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 […].

2016 74

2016 B2C 2015 B2B 74

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 111

Customer Experience Airlines Banking Retail 111

OpinionLab

AUGUST 23, 2016

But how do you create a fulfilling customer experience that incorporates each channel and is in line what your customer wants? Instead, it’s about creating an overall customer solution that combines all potential touchpoints and embraces technological evolution. Customer journey mapping. The key to this?

2016 60

2016 Customer Journey Mapping Apparel Omnichannel 60

CSM Magazine

MARCH 17, 2023

Many things contribute to a poor customer experience. Connectivity issues are beyond a brand’s control. But the performance of an ecommerce app or website, in the digital domain and how that ecommerce experience translates into the physical domain across all channels, are within the realms of a brand’s responsibility.

Customer Journey 52

Customer Journey Touchpoint Travel Entertainment 52

CloudCherry

MARCH 15, 2018

The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) but are making it a point to tell their friends and social connections about their frustrating experiences.

Wireless 210

Wireless Customer Retention 2016 Call Center 210

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

CX Journey

AUGUST 18, 2016

Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences. Complications arise when businesses try to understand what constitutes a better customer experience.

Touchpoint 41

Touchpoint Multi-Channel E Commerce Fashion 41

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. Not sure where to begin?

Article 80

Article 2021 Customer Service Retail 80

ENGAGE.cx

AUGUST 18, 2015

For this reason, they not only expect great brand experiences, but they also believe they’re entitled to them. It is crucial for brands to adapt to this evolving expectation, otherwise it can negatively impact customer perceptions of the brand for years to come. Investing in customer experience pays off.

Customer Experience 66

Customer Experience 2016 Touchpoint Retail 66

CSM Magazine

OCTOBER 5, 2022

Carlton Retland, Principal Solutions Engineer at Applause details how brands can successfully identify and remove barriers for new customers. Poor customer onboarding hurts your bottom line, increasing customer acquisition costs and driving down customer lifetime value. Common friction points for new customers .

Customer Journey 64

Customer Journey Touchpoint Entertainment Hospitality 64

GetFeedback

SEPTEMBER 24, 2018

Customer experience has never been more important. Thanks to the internet every customer now has a voice and a wider selection of choices. First Impression: Brand content. With all the information a consumer needs just a search away, businesses need to shift to a more customer-centric version of marketing.

Social Media 170

Social Media Consumers Events 2016 170

CSM Magazine

JULY 29, 2015

According to analysts, 89% of companies expect to compete mostly on the basis of customer experience by 2016, compared with only 36% five years ago. The reason for this is quite simple, brands no longer have a choice. A recent Salesforce mobile behaviour report showed that customers are spending 3.3

2015 69

2015 Marketing Customer Experience Multi-Channel 69

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. But what tools do we give to employees to prepare them to deliver a great customer experience?

Engagement 61

Engagement Customer Experience Customer Journey Mapping 2016 61

Beyond Philosophy

MAY 15, 2017

This is the reason brands are focusing on a customer experience module so that they can handhold customers through this process. Key insights for customer handholding. Customer Empathy – Use the digital forum to connect with the customer and bring them back to the fold. Look at customer psyche.

Social Media 133

Social Media E-support E Commerce 2016 133

CX Journey

AUGUST 8, 2017

It appeared on their blog on December 30, 2016. How well have you thought out your candidate experience? You are hurting your brand if you don't follow up - especially during a time when so many people are looking for new opportunities; remember, you are being touched by so many potential customers. O, did I say that?

Customer Experience 56

Customer Experience Touchpoint Customer Journey Mapping 2016 56

Customer Bliss

MARCH 29, 2017

Even long-standing brands can quickly lose customer loyalty. fall by 25% in November 2016, so did their relations with dealers, suppliers, and employees. Defining these values are essential in establishing your customer experience. During every customer interaction, your reputation is on the line.

Leadership 208

Leadership Culture Telecommunications Customers 208

Alida

DECEMBER 15, 2016

In fact, a 2016 study suggests that as more health systems consolidate, patient experience worsens. A 2016 study from Quantum Workplace reveals that the health care industry is dead last among 17 industries when it comes to keeping employees engaged. Compared to other industries, health care lags in employee engagement.

2013 138

2013 Airlines Hospitality 2005 138

Beyond Philosophy

MARCH 7, 2016

Some brands are particularly good at it. If it’s done well, a funny tone of voice can make a brand more memorable and attract a big following. A recent blog cites Old Spice as an example of a big brand that uses humor effectively, in its “The Man Your Man Could Smell Like” ad campaign. Do you use humor to get over your message?

