Experience Investigators by 360Connext

JUNE 8, 2021

It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers. Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare. I read this in 2013 and thought – doesn’t this apply to most customers?

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

C3Centricity

AUGUST 4, 2020

Today there is no excuse for a consumer goods company to not be ready to help their users when they need it the most; for example: Early morning or late at night for personal care products. Today there is no excuse for a consumer goods company to not be ready to help their users when they need it the most.

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

ijgolding

NOVEMBER 28, 2014

Every time I share the video, it reminds me of the power the consumer has at their disposal in the digital world we live in. The threat of consumers taking ‘matters into their own hands’ has not appeared to change the way organisations behave. I genuinely hope this does not happen.

Social Media 318

Social Media Airlines Video Consumers 318

InMoment XI

SEPTEMBER 23, 2013

In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. View Article

Study 150

Study Consumers Customers 150

InMoment XI

SEPTEMBER 23, 2013

In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. View Article

Study 150

Study Consumers Customers 150

InMoment XI

SEPTEMBER 23, 2013

In July, I posted an article about the Maritz Research 2013 Online Customer Review study that showed about one in four consumers thought the information presented on dedicated review and rating sites is unfair. Part of the reason for the perceived unfairness was that customers were concerned about fake reviews. View Article

Study 150

Study Consumers Customers 150

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. In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

Contact Center 37

Contact Center Net Promoter Score Consumers Study 37

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. In a recent study conducted by the Consumer Reports National Research Center, almost a fifth of general contractors lacked either a state license or proper insurance, and 9% lacked both!

Tips 210

Tips Insurance Study Report 210

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. billion less than in 2013. This shows that while the overall cost of poor service has gone down, many consumers are still finding the same problems – but perhaps more infrequently.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

C3Centricity

DECEMBER 31, 2018

This article has been amongst the top twenty posts every year ever since it was first published back in 2013, a staggering five years ago! We all know how extremely demanding consumers have become. It then goes on to review brand personality and the main archetypes with some great examples.

Brands 293

Brands Strategy Customer Journeys Infographics 293

ReviewTrackers

DECEMBER 7, 2018

The relationship between Yelp and consumer behavior is obvious, and there are plenty of research infographics to back up the claim. The study asked 2,000 consumers about their purchase intent and found that 92 percent make a purchase after when they sometimes, frequently, or almost always visit Yelp. Yelp for Doctors.

Infographics 66

Infographics Consumers Study Groups 66

ijgolding

AUGUST 12, 2018

In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. I have always been intrigued to know exactly what is most important to us as consumers. What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

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. 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

CX Journey

SEPTEMBER 19, 2014

Source: The New Yorker 66% of consumers switched companies in at least one of ten industries due to poor service in the past year. 82% of consumers felt their service provider could have done something to prevent switching. 82% of consumers felt their service provider could have done something to prevent switching.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

ijgolding

OCTOBER 21, 2014

This is so important and a pillar that has become necessary as we, the consumer, are demanding more emotionally engaging experiences every day. 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.

Report 229

Report Customer Experience Customer Centricity Fashion 229

ijgolding

DECEMBER 30, 2014

If you can remember what you were doing on the 30th December 2013 you will know what I mean! Despite this wonderful progress, the reality is that we as customers and as consumers are still having experiences that fall a long way short of meeting our expectations. What does not change in 2015 is the need to get the BASICS right.

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

Experience Matters

APRIL 16, 2015

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. The bottom line: Mobile use continues to rise.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

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

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. In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience.

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136

Helen Dewdney

OCTOBER 5, 2016

Say that you are aware that the breach falls under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation EC 1008/2008 – Article 23 Transparent pricing, Consumer Protection from Unfair Trading Regulations 2008 and Consumer Rights Act 2015 (including Part 2 Unfair Terms).

Consumers 75

Consumers Travel Social Media Tips 75

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. Guest post by Matt Dixon. This especially holds true when it comes to customer service.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Kerry Bodine

SEPTEMBER 30, 2017

That study was all about end consumers. But, of course, customer experience isn’t just for consumer-focused organizations. One of Gartner’s top 10 predictions for 2015 said that, “By 2017, 50% of consumer product investments will be redirected to customer experience innovations.”. Among them: IBM.

