Kristina Evey

NOVEMBER 13, 2014

Almost 9 out of 10 consumers say they’d pay more to ensure a superior customer experience. – American Express, 2011. You need to work with your teams to engage, connect, and work with customers in a way that impresses and delights them. – McKinsey. Okay, enough with the numbers. You get the point.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. Colin is an international author of six bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Banking 141

Banking Financial Consulting Sales 141

ijgolding

SEPTEMBER 30, 2014

The best demonstration of this growth was in the surprise package of the day – an organisation that the majority of consumers will not have heard of – including many of you reading this. UK Customer Experience Award for Employee Engagement – Taking the Lead. It is wonderful to see… and long may it continue.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

CEM 138

CEM Strategy Customer Experience Banking 138

Comm100

NOVEMBER 13, 2022

One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . A key benefit of chatbots is their ability to automate the repetitive but time-consuming work, allowing agents to focus on more complex or valuable tasks.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Customer Bliss

APRIL 26, 2016

We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. And she shared her “tipping point” where leaders began to personally engage, and how she used that commitment to build a 130-person company-wide cross functional team. Consumer Markets at Liberty Mutual.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Comm100

FEBRUARY 1, 2023

Live chat has gained popularity in recent years, with 73% of consumers saying that it is the most satisfactory way to communicate. Robust solutions can also automatically send messages to students to promote engagement before a student leaves without an answer.

Effort Score 189

Effort Score Wait Times Video Communication 189

Comm100

MARCH 27, 2023

By allowing a chatbot to handle the most time consuming and unrewarding work, agents can focus their time on more engaging questions and tasks. This in turn helps schools improve employee engagement and even reduce agent turnover. Task bots can resolve queries by guiding the visitor through a series of questions and answers.

Chatbots 228

Chatbots Multi-Channel Knowledge Base Wait Times 228

TechSee

MAY 7, 2019

More consumers than ever are sending back fully functioning electronic products. TechSee , a global leader in visual customer assistance powered by AI and Augmented Reality, has released the results of a study on consumer behavior when returning non-defective electronic devices, revealing some eye-opening findings. Back to the store.

Survey 107

Survey Self Service Video Infographics 107

Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. However, she knew the Customer Experience was a significant influence in the success of retailers in the disruptive retail environment of 2011 and beyond. Kahn says consumers want to have fun and enjoy what they are doing.

Retail 142

Retail Competitive Advantage Leadership Examples 142

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. Consumers today expect speedier access to services than ever before. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 106

Customer Experience Self Service Advertising Customer Expectations 106

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. We’ve found that the type of environment that motivates and engages Controllers is the exact opposite of what is actually found in most service organizations. Guest post by Matt Dixon.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

C3Centricity

OCTOBER 26, 2014

Think of consumers in poorer countries who will buy a TV over proper shoes and clothing for their children. In such cases status and in particular consumer emotions are playing an important role, but more of that later. I believe he understood that it was better to respond to a consumers desires than to their needs.

Customer Satisfaction 120

Customer Satisfaction Marketing Advertising Video 120

C3Centricity

OCTOBER 26, 2014

Think of consumers in poorer countries who will buy a TV over proper shoes and clothing for their children. In such cases status and in particular consumer emotions are playing an important role, but more of that later. I believe he understood that it was better to respond to a consumers desires than to their needs.

Customer Satisfaction 120

Customer Satisfaction Marketing Advertising Video 120

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. Understanding the power of choice and the pitfalls of it, however, can release an organization from this circle as well as help them define closures that can help consumers feel better about their decision.

CEM 113

CEM Conference Customer Centricity Consumers 113

Beyond Philosophy

SEPTEMBER 6, 2018

is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers. Consider this Black Friday video taken outside Urban Outfitters in 2011: Scarcity as a Marketing Tactic. Within a consumer realm, there are lots of different ways you experience scarcity.

Strategy 21

Strategy Marketing Transportation Video 21

Service Untitled

JUNE 5, 2012

It’s not that we need surveys to show which organizations step out of the box to ensure a concierge level of excellence so coveted by consumers; organizations like Zappos, Amazon, and Nordstrom essentially offer everyone “fantastic” service. In 2011, over 72.6

Customer Service 81

Customer Service Policies Consumers Customer Service Training 81

Beyond Philosophy

NOVEMBER 15, 2019

Price Image and other brand elements are challenging to disentangle in the minds of consumers. Colin is an international author of six bestselling books and an engaging keynote speaker. 1 November 2011. 14 February 2011. You need to make a choice. You may not be able to separate those two things. 28 October 2019. <

Consulting 120

Consulting Brands Airlines Examples 120

ijgolding

SEPTEMBER 29, 2015

Diana’s company, recruitment consultancy Nicoll Curtin , saw enough potential in Diana to give her a big break back in 2011. Manuela introduced customer feedback mechanisms; customer journey mapping; employee engagement initiatives – and in almost all cases, she did so through self learning.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

ShepHyken

MARCH 18, 2024

New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors. A fulfilled employee is more engaged at work and with your customers.

