ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

ReviewTrackers

MARCH 2, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. 25 percent of patients wrote reviews about their physicians in 2012 compared to an increase of 33 percent of patients in 2015.

Study 50

Study Hospitality Trends Healthcare 50

Clarabridge

AUGUST 1, 2018

Clarabridge customers that are getting ahead of the game with this early access program include Swiss International Air Lines and General Mills. According to Forrester , the number of consumers that use messaging has increased by more than 50% since 2012.

Customer Service 61

Customer Service Self Service Social Media Contact Center 61

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. I've been a member since 2012. The success of the Association rides on its members.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

CSM Magazine

DECEMBER 10, 2019

So the year ahead will see all CX professionals invest much more in measurement, analysis and building the important ‘money stories’ to keep their customer programmes on track. Customer feedback is managed by the customer insights team, right? But for staff and customer alike, simplicity is appealing. Not exactly.

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

Forrester's Customer Insights

JULY 27, 2018

Since I first wrote about digital transformation back at the end of 2012, the term has become wildly overhyped. Since CEOs are now at least asking about digital transformation, and every technology vendor now claims expertise in digital transformation, it’s time to burst a few of the myths surrounding digital transformation.

Technology 46

Technology Government Strategy Marketing 46

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2. How can something like strong customer culture be quantified? 1) Customer Insight & Foresight.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Forrester's Customer Insights

MARCH 4, 2019

Fun fact: I’ve been researching billing for Forrester since 2012. But 2018 was a year unlike any other in my billing research. For the first time, the majority of my client inquiries on the topic came from financial services companies. And while these conversations often started about billing, they ended up in EBPP.

Financial 41

Financial Company 41

Forrester's Customer Insights

FEBRUARY 3, 2020

When Apple launched Apple Maps in 2012, it didn’t go so well. The launch wound up on the show Silicon Valley as an example of just how badly a launch could go. Part of the challenge is that Apple was forced to rely on third-party mapping data providers. Things didn’t work out so well. And […].

Data 41

Data Examples Customers 41

Eptica

APRIL 18, 2018

So, how are UK travel companies doing in terms of online customer experience? You might also be interested in these posts: Why brands need to capture deeper customer insight from unstructured data. Share this page on: Tweet. The importance of understanding emotion in digital channels.

Travel 49

Travel Brands Airlines Customer Experience 49

CSM Magazine

SEPTEMBER 24, 2019

First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect. Second, they need to listen to consumers and use this Voice of the Customer insight to drive continual CX improvement to ensure that they successfully compete moving forward.”.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Forrester's Customer Insights

APRIL 4, 2024

In his induction speech into the Wisconsin State Bowling Hall of Fame in 2012, my dad referred to me affectionately as the “pied piper” for my ability to inspire others to go along with new ideas (example: a local bowling fundraiser that raised over $300K for breast cancer research). I had spent the past few […]

Examples 32

Examples Customers 32

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Arie Goldshlager – Customer Strategy, Customer Analytics, Innovation Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Tricia Morris

JUNE 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Self Service 40

Self Service Customer Service Chief Customer Officer Wireless 40

Forrester's Customer Insights

JANUARY 15, 2015

Appoxee complements Teradata''s Digital Messaging Center (based on the 2012 acquisition of eCircle) with technology capabilities for messaging personalization, contextual targeting, in-app notifications and mobile analytics. Read more Categories: #Age of the Customer. Mobile Mind Shift. enterprise marketing software suites.

Technology 20

Technology Marketing Software Customer Insights 20

Forrester's Customer Insights

JANUARY 15, 2015

Appoxee complements Teradata''s Digital Messaging Center (based on the 2012 acquisition of eCircle) with technology capabilities for messaging personalization, contextual targeting, in-app notifications and mobile analytics. Read more Categories: #Age of the Customer. Mobile Mind Shift. enterprise marketing software suites.

Marketing 20

Marketing Software Customer Insights Analytics 20

Forrester's Customer Insights

JANUARY 19, 2015

As I noted in an earlier report , Spring Airlines decided to build social listening functions to identify crises and perform basic brand tracking after struggling with a public relations crisis -- the backlash from airline staff blacklisting a passenger for complaining about flight delays -- on Sina Weibo in 2012. social listening.

