Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). Customer professionals said their biggest barrier was the inability of translating customer insights into business operations.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. This was one of the email messages a customer received from them: This is the kind of customer service that creates and engrains a strong sense of brand loyalty.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Hello Customer

MAY 17, 2020

“More than ever businesses have to listen to their customers”. This is the official press communication concerning Hello Customer’s latest fundraising round. With a strong product vision and great execution so far, the new investor syndicate is thrilled to help Hello Customer grow into the CX technology leader it aims to be.

2015 52

2015 2013 B2B 2014 52

inmoment

JUNE 1, 2020

Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers. What are customers looking for as we move into recovery? Customer Feedback is Crucial in the Empathy Economy .

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Stella Connect

JULY 17, 2017

Stan Lucas, AVP of Customer Insights and Advanced Analytics for Lane Bryant, recalls the beginning of the end of the company’s cost-containment (and therefore costly) approach to contact center management. Stan Lucas, AVP of Customer Insights and Advanced Analytics, Lane Bryant. A New Breed of Customer Service Agent.

Contact Center 45

Contact Center Sales Metrics Apparel 45

Eptica

JANUARY 23, 2019

82% of this group are on email, up from 69% in 2014. The sheer number of messages that brands receive is driving many to limit access to the channel, but this is not an answer, given consumers clearly want to use email to communicate. Why chat is key to successful customer experience for every brand. Share this page on: Tweet.

2019 62

2019 Social Media 2014 Consumers 62

Maz Iqbal

DECEMBER 30, 2014

So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change. It began to manifest to her eyes, and she began to communicate with that beauty. Further, I say that the future is not already made.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

SurveyGizmo

JULY 13, 2018

If you work in a company with $10M+ in annual sales/revenue, you probably have a market research department (often also called “customer insights” or “shopper insights”). Are you a customer insights/market research manager?

Brands 51

Brands Marketing E Commerce E-support 51

Forrester's Customer Insights

AUGUST 28, 2014

I cut my teeth as a data analyst helping brands communicate more effectively-- building segmentation and targeting models that differentiated contact frequency, offers, and messaging across a brand''s customer base. customer analytics. CRM Cross Channel Campaign Management Customer Insights customer analytics'

2014 32

2014 Management Reference Customer Insights 32

SmartKarrot

APRIL 20, 2022

Access to reliable customer data. By offering loyalty programs, B2B businesses an invaluable customer data. It also helps them build data-driven direct communications strategies that help yield higher ROI. This is a key reason businesses should invest in building customer loyalty, and loyalty programs help. Challenges.

Loyalty Programs 11

Loyalty Programs B2B Loyalty Rewards Programs 11

Forrester's Customer Insights

FEBRUARY 3, 2017

I've just finished reading the recent Communication on Building a European Data Economy published by the European Commission. According to Forrester's Business Technographics, one-third of firms reported selling their data in 2016, up from only 10% in 2014. insights services. Are they serious? The timing is perfect.

2014 52

2014 2016 Insights Communication 52

Martin Hill-Wilson

MAY 27, 2015

It’s all useful if you remember the golden rule of customer insight. For instance OFCOM, the UK regulator has just published their annual review of our communication habits which according to them are increasingly digital. From 30 minutes in 2005 to nearly two and a half hours in 2014. The headlines are impressive.

2005 65

2005 2014 2013 2007 65

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

2015 97

2015 Multi-Channel 2014 CEM 97

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. He helps employees in engaging customers through a personal connection.

2020 132

2020 Customer Experience Magazine Consulting 132

Russel Lolacher

JUNE 13, 2022

the importance of communication. So, I don’t always think it’s an intentional thing [to create silos], but it is that lack of communication and lack of collaboration.”. I’ll choose one of my best this happened back in 2014. And that communication is a key part. Or, listen on: Apple Podcasts.

Culture 59

Culture Communication Employee Experience Connections 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer. You can also sell points to partners.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Alida

AUGUST 12, 2016

This trait is apparent in the prefered communication tools they use: text messages, Snapchat and Instagram all encourage concise and visual communication. ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT. Traditional means of recruitment in customer insight don‰’t necessarily work with Millennials.

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

2016 111

2016 2017 Customer Experience Social Media 111