ijgolding

SEPTEMBER 8, 2014

Response via Email 06/09/2014 10:37. Communication Channels Customer Journeys Customer retention and loyalty Recovery Retail Brian Hann customer experience Disney Disney Store exceeding customer expectation Lorna Hann Tiana Animator Disney Doll' What a phenomenal way of dealing with a customer enquiry!! Disney Store. Correspondence.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. Blog Customer Engagement Customer Experience Featured Microinteraction of the Month communication customer service linkedin management microinteractions Slideshare' It’s an ongoing obsession.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Comm100

FEBRUARY 19, 2014

According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies. Email is the third most widely used channel with 58% of online adults choosing this method of communication. Web Chat Expectations.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Customer Bliss

SEPTEMBER 19, 2019

The coaching model is an effective and simple tool that laid the groundwork for improved inter-department and patient communication. The CX coaching model at @HopkinsMedicine is an effective and simple tool to lay the groundwork of inter-department and patient communication. #CX It took about a year for the model to come together.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

ijgolding

NOVEMBER 25, 2014

In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. As we approach the end of 2014, I am amazed at the number of companies who fall into one of the following three categories: We have Wi-Fi but if you want to use it you must pay for it.

Social Media 212

Social Media Hotels Entertainment Retail 212

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Rotating the responsibility can help you get many people involved. Asking your best people to serve in this way can have a huge impact on the rest of the organization. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

OCTOBER 31, 2014

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e-support 197

e-support Social Media Consulting Customer Centricity 197

Experience Investigators by 360Connext

OCTOBER 6, 2014

I love the way the community is evolving, and I’m awfully proud to be a part of it. CX Day 2014. CX Day Twitter Chat: Communication: A Pillar of Customer Experience Success Beginning at 4 PM CT. The data analysts are just as important as the service designers, and there is room for so many of us in between. Join us! .

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Much of what makes for exceptional experiences is simple, clear, and transparent communication. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. With many SaaS products, the end-user is not the client, and their experience must be factored into the customer success equation.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Experience Matters

MARCH 18, 2015

The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined. Of the nine TV service providers that we evaluated both last year and this year, only two of them increased their scores between 2014 and 2015.

Effort Score 120

Effort Score Customer Experience Communication Industry 120

Customers That Stick

OCTOBER 9, 2014

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately. Yours Sincerely, Adam Toporek.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

Experience Matters

MARCH 18, 2015

percentage-points over the past year, down from 56% in 2014. Comcast ’s score dropped two percentage-points since 2014, and this year, the company ranked 289 th out of 293 companies. Time Warner dropped the most, going down eight percentage-points, while Cox Communications dropped seven points, and AOL dropped six points.

Customer Experience 120

Customer Experience Communication Industry Customers 120

Experience Matters

MARCH 26, 2015

Four industry averages increased more than one point in their Temkin Trust Ratings between 2014 and 2015: Hotels (+4.2 Eight industry averages decreased more than one point in their Temkin Trust Ratings between 2014 and 2015: Internet service (-4.6 points), computers & tables (+3.8), banks (+2.8), and credit cards (+2.6).

Wireless 120

Wireless Banking Airlines Hotels 120

Kerry Bodine

JUNE 7, 2017

In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. But that’s not all. One of JetBlue’s most memorable ads simply read, “Not a tagline. Unfortunately, it wasn’t a promise that JetBlue could keep.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Constant and Effective Communication. If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Bring it.”

Contact Center 136

Contact Center Gamification Retail Course 136

Customer Bliss

OCTOBER 10, 2017

It was organized around a central timeline, which Maury himself “marched along to” as he communicated with the Board. The communication was always rooted in “why.” Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Experience Matters

MAY 26, 2015

Filling out the bottom of the ratings are Con Edison of New York, Cox Communications (for both Internet service and TV service), Charter Communications, Time Warner Cable (for both Internet service and TV service) , Blackboard , Frontier , CenturyLink , and Cigna. Six industries improved between 2014 and 2015, while 13 declined.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Customer Bliss

MAY 23, 2017

LaRocca joined NYRA in 2014 from Modell’s Sporting Goods, the largest privately held sporting goods retailer in the U.S., At Modell’s, LaRocca led its successful sponsorships of the 2014 Super Bowl and the 2013 Major League Baseball All-Star Game. It’s on her teams to make sure it’s communicated properly.

