Customer Bliss

FEBRUARY 5, 2015

I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. It’s is a collection of ideas from customer experience authors, designers, and industry leaders. You’ll also find articles from: B.

Download 183

Download 2015 Chief Customer Officer Customer Experience 183

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking.

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

2015 163

2015 Customer Experience CEM Webinar 163

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. Download report for $195.

2015 102

2015 Customer Connectedness Customer Experience 2014 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? appeared first on Heart of the Customer. Is it the role of emotions? Employee engagement?

2015 83

2015 Customer Journey Mapping Customer Experience Customer Journey 83

Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. You can also download the dataset in Excel for $395.

2015 128

2015 Customer Connectedness Download 2014 128

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

Forrester

OCTOBER 6, 2015

But the Q3 2015 data from our Customer Experience Index is making it hard for an optimist like me to find a lot of bright spots. We're in a world fraught with persistent economic imbalances where customers with copious options are flexing their market muscles more than ever before.

2015 102

2015 Customer Experience Loyalty Customers 102

ijgolding

SEPTEMBER 24, 2015

During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience.

2015 87

2015 2014 Brands Customer Experience 87

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. 1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings.

2015 113

2015 Net Promoter Score 2012 2014 113

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. New ways to gather data and offer personalized experiences should add up to better customer experiences and smarter marketing. But what’s really right for your customers? Will they find your customer experience technology helpful, or creepy? I hope you enjoy it!

Technology 265

Technology Customer Experience Social Media 2015 265

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.

2015 65

2015 White Paper Customer Experience Customer Experience Design 65

Experience Matters

MAY 26, 2015

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). Six industries improved between 2014 and 2015, while 13 declined. population.

2015 119

2015 Customer Service 2014 Airlines 119

Experience Matters

NOVEMBER 23, 2015

Congratulations to winners of Temkin Group’s 2015 Customer Experience Excellence Awards : EMC Global Services , Safelite AutoGlass , and SunPower.

2015 67

2015 Customer Experience Customers 67

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.

2015 72

2015 Customer Experience Blog Customers 72

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!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

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. Brand (R)evaluations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

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.

2015 61

2015 Blog Customer Experience 2016 61

Experience Matters

JULY 22, 2015

In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S. Here are my posts that summarize the results for all of the 2015 Temkin Ratings: 2015 Temkin Experience Ratings (and 20 industry snapshots ). 2015 Temkin Forgiveness Ratings. 2015 Temkin Trust Ratings.

2015 89

2015 Consumers 2014 Insights 89

Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index benchmark for 2015. customer experience measurement. customer loyalty. CX Index Customer Experience customer experience measurement customer loyalty measure CX'

2015 103

2015 2014 Customer Experience Measurement 103

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.

2015 74

2015 Customer Experience 2016 Engagement 74

Experience Investigators by 360Connext

APRIL 6, 2015

Recently, I went behind the scenes at the world famous San Diego Zoo and the experience was so much fun! 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. Kaisa Ilola (@KaisaIlola) March 25, 2015.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Customer expectations are rising year over year.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

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. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28).

2015 40

2015 Customer Experience Article Customers 40

Forrester

APRIL 20, 2015

We''re starting a new CX season, too, with the first release of Forrester''s Customer Experience Index (CX Index™) benchmark for 2015. customer experience measurement. customer loyalty. CX Index Customer Experience customer experience measurement customer loyalty measure CX'

2015 97

2015 2014 Customer Experience Measurement 97

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.

2015 50

2015 Customer Experience 2016 Social Media 50

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

Experience Matters

JULY 28, 2015

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort.

2015 97

2015 Engagement 2014 Download 97

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Forrester

NOVEMBER 7, 2014

Since 2007, the average customer experience in the industries that Forrester tracks has gone up across the board, and the number of truly awful experiences has dropped like a rock. So if your CX is average, it''s just not good enough to win, serve and retain customers. Customer Experience. Predictions 2015.

2015 109

2015 2007 2014 Loyalty Programs 109

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. Published on: January 08, 2016. With over $4.45

2015 49

2015 E Commerce Customer Experience 2014 49

Experience Investigators by 360Connext

APRIL 28, 2015

As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. Here are some more highlights from the 2015 Temkin Forgiveness Ratings: With a score of 47%, supermarket chains were the only industry to earn a “very strong” average Forgiveness Rating and outpaced its nearest competition by six percentage-points.

2015 105

2015 2014 Insurance Airlines 105

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Matters

APRIL 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Companies that are industry leaders or in the top 10% overall of the Temkin Experience Ratings can publicly display these badges.

2015 105

2015 Wireless Airlines Hotels 105