JANUARY 9, 2017

Car buyers visited an average of 5 dealerships before buying a car in 2013, but now that number is down to 1.6, Research by Cisco of 1500 car consumers found that 83 percent would rather research a car online, and 55 percent would feel comfortable closing the deal virtually. They walk in already knowing what they want,” he said.

Sales 128

Sales 2013 Books Consumers 128

Eptica

SEPTEMBER 30, 2015

In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. 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.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Customer Bliss

APRIL 19, 2019

According to Fernando, at Burger King, they are making it a priority to keep up with the evolution of the consumers’ needs. Starting as an intern, he moved up the ranks working different product categories and brands, including Dove where he led the groundbreaking “Beauty Sketches” (Titanium GP in 2013).

Guest Experience 135

Guest Experience 2013 2017 Customer Experience 135

Magellan Solutions

FEBRUARY 21, 2021

Not drown in time-consuming and repetitive tasks. . When you do mortgage outsourcing, you free your firm from high volume but time consuming tasks. We are ISO-27001:2013-certified and HIPAA-compliant. Mortgage Outsourcing Is An Essential Tool for Lenders . The mortgage industry shifts like any industry.

Banking 52

Banking 2013 Customer Retention Consulting 52

CSM Magazine

FEBRUARY 11, 2022

As well as reducing our environmental impact through a massive reduction in the paper we consume, BigChange has also had a positive impact on other aspects of the business,” commented John Lunt, Operations Director at Access Innovations. Since that day the support we have had from BigChange has been excellent.”. About BigChange.

Innovation 52

Innovation 2013 2018 Customer Relationship Management 52

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Because of the increasing smartphone and mobile internet usage, O2 aimed to meet the changing expectations of its consumers in contacting companies. Prudential Financial.

Call Center 81

Call Center Telecommunications Banking Financial 81

Experience Matters

OCTOBER 27, 2014

consumers): H-E-B , Food Lion , Burger King , Chick-fil-A , Publix , credit unions , Sonic Drive-In , Trader Joe’s , Dairy Queen , Kroger , Little Caesar’s , Starbucks , Piggly Wiggly , and Regions have the highest effort ratings. the others: parcel delivery services and retailers.

2013 99

2013 2014 Hotels Retail 99

Beyond Philosophy

FEBRUARY 25, 2016

households shopped at Target; but this is down from 43% in January, 2013. Its fourth-quarter, 2013 earnings fell 46% to $520 million, from $961 million in 2014, and sales were down 5%. Let’s look at the financial impact of Target customer distrust. In January, 33% of U.S.

2013 79

2013 Banking Financial 2014 79

Experience Matters

OCTOBER 13, 2015

For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Investment firms have the largest generation gap.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Customer Bliss

DECEMBER 5, 2017

Can you manage a B2B relationship with customer providers and consumers? In the beginning stages of Angie’s List, companies would complain about negative reviews from consumers. This was good for the service providers and consumers because it allowed them to see more than just the customer POV.

Chief Customer Officer 129

Chief Customer Officer 2017 2013 2016 129

Beyond Philosophy

MAY 21, 2015

In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Chipotle is embracing a consumer-led concern. They did so without concern for losing business but instead with a concern for transparency.

2013 156

2013 Books Webinar Leadership 156

Ann Michaels and Associates

DECEMBER 27, 2018

93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017). • Given two products with similar ratings, consumers are more likely to buy the product with more reviews (Psychological Science, 2017). Consumer engagement with reviews. • Consumer engagement with reviews. •

2018 73

2018 2017 2016 B2B 73

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

Contact Center 54

Contact Center Net Promoter Score 2013 Consumers 54