Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

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2015 Customer Service Customer Centricity Social Media 66

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

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2015 E Commerce Customer Service Social Media 49

Think Customers

SEPTEMBER 20, 2015

While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. Here's my list of the most noteworthy customer experiences from the summer of 2015. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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2015 Customer Experience Blog Customers 107

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Customer service is no different. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction.

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Customer Engagement Engagement Social Media Sports 88

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. They are attuned to customer and client needs.

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Customer Centricity 2015 Brands 2014 88

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. SXSW 2015 was no exception. But what’s really right for your customers? SXSW: Customer Experience Technology.

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Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social customer care is going to be with us forever. 30, January 2015. What about you?

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Customer Care Social Media Marketing Webinar 299

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016. Read the full post here.

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2015 Customer Experience 2016 Social Media 50

Think Customers

DECEMBER 27, 2015

As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

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2015 Customer Experience Blog Customers 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

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

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2015 E Commerce Customer Experience 2014 49

Think Customers

JANUARY 3, 2016

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience.

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2015 Customer Experience 2016 Engagement 74

Andrew Maher

JUNE 7, 2015

Boy did I feel lucky I was part of a A-Team lineup which spoke at the Avaya Engages 2015 in London this week. Three things just threw me for a loop. Being part of the trio with Andy Cunningham (CMO and legend in Tech Marketing) and Gary Barnett (SVP and General Manager) was for me […].

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Customer Engagement Engagement 2015 Customers 61

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.

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Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. Our mission, after all, is to create fewer ruined days for customers. All set with your shiny new strategies and bold new plans?

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2015 Webinar Entertainment Leadership 247

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

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2015 Blog Customer Experience 2016 61

Braze

SEPTEMBER 28, 2023

Check out some of the best content from our annual customer engagement gatherings from over the years, since the launch of LTR in 2015 to the debut of Forge in 2020 and beyond.

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2015 2020 Customer Engagement Engagement 59

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

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. The post THE 2015 CUSTOMER EXPERIENCE OUTLOOK appeared first on Mike Wittenstein. Joseph Pine II & James H.

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2015 Customer Experience Article Customers 40

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! Stay tuned!

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Insights Customer Experience Customer Journey Mapping 2015 236

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Customer support is frictionless. And customers are happy to send new business your way. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

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2015 Social Media Customer Satisfaction Customer Centricity 207

Experience Investigators by 360Connext

APRIL 23, 2015

Have you ever struggled with how you can listen better to your customers? Amy agreed to an impromptu interview at the TripIt Lounge to share some ideas about feedback and customer input for my podcast which I co-host with Adam Toporek , Crack The Customer Code. Jon Galloway (@jongalloway) April 12, 2015. Think about it.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

APRIL 6, 2015

I was in San Diego for the Next Generation Customer Experience conference and when we were offered the opportunity as part of the conference schedule, I jumped at it. Their customer experience challenge started with developing a differentiated customer experience between the Zoo and the Park. The answer – it’s an adventure!

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Customer Experience Customer Experience Professionals 2015 Roadmap 270

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Boosting customer satisfaction with Alliant Energy.

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ROI Measurement Brands Net Promoter Score 269

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.

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Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

JANUARY 26, 2015

are familiar with customer experience terms and ideas, most people still are not. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences. . As customers, we know when we’ve had a poor customer experience and we know right from wrong.

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Customer Experience Social Media Leadership Airlines 274

Tricia Morris

APRIL 22, 2016

On May 23 – 25, the Nation’s Capital plays host to CRM Evolution , accompanied by the Customer Service Experience and SpeechTEK conferences running concurrently. Eric will talk about his and his brand’s efforts to put knowledge to work in delivering more satisfying customer service at scale while saving an estimated $3 million.

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Customer Engagement Insights Engagement 2015 40

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

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Contact Center Customer Engagement Blog Engagement 44

Experience Investigators by 360Connext

DECEMBER 23, 2015

In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […]. The post Know What Customers Expect? appeared first on Customer Experience Consulting. 5 Onion Headlines that Nail It!

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Customer Expectations 2015 Consulting Article 154

Experience Investigators by 360Connext

JULY 9, 2015

But the idea of making it difficult for customers to cancel a subscription service as a business strategy ? I canceled both of them recently, and the way my cancelation request was handled is a tale of two very different experiences, and shows how saying one thing and doing another is really not a great way to treat customers.

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2015 Social Media Consulting Customers 249

Forrester's Customer Insights

NOVEMBER 19, 2014

Forrester recently published its 2015 Predictions for Asia Pacific. I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements.

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2015 Customer Insights Insights Customer Engagement 54

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. Robert Schmid (@roberteschmid) January 7, 2015. Here are a few ideas.

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Marketing Innovation Transportation Demo 250

Martin Hill-Wilson

JUNE 4, 2015

The interplay between customer and employee engagement. Engagement levels are lowest in sales and service functions, where most interactions with customers occur. 50% of service workers are not engaged and an additional 22% are actively disengaged. This is a hot topic. 12 months later this had fallen to 6.5.

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Customer Engagement Engagement 2015 Roadmap 56

Think Customers

DECEMBER 8, 2014

Disruption in business involves having the ability to sense changes occurring in technology, customer behaviors, and product demands and being able to evolve quickly and implement plans outside the norm for long-term survival. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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2015 Innovation Customer Engagement Blog 81

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . Post by 360Connext – Customer Experience Investigation. A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. So, yes, there are things to complain about. It is not dead. People are amazing.

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Interaction 2015 Innovation Fashion 275

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

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Customer Insights Insights Webinar Innovation 145

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Women, he believes, consider the customer more. YWCA Chicago (@YWCAChicago) June 10, 2015. It’s all about the customer!

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2015 Leadership Innovation 2014 217