ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Photo purchased under license from Shutterstock.

Engagement 66

Engagement Customer Experience Net Promoter Score Government 66

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. 100,000+ businesses trust us every day to offer digital experiences to their 100M+ customers.

2013 52

2013 Innovation Customer Experience Management Technology 52

ClearAction

DECEMBER 31, 2015

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. Business-to-Business Customer Experience. Advice This Past Year. Highlights.

Customer Experience 54

Customer Experience Net Promoter Score B2B B2C 54

COPC

APRIL 19, 2022

Twenty director and supervisor-level Express International employees completed COPC® Contact Center Management training.?? . The individual-level COPC Contact Center Management training improves customer experience operations based on the ? has helped transform operations supporting customer experience.

Customer Service 52

Customer Service Transportation Contact Center 2022 52

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). To adapt your bank, you need advanced awareness of your environment, so you can build a customer experience that can survive in it.

Banking 79

Banking Customer Experience 2014 2001 79

Beyond Philosophy

JANUARY 26, 2015

Immediate notification that includes next steps for Customers is the standard protocol for Customer-centric companies in the event of a data breach. Target , who suffered the data breach in 2013, knows the importance of this immediate and comprehensive action. Five Insights on How to Build a Customer-Centric Organization.

Customer Centricity 102

Customer Centricity CEM Books Government 102

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

2013 74

2013 Customer Journey Definition Magazine 74

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. 25 March 2013.

CEM 121

CEM 2004 Books Retail 121

Lumoa

SEPTEMBER 16, 2022

NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Recent findings show that NPS is one of the top 3 customer experience metrics used by CX programs. A significant change since 2013 when it is the other way around.

Net Promoter Score 83

Net Promoter Score NPS Social Media Culture 83

Beyond Philosophy

MARCH 2, 2016

New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. They analyzed four million phone calls from 2013 to 2015. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least.

Call Center 111

Call Center 2013 2015 Consulting 111

Beyond Philosophy

NOVEMBER 3, 2014

According to analysts, online home grocery market was worth almost $275 Billion in 2013. If the success and dollar in the UK are any indications, home delivery of goods, groceries or otherwise, could be an enhancement to the Customer Experience in the US. UK Home Delivery for Groceries is Big Business.

E Commerce 88

E Commerce Marketing Retail Books 88

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Blogs Employee Experience' You Will Now.

Banking 138

Banking Culture 2003 CEM 138

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. 16 July 2013. It is a paradox to be sure, and one commonly referred to as the Paradox of choice. The Paralysis of Too Much Choice.

CEM 113

CEM 2014 2011 2010 113

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

CX Journey

SEPTEMBER 1, 2016

CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

2013 37

2013 Customer Experience Professionals Events Webinar 37

ClearAction

DECEMBER 28, 2016

Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those firms that do so enjoy greater business results.

Voice of Customer 59

Voice of Customer Customer Insights Insights 2010 59

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. Since 2013, Zappos has been working toward an organizational system known as Holacracy. For the sake of brevity, Holacracy is based on self-management, self-organization, and efficiency. That’s about 14% of their workforce.

Engagement 107

Engagement 2006 2008 2013 107

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Responsetek

MAY 3, 2018

It suggests a lack of professionalism and care for the customer experience, which decreases trust levels and could result in lost sales. Customer feedback is gathered in real time and immediately routed to the frontline to take corrective action. Collect real-time feedback from all your customer channels. Peter Oxley.

CEM 40

CEM Insights Omnichannel 2013 40

Quadient

APRIL 24, 2016

Companies want interactions and communications with their clients to go as smoothly as possible to keep customers happy and loyal. How do you know whether changes initiated in your customer experience policy are successful or not? Do you know how the Voice of the Customer (VoC) is captured and analyzed? Healthcare.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Loyalty Brands 52

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Customer Experience Trends 2013: Amazon Claims Top Position.

Banking 60

Banking Culture 2003 2013 60

CX Journey

APRIL 7, 2015

Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. What steps are you taking to create a single view of the customer so that you can deliver a more-personalized customer experience? How do we achieve that single view of the customer? Don’t worry!

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey 2013 Omnichannel 64

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Trendy Customer Experience Management. Lack of budget.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

NetBase

MAY 21, 2020

million customers and by the end of 2019, the company had lost an additional 733,000 video subscribers. Statista reported in 2013 that cable tv was present in over 100 million homes, in comparison to 2020 where it has been reduced to roughly 82 million. At the end of 2018, Comcast was down from 22.3 million to 21.9 DirecTV lost over 2.3

2019 67

2019 2013 Entertainment Consumers 67

NetBase

JULY 22, 2020

Case in point they’ve released their Hugo Boss Sustainability Report yearly since 2013. Created by their men’s artistic director Virgil Abloh and with a soundtrack by SA-RA , it’s an interesting leap by Louis Vuitton from the runway to the digital sphere. Hugo Boss is another example of a brand that’s on top of its transparency game.

Consumers 59

Consumers Brands Fashion Social Media 59

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

B2B 54

B2B Customer Experience Customer Centricity 2013 54

BirdEye

JULY 14, 2022

In 2013, Dove asked a forensic sketch artist to draw pictures of multiple women based on how they described their looks. With Birdeye, you can easily attract new leads, turn them into customers, receive feedback, and ask for referrals all with one platform. They’d then nominate three more people to take the challenge.

Marketing 19

Marketing Social Media Advertising 2013 19

PeopleMetrics

MAY 22, 2015

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. Here are three reasons why focusing on one thing at a time is a good idea for your customer experience strategy : 1. In short: focus on one thing at a time.

Customer Experience 105

Customer Experience 2009 2013 Download 105

Qualtrics

SEPTEMBER 17, 2019

In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I A 6-month trial that turned into four years. I’ve been in insurance for about 30 years, working in a variety of functions,” says Jim. I thought: ‘Man…CX?

Insurance 35

Insurance NPS Touchpoint 2013 35

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ijgolding

MAY 5, 2017

As specialist Customer Experience recruiters we’ve dealt with many sectors across the UK over the last five years – among them financial services, utilities, publishing, education, health & wellness and facilities management. There are ways of being the most attractive option in the candidate’s eyes.

Brands 57

Brands 2013 Brand Values Airlines 57

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management. Lloyds Bank also uses Clarabridge daily to understand customer complaints, why they are complaining, and the root cause of any concerns.

Banking 45

Banking Management Net Promoter Score Financial 45

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management. Lloyds Bank also uses Clarabridge daily to understand customer complaints, why they are complaining, and the root cause of any concerns.

Banking 45

Banking Management Net Promoter Score Financial 45

SurveySparrow

MARCH 6, 2024

Source: pollfish.com Pollfish was founded in 2013 by John Papadakis, Andreas Vourkos, and Zissis Bellas in Patras, Greece. Cons Advanced features : Some users think that the tool lacks advanced customization options. CX/EX Tools: Includes Customer Experience (CX) and Employee Experience (EX) tools for holistic experience management.

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52