Customer Bliss

AUGUST 3, 2017

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Customers actually want more of the emotional side of it.

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Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. We’ll get into further detail later: Brand.

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Experience Investigators by 360Connext

JUNE 9, 2015

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The ultimate goal is to win customers and maximize their lifetime value. E is for Extra.

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Customer Experience Net Promoter Score Hotels 2011 292

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

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Customer Experience 2016 2017 Wireless 59

Forrester

NOVEMBER 2, 2016

What do Indian customers think about the experiences they have with companies in India? To find out, in 2016, Forrester used its Customer Experience Index ( CX Index TM ) methodology to measure and benchmark the CX of 72 India brands across eight industries. Here's a sneak-peak into the report.

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2016 2015 Customer Experience Measurement 80

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Forrester

SEPTEMBER 9, 2016

The 2016 China Customer Experience Index report, which I co-authored with APAC CX team principal analyst Ryan Hart , went live last Thursday at the Forrester's CX MARKETING SHANGHAI 2016 forum. We use this methodology to create an annual benchmark of CX quality at large brands operating in the Chinese market.

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2016 Customer Experience Loyalty Measurement 56

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Emotion Arising.

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Forrester

OCTOBER 5, 2016

Last week, my colleague Rick Parrish discussed the stagnation in CX for Canadian brands from our Canada 2016 Customer Experience Index™ In this post, I'll explore another big finding from our research: The way an experience makes customers feel has a bigger influence on their loyalty to a brand than the effectiveness or ease of the experience.

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2016 Loyalty Customer Experience Brands 80

Forrester

JULY 13, 2016

I'm excited to announce that Forrester's CX Marketing Singapore 2016 event is less than 6 weeks away. As all organizations operating in Singapore and in South-East Asia understand, customer experience (CX) is fast becoming the only competitive differentiator for their business. Read more Categories: Customer Experience.

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2016 Marketing Customer Experience Competitive Advantage 64

Forrester

AUGUST 5, 2016

CX professionals often think that getting emotion right is simple: Make your customers happy, not angry. However, we find that anger and happiness do not have a very strong influence on customer loyalty. Customer Experience. Customer Experience Index. Read more Categories: CX. emotion.

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2016 Loyalty Customer Experience Brands 75

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application.

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2016 Customer Service Presentation Metrics 69

Tricia Morris

DECEMBER 18, 2015

Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

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2016 Chief Customer Officer Customer Service 2015 72

ShepHyken

NOVEMBER 21, 2016

But, we don’t live in a perfect world – and sometimes that experience will be a revelation of flaws with the CX and opportunities to improve customer experience. Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. Salesforce Survey Shows Customer Experience Now Job No.

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2016 Article Social Media Net Promoter Score 117

Forrester

JULY 18, 2016

It's time for one of Forrester's big annual events: The publication of this year's Customer Experience Index report for US brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers.

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2016 Wireless Customer Experience Government 60

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. Employee Ambassadors are partly responsible for what you know about the employee experience at these brands.

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2016 Social Media CEM Employee Experience 113

The DiJulius Group

JANUARY 27, 2016

You need to make 2016 the year you create an unfair competitive advantage from everyone else. Become the brand you Customers cannot live without and make price irrelevant. It needs to be […].

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2016 Customer Experience Competitive Advantage Customers 40

ShepHyken

OCTOBER 24, 2016

Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. Eggers and Greg Pellegrino.

2016 119

2016 Article Customer Service Government 119

OpinionLab

JUNE 24, 2016

It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. Working backwards with the end goal in mind provides an opportunity to improve the customer journey. 2) Become a story teller.

2016 79

2016 Competitive Advantage Financial Insurance 79

Beyond Philosophy

OCTOBER 29, 2015

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. And it’s because they are realigning to their Customer-center. They are upgrading the stock and forecasting a positive turning point the brand by the 4th quarter. The VOC is the Key.

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Customer Experience 2016 Consulting Call Center 154

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. Organisations having a dedicated resource to champion their Customer Experience cause 10%.

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Customer Centricity 2016 Customer Experience Definition 56

CSM Magazine

SEPTEMBER 7, 2022

This has led retail brands to investigate new forms of communicating with and serving customers, notably chatbots. Chatbots offer a way of providing dynamic contact which can help source information without requiring large teams working through the night on the off chance a customer needs support.

Retail 52

Retail Communication Brands 2016 52

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1. Why Will This Have an Impact in 2016? “A

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2016 Customer Service Chief Customer Officer 2010 58

ShepHyken

OCTOBER 31, 2016

13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night. My Comment: I’ve written about phrases that kill the customer service experience. Follow on Twitter: @Hyken.

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2016 Article Customer Service Hotels 124

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable.

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Customer Experience Airlines Brands Voice of Customer 112

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Is a lack of consistency letting your customer service down?

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2016 Customer Service 2017 Contact Center 59

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. Flipp: Work collaboratively with your CX team.

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Insights Brands Banking ROI 141

Experience Matters

JANUARY 19, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. Here’s the executive […].

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Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S.

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2016 Customer Service Consumers Customers 44

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Some customers answer questions on forums for free just because they enjoy doing it.

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2016 Contact Center Brands Customer Service 126

ShepHyken

SEPTEMBER 12, 2016

internet Retailer) In an age of promotional clutter, go the extra mile to excite the influential people who are dedicated to your brand. Speed Is Best Measure of Customer Experience by Gerry McGovern. CMSWire) The basics of customer experience is helping people do what they want to do. Follow on Twitter: @Hyken .

2016 113

2016 Article Customer Service Books 113

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. Clearly, businesses believe that customer experience matters. That depends on who owns it.

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Chief Customer Officer Customer Experience 2015 Wireless 179

Hallmark Business Connections

MARCH 9, 2021

If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person. Granted, these wheels were already in motion pre-pandemic: In 2016, 64 million people , roughly 20% of the U.S.

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Marketing Brands 2020 2021 97

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. Essential Customer Service Skills We’ve Forgotten in the Digital Age by Stuart Leung. My Comment: As the world becomes more and more digital, it is easy to miss opportunities to connect on an emotional level with the customer.

2016 74

2016 Net Promoter Score Article Customer Service 74

Beyond Philosophy

FEBRUARY 14, 2020

One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before. Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina.

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Technology Social Media 2016 Interaction 195

Customer Bliss

MARCH 8, 2016

Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. In a customer-obsessed organization, however, the concepts need to be much different.

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Social Media Customer Experience Reference 2014 142

Forrester

JULY 25, 2016

In a previous blog post about the Customer Experience Index for US brands In 2016 , Harley Manning contrasted the rising tide of CX quality with the stagnation among top brands. In this post I'll explore another big finding from our research: CX-fueled digital disruption.

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2016 Customer Experience Blog Brands 61