Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. curtis kopf (@ckopf1) March 20, 2014. Blog Customer Experience Featured Opinion Recent News brand image Conference data innovation leadership speaking'

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Natalie Petouhof

AUGUST 9, 2015

Through conversations with clients, prospective buyers, system integrators, partners, and vendors, Constellation sees five big themes in customer success management (see Figure 1) [1] : Delivering a brand promise instead of a product or service requires new approaches. This means the business model of both must shift.

Customer Success 61

Customer Success Sales Management 2014 61

Beyond Philosophy

SEPTEMBER 28, 2016

Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. Moreover, 200 million of them are up for sale by a hacker named “Peace.” Sometimes, you only found out when the information appears with a “For Sale” sign on it. How customers feel about a brand affects their loyalty to it.

2014 167

2014 Books 2016 Loyalty 167

Stella Connect

JULY 17, 2017

Like so many other brands’ customer service operations, it was simply a cost of doing business. Today, Lane Bryant’s contact center is a full-fledged profit center that continues to drive more sales than any of the brand’s stores. They’ll take pride in the brand and the job. What we do is put service before the sale.

Contact Center 45

Contact Center Sales Metrics Apparel 45

C Space

JULY 6, 2020

The Brand Move Roundup – July 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. It’s ranked No.

2020 52

2020 Brands Sports Hospitality 52

Stella Connect

MARCH 7, 2017

No matter what your customer experience looks like, the journey with your brand should be easy and engaging. A brand shows its true colors when dealing with dissatisfied customers. By making the process transparent, helpful, and hassle free, you’ll benefit your customers, your brand, and your bottom line. days and 2.3

Brands 40

Brands Retail 2016 2014 40

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 But no matter which CRM solution you use, a few features are essential in today’s sales environment. In today’s sales environment, mobile capability is essential for an effective CRM tool.

Customer Experience 108

Customer Experience 2014 2015 Social Media 108

Joe Rawlinson

AUGUST 9, 2017

percent of brands are delivering leading-edge customer experience , while 33.5 In an economy where customer experience is key to staying ahead of the competition, these numbers mean most companies need to improve their customer service to avoid losing sales to rivals. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. In The Enterprise Guide to Online Communities , Tyler Douglas, chief sales and marketing officer at Vision Critical, identifies four different types of communities: 1. Do you want to build customer loyalty?

Social Media 167

Social Media 2015 Innovation 2014 167

ProProfs Chat

FEBRUARY 13, 2020

What’s more, these customer loyalty stats give an insight into factors that prompt customers to be loyal to a brand. Customer Loyalty Program Improving Sales. Customer Loyalty Brands. Over half of the surveyed population reported that, if they like a brand, they will rarely purchase something different. million to 3.8

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Michel Falcon Experience

NOVEMBER 10, 2014

This post is not about football; it’s about social media, brand awareness and customer engagement. That brand was Harry’s (a retailer of men’s grooming products). The way that they naturally engaged with their target demographic in an authentic way increased my attention and made me feel something towards their brand.

Social Media 145

Social Media 2014 ROI Financial 145

Avaya

OCTOBER 25, 2017

5 Brands to Study. Consider these five brands that are redefining the traditional branch concept: JPMorgan Chase’s Card-less Transactions. Consider these five brands that are redefining the traditional branch concept: JPMorgan Chase’s Card-less Transactions. The role of the branch is changing. New capabilities are being built.

Banking 58

Banking Innovation Brands Financial 58

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

SurveyGizmo

JULY 13, 2018

Brand managers have a tough job of cutting through the noise to successfully position a brand, finding golden opportunities to create and sustain differentiation, and plowing through volumes of competitive mayhem — and we expect them to also digest and apply market research data with flair? Are you a brand manager?

Brands 51

Brands Marketing E Commerce E-support 51

delighted

JANUARY 7, 2020

Fast forward almost 5 years and CX is still top of mind for brands looking to differentiate themselves from their competitors. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customers simply expect better when soliciting support on mobile.

2020 40

2020 Brands Customer Experience Feedback 40

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. It’s called social media for a reason, after all. A stream of new ideas.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

CX University

JANUARY 8, 2019

According to a recent report by Walker, “86% of buyers will pay more for a better customer experience, and by 2020, customer experience will overtake price and product as the key brand differentiator.” ( Customers 2020: A Progress Report ). Talk to any sales representative or account executive to corroborate this POV.

2014 104

2014 Books 2020 2015 104

Qualtrics

DECEMBER 5, 2019

We found that some of the best insights come from brands who disrupt their own business models. Typically, disruptive innovation is carried out by small or lesser-known companies, start-ups with low overheads, zero brand capital and a high appetite for risk. When brands disrupt their own models. What is disruptive innovation?

