Customer Experience: Summing Up 2014

Maz Iqbal

Summing Up The State of Customer Experience As At 2014. Looking at 2014, based on my personal experience, the experience of fellow consultants, and reading the relevant articles/posts, I am of the view that I can sum up the state of Customer Experience in 2014 as follows: There are only a handful of organisations that compete on the basis of the Customer Experience and excel at it. I Find Myself Hurt, In Pain, With Sprained Ankle At Paddington Station.

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2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 1)

Maz Iqbal

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). M+S (both Simply Food, and Your M+S) descend towards the bottom of the Top 10 in 2014. Yesterday, I received one of the few publications I find worth reading. Which publication? In this series of posts, I will be sharing with you my take on this report and its findings and recommendations.

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2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 3)

Maz Iqbal

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one. In the next post I will bring this series of post on the Nunwood 2014 UK CX report to a close.

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Report: ROI of Customer Experience, 2014

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.

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2014 Customer Experience Excellence Winners

Experience Matters

Congratulations to Temkin Group’s 2014 Customer Experience Excellence Award winners: Dell , EMC , and Touchpoint Support Services. Customer experience

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2014 State of Customer Experience: Who Are UK’s 2014 Leaders And What Can We Learn From Them? (Part 2)

Maz Iqbal

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. Let’s pick up this conversation in the next post where I propose to focus on highlighting some key features of the 2014 CX Champions.

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Report: 2014 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms. Here is the executive summary of the report: The 2014 Temkin Experience Ratings for Tech Vendors evaluates the customer experience of 62 large technology vendors.

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Report: The State of Customer Experience Metrics, 2014

Experience Matters

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. Use our CX Metrics Assessment, along with data from large companies, to benchmark your organization’s CX metrics efforts.

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Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. USAA and JetBlue took the top two spots, each with an NPS of more than 60.

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The Value of Customer Experience

Experience Investigators by 360Connext

The second annual #CXDay is October 7th, 2014. The Second Annual #CXDay is October 7th, 2014. This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. Come celebrate with us! Scroll down for more details.). What’s the value of customer experience? It’s an interesting question.

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Report: State of VoC Programs, 2014

Experience Matters

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Based on data from 218 large organizations with at least $500 million in annual revenues, we examined VoC efforts within large organizations. The report includes a self-assessment and data to benchmark your VoC program. Here’s the executive summary: For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations.

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Customer Engagement – March 2014


The post Customer Engagement – March 2014 appeared first on StoryMiners. This article was originally presented on Customer Engagement Magazine’s website. Appearances Articles

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2014 State of Customer Experience: Who Are UK’s Leaders And What Can We Learn From Them? (Part 4)

Maz Iqbal

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Now think of Jeff Bezos at Amazon, or Tony Hsieh of Zappos, Steve Jobs at Apple, Richard Branson at Virgin… That concludes the conversation on Nunwood’s 2014 UK Analysis report. In this conversation I want to talk about CX improvement. Specifically, what Nunwood say about what it takes to generate CX improvement.

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SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011.

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Innovative Customer Service Ideas: Making The Most of Micro

Experience Investigators by 360Connext

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. Micro Matters! Our friends and community know about our obsession with microinteractions – those small (sometimes teensy weensy!) moments that make a big difference in the customer experience.

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15 Ways To Rock Customer Experience in 2015

Experience Investigators by 360Connext

Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas quickly and with vigor. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way.

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10 Ways Customer Experience Rocks Your World

Experience Investigators by 360Connext

CX Day 2014. The following is a best of 360Connext post. Times have changed. A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Today, there is much head nodding. People get what it means and why it’s important. So I decided to have some fun today and let you know why I am so passionate about this subject, plus fill you in on a few really amazing events coming up. I hope you’ll join us.

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Customer service week 2014

Very Best Service

Customer service week is taking place from 6th October 2014 until 10th October 2014. Once again, we list below some of the initiatices we have come across, mainly via Twitter. With the increasing popularity of Customer Service Week, the number and range of ideas is growing rapidly, making it a week to enjoy for customers all around the country.

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What IS a Customer Touchpoint?

Experience Investigators by 360Connext

The following is a Best of 360Connext post. Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions. Yes and no, Wikipedia.

Why New Customer Rewards Stink For The Rest Of Us

Experience Investigators by 360Connext

The following is a Best of 360Connext post. Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt.