Social Media 20

Social Media Airlines Customer Insights Report 20

Forrester's Customer Insights

JUNE 7, 2023

Gen Z employees, those workers born between 1997 and 2012, are entering your organization and will account for 27% of the workforce by 2025. To counter the myths and misconceptions about Gen Z, we surveyed thousands of Gen Zers in multiple countries. The results of this research are summarized in the report, Ready Or Not, […]

Survey 26

Survey Report Employee Experience Customer Experience 26

Forrester's Customer Insights

APRIL 21, 2023

Businesses and media tend to catalog Gen Z (individuals born between 1997 and 2012) as the sustainability generation. Media hype surrounding young environmental activists like Greta Thunberg reinforces this stereotype. But brands and retailers should beware this boilerplate assumption.

Retail 26

Retail Brands B2C Trends 26

Forrester's Customer Insights

APRIL 8, 2015

This is a guest post by Samantha Ngo , Researcher on the Customer Insights team. As a refresh to our 2012 benchmarks , we invite you to take part in our 2015 Customer Loyalty Benchmark survey. If you manage or make decisions about your company's customer loyalty initiatives, we want to hear from you.

Loyalty 20

Loyalty Loyalty Programs Customer Insights Survey 20

Forrester's Customer Insights

JULY 5, 2018

in 2018, the fastest growth since 2012. At the midpoint in 2018, the US tech market is on track to grow by 6.7% In our just published report, “US Tech Market Outlook For 2018 And 2019: Cloud Powers Tech Spend To 6% Growth And Software To 8% Growth,” we can provide strength in all tech budget […].

Marketing 24

Marketing Software Report Telecommunications 24

Forrester's Customer Insights

AUGUST 29, 2018

Back in 2012 I attended Forrester’s CX Europe event for the first time – at the time, as a Forrester client. This November, six years later, I’m delighted that I’ll be hosting the event. Personally and professionally, hosting CX Europe, falls under the category of BHAG (Big Hairy Audacious Goal).

Customers 22

Customers 22

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. I’ve been working on mobility solutions since 2012, when I was Group Director of New Ventures and Innovation at eDreams ODIGEO. And that customer insight would not be known by competitors.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Forrester's Customer Insights

JANUARY 21, 2016

SDL paid $110 million for the first two solutions when it completed its acquisition of Alterian in early 2012. In yesterday's 2015 trading update , SDL announced it will sell multiple products that are "non-core to its future strategy," including social intelligence, campaign management, and its Fredhopper eCommerce recommendation engine.

Ecommerce 20

Ecommerce Software Technology Marketing 20

SurveySparrow

FEBRUARY 18, 2024

Nicereply : For Advanced CX Metrics Source: nicereply.com Nicereply was founded in 2012 as a customer experience platform. You get simple one-click feedback surveys for better-quality insights. It lets you have a holistic approach to gathering customer insights. Rating G2 4.8/5 5 Capterra 4.5/5 5 Capterra 4.6/5

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Qualtrics

JANUARY 29, 2021

But fate saw that she broadened her expertise through a variety of positions that slowly evolved into a laser focus on market and customer insights. Ultimately, her work on customer insights expanded into an opportunity to design and build a customer experience (CX) program from the ground up.

Sports 26

Sports Culture Leadership Technology 26

Chattermill

AUGUST 29, 2018

That’s strong uptake, considering it has only been available since 2012. With the support of KPMG’s Customer & Digital team, Nunwood is able to ground all of its consulting in customer insights, then use a competition of cloud technology and experience design to make you as competitive as possible.

Technology 40

Technology Customer Experience Consulting Survey 40

Chattermill

AUGUST 29, 2018

That’s strong uptake, considering it has only been available since 2012. With the support of KPMG’s Customer & Digital team, Nunwood is able to ground all of its consulting in customer insights, then use a competition of cloud technology and experience design to make you as competitive as possible.

Technology 40

Technology Customer Experience Consulting Survey 40

Bold360

NOVEMBER 21, 2016

Plans for 2017: Devote more resources to getting better real-time customer insight. Craft service training that actively incorporates the customer (live). Tax in 2012 to provide tax filing services and. That service leadership excellence is about mentoring and supporting, not metrics and control. Greg Dewald.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Clarabridge

JANUARY 26, 2017

And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Make sure to combine survey feedback with organic customer data collected from social media, emails, phone calls and beyond.

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Make sure to combine survey feedback with organic customer data collected from social media, emails, phone calls and beyond.

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

And forums often contain customer to customer interactions that suggest opportunities for self-service problem resolution. Make sure to combine survey feedback with organic customer data collected from social media, emails, phone calls and beyond.

Survey 40

Survey Social Media Self Service Loyalty 40