Maz Iqbal

OCTOBER 2, 2014

Here is what The Economist said back in July 2014: … on July 21st Tesco abruptly announced that Mr Clarke would be leaving his job, apparently prompted by a warning that profits in the first half of 2014 would come in “below expectations”. In the process Tesco came from nowhere to became the world’s second largest retailer.

Customer Centricity 76

Customer Centricity 2014 Culture Customer Focused 76

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. But support communities aren’t optimized for two-way conversations between the company and its customers. “The opt-in nature of insight communities means members are more likely to participate often.”

Social Media 167

Social Media 2015 Innovation 2014 167

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Don’t hesitate to engage.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

2015 106

2015 Customer Connectedness Management 2014 106

Hello Customer

MAY 17, 2020

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. Founded and funded by experienced entrepreneurs, Peak Capital and offers smart venture capital to European fast-growing early-stage Marketplace, Platform, and SaaS companies.

2015 98

2015 2013 B2B 2014 98

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Forrester's Customer Insights

JANUARY 13, 2015

Uber faces fierce competition in China from local taxi hailing service providers Didi and Kuaidi Taxi, which both launched Uber-style e-hailing services in 2014. On New Year''s Eve 2014/2015, it was predicted that taxi service would be unobtainable as people concentrated on the New Year countdown. Customer Life Cycle.

2014 39

2014 2015 Customer Insights Customer Satisfaction 39

Forrester's Customer Insights

SEPTEMBER 22, 2014

And, a few weeks later I'll also be at our EMEA Customer Experience Forum , November 17-18 in London. In 2014, customer loyalty is a bit of an anomaly. Customers are empowered, informed, and have myriad options to choose from. Satisfied loyal customers are the only reliable source of growth. customer loyalty.

Loyalty 40

Loyalty 2014 Events Customer Insights 40

Forrester's Customer Insights

AUGUST 1, 2022

This daunting ambition was given hope with the proposal of accomplishing three goals equally in 2008, and the addition of the 4th in 2014. The Triple/Quadruple Aim has long been recognized as a framework to optimize the US healthcare system.

2008 26

2008 Healthcare 2014 Customer Experience 26

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

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. Customer Insight Platforms Customers often leave behind a trail of valuable crumbs in their digital journeys ripe for exploitation.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Hello Customer

MAY 17, 2020

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. Founded and funded by experienced entrepreneurs, Peak Capital and offers smart venture capital to European fast-growing early-stage Marketplace, Platform, and SaaS companies.

2015 52

2015 2013 B2B 2014 52

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. Further, I say that the future is not already made. The future is unborn and how you/i/we show up and operate in this world will shape how 2015 turns out.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Eptica

JANUARY 23, 2019

82% of this group are on email, up from 69% in 2014. You might also be interested in these posts: 3 ways to deliver real value from Voice of the Customer insight. Why chat is key to successful customer experience for every brand. Share this page on: Tweet. Why you can no longer ignore SaaS for your CX applications.

2019 62

2019 Social Media 2014 Consumers 62

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

SurveySparrow

FEBRUARY 18, 2024

Pros Mobile-ready surveys for a seamless user experience Code-free customization for brand consistency Cons Learning curve for new users to fully utilize all features There is no Free plan available Rating G2 4.5/5 We know that Customer Thermometer primarily focuses on email-based feedback. 5 Capterra 4.8/5 5 Capterra 4.6/5

2024 52

2024 Multi-Channel E Commerce Tourism 52

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

Forrester's Customer Insights

APRIL 8, 2016

With an abundance of organizational goals, petabytes of data at their disposal, and a whole slew of potential techniques for analyzing that data, customer insights professionals often (quite ironically) find themselves in a state of analysis paralysis.

2014 26

2014 2016 Insights Customer Insights 26

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? ” The Humana customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Clarabridge

DECEMBER 7, 2016

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 81

Feedback 2008 2014 Government 81

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

APRIL 6, 2016

Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. For example, 74% of firms say they want to be "data-driven," yet only 29% say they're good at connecting insights to actions. There's good food for thought in that statement.

Customer Insights 26

Customer Insights Insights 2014 2015 26

Forrester's Customer Insights

AUGUST 28, 2014

Today most enterprises rely heavily on technology to help them interact with customers across channels, and as we evaluated in the newly published Forrester Wave: Cross Channel Campaign Management, Q3 2014 , brands have several compelling choices. customer analytics. What sets leaders apart? Read more Categories: CRM.

2014 32

2014 Management Reference Customer Insights 32

CustomerSuccessBox

NOVEMBER 2, 2021

Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. finding customer acquisition channels that are highly scalable, repeatable, and profitable. . It was about the “ 5 ways to build a $100 million business ”.It It was meant for SaaS companies.

Customer Retention 52

Customer Retention Customers Customer Success 2014 52

delighted

OCTOBER 22, 2019

The team decided to use NPS as one of their key metrics for measuring exactly how a customer felt about their Bonobos experience and whether or not the customer would be willing to refer Bonobos to friends or family. At the beginning of 2014, the company experimented with adding an extra step to the shipping process.

Net Promoter Score 41

Net Promoter Score NPS Measurement Feedback 41

ijgolding

JANUARY 15, 2016

In 2014, the CXPA launched the first ever Professional Qualification in CX – yes….that For the very first time, people who possess internationally recognised skills and competencies to tangibly and demonstrably improve customer experience were able to get accreditation to show their authority to the world. that is right….professional

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

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. Allow Your Customers to Get in Touch With You Wherever, Whenever .

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Retently

JUNE 4, 2018

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with.

Feedback 60

Feedback Insights Net Promoter Score NPS 60

Forrester's Customer Insights

JULY 29, 2022

As a result, Amazon reported a $2 billion loss, marking the business’s second consecutive quarterly loss, which hasn’t happened since 2014. After years of spending lavishly on growth, Amazon cut costs in Q2 2022, reducing headcount by 6% and, according to CEO Andy Jassy, “improving the productivity of [its] fulfillment network.”

2022 49

2022 2014 Advertising B2C 49

Clarabridge

DECEMBER 7, 2016

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Feedback 40

Feedback 2008 2014 Government 40

Clarabridge

MARCH 30, 2017

Rogers : We are a central team that governs and oversees all of the customer feedback data management and analysis. We work with other departments across the company, sharing customer insights and acting on the feedback together. The VOC team sits under the VP of Customer Success, who reports into our CEO.

Customer Experience 45

Customer Experience 2008 2014 Feedback 45

Forrester's Customer Insights

FEBRUARY 1, 2022

AI Is Maturing Fast And Is Getting Better At Increasing Human Creativity In 2014, […]. But AI can also help humans be more creative and therefore represents a great opportunity for enterprises to scale more creativity throughout their organization.

2014 49

2014 Innovation Technology Customers 49

Forrester's Customer Insights

DECEMBER 13, 2019

For several years, market research firm Bizrate Insights has surveyed US shoppers during Cyber Week. This blog post is part of Forrester’s Holiday 2019 retail series.

2014 29

2014 2019 Retail Blog 29

Forrester's Customer Insights

MARCH 10, 2021

Back in 2014, my colleagues and I declared that “the future of business is digital.” ” Yet, to build a digital business, you must build digital products. And the most disruptive digital businesses — well, they build great digital products. How Do Disruptive Digital Leaders Build Great Digital Products?

2014 48

2014 Management Customers 48