Beyond Philosophy

MARCH 16, 2015

The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Colin is an international author of four bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

2015 122

2015 CEM 2002 Books 122

Provide Support

NOVEMBER 8, 2016

4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season. With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush. Total planned spending this year is second only to the record total spending in 2015, at $952.58. Read more.

2016 73

2016 Customer Satisfaction Average Handle Time 2003 73

Provide Support

AUGUST 18, 2015

3 Most Important Drivers of Customer Satisfaction. How to increase customer satisfaction? There are so many tips online on how to boost customer satisfaction that sometimes one can get lost in the flood of information. How can you ensure that your customer service is swift and easily available?

Customer Satisfaction 87

Customer Satisfaction Customer Service Multi-Channel 2015 87

Talkdesk

AUGUST 25, 2016

Historically, the world of call center customer service has been all about the numbers. When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem. State of Customer Service Report : 55% of consumers expect better customer service now than in 2015.

Customer Satisfaction 41

Customer Satisfaction Metrics Call Center Insurance 41

Alida

NOVEMBER 25, 2016

The result: 85 percent reduction in research costs in 2015 alone. Boosting customer satisfaction with Alliant Energy. The business world has seen the rise of customer experience (CX) over the last decade. Meanwhile, customer satisfaction increased by 15 index points and the company’s NPS got an 88 percent boost.

ROI 269

ROI Measurement Brands Net Promoter Score 269

GetFeedback

JULY 11, 2018

Much of this can be attributed to the passive approach that businesses take towards customer feedback, where they expect disengaged customers to contact them with complaints or feedback they’d like to share. Creating an integrated Voice of the Customer program. Remember, nobody owns customer experience.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

GetFeedback

DECEMBER 27, 2018

To increase engagement, surveys need to live where your customers live: on their phones. Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. What drives customer satisfaction ?

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Kerry Bodine

OCTOBER 11, 2021

In the past, one of my favorite studies to cite showed a correlation between employee engagement at big box retailers like Kohl’s, Costco, and Best Buy and customer satisfaction with those same firms. But with a publication date of 2015 , it’s a stretch — to say the least — to call it an accurate representation of the current market.

2021 90

2021 Connections 2015 Employee Experience 90

Talkdesk

JANUARY 26, 2015

Each year our team makes a New Year’s Resolution to put the customer first, but that’s about as far as it goes. No one really knows what that means, or how to actually put the customer first. So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015.

2015 50

2015 E Commerce E-support 2010 50

Alliance by IFS

APRIL 8, 2015

Many emerging field service trends from years past are solidifying themselves as industry-norms that service companie s should optimize on to achieve success in 2015 and beyond. Among the most impactful trends are: Heightened Customer Expectations. Customer Experience and Engagement . Improved Remote Assistance.

2015 22

2015 Customer Satisfaction Customer Retention Customer Expectations 22

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

Experience Investigators by 360Connext

JULY 24, 2015

What customer experience metrics will survive? Dashboards showing just customer satisfaction rate as the only customer metric are short-sighted, to say the least. Sprout Social (@SproutSocial) July 22, 2015. Who will be the next great leader in delivering exceptional experiences? (If pic.twitter.com/q0W0mvrx8R.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

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. Follow on LinkedIn. Richard Shapiro, Founder and President at TCFCR.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

APRIL 6, 2015

That choice even makes the longer drive to the Safari Park a part of the customer’s expectation. Kaisa Ilola (@KaisaIlola) March 25, 2015. Today, the San Diego Zoo Safari Park customer experience changeover has been declared a success with an increase in name recognition , customer satisfaction and growth.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom.

Airlines 122

Airlines Travel 2015 Culture 122

Tricia Morris

AUGUST 4, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. A newly-released 2015 U.K. The 2015 U.K. billion annually due to poor customer service, consistent delivery of satisfying service across channels has never been more important. Download the 2015 U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. What is your view of where the Customer Experience movement is?

