Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. 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.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

ShepHyken

NOVEMBER 28, 2016

Each week I read a number of customer service articles from various online resources. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. TechZone360) AI is also transforming the way companies interact with customers.

2016 113

2016 Article Customer Service Social Media 113

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Increasing revenue with NewsCorp Australia.

ROI 269

ROI Measurement Brands Net Promoter Score 269

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. Get the 2016 Knowledge.

2016 69

2016 Customer Service Presentation Metrics 69

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer? Salesforce Survey Shows Customer Experience Now Job No.

2016 118

2016 Article Social Media Net Promoter Score 118

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” For a consistently satisfying customer experience, customer service must be everyone’s job.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

Beyond Philosophy

OCTOBER 24, 2016

Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience. For Customer Experience ranking, the research team used four criteria, which included: Impression: Do they have a unique reputation? Fascinating Insight! Pampers had 149.9 points vs. Tesla’s 116.79—which,

Insights 167

Insights 2015 Books 2016 167

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. One way is through research cost savings.

Insights 141

Insights Brands Banking ROI 141

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Reporting Your customer care program may accumulate more data than any other part of your organization.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Net Promoter Score 109

Net Promoter Score 2016 NPS Loyalty 109

Amity

FEBRUARY 2, 2016

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. Surely, you are staying up to date on the latest customer success trends – did someone say “customer marketing”?

2016 80

2016 Customer Success Webinar Customers 80

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. We make it a priority to respond to our customers as quickly as possible. Sasha Tenodi. Wendy Glavin. Randy Hernandez.

2016 111

2016 2017 Customer Experience Social Media 111

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps.

2016 124

2016 Article Airlines Customer Service 124

ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. Keeping loyal customers is the “holy grail” of business. by Graham Jones.

2016 125

2016 Article Customer Service Loyalty 125

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Is a lack of consistency letting your customer service down? Published on: January 12, 2017.

2016 59

2016 Customer Service 2017 Contact Center 59

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.

2016 44

2016 Customer Service Consumers Customers 44

Experience Matters

JANUARY 19, 2016

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

2016 74

2016 B2C 2015 B2B 74

CSM Magazine

MAY 23, 2016

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Customer loyalty and retention, online customer experience, and data and analytics are also the top trends predicted by practitioners.

2016 56

2016 Customer Experience ROI Download 56

InMoment XI

APRIL 29, 2016

Customer experience (CX) professionals, business leaders, and research experts gathered in Vegas this week to attend CXFusion. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference?

2016 200

2016 Article Connections Insights 200

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. Because it’s one of the best ways to increase customer satisfaction and trust in your brand.

Feedback 111

Feedback Insights CEM Net Promoter Score 111

Tricia Morris

JANUARY 4, 2016

“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. 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.

2016 58

2016 Customer Service Chief Customer Officer 2010 58

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Contact Center 40

Contact Center 2016 Insights Banking 40

Talkdesk

MAY 10, 2016

Here are a few choice insights that he has provided to the press: The Subscription Economy: A Business Transformation. Customers today, especially millennials, see less separation between their business and personal selves and expect their business relationships to be more personalized. Medium || March 10, 2015. Further Reading.

2016 41

2016 Insights 2015 2013 41

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics?

2016 105

2016 Article Social Media Customer Service 105

InMoment XI

JUNE 20, 2017

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

2016 324

2016 2017 Article Insights 324

Tricia Morris

JULY 18, 2016

Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and by far, around channel availability and digital transformation. The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature.

2016 42

2016 Customer Service Webinar Customers 42

PeopleMetrics

AUGUST 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience. And customers are noticing. #2:

Banking 64

Banking Insights 2016 Customer Experience 64

CSM Magazine

APRIL 20, 2021

Skincare and personal care products are two factors that customers will stay to be focused on. But what are these consumer insights and how to track changes? What Are Consumer Insights? Consumer insights are ideas used by brands or businesses to get a deep insight into how their audience thinks and feels.

Consumers 52

Consumers Insights E Commerce 2020 52

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. Interestingly, at Jimmy John’s, even though it too is popular and teeming with customers, there never seems to be much of a wait. They’re like new! Mediocrity will be a tough sell. Happy New Year!

2016 53

2016 Transportation 2015 Social Media 53

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. But the opposite is also true. Gain clarity on cost.

2016 98

2016 Innovation Return on Investment Airlines 98

Experience Matters

OCTOBER 17, 2016

We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

2016 95

2016 Customers Customer Connectedness Measurement 95

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. My Comment: How can you increase customer retention?

2016 0

2016 Article Customer Service Customer Retention 0

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. Customer Journey Designing.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the circles.

Contact Center 86

Contact Center 2016 Download Measurement 86

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. Is the customer always right?

2016 83

2016 Article Social Media Customer Service 83

Beyond Philosophy

SEPTEMBER 22, 2016

My new book with Professor Ryan Hamilton of Emory University called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , explains how these two ways of thinking can conflict throughout your day. 3 Common Ways Customers Make Decisions. The post Fascinating Insight!

Insights 127

Insights Books 2016 Consulting 127

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking 2016 193