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

ProProfs Chat

APRIL 16, 2020

What this inadvertently impacts is customer loyalty towards your brand. 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. 3: Boosts Customer Loyalty. Census records.

Loyalty 96

Loyalty Customer Service E-support E Commerce 96

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

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

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

Smith+co CX

JANUARY 21, 2016

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. O2 - From its Priority Moments loyalty scheme to the continued effort in building Europe’s biggest mobile network recycling programme, it was another good year for O2.

2016 28

2016 Social Media 2015 Advertising 28

SuiteCX

FEBRUARY 7, 2017

Step 2 – Deliver on the brand promise. It’s probably been a while since you thought about your brand promise. What are you doing that is building your brand value and what are you doing that is detracting from it? How consistent is the brand experience across channels? What can be done to make it more consistent?

2017 45

2017 Customer Journey 2015 Brands 45