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137

Forrester

NOVEMBER 7, 2014

federal customer experience (CX) is crucial to our nation''s long-term security. Improving federal CX is about far more than just boosting an agency''s ranking on the American Customer Satisfaction Index (ACSI) or raising a Net Promoter Score. Customer Experience. Predictions 2015. Improving the U.S.

Net Promoter Score 95

Net Promoter Score 2015 Customer Experience Customer Satisfaction 95

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 81

Government Customer Service White Paper 2015 81

CSM Magazine

JULY 29, 2015

Customer experience can make or break a brand, with consumers now elevated to a position where they are empowered to either evangelise or antagonise a brand via the proliferation of Social Media avenues available to them. A bad experience can spread like wildfire through social creating a number of negative hurdles for marketers to overcome.

2015 69

2015 Marketing Customer Experience Multi-Channel 69

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. But there’s still a way to go, and for customer support to really thrive it needs the backing of the board – just like marketing and sales departments. Now onto the best of 2015!

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction. Computer Vision AI Comes of Age.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

Tricia Morris

JULY 13, 2015

In the newly-published 2015 U.S. Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind.

2015 94

2015 Download Innovation Social Media 94

Tricia Morris

MAY 18, 2015

According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report which surveyed 901 contact centers across 72 countries, more than half are now multichannel ones managing at least eight different forms of contact methods. Six in 10 contact centers say they have no social customer service capabilities.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS).

E Commerce 76

E Commerce Customer Service Social Media 2015 76

Eptica

JUNE 11, 2020

No wonder that the UK Customer Satisfaction Index, released in January by the Institute of Customer Service , found that customer satisfaction is at its lowest level since July 2015. The impact of knowledge on current customer satisfaction. Customer service: why you can learn from the classics.

Customer Service 72

Customer Service Customer Centricity 2020 Customer Satisfaction 72

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Beyond Philosophy

NOVEMBER 10, 2014

The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Eptica

MARCH 11, 2020

As a reminder, the UK Customer Satisfaction Index (UKCSI), released in January by the ICS, shows that customer satisfaction is at its lowest level since July 2015 , the fifth consecutive fall in the twice-yearly index and the longest period of decline in the report’s history. This is far from the truth.

2020 72

2020 Customer Service Customer Satisfaction Culture 72

Call Experts

SEPTEMBER 23, 2021

The leader in customer experience solutions and management, our team adds value to your organization by implementing award-winning support systems that deliver customer satisfaction and efficiency. Digital.com was founded in 2015 and was formerly known as Review Squirrel. ABOUT CALL EXPERTS.

Contact Center 52

Contact Center 2015 Healthcare 2021 52

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.

Customer Service 98

Customer Service E-support Omnichannel Exceptional Customer Service 98

ChurnZero

FEBRUARY 4, 2022

In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. We cover: How does customer success work with investors? How to visualize the financial value of customer satisfaction. Customer satisfaction.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index.

Customer Experience 72

Customer Experience 2013 2014 2015 72

Quadient

DECEMBER 16, 2021

Executive office customer experience order: what it is. This executive order expands upon previous executive orders issued in 1993, 2011, 2015 and 2021 seeking to improve government customer/constituent experience. Let’s take a look at the E.O. and what changes it signifies for you over a few blog posts and short videos.

Government 52

Government Customer Experience Multi-Channel Document 52

Beyond Philosophy

NOVEMBER 24, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Putting the Power of Your People to Work.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Forrester

JULY 7, 2015

Last week I stumbled across The Behavioral Economics Guide, 2015 (which you can find here ). A graphic that plots the relative Google search frequency of the term "customer satisfaction" against the search frequency of the term "customer experience.". And there, on page 8…big score! Then in 2010 - pow!

2010 100

2010 2008 2011 2012 100

InMoment XI

DECEMBER 20, 2017

Customer Satisfaction The Primary Objective The VKB’s fundamental aim is that of a thoroughly customer centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.

2015 200

2015 Customer Centricity Customer Satisfaction Customer Journey 200