Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. 26 August 2014. < 26 August 2014. < 24 April 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

NetBase

AUGUST 4, 2020

Using social listening to solve consumer and brand concerns. And here are some white space statistics uncovered with white space intel, to help you along, including: Digital Food orders have grown 300% faster than dine-in since 2014. Where will your brand fit in and what will the consumer sentiment be? Solving Consumer Concerns.

Social Media 83

Social Media 2014 Consumers Brands 83

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. 2014-2016: The initial roll out of services and experiences.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Retently

MARCH 23, 2023

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. There are two lessons here for businesses aiming to improve retention, increase customer satisfaction, and foster loyalty. appeared first on Retently.

Net Promoter Score 102

Net Promoter Score NPS Insurance Airlines 102

Comm100

FEBRUARY 19, 2014

According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies. This channel also has the highest satisfaction rating after voice with consumers. Chat Away in 2014. Web Chat – Customers Love It!

2014 40

2014 Customer Satisfaction Multi-Channel Social Media 40

Customer Interactions

JULY 7, 2015

Companies are realizing that creating and delivering an exceptional customer experience, one that is unmatched by the competition, is the key to gaining a competitive edge and the continued satisfaction and loyalty of the consumer.

2014 28

2014 Customer Experience Loyalty Consumers 28

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. Download report for $495.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Maru Group

NOVEMBER 28, 2018

It all leads us to suggest that – as predicted – many consumers headed online. Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014. Black Friday does little for future loyalty. year on year.

2018 45

2018 Loyalty Retail Events 45

Experience Investigators by 360Connext

MARCH 24, 2015

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. It’s a subtle but important idea.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Service Untitled

MARCH 24, 2014

In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. For anyone not familiar with the Amazon loyalty program, there are estimated to be about 20 million Prime members in the United States. And why does this happen?

Loyalty 58

Loyalty 2005 Loyalty Programs Rewards Programs 58

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Experience Matters

DECEMBER 1, 2014

Our ROI of Customer Experience, 2014 shows that emotion is the most significant driver of loyalty, especially when it comes to consumers recommending firms to their friends. consumers), H-E-B earned the highest overall emotion rating of 84%, outpacing second place Trader Joe’s by three points.

2013 115

2013 2014 ROI Consumers 115

Beyond Philosophy

SEPTEMBER 28, 2016

Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. How customers feel about a brand affects their loyalty to it. billion, either ( maybe ).

2014 167

2014 Books 2016 Loyalty 167

Win the Customer

NOVEMBER 14, 2016

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%. In the UK, more and more consumers are refusing to accept poor quality customer service. Let your customers rave. See how one good response can pay for itself over and over again?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Maru Group

NOVEMBER 28, 2018

It all leads us to suggest that – as predicted – many consumers headed online. Now, however, retailers are extending the period when deals and offers are available to help manage demand and avoid headline website failures witnessed in November 2014. Black Friday does little for future loyalty. The extended Black Friday.

2018 40

2018 Loyalty Retail Events 40

Eptica

SEPTEMBER 10, 2015

Author: Derek Lewis This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience?

Customer Service 76

Customer Service 2015 2014 Social Media 76

Beyond Philosophy

JULY 9, 2015

What you may not realize, however, it is also critical to winning the hearts and minds of the coveted group of women consumers. My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it.

Brands 109

Brands Net Promoter Score 2011 2014 109

Maru Group

AUGUST 4, 2022

The recent announcement from Samsung that its 2022 line of Smart TVs now have the capability for owners to cloud game on various services, including Xbox Game Pass Ultimate, represents a new stage in the development of cloud gaming as a mainstream consumer offering.

Entertainment 76

Entertainment 2022 2014 2017 76

ProProfs Chat

JANUARY 30, 2020

Customer loyalty. Customer Engagement & Loyalty. Consumer Engagement & Experience. In the category of online entertainment, Netflix was the leading brand with a ranking of 89 percent in terms of how the brand met consumer expectations versus the consumer-generated, category-specific ideal.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. Understanding the power of choice and the pitfalls of it, however, can release an organization from this circle as well as help them define closures that can help consumers feel better about their decision.

