Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

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. We’ll get into further detail later: Brand.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Understanding customer touchpoints is essential to delivering a superior customer experience. Infographic: Emotion is the Experience.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. Rather, a brand is what a brand does.

2015 87

2015 2014 Brands Customer Experience 87

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? For most brands, trying to improve performance simply by emulating John Lewis or First Direct can be counterproductive.

2014 73

2014 Customer Philosophy Customer Experience Customer Journey Mapping 73

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Author: Pauline Ashenden The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. Published on: November 01, 2017.

Brands 49

Brands Customer Experience 2017 2016 49

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.

2014 66

2014 Customer Experience 2015 Touchpoint 66

PeopleMetrics

JULY 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B. They are interpreted by people.

2014 76

2014 Metrics Net Promoter Score Blog 76

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Customer Guru

JULY 10, 2018

What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers. What is Social Media? Source: Pexels.

Social Media 115

Social Media Customer Experience Advertising 2014 115

Customer Bliss

MARCH 8, 2016

Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. In a customer-obsessed organization, however, the concepts need to be much different.

Social Media 142

Social Media Customer Experience Reference 2014 142

Experience Matters

FEBRUARY 23, 2015

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Customer experience'

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience 2013 2011 0

Experience Investigators by 360Connext

OCTOBER 1, 2014

It’s a chance to show your brand at its finest. Jeannie wrote last week about how micromapping can save your business , after her simple request from Regus revealed their shortage of empathy and ability to accommodate customer needs. Can you do the same for your customers? Why would you want to risk screwing that up?

E-support 274

E-support 2013 2014 Social Media 274

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. over the four quarters of 2014).

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137

Beyond Philosophy

JULY 9, 2015

The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. My angle is typically about Customer Experience.

Brands 109

Brands Net Promoter Score 2011 2014 109

Experience Investigators by 360Connext

JANUARY 30, 2015

Microinteractions are the small moments that impact the customer experience. We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Why One Bad Customer Interaction Could Haunt Your Brand.

2013 252

2013 Customer Service E-support 2014 252

Forrester

APRIL 20, 2015

A new season means a clean slate; the less-than-stellar 2014 baseball season was all but a distant memory. We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index benchmark for 2015. To hit a home run the 299 brands we studied had to do more than make customers happy.

2015 103

2015 2014 Customer Experience Measurement 103

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Fast forward almost 5 years and CX is still top of mind for brands looking to differentiate themselves from their competitors.

2020 40

2020 Brands Customer Experience Feedback 40

Think Customers

OCTOBER 5, 2014

According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 93

Customer Experience 2014 Loyalty Customer Experience Management 93

Forrester

APRIL 20, 2015

A new season means a clean slate; the less-than-stellar 2014 baseball season is all but a distant memory. We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index (CX Index™) benchmark for 2015. customer experience measurement. customer loyalty. measure CX.

2015 97

2015 2014 Customer Experience Measurement 97

CSM Magazine

DECEMBER 13, 2022

While migrating to Encoded solutions was driven by our requirement to comply with the latest payment standards, including SCA, there is no doubt that we have seen benefits both to our customers in terms of service and our agents with a single easy to use platform to help provide the best customer experience.

E Commerce 52

E Commerce E-support Customer Experience Government 52

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. In our conversation we discuss how specifically one goes about improving business to business customer experience. About Tabitha.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. According to a 2014 study by J.D. Automotive sector becomes more customer-centered. Automotive sector becomes more customer-centered. This makes automotive shopping typically more daunting.

Automotive 77

Automotive Customer Experience Social Media Customer Relationship Management 77

Tricia Morris

JUNE 4, 2015

presidential race, some recent pre-election polling questions regarding public perception also seem to ring true for brands’ and organizations’ customer service and customer experience efforts. Would you say that Brand X is honest and trustworthy, or not? In watching the coverage of the 2016 U.S.

Brands 94

Brands Customer Service Net Promoter Score 2016 94

Forrester

SEPTEMBER 29, 2014

There''s something extra cool about a brand that''s been around since 1864, and yet runs neck-and-neck with Amazon in our UK customer experience rankings. Translation: Great customer experience doesn''t have to mean high prices.). Q: When did John Lewis first begin focusing on customer experience?

Multi-Channel 99

Multi-Channel Customer Experience Retail 2014 99

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. percent from 2014 to 2015, from $23.4 CRM tools with social features let sales representatives use social following lists for marketing campaigns and to engage in one-on-one messaging conversations with prospects and customers.

Customer Experience 108

Customer Experience 2014 2015 Social Media 108

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. According to a 2014 study by J.D. Automotive sector becomes more customer-centered. Automotive sector becomes more customer-centered. This makes automotive shopping typically more daunting.

Automotive 72

Automotive Customer Experience Social Media Customer Relationship Management 72

Forrester

JULY 15, 2015

Does customer experience really matter to business success - or is CX just the latest flavor of hype? Recently Forrester completed a six month research effort aimed at answering that question by examining the relationship between superior customer experience and superior revenue growth. The results were intriguing.

Customer Experience 111

Customer Experience Airlines 2010 Insurance 111

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. 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.

Net Promoter Score 102

Net Promoter Score NPS Insurance Airlines 102

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. Published on: September 30, 2015. These are: 1.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

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 ). In 2006, the most common reason customers visited a branch was to deposit funds. Wows and Woes Study.

Banking 79

Banking Customer Experience 2014 2001 79

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Further, they don’t contribute to the systematic design of superior experiences.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252