Customer Service 88

Customer Service Government Employee Experience Video 88

Eptica

APRIL 8, 2020

They give consumers greater choice , whatever their demographic, and enable them to find fast, accurate answers wherever they are in the customer journey. Now, more than ever, it is essential that UK brands provide the right levels of service in order to engage and retain customers. So, how are they faring? So, how are they faring?

Self Service 79

Self Service Customer Service Social Media Study 79

Retently

AUGUST 15, 2018

As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products. Top-notch customer service starts with excellent employee satisfaction and engagement. Always Empower Your Employees.

Examples 88

Examples Customer Service Social Media Hotels 88

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Public Engagement.

Customer Care 98

Customer Care Transportation Social Media Government 98

Thematic

MARCH 26, 2025

Insights from consumers inform the development of new products and features, leading to tangible changes in how companies approach product development." The feedback comes from an engaged or relevant source Feedback from paying customers, repeat users, or high-value clients carries more weight than random, unverified opinions.

Feedback 62

Feedback Social Media Analysis Survey 62

Brandwatch CX

JANUARY 2, 2019

Only 20 Fortune 500 companies actually engage with their customers on Facebook, while 83% have a presence on Twitter. People aged 55-64 are more than twice as likely to engage with branded content than those 28 or younger. People aged 55-64 are more than twice as likely to engage with branded content than those 28 or younger.

Social Media 111

Social Media Video Advertising Marketing 111

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Bliss

JULY 26, 2016

In our conversation, Renee outlined her clear path in embedding customer experience, including engaging with a data scientist to tell the story of customers’ lives and compel the organization to care about the “why” behind customer experience, emotions and business growth.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

West Monroe

JULY 6, 2022

It entails offering customers ways to engage digitally for all possible interactions. It’s apparent that these traditional means of consuming media are still very much present in our everyday lives and cannot be discounted. Contrasting that with the consumer preference, however, shows that the majority of U.S.

Customer Experience 98

Customer Experience Touchpoint Customers Fashion 98

NetBase

JANUARY 7, 2020

So, staying in consumers’ good graces can be even more crucial for celebrity products than the typical company. And was able to direct the narrative, and consumers, toward wanting to get in on the trend. And this speaks to how important it is to engage meaningfully – and consistently – with consumers. personal fans.

Trends 73

Trends Consumers Sports Travel 73

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. In 2016, some onshore call center workers at Verizon engaged in a seven-week strike in the Philippines. The patterns and needs of customers dictate the direction of the market.

Call Center 81

Call Center Company Telecommunications Banking 81

BirdEye

AUGUST 26, 2022

In 2011, Cars.com launched reviews to generate customer feedback and better serve car shoppers. The site gets 34 million monthly visits and has racked up roughly 7 million consumer reviews in the past two decades. Responding to reviews is a great way to engage with your customers. Be the top dealership in your area.

Automotive 98

Automotive Advertising Study Retail 98

delighted

MAY 20, 2022

Startups are entering a new economic reality where funding rounds are more challenging to secure and consumer spending is rocked by the continued crises of the war in Ukraine, domestic inflation, and a pandemic now well into its third year. Post contribution by Caleb Elston, CEO and Co-founder of Delighted.

Customer Experience 93

Customer Experience Net Promoter Score Effort Score Feedback 93

Middlesex Consulting

AUGUST 28, 2016

As customers and consumers, we want to be included in the creation of many of the things we buy. In 2011, the Framingham Public Library saw an opportunity to get a State grant to build a new branch library. • On-line community engagements and interactions (Think Starbucks and their My Starbucks Idea website.).

Groups 60

Groups Consulting Customers Examples 60

Bold360

MARCH 19, 2019

Intuit’s space is really around compliance, like doing your taxes as well as managing your finances, whether you’re a small business or a consumer. Starting in 2011, when Apple’s Siri debuted, Intuit began to create a Quickbooks assistant that would respond to queries about your finances. Where AI excels.

Financial 92

Financial Software Call Center Innovation 92

Brandwatch CX

MARCH 7, 2023

million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2 million blog posts are published every month A 2011 study by AOL/Nielsen showed that 27 million pieces of content were shared every day, and today 3.2 Facebook accounts for 53.1%

Social Media 98

Social Media Video Advertising Marketing 98

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130