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

Martin Hill-Wilson

MAY 27, 2015

It’s all useful if you remember the golden rule of customer insight. People in the UK spent an average of 20 hours and 30 minutes online each week in 2014, over double the amount in 2005. From 30 minutes in 2005 to nearly two and a half hours in 2014. Interaction based e.g. social network updates. Mobile banking.

2005 65

2005 2014 2013 2007 65

CSM Magazine

MAY 24, 2021

But high-touch can mean high-cost: according to Harvard Business Review , the average cost of a live support interaction (phone, email, chat, etc.) Gartner reports that 40% of live support interactions could be resolved in self-service channels. for a B2B company is $13. Does every problem need an agent?

2014 52

2014 Customers ROI B2B 52

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

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

SurveySparrow

FEBRUARY 18, 2024

Real-Time Reporting & Analytics: Gain instant insights into survey responses with interactive dashboards and detailed reports, allowing you to track trends and make informed decisions in real time. Pros of SurveySparrow User-friendly interface Customization options Affordable pricing Rating G2 4.4/5 5 Capterra 4.4/5

2024 52

2024 Multi-Channel E Commerce Tourism 52

Eptica

JANUARY 23, 2019

of incoming interactions, with 81% saying they expected volumes to increase or remain constant over the next 12 months Given both its importance and how it is evolving, there are four areas that CX professionals should focus their email strategy on going forward: 1. 82% of this group are on email, up from 69% in 2014.

2019 62

2019 Social Media 2014 Consumers 62

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

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

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. Another thing that this email makes evident is the witty and engaging tone of voice that Netflix adopts when communicating with customers.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. Customer Relationship Management (CRM) is a technology and system that sustains sales, marketing and customer service activities. It doesn’t replace human interaction at the end of the day. greater customer lifetime value.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

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

Customer Bliss

MARCH 30, 2017

A customer room is a way for leaders (and other members of the organization) to really understand the customer experience. Whether this happens monthly, quarterly, or annually, it’s one of the most robust, direct ways for a company to really see what their customers go through to interact with them.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

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

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

delighted

JANUARY 7, 2020

This means that brands need to measure and manage customer experience at every stage of the customer journey, and nothing highlights this more than how disappointed customers currently are in the quality of mobile brand interactions. Customer experience trend #3: Prioritizing your own employees.

2020 40

2020 Brands Customer Experience Feedback 40

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

Forrester's Customer Insights

AUGUST 28, 2014

But in the face of today''s more empowered customers building static scoring models and relying on batch-based campaigns is insufficient to win, serve and retain customers. customer analytics. CRM Cross Channel Campaign Management Customer Insights customer analytics' What sets leaders apart?

2014 32

2014 Management Reference Customer Insights 32

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

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

Thematic

SEPTEMBER 6, 2018

NPS gives you a gauge as to how your customers feel about your company, but more importantly, it measures customer loyalty. It’s based on a single question about a customers’ overall interaction with a company: “How likely are you to recommend our company/product/service to your friends, family and colleagues?”.

Net Promoter Score 54

Net Promoter Score NPS Feedback Metrics 54

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

Forrester's Customer Insights

OCTOBER 21, 2014

Today, my co-author Rusty Warner and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. Integration is increasingly important to marketers in their efforts to understand the full customer life-cycle and be able to execute across all interactions. customer insights.

Marketing 49

Marketing 2014 Customer Insights Reference 49

Forrester's Customer Insights

NOVEMBER 7, 2014

Blogged in collaboration with Rebecca McAdams, Research Associate, serving Customer Insights professionals. Marketers are jumping at the chance to connect with their customers through proactive marketing campaigns and even through non-marketing interactions. But which interactions actually drive impact ?

2014 36

2014 Metrics Measurement Download 36

Bold360

NOVEMBER 21, 2016

“The impact of social media on customer experience continues to intrigue in 2016, and I’ve personally experienced some remarkable interactions this year…” The big winner for me was once again Hyatt Regency Hotels. Tibbs stays busy balancing work and family time. Hyatt Regency for the win! Alex Reichmann.

2016 111

2016 2017 Customer Experience Social Media 111

Forrester's Customer Insights

OCTOBER 31, 2014

Last week, Cory Munchbach and I published the first-ever Forrester Wave: Enterprise Marketing Software Suites, Q4 2014. Integration is increasingly important to marketers in their efforts to understand the full customer life-cycle and be able to execute across all interactions. Customer Insights'

Marketing 31

Marketing 2014 Reference Customer Insights 31

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. At the time.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Also, he is running the planning course of Emotive CX for Customer Interaction. .

2020 132

2020 Customer Experience Magazine Consulting 132

Russel Lolacher

JUNE 13, 2022

I’ll choose one of my best this happened back in 2014. As far as client has requests, the request goes to the team who interacts with the client, then that team relays that information to the researcher, and they do all that work, right. Robyn Petree-Guzman. I had moved to the Midwest with cold winters for a job.

Culture 59

Culture Communication Employee Experience Connections 59

Kerry Bodine

JANUARY 27, 2018

Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights. In it, she describes how a simple thought experiment—yes, imagining herself as a T-Rex—helps her facilitate amazing workshops with our clients and their customers. Quite simply, different customers have different needs and expectations of your organization.

2017 0

2017 Customer Journey Mapping Customer Experience Workshop 0