Customer Experience 120

Customer Experience Innovation Trends Course 120

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. In a recent study conducted by the Consumer Reports National Research Center, almost a fifth of general contractors lacked either a state license or proper insurance, and 9% lacked both!

Tips 150

Tips Insurance Study Report 150

ijgolding

MAY 21, 2018

Many businesses could rely almost entirely on their brand name – believing that they had embedded themselves in the hearts of consumers, they could sit back and watch the money pouring in. A brand that firmly established itself in the minds of consumers around the world, is no more.

Retail 186

Retail Leadership Case Study Financial 186

Experience Matters

MAY 5, 2015

This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). consumers: Some of the findings form the research include: Consumers increased their daily computer usage across all nine social media sites we examined. in 2014 to 47.1%

Social Media 120

Social Media Data Groups Analysis 120

C3Centricity

MAY 1, 2021

The consumers of the different types of beverages are easy to identify since the products they buy are too. As the grouping is based on the consumers of the different products, this is not a very useful segmentation for marketing, since consumers can appear in more than one segment.

How To 244

How To Groups Customer Centricity Analysis 244

ECXO

MARCH 6, 2025

That attitude is no longer viable todays business users expect consumer-grade experiences. Oct 4, 2013). Role of UX/UI in B2B CX: In the past, B2B solutions sometimes sacrificed user- friendliness, assuming that if a product had the right functionality, users would tolerate clunky design. Mar 11, 2020). Forrester Blog Kerry Bodine.

B2B 339

B2B Customer Journeys How To Effort Score 339

C3Centricity

APRIL 17, 2018

Revise your definition of “in-market” consumers. Tweets when the lights went out at the SuperBowl in 2013: Unofficial ads during the 2012 London Olympics: The ongoing struggles between major brands: Audi vs BMW. ” He said they are: Demand fresher data. I applaud the emphasis on the importance of data freshness.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

CSM Magazine

NOVEMBER 18, 2024

” Recent data reveals that 80% of consumers want to see AI in customer service, but only 15% of brands have fully deployed such technologies. A primary roadblock? Security concerns. “We’re thrilled to further our investment in CommBox as the company aims to solidify its footprint in Europe and North America.”

Customer Experience 52

Customer Experience Healthcare Omni-Channel Chatbots 52

C3Centricity

JULY 26, 2018

According to the Weather Channel its snowfall broke records in Worcester, MA, although in most other places it fell far below that of other storms from 2013 all the way back to 1978. It dropped a couple of feet of snow on the Eastern coastline of North America.

Competitive Advantage 189

Competitive Advantage Advertising Trends Exercises 189

Experience Matters

MARCH 19, 2015

It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR. We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 60.0%

Effort Score 120

Effort Score Customer Experience Industry Trends 120

Magellan Solutions

JANUARY 13, 2021

LPOs must bear the 27001:2013 or the ISO/ISMS Certification. The legal industry now functions more as a consumer-based system. Why An LPO Needs ISO/ISMS 27001:2013 Certification. Why ISO/ISMS 27001:2013 Certification is a Must for an LPO Provider. ISO/IEC 27001:2013 certification is the golden standard.

e-support 40

e-support Competitive Advantage System Data 40

ReviewTrackers

DECEMBER 10, 2019

percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. Digital Assent, 2013 ). Digital Assent, 2013 ). Vitals, 2013 ). Vitals, 2013 ). million consumers that visit the site every month. In 2018, online reviews influenced 66.3

Healthcare 132

Healthcare Hospitality Insurance Comparison 132

Experience Matters

MARCH 20, 2015

This is the second year in a row that Fidelity took the top spot; although, it still took second place every year between 2011 and 2013. We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. in 2014 to 64.0%

Effort Score 120

Effort Score Customer Experience Financial Industry 120

Experience Matters

MARCH 16, 2015

The average industry score for success remained steady at 84%, which it has stayed at since 2013. We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S.

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Magellan Solutions

JANUARY 13, 2021

The legal industry now functions more as a consumer-based system. Why ISO 27001:2013 Certification is a Must for an LPO Provider. ISO/IEC 27001:2013 certification is the golden standard. ISO/IEC 27001:2013 provides globally recognized information security controls. What are the Benefits of ISO 27001:2013?

e-support 40

e-support Competitive Advantage System Data 40

Experience Matters

OCTOBER 13, 2015

For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. Investment firms have the largest generation gap.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120