Innovation 43

Innovation Brands 2006 Banking 43

Tricia Morris

SEPTEMBER 17, 2015

Some brands overall have had competitive rivalries in sales and marketing (think of the great Cola Wars of the 1980s), but what if customer service teams, or better yet, obsessed brands began engaging in this type of competitive rivalry? Choose a rival brand. Make your customer fan base proud and inspire brand loyalty.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. Not tomorrow, not next week, and not next year – but for the life of your brand. But that’s not all.

Airlines 73

Airlines 2015 Magazine 2014 73

Hello Customer

MAY 17, 2020

More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming. Since our first meetings with Hello Customer we have been impressed by the team and their ability to serve renowned consumer brands.

2015 98

2015 2013 B2B 2014 98

Gainsight

MARCH 1, 2024

Whether that’s in partnership with Sales or on their own, CS will have to own a number. Subsequently, as the head of Customer Experience at The New York Times, I helped the iconic brand shift to a subscriber-centric model. What’s coming: CS teams will start to have revenue ownership and have a number to deliver.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

OpinionLab

JUNE 17, 2016

As it stands now, m-commerce accounts for nearly one-third of all e-commerce sales, and continues to grab more of the market share with every swipe, text, and click on smartphones and tablets.

E Commerce 74

E Commerce Multi-Channel 2015 Telecommunications 74

Oracle

APRIL 15, 2019

While holographic talking heads taking the place of in-person sales people might rank higher on the hype scale, some retailers are discovering that moving the showroom to the home can drive sales in a more meaningful fashion. In the makeup business, major players are leveraging the power of AR to help drive sales. Trying it on.

Fashion 69

Fashion 2014 Social Media Retail 69

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . Case studies and lessons learned while working with some of the world’s leading brands. CEM Certification – October 21 – 23, 2014. . . Proof that Employee Engagement Drives Higher Sales and Customer Loyalty . . Tomorrow: September 16, 2014.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey CEM 2014 52

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. Carl’s Fine Films is a branding agency. Social Media Love Case Study: Trader Joe’s.

Social Media 142

Social Media Customer Experience Reference 2014 142

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. Impact of Customer Engagement On Sales. This allows you to keep customers engaged with the brand and also boosts brand loyalty.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Tricia Morris

OCTOBER 22, 2015

Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees. Sales also followed a similar pattern. And knowledge plays a prime role in engagement related to sales. Productivity.

White Paper 104

White Paper 2015 Culture 2014 104

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Read more about each stage of customer service maturity and the benefits realized by numerous brands and organizations here.

Wireless 89

Wireless Customer Service 2015 2016 89

CSM Magazine

JULY 29, 2021

Exceed AI is an NLP and virtual assistant provider that offers edge-cutting solutions to sales and marketing teams. What makes it vital is how its virtual sales assistant software utilizes conversational AI to ensure that each lead is followed up with and nurtured.

2005 98

2005 Magazine 2014 2015 98

Customer Bliss

JULY 11, 2017

Her experience spans brand, web, product design, information experience, and business process reinvention. In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation.

Leadership 0

Leadership Customer Experience 2013 2011 0

Oracle

APRIL 4, 2018

As a small or medium-sized business (SMB), it’s often difficult to compete with bigger brands’ wallets and available resources. Although your sales and marketing efforts may not carry the same financial clout as your larger counterparts, rest assured that your SMB can have the upper hand in one key area: customer experience (CX).

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

Maru Group

NOVEMBER 14, 2019

After sweeping into the UK limelight in 2014, Black Friday has fundamentally changed the way UK consumers shop. December sales are slowing as consumers spend more in November, while internet sales are on the rise ; average weekly internet sales nearly tripled between November 2010 and 2017, according to the ONS (Office for National Statics).

Retail 40

Retail Events 2010 2018 40

Win the Customer

MARCH 14, 2016

billion, with brands like Facebook and Twitter deriving over 60% of their revenue from their mobile apps alone. Shoppers are coming into stores armed with mobile devices containing information and utilities that could make or break a sale. According to Business of Apps , total app revenues grew to $45.37 Mobile Shopping Ascension.

User Experience 104

User Experience 2015 Retail 2014 104

Team HGS

AUGUST 29, 2017

For a car-sharing client, HGS, as part of the Member Viability effort, researches and reports member complaints, and helps the client retain clients who positively affect member experience and the brand. The program has consistently attained a save rate of 40% or higher, exceeding the client’s goal and salvaging millions in annual revenue.

Customer Service 52

Customer Service Magazine Retail 2014 52

ReviewTrackers

JULY 12, 2019

According to a 2014 study by J.D. According to automotive research site Cars.com, the breakdown, by type of car, for reviews and customer feedback is as follows: used-car sales at 38 percent, new-car sales at 37 percent, and service at 24 percent. According to the 2016 J.D. times) than those older than 55 (5.2

Automotive 77

Automotive Customer Experience Social Media Customer Relationship Management 77