Advertising 111

Advertising Social Media 2016 Blog 111

Stella Connect

MARCH 7, 2017

No matter what your customer experience looks like, the journey with your brand should be easy and engaging. It’s exactly what your customers want, expect, and deserve. Including—or especially—those customers who decide they’ve made the wrong purchase. Zappos is one brand that has mastered the art of happy returns.

Brands 40

Brands Retail 2016 2014 40

OpinionLab

MARCH 17, 2016

These simple contextual measures reported by the customer in a matter of seconds add enormous value to the task of defining alerts, distribution to relevant stakeholders, setting CX priorities etc. Touchpoint context: This is context collected in the background relevant to the experience and addressing a CX solution.

2016 108

2016 Touchpoint 2015 Retail 108

OpinionLab

SEPTEMBER 16, 2016

Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to deliver better customer experiences across all channels and are becoming increasingly innovative in their approaches. Of course, your customers don’t care about any of this.

Voice of Customer 107

Voice of Customer 2016 Omnichannel Touchpoint 107

Qualtrics

JANUARY 2, 2019

It’s become very clear that AI’s growth in business is being driven by Customer Experience (CX). CX practitioners have been early adopters of AI, seeing its opportunities before many others and using the technology to better serve customers. Learn more about how Qualtrics helps customer service professionals .

Customer Experience 32

Customer Experience Social Media 2025 Call Center 32

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. But do the current solutions deliver on the key question that companies should be asking themselves: How can we provide a positive emotional experience to our customers?

Feedback 89

Feedback NPS Airlines 2016 89

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years.

Customer Experience 56

Customer Experience Definition Interaction Customers 56

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. It has never been more important to focus on empowering the frontline.

Customer Engagement 48

Customer Engagement Connections Engagement Contact Center 48

Clarabridge

JANUARY 11, 2017

Are you wondering where 2016 went? Customer Journey Map Template. Building a customer journey map is one of the first steps toward effective customer experience management, but it’s hard to know where to start. You need a simple way to visualize each touchpoint and the customer sentiment associated with each one.

CEM 40

CEM Customer Journey Mapping 2016 Customer Journey 40

Clarabridge

SEPTEMBER 21, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. This sort of thinking has to beg the question: why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?

Workshop 45

Workshop Touchpoint Average Handle Time Insurance 45

Clarabridge

SEPTEMBER 1, 2015

According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. Insurance companies now need to make sure that their customers are not only healthy, but also happy and want to stay with them. This change has led to many insurance companies investing in customer experience management.

Insurance 73

Insurance Healthcare CEM Call Center 73

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

COPC

AUGUST 10, 2016

will be exhibiting and presenting at the Execs In The Know Customer Response Summit in Austin , at the JW Marriott hotel. will moderate a select group of industry leaders for an engaging and entertaining exploration of key findings from the 2016 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series.

Events 40

Events Customer Journey Mapping Workshop Hotels 40

SurveyGizmo

JULY 19, 2018

Many companies understand the value of customer experience but lack the analytics needed to strategically scale. While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini. Brands that execute this effectively (e.g., Nordstrom, Zappos, etc.)

Technology 65

Technology Net Promoter Score Chief Customer Officer 2016 65

Smith+co CX

SEPTEMBER 14, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. Why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?” NONE of these metrics instils a ‘customer experience’ mind-set.

Workshop 39

Workshop Touchpoint Average Handle Time Insurance 39

ProProfs Chat

DECEMBER 23, 2019

And the results are starting to show because these companies are placing customer centricity in the midst of their core brand and mission. For these businesses, customer centricity is not just a buzzword. What they do is basically put a premium on the customer and their experience with the product, service, or brand.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Bold360

MARCH 9, 2017

But with savvy and discerning consumers, it isn’t enough to simply offer features of self-service– your business needs to remain at the forefront of the digital self-service revolution with an omni-channel strategy and a seamless approach to the customer experience. Self-Service for the Win.

Consumers 65

Consumers Connections Customer Service Touchpoint 65

Michelli Experience

JULY 25, 2017

In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. Every touchpoint in the brand will be examined and refined. Trust, Engagement, and You.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

Retently

OCTOBER 19, 2018

But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US. Well, that’s where the Chief Customer Officer comes into play.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

ENGAGE.cx

OCTOBER 28, 2015

The leading system for figuring out what marketing tactics are influencing and driving purchases is multi-touch attribution (MTA), which is shaping up to be one of the most important digital marketing tactics of 2016. Perhaps the biggest flaw in MTA models is their inability to take the customer’s journey into account.

Multi-Channel 49

Multi-Channel White Paper 2016 Metrics 49