Experience Matters

DECEMBER 1, 2014

In the Temkin Group report State of CX Metrics, 2013 , we found that only 11% of large companies feel that they do a very good job of measuring customers’ emotional responses. In a previous post, I defined the three elements of an experience: Success, Effort, and Emotion. Emotion is a significant blind spot for most organizations.

ROI 288

ROI Consumers Measurement Metrics 288

Experience Matters

DECEMBER 30, 2014

Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013. The most commonly used metric is likelihood-to-recommend, which has been steadily rising in popularity over the past few years.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

Experience Matters

DECEMBER 11, 2014

Here are the overall results: Other highlights from the research: The average rating dropped slightly from 53% in 2013 to 52% in 2014, with the effort component declining the most.

Report 323

Report Effort Score Groups Survey 323

Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Report 227

Report Groups Survey Customer Experience 227

Experience Investigators by 360Connext

OCTOBER 31, 2014

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e-support 197

e-support Social Media Consulting Customer Centricity 197

CloudCherry

SEPTEMBER 1, 2019

Among his noteworthy HBR articles are “Reinventing Customer Service” (November-December 2018), “Kick-Ass Customer Service” (January-February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010).

Conference 244

Conference Study Sales Leadership 244

InMoment XI

MAY 4, 2022

industries in 2013.). This is hardly a way to build loyalty, and the pressure to keep calls short contributes to the call center industry having the highest turnover of industries worldwide. (In In a 2016 post Talkdesk , a provider of call center solutions, reported the yearly turnover as 30-45%, double or triple that of all U.S.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Experience Matters

DECEMBER 22, 2014

I’m not surprised that Hall was named as the “Best Boss” in sports in 2013 by TeamWork Online. He envisions a fan experience that blends the best of two worlds: the comfort and information watching the game at home on a large screen TV and the excitement of seeing a game live in the stadium.

Culture 313

Culture Sports Employee Engagement Leadership 313

QuestionPro Audience

DECEMBER 29, 2017

Read the post here: “An Ever New Perspective on Living Gratefully” Brother David shared his message of achieving happiness through gratitude in a TedX talk in 2013 that still resonates today. It’s a poignant look at how taking a moment to stop and think about the simplest things in life can open up a whole new perspective.

Exercises 210

Exercises 210

InMoment XI

AUGUST 9, 2016

In 2013 IBM reported over 2.5 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article.

Data 150

Data Customer Experience Report System 150

InMoment XI

AUGUST 9, 2016

In 2013 IBM reported over 2.5 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article

Data 150

Data Customer Experience Report System 150

InMoment XI

AUGUST 9, 2016

In 2013 IBM reported over 2.5 I say ‘back’, it never went away for the CIO, it’s just moving with the times, bumped along by changes in operating systems, user technologies and digital transformation. exabytes of data were created every day; by 2014 this was 2.3 zettabytes. View Article

Data 150

Data Customer Experience Report System 150

InMoment XI

NOVEMBER 19, 2015

This week’s throwback Thursday is from an article originally published on the Allegiance blog in October 2013. In a world where data and data analysis are becoming more important every year (or even every day), technical workers need to know the value that they bring to the table. The recent advancements in technology that enable us.

Analysis 150

Analysis Technology Data 150

InMoment XI

NOVEMBER 19, 2015

This week’s throwback Thursday is from an article originally published on the Allegiance blog in October 2013. In a world where data and data analysis are becoming more important every year (or even every day), technical workers need to know the value that they bring to the table. The recent advancements in technology that enable us.

Analysis 150

Analysis Technology Data 150

InMoment XI

NOVEMBER 19, 2015

This week’s throwback Thursday is from an article originally published on the Allegiance blog in October 2013. In a world where data and data analysis are becoming more important every year (or even every day), technical workers need to know the value that they bring to the table. The recent advancements in technology that enable us.

Analysis 120

Analysis Technology Data 120

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2013, she published a book on Online Marketing for Small Businesses (Wiley), is a contributing author to a book on Social Business scheduled to be released in 2015 (Pearson), and semi-actively writes a Customer Experience blog at anniesaid.com. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

QuestionPro Audience

MARCH 14, 2018

Fueled by the rebounding housing market, spending on improvements, maintenance and repairs reached $340 billion in 2015 , up 12% from 2013. According to a recent study conducted by LightStream Home Improvement, 58% of homeowners plan to spend money on home improvement projects this year.

