Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. The NRF projects that almost half (46%) of all holiday shopping will be done online this year, the highest percentage in the history of the NRF consumer survey, with 37.9% will rise between 6 and 8% this year. billion holiday haul. Consider this.

2015 77

2015 Customer Service E Commerce E-support 77

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.

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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.

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2015 Net Promoter Score Wireless Airlines 102

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? Is it the role of emotions? Employee engagement? Crowdsourcing journey maps? appeared first on Heart of the Customer.

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2015 Customer Journey Mapping Customer Experience Customer Journey 83

Tricia Morris

AUGUST 4, 2015

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. consumers surveyed saying that they have higher expectations for service now than they did a year ago, and First Direct research survey showing that U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

Strativity

MARCH 17, 2015

This complimentary virtual conference spotlights proven best practices for building customer loyalty by employing better engagement techniques and increasing retention via improved personalization technologies. The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity.

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2015 Connections Consumers Customer Journey Mapping 40

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?!

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Loyalty Hotels 2015 Customer Retention 107

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

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.

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Loyalty Programs Loyalty Brands Retail 72

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. In 2015, that’s all subject to change - and rightfully so.

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2015 Chief Customer Officer 2003 Customer Centricity 71

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. For example, the iPhone 6 Plus is set up for mobile payments and makes on-the-go shopping a breeze for consumers. Streamlined Loyalty Programs. Not sure where to start? Always Be Customer-Centric.

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Consumers Loyalty Programs 2013 2015 72

Beyond Philosophy

MARCH 16, 2015

The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy.

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2015 CEM 2002 Books 122

CloudCherry

DECEMBER 20, 2017

However, the consumer is evolving at the speed of light, and, thanks to technological advancements, the customer journey is changing just as quickly. Consumers used to be significantly more passive, and certainly had a higher level of trust in brands and the promises they were made. Not long ago, mapping that path was relatively easy.

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Customer Journey Touchpoint Social Media Consumers 225

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

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.

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Loyalty Loyalty Programs 2015 2020 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.

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Consumers E Commerce Social Media 2015 59

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. Parrish explains, “A good customer experience drives loyalty for companies that also perform better. Tie CX efforts to revenue.

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Customer Experience Omnichannel 2015 Retail 183

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. . A good mobile app adds to the customer experience, and creates brand loyalty. As technology continues to evolve, so will the way consumers and businesses interact.

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Travel 2018 Airlines Books 117

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. billion in 2015 —up 12 percent from the previous year. Loyalty program software does something similar, tracking how much people spend with a company. Move beyond transactions .

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Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Currency Alliance

DECEMBER 21, 2016

In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs. Much has been made of customer apathy around loyalty programs in recent years.

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Loyalty Programs Loyalty 2015 Customers 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

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS.

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Insights Customer Experience Customer Journey Mapping 2015 236

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.

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2015 Social Media Automotive Consumers 45

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

2020 Research

SEPTEMBER 1, 2022

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. Let Your Consumers Create Your Profiles. Do not expect loyalty from your customers — earn it.

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Brands 2022 Banking Advertising 52

Experience Investigators by 360Connext

JUNE 22, 2015

67% of consumers have used a company’s social media site for servicing, according to J.D. A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Nothing thrills a devoted customer more than being recognized for loyalty. Social media as a customer service channel is now a given.

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Social Media Engagement Magazine Innovation 233

Provide Support

MAY 10, 2016

Building Customer Loyalty in the Internet Age. It really comes down to a matter of choices: the ways in which you reach out to consumers and how they decide to provide feedback. © 2003 - 2015 Provide Support LLC. Therein lies the rub. Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

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Loyalty 2003 2015 2016 46

Currency Alliance

OCTOBER 11, 2018

By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty. Mobile check-in can also be deployed to upsell room selection, to offer customized key collection, or can be integrated with a loyalty program to confirm benefits such as lounge-access or free Wi-Fi.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Currency Alliance

FEBRUARY 15, 2018

The UK’s RPI data shows services becoming progressively more valuable over time, whilst consumer goods remains flat [vii]. A 2015 PwC report sounded the death-knell for no-fees banking in the UK. [ix]. This is, in effect, a monetized loyalty strategy. Tesco Home Phone & Broadband was sold in 2015 [xiv].

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Retail Brands Banking 2015 110

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.

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2015 Loyalty Programs Loyalty Customers 80

Eptica

FEBRUARY 5, 2020

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. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

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Customer Satisfaction 2020 2019 2015 72

West Monroe

MARCH 27, 2017

While this number dropped from 6,270 FDIC-Insured banks in September of 2015, total assets actually increased from $15.8 trillion in 2015 to $16.7 As the banking consumer grows more loyal, they no longer use multiple banks for their various financial services needs. trillion in 2016.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Tricia Morris

JULY 23, 2015

In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands. For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now.

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Innovation Customer Service 2015 Customer Service Representative 105

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! Jeannie will be leading a roundtable discussion about understanding microinteractions and how they can lead to increased loyalty, brand advocacy, and an overall improved customer experience. .

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Events Customer Experience Webinar Telecommunications 223

CSM Magazine

JULY 29, 2015

In this current, highly connected world, nearly every organisation is working toward establishing a meaningful customer experience across all channels, and with mobile and social now so intrinsically ingrained in consumers’ daily routines, the expectation for complete and uninterrupted satisfaction has never been greater.

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2015 Marketing Customer Experience Multi-Channel 69

Kustomer

DECEMBER 5, 2019

Over the years, I have talked with hundreds of customer service leaders and although they have wanted to deliver exceptional customer experiences, their legacy ticket-centric technology solutions could not effectively enable these leaders to meet the expectations of today’s consumers – forget about exceeding those expectations.

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Customer Service E-support Omnichannel Exceptional Customer Service 98