Experience Matters

OCTOBER 15, 2014

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Based on data from 218 large organizations with at least $500 million in annual revenues, we examined VoC efforts within large organizations. The report includes a self-assessment and data to benchmark your VoC program.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. Use our CX Metrics Assessment, along with data from large companies, to benchmark your organization’s CX metrics efforts.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries.

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

ijgolding

OCTOBER 31, 2014

That is why I want to pose the question – 1914 or 2014: when was the best time to be a customer? For a customer there was only one predominant way to shop… one ‘channel’ That channel was the channel that in 2014 is continually in decline – Face to Face! Fast forward 100 years to 2014.

Consumers 230

Consumers Retail Transportation Comparison 230

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. 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

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Experience Matters

JANUARY 9, 2015

I looked through Temkin Group’s 2014 research and picked out 10 interesting factoids. The bottom line : We did a lot of research in 2014! It was difficult to narrow down to 10 items that collectively provide a sense of the state of customer experience. Click here to download a 18″ x 24″ poster version (.jpg).

Infographics 120

Infographics Customer Experience Groups Customers 120

Centercode

JUNE 13, 2023

Our November 2014 Release has some great new features that build on the significant leaps we made with our big June Release earlier this year. We’re constantly striving to provide better, more efficient tools for you to run your beta program, and this release is no different. The following are the key highlights of this […]

Tools 40

Tools 40

Wired and Dangerous

DECEMBER 23, 2014

As 2014 draws to a close it is a time to reflect on the good that came from the challenging times of the past year and to express our gratitude to all of those who helped make 2014 the best it could be. These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”.

Innovation 141

Innovation Fashion Course Communication 141

CX Journey

DECEMBER 30, 2014

Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year. Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year?

Customer Journeys 166

Customer Journeys Customer Experience Touchpoint Return on Investment 166

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become.

Customer Experience 214

Customer Experience Customer Experience Professionals Customer Journeys Training 214

Vonage

MAY 25, 2016

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. How to future-proof your contact center technology and find your competitive advantage. It’s not the product. It’s the experience.

Poor Customer Service 159

Poor Customer Service Infographics Competitive Advantage Customer Service 159

Maz Iqbal

DECEMBER 27, 2014

Summing Up The State of Customer Experience As At 2014. Filed under: CRM , Culture , Customer Experience , Customer Philosophy , Customer Service Tagged: customer experience , customer experience gurus , customer service , state of customer experience 2014.

Customer Experience 99

Customer Experience Customer Philosophy CRM Fashion 99

ECXO

APRIL 18, 2024

After many years as a manager in customer-facing roles, in 2014 he turned his professional life upside down. In the 90s he took part in the startup of the first online insurance companies, following the customer’s entire life cycle.

Insurance 334

Insurance Consulting Travel B2B 334

Very Best Service

OCTOBER 6, 2014

Customer service week is taking place from 6th October 2014 until 10th October 2014. Once again, we list below some of the initiatices we have come across, mainly via Twitter.

Customer Service 87

Customer Service Customers Survey Meeting 87

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). M+S (both Simply Food, and Your M+S) descend towards the bottom of the Top 10 in 2014. Which publication?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Think Customers

DECEMBER 31, 2014

Here are the worst customer experiences in 2014. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog. Customer Engagement Customer Loyalty Customer Experience Customer Strategy Customer Service coloradorockies kfc timewarnercable uber worstcustomerexperienceof2014'

Customer Experience 103

Customer Experience Sports Advertising Video 103

Win the Customer

SEPTEMBER 15, 2014

As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape. Call Center Customer Service Technology'

Call Center 136

Call Center Trends Technology Customer Service 136

Maz Iqbal

OCTOBER 14, 2014

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

Think Customers

DECEMBER 10, 2014

In 2014, this shift manifested itself through organizational changes across industries and advances in technology. Building a relationship with your customers through multiple touch points has become a critical business practice as market forces raised the status and value of customer experiences. 1to1Media.com/weblog.

Customer Experience 108

Customer Experience Customers Industry Technology 108

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. John Lewis is No 2.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Comm100

FEBRUARY 19, 2014

Chat Away in 2014. The post Accessibility is Key to Customer Satisfaction in 2014 appeared first on Comm100 Blog. Proactively engaging website visitors indicates a willingness to deliver a great customer experience which can certainly lead to customer loyalty and long term customer relationships. The evidence is apparent.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

ForeSee

NOVEMBER 19, 2014

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. The post 2014 Holiday Shopping Trends: The Early Returns Are In appeared first on ForeSee.

