Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.

2014 110

2014 Metrics Customer Connectedness Customer Experience 110

Experience Matters

NOVEMBER 11, 2014

Congratulations to Temkin Group’s 2014 Customer Experience Excellence Award winners: Dell , EMC , and Touchpoint Support Services. Customer experience'

2014 96

2014 Customer Experience Touchpoint Customers 96

Maz Iqbal

OCTOBER 14, 2014

And find myself in a position to share with you the table that I have put together: What Does It Take To Be A Customer Experience Excellence Leader? If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. I have read the Nunwood report several times.

2014 91

2014 Customer Philosophy Customer Experience Leadership 91

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

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Employees Come First, Customers Come Second.

2014 78

2014 Customer Experience Retail Leadership 78

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

Experience Matters

DECEMBER 11, 2014

We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms. The bottom line: Tech vendors need to improve their customer experience.

2014 129

2014 2013 Download Loyalty 129

Think Customers

DECEMBER 10, 2014

Building a relationship with your customers through multiple touch points has become a critical business practice as market forces raised the status and value of customer experiences. In 2014, this shift manifested itself through organizational changes across industries and advances in technology. 1to1Media.com/weblog.

2014 108

2014 Customer Experience Blog Customers 108

ijgolding

OCTOBER 21, 2014

‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Personalisation.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 zettabytes. View Article

2013 249

2013 2014 Customer Experience Article 249

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. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Think Customers

JANUARY 5, 2015

What constitutes a great customer experience? According to The Temkin Group, it''s a combination of three aspects of a customer''s interaction with a company--functionality, accessibility, and emotionality. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2014 104

2014 Customer Experience Social Media Loyalty 104

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. Member and customer experience.

Customer Experience 154

Customer Experience 2014 2016 2012 154

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

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 zettabytes. View Article.

2013 200

2013 2014 Customer Experience Article 200

InMoment XI

AUGUST 9, 2016

exabytes of data were created every day; by 2014 this was 2.3 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. In 2013 IBM reported over 2.5 zettabytes. View Article

2013 200

2013 2014 Customer Experience Article 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 200

2014 Customer Experience Blog Insights 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 200

2014 Customer Experience Blog Insights 200

InMoment XI

NOVEMBER 4, 2014

In recent blogs, I’ve been sharing results of the 2014 Voice of the Customer Challenges and Practices Survey conducted by Maritz. Today, I’d like to continue by focusing on another of the many VoC best practices revealed by our research: Harnessing the Voice of Employees to gain insights that drive customer experience improvements.

2014 200

2014 Customer Experience Blog Insights 200

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

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Customer Experience 200

Customer Experience 2014 Article Customers 200

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Companies that can put that data to work to improve the customer experience will be the winners.

Customer Experience 200

Customer Experience 2014 Events Customers 200

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Companies that can put that data to work to improve the customer experience will be the winners.

Customer Experience 200

Customer Experience 2014 Events Customers 200

InMoment XI

APRIL 23, 2014

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Companies that can put that data to work to improve the customer experience will be the winners.

Customer Experience 200

Customer Experience 2014 Events Customers 200

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Customer Experience 200

Customer Experience 2014 Article Customers 200

InMoment XI

JANUARY 30, 2014

During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday.

Customer Experience 200

Customer Experience 2014 Article Customers 200

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. JD Williams.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. In order for your customer experience process to be sustainable and drive long-term transformation, it needs to be based on a company-unifying framework.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

Win the Customer

APRIL 2, 2015

Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The result […].

Customer Experience 139

Customer Experience 2014 Culture Communication 139

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? Rather, the best dividends come from understanding how to accelerate the rate of customer experience change. .

2014 73

2014 Customer Philosophy Customer Experience Customer Journey Mapping 73

Customer Bliss

APRIL 13, 2017

billion, is moving from a pure social signals platform to a customer experience platform. They’re putting a large suite of marketing activities under one tab, which is called The Experience Cloud — and yes, that’s the same thing Adobe calls their product. I’d agree. Make sure to protect against that.

Customer Experience 135

Customer Experience 2014 Customer Experience Management Culture 135

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

Customer Bliss

JUNE 2, 2015

To prevent customer experience breakdown, you need an enterprise view of what is being delivered and a way to bring the pieces together in the development and execution of the customer experience. Take a few minutes to assess your current performance in these categories: Closed Loop on Any Customer Issues?

Customer Experience 164

Customer Experience 2014 Call Center Customers 164

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. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience 2013 2011 0

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

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with Mariano’s simply because there isn’t one in my part of town…yet. These knots are preventing poor experiences. It’s automatic.

2013 252

2013 Customer Service E-support 2014 252