Customer Engagement – March 2014
Storyminers
JULY 7, 2020
This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners.
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Storyminers
JULY 7, 2020
This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners.
ProProfs Chat
JANUARY 30, 2020
And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Let’s dive in!
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Think Customers
DECEMBER 31, 2014
As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world.
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 topic of empathy topped the list of posts this year.
Education Services Group
FEBRUARY 3, 2021
For example, only 15% of Customer Success organizations have implemented tailored dashboards for easy access to vital customer health data. A promising trend for customer engagement has come from the community platform space. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities.
Experience Investigators by 360Connext
DECEMBER 3, 2014
These moments matter because they can range from the really, really bad moments that shouldn’t be a big deal but become one (in the worst sort of ways) to the fantastic, creative and inspiring small moments that leave a customer happier and more loyal because they show how companies care for their customers.
Experience Investigators by 360Connext
APRIL 30, 2015
Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Added by Anne Reuss on Feb 28, 2014. 0 likes.
Experience Investigators by 360Connext
JANUARY 30, 2015
A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?
Experience Investigators by 360Connext
OCTOBER 2, 2014
This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. What’s the value of customer experience? The Second Annual #CXDay is October 7th, 2014. Come celebrate with us!
Experience Investigators by 360Connext
MARCH 4, 2015
This idea of pushing a short-term goal at the sake of most other things may have worked before customers have the voice they do now. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. What do you think? Enlightened leaders share their knowledge.
Experience Investigators by 360Connext
MARCH 23, 2015
Rod shares how understanding customers translates into creating special moments for customers and employees alike. The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles.
Think Customers
NOVEMBER 2, 2014
Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. 1to1Media.com/weblog.
Experience Investigators by 360Connext
OCTOBER 31, 2014
A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?
Beyond Philosophy
NOVEMBER 10, 2014
There is sometimes a misconception that customer churn doesn’t represent much business, but this isn’t true. JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 Your existing customers are far easier to upsell. 26 August 2014. < 26 August 2014. <
Alida
MARCH 21, 2018
For example, Telstra, Australia’s leading telecommunications provider, adds context to NPS by creating “relationship memory” through My Telstra Experience (MTE), a customer insight community. Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016.
Think Customers
OCTOBER 24, 2014
In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look.
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. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again.
CloudCherry
FEBRUARY 26, 2019
More firms choose to adopt analytics to increase customer acquisition: ‘Increasing customer acquisition and targeting’ is the top driver that encourages organizations to adopt measurement and analytics, with 57% of respondents opting for it. Customer Analytics and its diverse applications.
Experience Investigators by 360Connext
OCTOBER 6, 2014
How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. It is part of a broader celebration of Customer Experience Day. .
Ecrion
JUNE 12, 2020
FinXTech Connect is an online resource for banks of all sizes to find technology companies that provide needed solutions as they seek to better serve their customers and navigate the everchanging fintech landscape. About FinXTech. bank leaders with technology partners at the forefront of innovation.
Experience Investigators by 360Connext
JUNE 15, 2015
Alibaba Group did more than $390 BILLION in sales in 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.
Experience Investigators by 360Connext
JANUARY 21, 2015
One airline trying to understand the actual journey more for their customers is Virgin Atlantic. I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.
Think Customers
NOVEMBER 7, 2014
2014 wasn''t a good year to be average. Since 2007, the average customer experience in the industries that Forrester tracks has gone up across the board, and the number of truly awful experiences has dropped like a rock. So if your CX is average, it''s just not good enough to win, serve, and retain customers.
BirdEye
FEBRUARY 15, 2024
This trend towards automation in collecting and responding to reviews indicates a shift in customer engagement strategies, emphasizing efficiency while balancing the need for personalization. From 2014 to 2018, there was a noticeable decrease in the length of reviews.
Experience Investigators by 360Connext
MARCH 24, 2015
It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014. Kevin Gibson, Humana #ngce.
Think Customers
APRIL 10, 2015
In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy cxstrategy cxsuccess forresterpredictions'
Think Customers
MARCH 17, 2015
This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. According to The 2014 CCO Study conducted by the Chief Customer Officer Council, 22 percent of Fortune 100 companies have adopted the role.
Beyond Philosophy
FEBRUARY 2, 2015
16 December 2014. < 16 December 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: “Music and Memory: 5 Awesome New Psychological Studies.” www.spring.org.uk. < [link] > Mohana, Malini. Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. < [link].
Experience Investigators by 360Connext
JANUARY 7, 2015
And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014.
Customer Interactions
JULY 7, 2015
But in today’s era of customer engagement, a company that is perceived as treating employees well and caring about social issues is much more likely to have loyal customers. And loyalty is vital: a 2% increase in customer retention has the same effect as decreasing costs by 10%. Doing well by doing good.
PeopleMetrics
JULY 14, 2015
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. Brand Ambassadors focus on the people-side of business, which can be seen in the amount of customer recognition they generate.
Eptica
SEPTEMBER 10, 2015
Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Email customer service Just half of companies allowed non-customers to contact them by email – the same number as in 2015. Again, these figures are half those of electronics retailers.
Talkdesk
OCTOBER 8, 2020
Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. An enterprise-grade CaaS platform focused on customer engagement can make the customer experience seamless whether your clients are on the phone, in a branch, on an app or a video call.
Customer Interactions
JULY 7, 2015
The topics covered include customer engagement, loyalty programs, and customer experience management. Our team collected a unique mix of articles for this week’s edition of CX Buzz. This collection offers a great deal of insight for CX professionals of any level to pick up on.
Customer Interactions
JULY 7, 2015
From CX management, to loyalty programs, to customer engagement – we’ve got you covered! Our team collected a fantastic mix of articles this week that you’re bound to enjoy. Have a look and feel free to share the buzz with other CX professionals.
Customers That Stick
NOVEMBER 10, 2014
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. Twenty four tips to make it easier for them.
Eptica
JUNE 3, 2016
Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.
Eptica
JANUARY 8, 2016
33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. 86% of consumers say they discover new brands or products using their mobile device , while Deloitte estimates that mobile influenced over 1 trillion dollars in sales in 2014. Share this page on: Tweet.
CSM Practice
FEBRUARY 24, 2020
In many cases, metrics are more reflective of actual customer experience when calculated for different customer segments individually. Customer usage metrics for new customers, low-touch segments, and high-touch segments can be calculated differently to get a more accurate representation of customer engagement and experience.
Customers That Stick
OCTOBER 13, 2014
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014. Thoughts on the Customer: Fewer Choices, More Happiness. Why Are Emotional Connections the Key to Exceptional Customer Service?
Michel Falcon Experience
NOVEMBER 10, 2014
This post is not about football; it’s about social media, brand awareness and customer engagement. I’ve always known about Harry’s because of a Tim Ferris blog post on how they collected 100,000 email addresses before they launched their service (this is one of the best things I’ve read in 2014).
Beyond Philosophy
NOVEMBER 4, 2014
19 August 2014. < 19 August 2014. < . < [link] > Carvalho, John. The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. < [link].
CSM Magazine
NOVEMBER 3, 2020
We may never know what came first the chicken or the egg, however, there is no excuse for poor customer service given the choices presented by AI. For more ideas and inspiration on how to drive better customer engagement, visit www.ebi.ai. Established in 2014, EBI.AI About the Author.
Think Customers
JUNE 2, 2015
As of January 2014, consumers now spend more time on their mobile devices for Internet usage than on desktop PCs, according to comScore. It's pretty easy to see how pervasive the use of mobile devices has become with consumers.
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