Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

2017 64

2017 Loyalty Download Consumers 64

CSM Magazine

MAY 18, 2017

Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West.

2017 40

2017 Customer Experience Contact Center Customer Experience Professionals 40

COPC

JULY 21, 2017

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. Results capture the differences and similarities between these two customer groups.

2017 40

2017 Consumers Presentation Customer Experience Management 40

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. firms over the past seven years.

2017 74

2017 Consumers Customer Experience Customers 74

Clarabridge

JULY 20, 2017

Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

2017 40

2017 Customer Experience Multi-Channel 2018 40

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? What’s in it for you?

2017 49

2017 Customer Experience Hotels Airlines 49

Experience Matters

MARCH 7, 2017

We published the 2017 Temkin Experience Ratings, the seventh annual release of this comprehensive customer experience benchmark. Here’s the executive summary: 2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

2017 77

2017 Consumers Interaction Customer Experience 77

Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. consumers to 329 companies across 20 industries. xls)) Temkin Group’s TLi is based on evaluating consumers’ likelihood to Read More. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®.

2017 53

2017 Loyalty Download Consumers 53

Win the Customer

MAY 15, 2018

Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales. billion a year to $5 billion. Appealing to Online Shoppers.

E Commerce 110

E Commerce Retail Consumers Sales 110

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Design Customer Experiences To Create Fans. the customer expectations.

2017 40

2017 Customer Experience Government Loyalty 40

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. However, this decrease in spending did not affect all retailers equally.

Omnichannel 101

Omnichannel Retail Consumers 2021 101

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Design Customer Experiences To Create Fans. the customer expectations.

2017 40

2017 Customer Experience Government Loyalty 40

Experience Matters

APRIL 4, 2017

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries.

2017 80

2017 Blog Consumers Customer Experience 80

Clarabridge

FEBRUARY 21, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? What’s in it for you?

2017 40

2017 Customer Experience Hotels Airlines 40

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. percent of consumers say that at least half of their searches result in a visit to a local business.

2017 101

2017 Social Media Automotive Consumers 101

ShepHyken

JANUARY 9, 2017

High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Handled properly, that customer will turn into a loyal, long term relationship. 2017 Customer Experience Resolutions by Lynn Hunsaker.

2017 80

2017 Article Customer Service Loyalty 80

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? The post Consumer Demands are Changing Faster than Ever.

Contact Center 67

Contact Center Consumers Net Promoter Score 2018 67

Experience Matters

JULY 21, 2017

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. The bottom line : Happy people make more emotionally connected customers. The answer is yes! The answer is yes!

Consumers 90

Consumers 2017 Connections Interaction 90

Experience Matters

MARCH 24, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. Siemens and Vizio deliver the best customer experience in the TV and major appliances category, according to the 2017 Temkin Experience Ratings.

Consumers 48

Consumers 2017 Customer Experience Customers 48

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. But today, consumers are more connected, distracted, and informed than ever before. So the margin for error for crafting long-term customer relationships is razor-thin.

2017 87

2017 Article Customer Service Contact Center 87

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 128

Customer Experience Social Media Insurance Entertainment 128

Experience Matters

JUNE 7, 2017

Temkin Group announces the release of the 2017 Temkin Trust Ratings. consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. Based on a study of 10,000 U.S

2017 105

2017 Insurance Banking Consumers 105

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 61

2017 Customer Engagement Engagement Contact Center 61

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. Entrepreneur) What makes a brand strong in 2017?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 64

Customer Experience Multi-Channel Call Center Omnichannel 64

ShepHyken

FEBRUARY 13, 2017

By the way, my take on this is that the customer is NOT always right, but they are ALWAYS the customer. Top 10 Customer Service Trends for 2017 [Whitepaper] b y Daniela Puzzo . Fonolo) This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017.

2017 81

2017 Article Customer Service Loyalty Programs 81

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. How To Power A Better, More Personalized Customer Experience by Manuel Vellon.

2017 69

2017 Article Customer Service Customer Service Training 69

Experience Matters

MARCH 14, 2017

We just published a Temkin Group data snapshot, Media Use Benchmark, 2017. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot). Here’s the data snapshot description: In January 2017, we surveyed 10,000 U.S.

2017 72

2017 Consumers Customer Connectedness Customer Insights 72

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? The post Consumer Demands are Changing Faster than Ever.

Contact Center 54

Contact Center Consumers Net Promoter Score 2018 54

ShepHyken

NOVEMBER 27, 2017

Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer. CIOs need to focus on customer experience now by Zavalaeus Kerr. 6 Key Statements to Propel Your Customer Experience Program by Bill Price. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Loyalty Programs 76

COPC

APRIL 3, 2018

This 76-page report extends trendlines from previous CXMB Series Corporate Edition reports and continues to provide broad channel coverage, while also exploring new topics such as channel consistency, quality programs and customer experience priorities. About the CXMB Series. A joint research project between COPC Inc.

2017 40

2017 Customer Experience Management Customer Experience 2012 40

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? CXO stands for Chief Experience Officer.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Eptica

SEPTEMBER 25, 2019

Date: Wednesday, September 25, 2019 Author: Pauline Ashenden - Marketing Manager The breakdown in insurance customer experience – and what it means for trust. Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service.

Insurance 62

Insurance Customer Experience 2019 2017 62

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.

Net Promoter Score 53

Net Promoter Score 2017 NPS Insurance 53