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

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. More customers this year doing more shopping online, asking more questions and expecting better and faster service across more channels, including their smartphone. Feeling stressed already that your brand might wind up on the naughty list for customer service? billion holiday haul.

2015 77

2015 Customer Service E Commerce E-support 77

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 Experience Customer Journey Mapping Customer Journey 83

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. In 2015, the race from good to great CX will hit the gas pedal.

2015 109

2015 2007 2014 Loyalty Programs 109

Beyond Philosophy

JULY 19, 2017

Taking care of your best customers is an age-old concept. Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. How to Up Your Loyalty Program’s Game.

Loyalty 116

Loyalty Loyalty Programs 2017 Books 116

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.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

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. Download report for $495. includes report plus dataset in Excel).

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

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

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

Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

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. To hit a home run the 299 brands we studied had to do more than make customers happy. They had to design and deliver a CX that actually helps the business by creating and sustaining customer loyalty.

2015 103

2015 2014 Customer Experience Measurement 103

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. To hit a home run, the 299 brands we studied had to do more than make customers happy. customer experience measurement. customer loyalty. customer loyalty.

2015 97

2015 2014 Customer Experience Measurement 97

Customer Bliss

AUGUST 20, 2015

Its time to replace the word ‘loyalty’ with the word desire. What I’ve experienced and observed is that ‘loyalty’ can be something to go get from customers, rather than something to be earned. This drives behavior to try to get more loyalty by pitching that second product or second service.

Chief Customer Officer 234

Chief Customer Officer 2015 Loyalty Innovation 234

Kayako

FEBRUARY 14, 2018

When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What do we mean when we say “loyalty?” Loyalty usually refers to a strong sense of support or allegiance.

Loyalty Programs 72

Loyalty Programs Loyalty Brands Retail 72

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.

2015 107

2015 Customer Experience Blog Customers 107

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

transcosmos Information Systems

MAY 25, 2015

For the most part, the fundamentals of customer service remain the same. It’s no secret that mobile networks, social media and the widespread use of smartphones drastically altered the customer service landscape. Customers are now seeking to buy products from companies whose values or philosophies align with their own.

2015 82

2015 Multi-Channel Social Media Definition 82

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?

2015 122

2015 CEM 2002 Books 122

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.

2015 72

2015 Customer Experience Blog Customers 72

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

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

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. in 2015—an increase of more than eight points—after two straight years of declining scores.

2015 89

2015 NPS Net Promoter Score B2B 89

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?

2015 247

2015 Webinar Entertainment Leadership 247

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.

Technology 265

Technology Customer Experience Social Media 2015 265

ijgolding

DECEMBER 22, 2014

These pieces of plastic are all to do with loyalty schemes – coffee shops; retailers; hotels – and this is not all of them!!! The lovely Mrs Golding is in desperate need of a new purse this year (I hope you are reading this Santa) due to the excessive bulging being caused by cards from loyalty schemes. Do they really work?

Loyalty 107

Loyalty Hotels 2015 Customer Retention 107

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?

Customer Care 299

Customer Care Social Media Marketing Webinar 299

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

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.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Currency Alliance

DECEMBER 21, 2016

They’ll be able to integrate their loyalty program, too – collecting loyalty currency and using coupons. The future of customer loyalty is mobile. Up from $75 billion in 2015. Customer loyalty must be simple and convenient for consumers to embrace it. With skepticism.

Loyalty 40

Loyalty Loyalty Programs 2015 2020 40

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 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!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

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. brand customer experience loyalty marketing' Do you have a favorite?

2015 68

2015 Brands 2014 Retail 68

Think Customers

JANUARY 6, 2015

With each passing year, customer expectations become increasingly daunting. Companies find themselves racing to keep pace with the latest strategies and technologies. Yet, often times, the greatest innovators are those who keep things simple. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 109

2015 Loyalty Innovation Blog 109

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

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

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? Hint: It all comes back to K.I.S.S.ing.).

2013 244

2013 2011 2012 2010 244