CEM 113

CEM 2014 2011 2010 113

Customer Bliss

JANUARY 19, 2018

It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad. Apparently, this decision had a positive impact on some of the lives of CVS consumers.

2014 135

2014 Books 2017 2020 135

Think Customers

JUNE 2, 2015

It's pretty easy to see how pervasive the use of mobile devices has become with consumers. As of January 2014, consumers now spend more time on their mobile devices for Internet usage than on desktop PCs, according to comScore.

Marketing 91

Marketing 2014 2015 Social Media 91

Beyond Philosophy

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. 4 September 2014. < Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t.

CEM 121

CEM 2004 Books Retail 121

ijgolding

NOVEMBER 25, 2014

In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. Our need for Wi-Fi has become so critical that most consumers see it as a basic requirement when interacting with organisations – unfortunately, many businesses do not quite see it that way.

Social Media 84

Social Media 2014 Hotels Entertainment 84

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. Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Do you want to build customer loyalty?

Social Media 167

Social Media 2015 Innovation 2014 167

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. US and European banks paid $65 Billion in fines in 2014. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. How to overcome these challenges.

Banking 45

Banking 2014 Financial 2013 45

Clarabridge

FEBRUARY 2, 2017

Banks encounter many of the same problems as other enterprises— customer retention and loyalty, revenue growth, etc. US and European banks paid $65 Billion in fines in 2014. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. How to overcome these challenges.

Banking 40

Banking 2014 Financial 2013 40

OpinionLab

JUNE 17, 2016

To illustrate how quickly this is happening, consider that in 2014 mobile commerce sales accounted for $75 billion; in 2015, that same figure was estimated to be $104 billion. However, very few organizations seem to be ready for this astonishing transformation in consumer habits.

E Commerce 74

E Commerce Multi-Channel 2015 Telecommunications 74

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. They are all working to improve their Customer Experience.

2015 122

2015 CEM 2002 Books 122

Education Services Group

FEBRUARY 3, 2021

online consumers say they prefer to use a company’s website to get answers to their questions, we know there’s a lot of value in building a reliable one-stop-shop that keeps your customers informed and supported. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. A foundation for customer loyalty.

Customer Success 59

Customer Success Customer Engagement Engagement 2021 59

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Customer retention and loyalty CX Strategy Retail Amazon customer experience Dave Lewis Jeff Bezos Tesco'

2014 116

2014 Retail Financial Customer Retention 116

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. The rise of personal computing devices, from iPhone apps to Fitbits, will continue to change how consumers experience the world they live in.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Second to None

APRIL 9, 2018

Mary Beth Laughton, who had been the company’s svp of digital since 2014, assumed a new title as evp of omni retail. My new team brings loyalty to the forefront, since we’re better positioned to understand customers across channels,” said Laughton. “The Loyalty is a data-driven ecosystem, so that’s hugely powerful.””

Brands 54

Brands E Commerce Retail Loyalty 54

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 ). Consumer behavior is shifting and the future role of the branch is in question.

Banking 79

Banking Customer Experience 2014 2001 79

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. Magnified Human Technology : Digital and mobile will fuel the sense of empowerment and possibility for the individual consumer.

2015 68

2015 Brands 2014 Retail 68

Customer Bliss

APRIL 26, 2016

Consumer Markets at Liberty Mutual. Consumer markets business has 17,000 employees and generates $16.8B Consult an old post of mine from 2010 on essential customer service metrics for more, or another deep dive from Client Heartbeat in 2014. Introducing Our Guest. Margie is EVP and CCO for U.S. The overall U.S.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction” on Thursday, October 30th, 2014. If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 I couldn’t agree more. 3 Steps to Becoming #1 on Trip Advisor.

ROI 74

ROI Net Promoter Score CEM 2014 74