Tricia Morris

OCTOBER 1, 2015

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. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

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2015 Customer Expectations Customer Service Poor Customer Service 97

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) Here are some more highlights from the 2015 Temkin Web Experience Ratin gs: Across all five years of the rating, either USAA or Amazon.com has earned the top spot. consumers during January 2015.

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2015 Airlines Hotels Banking 96

Experience Matters

JUNE 23, 2015

Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin Emotion Ratings. Do you want to the data from the 2015 Temkin Emotion Ratings? consumers during January 2015. Quotas were set to mirror the U.S.

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2015 Airlines Hotels Insurance 133

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.

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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.

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Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

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Tricia Morris

NOVEMBER 13, 2015

Someone is inevitably going to be injured fighting for a sweet deal on an Xbox One, interactive R2-D2 (probably me – sad beep), Apple Watch, or worse, a $10 crock pot. For November and December 2015, U.S. —————— Read More About 2015 Customer Service Expectations. billion holiday haul.

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2015 Customer Service E Commerce E-support 77

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings , while USAA took three of the next four spots for its banking, insurance, and credit card business. consumers during January 2015. It uses feedback from 10,000 U.S.

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2015 Airlines Insurance Wireless 125

Experience Matters

MAY 20, 2015

Congratulations to Hannaford , Publix , Aldi , Lowe’s , credit unions , PetSmart , Trader Joe’s , Amazon.com , Bed Bath & Beyond , Advance Auto Parts , and Walgreens for earning the top 10 scores in the 2015 Temkin Effort Ratings. Do you want to the data from the 2015 Temkin Effort Ratings? population.

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2015 Airlines 2014 Hotels 95

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. Look no further!

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2015 Customer Service Customer Centricity Social Media 66

Experience Matters

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. see last year’s data snapshot ).

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2015 Insurance 2014 Download 95

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. This is the sixth annual benchmark of CX activities, competencies, and maturity levels. This year we found an abundance of CX ambition and activity. This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities.

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2015 Customer Connectedness Management 2014 106

Experience Matters

MARCH 30, 2015

We just published a Temkin Group report, State of the CX Profession, 2015. This is the fifth year that we’ve examined the roles of CX professionals and the second year that we’ve done a compensation study.

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2015 Download Interaction Customer Experience 96

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. Activision combines this dedication to listening to its players with a willingness to redesign significant interactions. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards.

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2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. The most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is interaction satisfaction. This is the fifth year of this study that examines the CX metrics efforts within large companies.

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2015 Metrics Net Promoter Score 2011 74

Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

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transcosmos Information Systems

MAY 25, 2015

It’s just a question of how exactly these ubiquitous devices are making an impact on how we interact with clients and customers. We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015. Faster everything.

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2015 Multi-Channel Social Media Definition 82

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

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2015 Customer Experience 2016 Social Media 50

ijgolding

DECEMBER 30, 2014

There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. That is why the significance of Customer Experience in driving the sustainable growth of businesses must become even more prominent in 2015, not less. So what should we be looking for in the world of Customer Experience in 2015?

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2014 2015 Customer Experience Customer Experience Professionals 85

Talkdesk

JANUARY 22, 2015

Because 2015 is the year of the customer. With a plethora of customer data, business tools that transform that data into actionable intelligence and no shortage of channels to interact with your customer - you simply have no excuse to not exceed your customers’ expectations. In 2015, consumers are busy, well informed and tech-savvy.

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2015 Customer Satisfaction Customer Centricity E Commerce 50

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. consumers about their recent interactions with 283 companies across 20 industries. Here’s the executive summary: To understand the effect of good and bad experiences, we asked 10,000 U.S. Download report for $195.

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2015 Customer Connectedness Retail Download 113

Talkdesk

JANUARY 26, 2015

So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015. Now allow me to keep it with some helpful tips on how you and your team can provide better customer support in 2015: Tip #1 Know everything about your customers. Do I have your attention now?

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2015 E Commerce E-support 2010 50

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. The 2015 U.S.

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2015 Consumers Loyalty Brands 101

Kerry Bodine

JUNE 20, 2015

August 13, 2015. September 27 – 29, 2015. October 2 – 3, 2015. October 8, 2015. June 30 – July 1, 2015. Interactive Customer Experience Summit. June 28 – 30, 2015. Transforming the Fan Experience 2015. June 29 – 30, 2015. September 1 – 2, 2015. September 2 – 3, 2015.

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Events 2015 2016 CEM 97

Forrester's Customer Insights

NOVEMBER 19, 2014

Forrester recently published its 2015 Predictions for Asia Pacific. Hence 2015 will be a year of increased fragmentation as reliance on analytics spreads across organizations. I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations.

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2015 Customer Insights Insights Customer Engagement 54

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. Trends are always a big part of SXSW , but each year it comes down to people.

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Technology Customer Experience Social Media 2015 265

GetFeedback

JULY 11, 2018

In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. How to tell when you’ve lost touch.

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2015 Social Media Customer Satisfaction Customer Centricity 207

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries.

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CSM Magazine

JULY 29, 2015

hours per day on their smartphones and 85% said mobile devices are a central part of everyday life, so as the mobile becomes ever more central to our lifestyles and shapes the way in which we research and interact with brands, a mobile-first mindset is essential for marketers planning their strategy.

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2015 Marketing Customer Experience Multi-Channel 69

Alida

FEBRUARY 22, 2017

It’s not even based on the number of interactions you have with them. billion in 2015 —up 12 percent from the previous year. As I discuss above, interactions alone don’t showcase the true value of relationships. Let’s consider the metaphor of personal relationships. billion in market value by 2018. Not really.

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Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Q: How long have you been working with Interactions? Q: Why did you choose to partner with Interactions? Time flies!

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Gainsight

APRIL 26, 2023

PAL offers highly interactive, practical courses to help professionals in the CS, PX, and Community fields sharpen their skills. Pulse Crossing the Pond to Europe We also have fond memories of Pulse 2015, the first year Pulse took over the world. Taylor Swift and Vanilla Ice At Pulse 2015, Taylor Swift stole the show!

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2015 2023 2013 2022 52

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. Now onto the best of 2015! This article emphasizes taking out that mechanical feel to support, and begin thinking of the customer as a person in this interaction and not as a chain of demands.

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2015 Net Promoter Score Multi-Channel Social Media 35

Customer Interactions

JULY 7, 2015

More than 1,500 attendees, consisting of customers, industry leaders and experts, gathered on June 2nd for the kick-off Interactions 2015, the largest customer event of the year!

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2015 Interaction Events Customers 59

Tricia Morris

AUGUST 4, 2015

A newly-released 2015 U.K. The 2015 U.K. Download the 2015 U.K. With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010 , it has never been more important for U.K. With more than 60% of U.K. With more than 60% of U.K. With more than half of the U.K.

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Poor Customer Service Consumers Brands Customer Service 99

Think Customers

DECEMBER 29, 2015

Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. But even as consumers become increasingly reliant upon their mobile devices to communicate and interact with businesses, this doesn't necessarily translate into a satisfactory mobile experience.

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Customer Centricity 2015 Insurance Retail 72

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact. 19 March 2015.

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