Tips 210

Tips Insurance Study Report 210

Comm100

FEBRUARY 19, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Centercode

JULY 6, 2023

Over time, some rise to the top, so we’ve put together the winners from 2013. We add a lot of new resources to our library and our blog throughout the year. If you’re new to our site (or just looking for the best advice we’ve shared so far) these popular pieces would be a great […]

Resources 52

Resources Management 52

Kerry Bodine

JULY 31, 2017

One hundred dollars invested in the ACSI portfolio in April 2000 would have been worth a whopping $580 in 2013—and would have grown to just $121 on the S&P 500 in that same timeframe. And that ACSI portfolio had significantly beaten the Standard & Poor’s (S&P) 500 stock market index over the past 13 years.

Customer Experience 180

Customer Experience Analysis Customer Satisfaction Financial 180

C3Centricity

JUNE 8, 2020

This post was first published on C3Centricity in 2013 and has been regularly updated since. Whatever people-facing industry you are in, we would welcome the chance to support and catalyse your efforts. Please check out our website for more information on our training and consulting offers, and then contact us here.

Hospitality 271

Hospitality Customer Centricity Hotels How To 271

Alida

MARCH 10, 2016

In a 2013 study from Dimensional Research, 90 percent of people who read online reviews said that their purchasing decisions had been influenced by positive reviews, while 86 percent said they were swayed by negative reviews. “The Those voices have an impact. Customers no longer rely on a brand’s reputation to gauge the value of a product.

Sales 172

Sales eBook Study Social Media 172

Vonage

JANUARY 3, 2017

billion less than in 2013. When we asked consumers in 2015, they cited the same reasons as in 2013: not feeling appreciated, unhelpful/rude staff, being passed around to multiple people, not being able to get answers, and becoming fed up of queuing and not being able to speak to a person.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Experience Investigators by 360Connext

JUNE 8, 2021

I read this in 2013 and thought – doesn’t this apply to most customers? Everyone is living more frenzied and complicated lives than ever before. While technology gives us access, it also keeps us tethered to jobs and obligations like never before.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

ijgolding

AUGUST 12, 2018

In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018. We must be able to get the fundamental basics right before we even start thinking about things that may delight the customer.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Experience Investigators by 360Connext

APRIL 30, 2015

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Brands 110

Brands Retail Consulting Touchpoint 110

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Report 120

Report Groups Survey Customer Experience 120

Experience Investigators by 360Connext

JANUARY 30, 2015

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Customer Service 110

Customer Service e-support Social Media Leadership 110

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.”

Leadership 0

Leadership Customer Experience Report Innovation 0

Experience Matters

MARCH 18, 2015

In 2011, it was the lowest-rated wireless carrier, with a score of 29%, in 2012 it increased its score to 59%, and then to 61% in 2013, 64% in 2014, and then this year, it became the top-rated wireless carrier, with 67%. This is following a 14-point decline between 2013 and 2014. In 2014, U.S.

Wireless 120

Wireless Effort Score Customer Experience Industry 120

ijgolding

NOVEMBER 28, 2014

In October 2013 they switched their electricity over to British Gas but were told they couldn’t move the gas supply as it wasn’t in their name! Since 2012, we have had the same tenants – they signed a three year contract.

Social Media 318

Social Media Airlines Video Consumers 318

Gainsight

JANUARY 10, 2022

Back in 2013, when Gainsight was a 20-person company, we recognized that there was a new community of people without a “home.” In February 2013, our Chief Marketing Officer at the time, Anthony Kennada , and I said “we should throw a meetup for 50 or so CSMs.” My backup plan was to invite my family if no one showed up.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Customer Bliss

MAY 3, 2017

He’s been published numerous times in the Harvard Business Review­­ with articles such as “ Kick-Ass Customer Service ” (January-February 2017), “ Dismantling the Sales Machine ” (November 2013), “ The End of Solution Sales ” (July-August 2012) and “ Stop Trying to Delight Your Customers ” (July-August 2010).

Self Service 134

Self Service Customer Service Contact Center Airlines 134

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like.

Contact Center 37

Contact Center Net Promoter Score Consumers Study 37

Experience Matters

APRIL 24, 2015

Seven Steps for Developing Customer Journey Maps (April 2013). 14 Customer Experience Trends for 2014 (The Year of Empathy) (December 2013). We’ve even created a whiteboard video to make the content accessible to anyone who has a few minutes to spare.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

ijgolding

OCTOBER 21, 2014

However it should be noted that the brand that has come top of the pile in 2014 (and was also third in 2013) is one that comes from the industry that many of us still trust the least. Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008.

Report 229

Report Customer Experience Customer Centricity Fashion 229

NICE inContact

JANUARY 24, 2018

IBM Watson, first brought to attention when it played Jeopardy against human champions, announced the Watson API in 2013 to allow other software developers to use Watson AI. If one was to choose a subject that emerged as a unifying theme across the contact center market in 2017, it was artificial intelligence (AI).

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186