Second to None

MARCH 19, 2018

“Users of products such as iRobot’s Wi-Fi-enabled Roomba robot vacuums expect customer service reps to know their vac’s status and battery cycle count when they call with a problem.” Personalize each situation for the customer. ” 3. .

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). They gathered consumer data from 10,000 respondents in the US.

ROI 54

ROI 2007 2018 2019 54

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). They gathered consumer data from 10,000 respondents in the US.

ROI 48

ROI 2007 2018 2019 48

Kayako

SEPTEMBER 20, 2018

Increasingly, customers are demanding some form of real-time communication to be available to them, allowing for instant responses to questions, queries and complaints. Indeed, according to research from Salesforce , 64 percent of consumers expect this kind of offering to be in place. Create a Customer Service Coaching Plan .

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? Customers want unique, special and innovative.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

COPC

SEPTEMBER 3, 2019

has enabled the staff and management at Ant Financial to gain a better understanding and a comprehensive overview of what is required to deliver international-level standards of customer experience, which has helped with the innovation of digital customer service. In 2018, our forecasting accuracy had reached 96%.

Financial 40

Financial Customer Satisfaction 2004 Technology 40

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). These interviews uncovered four universal truths of customer experience (CX): • There is a dangerous chasm between the CX fantasy of brands versus the reality that people actually experience. Should but.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). These interviews uncovered four universal truths of customer experience (CX): • There is a dangerous chasm between the CX fantasy of brands versus the reality that people actually experience. Should but.

Customer Experience 49

Customer Experience Sales Customers ROI 49

Second to None

MARCH 13, 2019

While a screen interaction may seem less personal, data shows that personalization is only increasing with the integration of mobile consumer services. Consumers want an effortless experience that is tailored to their needs and interests. 72 percent of customers are willing to share their email address.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. As reported in my recent piece , we saw actions to improve the customer experience stall – particularly in Europe. The gap between (rising) customer expectations and the quality of customer experiences being delivered, is getting greater.

2017 45

2017 2018 Chief Customer Officer NPS 45