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.

2015 77

2015 Customer Service E Commerce E-support 77

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. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

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.

2015 82

2015 Multi-Channel Social Media Definition 82

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. A customer who comes back for more.

Loyalty Programs 72

Loyalty Programs Loyalty Brands Retail 72

Influitive

OCTOBER 11, 2015

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. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

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.

Technology 265

Technology Customer Experience Social Media 2015 265

CloudCherry

DECEMBER 20, 2017

Consumers Are Using More Touchpoints Than Ever to Interact with Brands. It’s interesting to look at the number of touchpoints consumers use to interact with brands. Fast-forwarding to 2015, we find that a little over 74% of consumers use between 3 and 7 touchpoints to interact with brands. resorting to 4 touchpoints.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

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. Loyalty program software does something similar, tracking how much people spend with a company.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

TechSee

JUNE 16, 2022

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. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. August 13, 2015. September 27 – 29, 2015. October 2 – 3, 2015. October 8, 2015.

Events 97

Events 2015 2016 CEM 97

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.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

QuestionPro Audience

JANUARY 3, 2018

A good mobile app adds to the customer experience, and creates brand loyalty. In 2018, it is expected that 79% of airports around the world will offer CRM tools in their mobile apps to help track customer behavior and improve personalization and brand loyalty, up from 30% in 2015.

Travel 117

Travel 2018 Airlines Books 117

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. Boosts customer loyalty Happy customers become attached to the brand and may constantly choose your business over competitors. They also generated “50% more earnings.”

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. If expectations were met but not exceeded in an interaction with this type of brand, then the customer could still feel disappointed.

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

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.

2015 69

2015 Marketing Customer Experience Multi-Channel 69

Currency Alliance

OCTOBER 11, 2018

By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty. Mobile check-in can also be deployed to upsell room selection, to offer customized key collection, or can be integrated with a loyalty program to confirm benefits such as lounge-access or free Wi-Fi.

Hotels 40

Hotels Hospitality Loyalty Travel 40

2020 Research

SEPTEMBER 1, 2022

Branding is how you build trust with your consumers and achieve loyalty, which is especially crucial during recessions. In this article, we’ll walk through five takeaways we found in our 2022 US Banking Industry Loyalty Report , so you can better understand how to maintain brand trust: Share the “Why” Behind Your Business’ Purpose.

Brands 52

Brands 2022 Banking Advertising 52

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. What will she bring back with her in the CXI® Evidence bag?

Events 223

Events Customer Experience Webinar Telecommunications 223

West Monroe

MARCH 27, 2017

While this number dropped from 6,270 FDIC-Insured banks in September of 2015, total assets actually increased from $15.8 trillion in 2015 to $16.7 Through automated and timed reports, interactive dashboards, and workflows that allow you to work smarter and not harder, you strengthen your bond within your own teams.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

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. Sixty-three percent (63%) of the 1,000 U.K. With more than 60% of U.K. With more than 60% of U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

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.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. I am a huge fan since it has saved me more than once.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Eptica

FEBRUARY 5, 2020

Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Every interaction has three components: Success, Effort, and Emotion. See the 2015 Temkin Effort Ratings.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Experience Investigators by 360Connext

NOVEMBER 20, 2014

B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management' More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Beyond Philosophy

JUNE 21, 2015

Virgin knows that emotions play a large part in how the day-to-day interactions transpire and evoking the right ones is essential to having a good experience, whether looking at the Employee’s Experience or the Customer’s. Reserve your spot at this informative webinar presented Thursday, June 17th, 2015.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

Kustomer

DECEMBER 5, 2019

So in 2015, my co-founder, Jeremy, and I started Kustomer to transform the customer service experience by making it more personal as well as less stressful and time consuming. The Power of a Customer-Centric Platform.

Customer Service 98

Customer Service E-support Omnichannel Exceptional Customer Service 98

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Research backs up this need for empathy.

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

Provide Support

JULY 12, 2016

When it comes to customer loyalty, it’s small gestures that get appreciated the most and remembered. Adding a simple personal touch to every interaction you have with your customers has a big impact on how they perceive your brand. Let’s take a look at how you can win greater customer loyalty with a few small personalized gestures.(.).

2003 47

2003 2015 2016 Loyalty 47

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. On the positive side, brands can differentiate themselves and grow by offering a superior customer experience that meets consumer needs and drives loyalty and increased sales.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Eptica

AUGUST 11, 2015

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

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

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.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

Beyond Philosophy

DECEMBER 19, 2017

These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Putting customers at the center of everything you do is essential to providing the Customer Experience that fosters brand advocacy and loyalty.

2002 153

2002 2017 Customer Centricity Consulting 153

Second to None

FEBRUARY 22, 2019

While the illusiveness of emotions can avert businesses from recognizing their significance, learning how to interpret and apply customers’ emotions towards improving your services will greatly improve your CX and increase loyalty. 5) Immediate goal refers to the customer’s objective in the interaction. [3] 2,3] Burns, Megan.

Customer Experience 54

Customer Experience Voice of Customer Reference 2015 54

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. This is one reason for continued high call volumes to utility contact centers.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Beyond Philosophy

NOVEMBER 18, 2014

How well is the organization matrixed across departments that pull together for Customer-facing interactions? Or they might have several channels that interact with Customers, but they are separate and many times conflicting. Once you do that, however, it is critical that you present that message through every interaction.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

White Paper 45

White Paper Engagement 2015 Customer Experience 45