Trends 86

Trends Retail Omni-Channel Customer Satisfaction 86

Andrew Mcfarland

JANUARY 13, 2015

So with thanks to the many, many people who have promoted this content, here’s the Top 10 list of 2014. Best Practices 2014 Top 10' I started doing this last year as a way to help users find content that was most viewed (as a proxy for “most valuable”). Sadly, the #1 post [.].

48

48

ForeSee

DECEMBER 29, 2014

Today’s release of The Answers™ Experience Index (AXI): 2014 U.S. The post 2014 Holiday Shopping Trends: The Results Are In appeared first on ForeSee. It’s been another exhilarating year of learning, and we’re excited about the emerging industry trends we’re seeing. Customer Experience Research E-Commerce Multichannel Retail'

Retail 63

Retail Trends Measurement Report 63

Centercode

JULY 6, 2023

Throughout the year, we’re constantly publishing valuable resources, tools, and information to help you run better beta tests. From our whitepapers to our case studies to our blog posts, we aim to provide a variety of beta testing advice no matter what product you’re launching, job title you hold, or industry you’re in. In case […]

Resources 52

Resources Case Study Study Tools 52

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . The winner will be announced by mid June 2014. . The post News and Updates – June 2014 appeared first on Strativity. Webcast: Accelerating Cultural Transformation. Click here to register. Now on the Strativity Blog! Thank you for your continued support. .

CEM 52

CEM Culture CRM Innovation 52

Doug Leather

MAY 15, 2014

My comments on a couple of these 2014 investment priorities. Let’s begin at Investment Priority #5 for 2014 – Customer Acquisition. Maybe, just maybe, Investment Priority #4 for 2014 – Marketing Effectiveness addresses the balance across these 4 drivers of customer value management.

Infographics 57

Infographics Customer Centricity ROI Competitive Advantage 57

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. We look forward to meeting more interesting professionals like them in 2015!

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

InMoment XI

JANUARY 29, 2014

Ready to take the Maritz Research Game Day Survey? Click here. Don’t know football? It doesn’t matter. Not athletic? You don’t need to be. Our survey lets you play along with Seattle and Denver as they take the field this Sunday, and all you need to do is take your best guess. On the website Bovada there. View Article.

Survey 150

Survey 150

InMoment XI

JANUARY 29, 2014

Ready to take the Maritz Research Game Day Survey? Click here. Don’t know football? It doesn’t matter. Not athletic? You don’t need to be. Our survey lets you play along with Seattle and Denver as they take the field this Sunday, and all you need to do is take your best guess. On the website Bovada there. View Article

Survey 150

Survey 150

InMoment XI

JANUARY 29, 2014

Ready to take the Maritz Research Game Day Survey? Click here. Don’t know football? It doesn’t matter. Not athletic? You don’t need to be. Our survey lets you play along with Seattle and Denver as they take the field this Sunday, and all you need to do is take your best guess. On the website Bovada there. View Article

Survey 150

Survey 150

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year.

Metrics 76

Metrics Net Promoter Score Data NPS 76

InMoment XI

FEBRUARY 20, 2020

Using Customer Feedback to Prioritise Business Investments In 2014, Aer Lingus started its CX programme with the end goal of discovering what its customers really think, take the subjectivity out of business decisions and have a single source of truth to embed employee bonuses, business cases and IT priorities.

Feedback 195

Feedback Consumers Customers 195

The DiJulius Group

DECEMBER 3, 2014

9 Worst Customer Service Stories of 2014 – Check out these nine Customer service fiascos of 2014: 9. Manager fired for poor responses to negative reviews – After receiving online complaints from Customers, a hotel manager posts responses such as “What do you expect for so little cash?”

Customer Service 49

Customer Service Hotels Customers Management 49

NICE inContact

MAY 14, 2020

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.

Industry 177

Industry Company Contact Center Call Center 177

The DiJulius Group

JANUARY 7, 2015

In case you missed it - The 8 most popular eServices of 2014 were the following. (I I suggest printing them out, reading and sharing them with your management team.) The 9 things your Customers do not want to hear – The majority of employees at most businesses uses these phrases. Make sure they are […]. Customer Service'

Customer Service 0

Customer Service Management Customers 0