Sports 142

Sports Customer Experience Hospitality Retail 142

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Communication : Last, but certainly not least, is communication. What gets shared and communicated is viewed as important to your employees. And communication lends clarity, which is critical to a clear line of sight.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

Experience Matters

APRIL 21, 2015

US Cellular improved its Forgiveness Rating by more than any other company between 2014 and 2015, increasing its score by 29 percentage-points. In total, 43% of companies that were in both the 2014 and 2015 Forgiveness Ratings improved their score by at least one point. Computer & tablet makers increased the most, going up 6.2

Insurance 120

Insurance Airlines Banking Retail 120

Experience Matters

OCTOBER 13, 2015

See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Other firms to earn NPS of -5 or below are Commonwealth Edison , Pacific Gas and Electric , Charter Communications (TV service and Internet service), Comcast Internet service, RadioShack , Time Warner Cable Internet service, Cablevision Optimum , and Coventry Health Care.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

NICE inContact

DECEMBER 9, 2015

In 2010, Kristina Coker, Enterprise Mobility & Telecommunications Engineer, created a Request for Proposal (RFP) with a long wish list of ideal characteristics of a new contact center system including: Support for a wider range of communication channels. Scalability to satisfy seasonal call volumes. Flexibility to handle growth.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

BlueOcean

DECEMBER 16, 2019

Constant and Effective Communication. If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Any other changes – such as adjusted priorities or extended hours of operation – should likewise be communicated early and thoroughly.

Contact Center 156

Contact Center Gamification Transportation Travel 156

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. The most significant point about the 2015 CEE is the hard fact that according to KPMG Nunwood, the UK Customer Experience overall has NOT IMPROVED on 2014 – there is no measurable change on last years scores. Amen’ to that.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. Communicate your purpose. Communicate. Image courtesy of featureset I originally wrote today''s post for InsideCXM. Want to know the secret to customer retention? I''ll tell you, but first a story. I grew up on a farm in Ohio and, as a young girl, had many horses over the years.

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

Customer Bliss

NOVEMBER 29, 2021

A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. Using Design to Improve Patient Communications. New startups are disrupting the healthcare space, and they are leading the way to better patient communications. Click To Tweet.

Healthcare 139

Healthcare How To Advertising Banking 139

C3Centricity

APRIL 3, 2019

GOOD ANSWER : Our total budget is AAA of which BBB goes on communications and promotions. This post is adapted from an article which first appeared on C3Centricity in 2014. Say what your total budget is, how much you spend on advertising and promotions and what impact that has had on sales, in total. See the original.

Marketing 277

Marketing How To Advertising Brands 277

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. The largest jump from last year is employee communications and engagement.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

CSM Magazine

NOVEMBER 18, 2024

Rapid Deployment : Enables brands to quickly implement AI-powered communications without compromising security. Founded in 2014, PSG operates out of offices in Boston, Kansas City, London, Paris, Madrid, and Tel-Aviv. Data Protection : Implements strong guardrails around data storage, model training, and encryption.

Customer Experience 52

Customer Experience Healthcare Omni-Channel Chatbots 52

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? I''ve been using the phrase "short-sighted" a lot lately, and it got me thinking about how too many companies are short-sighted when it comes to customer experience management.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

Customer Bliss

JULY 11, 2017

In 2014, the National Diversity Council named her one of the Top 50 Most Powerful Women in Technology. Communication and storytelling. Catherine has a background in psychology, and often speaks of the importance of communication and storytelling. I communicated.” Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience Report Innovation 0

Customers That Stick

OCTOBER 6, 2014

CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. Communication: A Pillar of Customer Experience Success (Twitter conversation). CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field.

Customer Experience Professionals 123

Customer Experience Professionals Brand Values Strategy Communication 123

Vonage

AUGUST 15, 2016

In addition, the Group’s “ 2014 State of Digital Transformation ” survey found that overhauling customer service to meet the expectations of digital customers was the lowest ranked of eight priorities on companies’ digital transformation initiatives. Offer several communications channels. Focus on the outcome.

Self Service 120

Self Service Contact Center Trends Sales 120

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. Communicate it. For employee buy-in and involvement, communication and training are key, as well. Communicate. Image courtesy of nanagyei I originally wrote today''s post for Intradiem. What is your company''s approach to change management? Early and often. That''s OK.

Management 158

Management CEM Employee Experience Culture 158

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. I originally wrote today''s post for Intradiem. Have you thought about this question: "In your company, are customers persona non grata?" OK, a little Latin refresher to start off. What does "persona non grata" mean? According to Wikipedia, it means an unwelcome person.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

TechSee

DECEMBER 12, 2017

Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success. Visual experiences are gaining traction within customer interactions, and are poised to become the dominant channel for customer communications. One of biggest challenges is handling data.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

ShepHyken

DECEMBER 7, 2018

Numbers show that customers enjoy text message communication. Her question served as a lightbulb moment for us, eventually turning into Text Request , the business texting service we co-founded in the fall of 2014. Don’t get me wrong, I’m not suggesting you drop every other customer communication channel you’ve got.

Tools 120

Tools Customer Service Hospitality Healthcare 120