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5 Ways to Sabotage your Customer Experience

Experience Investigators by 360Connext

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. We’re asked to report on reporting reports, meaning we spend more time saying what happened instead of making things happen. Time is limited and people are pressured.

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Execs Still Don’t Get Customer Experience

Experience Investigators by 360Connext

The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service.

2014 182

3 Inspired Ways to Increase Customer Loyalty

Experience Investigators by 360Connext

The following is a Best of 360Connext post. Don’t you love feeling appreciated? Don’t you hate feeling overlooked ? Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. Free refreshments on a hot summer day- just because! Surprise with random, small rewards for loyal customers! It doesn’t take that much.

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5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. They instill the values that matter, not just the process. Large organizations however are big beasts. Silos make understanding the customer journey that much harder.

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Slippery Customer Service Issues Put Companies on Thin Ice

Experience Investigators by 360Connext

People are funny. When I speak to large groups, I always get a handful of people from the audience come up to me afterwards and say something they think is unique, but is something I hear over and over again. “I love what you say about caring about your customer’s experience! I totally get what you’re talking about. I sure wish the rest of my company would, too!” ” It’s easy to decide we get it. Because in truth, we do get it.

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Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards


If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever. So there we have it – BELIEF, GROWTH and SUSTAINABILITY – three words to sum up the 2014 UK Customer Experience Awards.

2014 84

3 Rules for Investing in Good Relationships with Customers

Experience Investigators by 360Connext

Tomorrow Thanksgiving Day in the United States! I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. We get such tremendous feedback and ideas from our community, and many of you have become friends and clients. You can read the rest of the letter here.).

2014 184

New Report Reveals How to Build Customer Confidence in 2015

Experience Investigators by 360Connext

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The trends covered include everything from the fall of the shopping mall to the confusion around bitcoins. The survey results from consumers highlighted what customers are really seeking. Want to appeal to consumers in retail? If there’s one thing consumers seem to be looking for, it’s reassurance.

2014 181

5 Key Questions for Designing Your Ideal Customer Experience

Experience Investigators by 360Connext

The following is a Best of 360Connext post. You know what I have observed about entrepreneurs? They deliver an experience based on who they are. There is nothing more organic than how a passionate entrepreneur creates experiences for his or her customers. The experience is based on the entrepreneur as a person – and often reflects that in spite of their best efforts!

2014 193

No Longer a Buzzword: Customers Redefine Transparency

Experience Investigators by 360Connext

Cooks and the customers they serve who can see each other – literally – both feel better about the experience. A recent study found that if cooks in a restaurant kitchen could see the customers ordering and enjoying their food and the customers could see the cooks preparing it, the food tasted better. Transparency in the experience is magic! If the cooks could see the customers, but not the other way around, satisfaction with the experience increased by 10%.

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3 Inspired Ways to Increase Customer Value

Experience Investigators by 360Connext

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value? Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. But how do they define “most valued?”

2014 179

7 Ways to Mystery Shop your B2B Experience

Experience Investigators by 360Connext

Is mystery shopping a business-to-business (B2B) organization possible? The short answer is yes. The long answer is it’s possible, but not easy. Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. In a retail setting, mystery shoppers are sent in with specific tasks and questions to answer about their experience. They might be tasked to ask a question of a salesperson, purchase an item or return it, or only respond if someone approaches them.

2014 179

Why Customer Support Email Should Be Considered Sacred

Experience Investigators by 360Connext

Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. " Added by Anne Reuss on Aug 01, 2014. Added by Anne Reuss on Sep 03, 2014. How do you build customer relationships in today’s high-tech marketplace? I hate to say it, but… You’re running out of options.

2014 180

How Micromapping Can Save Your Business

Experience Investigators by 360Connext

I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows up in the mail and I use it! Not only is it a good co-working space, but they have offices everywhere. I’ve taken advantage of this perk when traveling , most recently in New York City. So I was pleased when the perk was extended to my 360Connext teammate, Ryan.

2014 182

Business Podcast: It’s Time to Crack The Customer Code!

Experience Investigators by 360Connext

Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. We’re all human! And as such, humans are messy, complicated and emotional! So why do we keep acting like we’re all logical robots? The most exciting companies change the game by innovating around their customer experience. They offer things we didn’t even know we wanted and provide service that exceeds our wildest expectations.

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