Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. Investment firms have the largest generation gap.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Heart of the Customer

DECEMBER 18, 2014

Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. The post What’s the customer experience focus for 2015? appeared first on Heart of the Customer. Customer Experience Employee Engagement Resources Voice of the Customer'

2015 83

2015 Customer Journey Mapping Customer Experience Customer Journey 83

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

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2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Download report for $295.

2015 102

2015 Net Promoter Score Wireless Airlines 102

CloudCherry

DECEMBER 20, 2017

One of the most important things a company can do is to map the customer journey. However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. How the Customer Journey Has Changed. Not long ago, mapping that path was relatively easy.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Tricia Morris

AUGUST 4, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The 2015 U.K. Download the 2015 U.K. With more than 60% of U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

Kayako

FEBRUARY 14, 2018

As consumers, our needs are satisfied all around. It means consumers expect great product quality, but it’s no longer a currency that differentiates your business. When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive.

Loyalty Programs 72

Loyalty Programs Loyalty Brands Retail 72

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”. Are you sure?

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2015 CEM 2002 Books 122

Alida

JULY 11, 2017

Customer experience is middling at best, and that’s troubling for brands. Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range.

Customer Experience 183

Customer Experience Omnichannel 2015 Retail 183

ijgolding

DECEMBER 22, 2014

Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. These pieces of plastic are all to do with loyalty schemes – coffee shops; retailers; hotels – and this is not all of them!!! When will it ever end?!

Loyalty 107

Loyalty Hotels 2015 Customer Retention 107

Strativity

MARCH 17, 2015

CRMXchange presents an in-depth online educational event that examines the latest trends and strategies: “Shaping the Journey of the Connected Customer”, March 16-19, at [link] View Keynote. Learning how to reduce customer effort. Understanding how to anticipate customer’s needs and provide proactive solutions to meet them.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

Alida

FEBRUARY 22, 2017

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Currency Alliance

DECEMBER 21, 2016

The more we can do with our mobiles at the checkout, the more consumers will be sold on using their smartphone to pay. Benefits for consumers will go beyond just paying for things. They’ll be able to integrate their loyalty program, too – collecting loyalty currency and using coupons. With skepticism.

Loyalty 40

Loyalty Loyalty Programs 2015 2020 40

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Tell consumers what THEY can do, not what IT can do. Here are a few ideas.

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Marketing Innovation Transportation Demo 250

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. meaningful, emotional, and important to consumers will be paramount. engagement?

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2015 Brands 2014 Retail 68

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. My take: Customer experience is absolutely a powerful differentiator.

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2015 Chief Customer Officer 2003 Customer Centricity 71

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. So many answers!

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Insights Customer Experience Customer Journey Mapping 2015 236

Win the Customer

AUGUST 9, 2016

It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace. But before your company jumps on the mobile payment bandwagon, make sure you know why your customers want mobile payments in the first place to better meet their needs and expectations. Convenience and Ease.

Consumers 72

Consumers Loyalty Programs 2013 2015 72

Forrester's Customer Insights

APRIL 11, 2022

Forrester’s Customer Experience Index (CX Index™) captures data about customers’ perceptions of the quality of their experiences for more than 500 consumer brands. smart, unbiased math) to interpret how those perceptions of customer experience drive loyalty. We use statistical algorithms (e.g.,

B2B 26

B2B Loyalty 2015 2022 26

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Currency Alliance

DECEMBER 21, 2016

In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. The participants of the study weren’t just customers, but decision makers in businesses, too. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs.

Loyalty Programs 40

Loyalty Programs Loyalty 2015 Customers 40

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty.

Consumers 59

Consumers E Commerce Social Media 2015 59

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Next Generation Customer Experience ConferenceSan Diego.

Events 223

Events Customer Experience Webinar Telecommunications 223

QuestionPro Audience

JANUARY 3, 2018

Companies are using their mobile applications to reach the consumer directly, therefore eliminating the uncertainty that has existed when previously booking travel. . Mobile technology creates a completely different experience at the airport, for both the customer and airline.

Travel 117

Travel 2018 Airlines Books 117

Experience Investigators by 360Connext

APRIL 23, 2015

Have you ever struggled with how you can listen better to your customers? I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Thanks, @TripIt ! —

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands.

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

Experience Matters

APRIL 13, 2016

Starbucks launched changes to its loyalty program that is causing some backlash from customers. So I decided to examine our data on the loyalty of US consumers to the coffee shop giant. My take: As you can see below, Starbucks ranks 23rd out of 293 companies in the 2015 Temkin Loyalty Index.

2015 80

2015 Loyalty Programs Loyalty Customers 80

Provide Support

MAY 10, 2016

Building Customer Loyalty in the Internet Age. In fact, because everything is more accessible (sharing, reviews, product descriptions, company backgrounds and even BBB ratings) the web has enabled much more communication between customers and the businesses that serve them. © 2003 - 2015 Provide Support LLC. Read more.

Loyalty 46

Loyalty 2003 2015 2016 46

Kustomer

DECEMBER 5, 2019

I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer experiences. Most importantly, I’ve seen that a maniacal focus on customer service wins every time. The Power of a Customer-Centric Platform.

Customer Service 98

Customer Service E-support Omnichannel Exceptional Customer Service 98

Experience Investigators by 360Connext

JUNE 22, 2015

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Help customers get to know your leaders.

Social Media 233

Social Media Engagement Magazine Innovation 233

2020 Research

SEPTEMBER 1, 2022

In times of recession, it’s important to know how to keep your business afloat and your customers happy. Consumers will set stricter boundaries for themselves when it comes to their purchasing habits. Branding is how you build trust with your consumers and achieve loyalty, which is especially crucial during recessions.

Brands 52

Brands 2022 Banking Advertising 52

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. Read more about the app here.).

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

2015 45

2015 Social Media Automotive Consumers 45

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership B2B Chief Customer Officer 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

Chadwick Martin Bailey

DECEMBER 30, 2015

In the post that started it all, Dr. Jay discusses one of the hottest topics in consumer insights: mining big data. In our introductory blog post to this new tool, CMB’s Erica Carranza discuss the best way to understand how your brand our product makes consumers feel and the role those feelings play in shaping consumers’ choices.

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Blog 2015 2016 Consumers 52