Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. 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. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. Activision combines this dedication to listening to its players with a willingness to redesign significant interactions.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

BirdEye

OCTOBER 5, 2023

Brand perception is customers’ cumulative impression of your company based on every interaction and experience they’ve had. Brand perception refers to how consumers view, think, and feel about a company and its offerings. Regularly measure and analyze these metrics to gauge brand perception.

Measurement 62

Measurement Brands Social Media Net Promoter Score 62

ProProfs Chat

APRIL 16, 2020

To bring this pervasive problem closer to home, the Hispanic population in the United States grew by 50% between 2010 and 2015 as per the U.S 2: Encourages Human-to-Human Interaction. The customer leaves with a satisfying experience with a feeling that the brand has gone the extra mile to look after their individual needs. #4:

Loyalty 96

Loyalty Customer Service E-support E Commerce 96

Smith+co CX

JANUARY 21, 2016

Fair play, this brand continues to operate with a spring in its step despite economic challenges that have seen many supermarket giants fall by the wayside. APPLE - Another very strong and steady year for Apple in terms of both innovation and brand value; which reported a 43 percent rise on the Interbrand rankings.

2016 28

2016 Social Media 2015 Advertising 28