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

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

Maru Group

SEPTEMBER 6, 2022

With an increasing number of entertainment companies either announcing plans to or already entering the NFT market, the technology can be expected to adapt and become more consumer-facing in the next few years. It will take time for NFTs to move to be consumer-friendly because of what has preceded them. The majority of U.S.

Consumers 69

Consumers Entertainment Groups Technology 69

Experience Matters

JULY 22, 2015

These ratings provide insights into how consumers evaluate their relationships with 100s of companies across multiple industries. P.S. Here’s a link to the 2014 Temkin Ratings. We’ve been publishing the Temkin Ratings for five years. In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S.

Consumers 120

Consumers Industry Survey Customer Experience 120

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

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. View Article.

Feedback 195

Feedback Consumers Customers 195

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

Experience Matters

APRIL 9, 2015

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. percentage-points between 2014 and 2015. consumers’ financial security dips. To gauge the overall quality of life for the U.S. The bottom line : U.S. Customer experience'

Consumers 120

Consumers Financial Study Groups 120

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. This channel also has the highest satisfaction rating after voice with consumers. Chat Away in 2014. Web Chat – Customers Love It!

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

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. Let’s listen to Nunwood (bolding mine): … experienced, well-informed consumers have expectations that are no longer industry-specific. In 2014, customer’s expect ethics as standard. .

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Helen Dewdney

MARCH 29, 2022

What is a consumer champion? A “consumer champion” is the name given to an individual or organisation that speaks up for consumers and their rights. But how do you see a consumer champion? An advocate for the consumer? Some businesses do see the advantages of working with a consumer champion. A campaigner?

Consumers 59

Consumers Government Consulting Policies 59

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

CSM Magazine

OCTOBER 6, 2020

reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI. Global research from Capgemini reflects this sentiment, revealing that 62% of consumers would place higher trust in an organisation whose AI interactions they perceive as ethical. AI and consumer trust – a delicate balance.

Consumers 52

Consumers Insurance Self Service Customer Confidence 52

Helen Dewdney

SEPTEMBER 4, 2018

As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Dave feedback about The Complaining Cow in his Tesco Plc Half Year 2014/15 Earnings Presentation October 23 rd 2014. “I’ll Consumer law change.

Case Study 60

Case Study Consumers Study Social Media 60

Experience Matters

DECEMBER 1, 2014

Our ROI of Customer Experience, 2014 shows that emotion is the most significant driver of loyalty, especially when it comes to consumers recommending firms to their friends. consumers), H-E-B earned the highest overall emotion rating of 84%, outpacing second place Trader Joe’s by three points.

ROI 288

ROI Consumers Measurement Metrics 288

Experience Matters

OCTOBER 27, 2014

consumers): H-E-B , Food Lion , Burger King , Chick-fil-A , Publix , credit unions , Sonic Drive-In , Trader Joe’s , Dairy Queen , Kroger , Little Caesar’s , Starbucks , Piggly Wiggly , and Regions have the highest effort ratings. the others: parcel delivery services and retailers.

Hotels 248

Hotels Retail Industry Measurement 248

QuestionPro Audience

FEBRUARY 12, 2018

million in 2014!), Consumer needs change over time, influenced by new technology and different conditions, and you may find new needs that are not being met, which can create new opportunities for your business. If consumers are worried, then they will be more restrained when spending money, which affects the business.

Marketing 239

Marketing Consumers Study Innovation 239

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Equally dangerous is the risk of myopically focusing just on the immediate sector competitors , who are often only marginally different in the consumers’ eyes. Thanks for listening.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

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

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

QuestionPro Audience

OCTOBER 2, 2018

To gain insight into the consumer’s mind, the company uses surveys to conduct market research. By giving consumers the opportunity to give their feedback, Nest can tailor their products to the consumer’s needs and wants. Three years later, in 2014, Google bought the company for $3.2 All due to a little market research.

Brands 191

Brands Marketing Consumers Survey 191

ijgolding

AUGUST 13, 2014

The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years. In 2014, bookstores need to demonstrate that they offer something more than books. In 2014 the world for pharmaceutical companies looks very different.

Customer Centricity 215

Customer Centricity Retail eBook Industry 215

Customer Bliss

NOVEMBER 29, 2021

To support those conversations, the Choosing Wisely® Initiative of the American Board of Internal Medicine Foundation in partnership with Consumer Reports was established. A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. Click To Tweet.

Healthcare 139

Healthcare How To Advertising Banking 139

Experience Matters

MARCH 26, 2015

consumers to rate the level of trust that consumers have with 293 organizations across 20 industries. Four industry averages increased more than one point in their Temkin Trust Ratings between 2014 and 2015: Hotels (+4.2 We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings.

Wireless 120

Wireless Banking Airlines Hotels 120

Helen Dewdney

JUNE 21, 2016

I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. EU legislation is intended to give consumers across the EU equivalent rights. See the UK European Consumer Centre for more details. The Consumer Rights Directive 2013 .

Consumers 56

Consumers Government Sales Marketing 56

Experience Matters

MARCH 19, 2015

After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating over all five years. Out of any of the 20 industries that we evaluated, the hotel industry saw the largest improvement over its 2014 ratings as the industry average increased by 6.2

Hotels 120

Hotels Customer Experience Effort Score Industry 120

InMoment XI

FEBRUARY 24, 2014

“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.”

Marketing 150

Marketing Trends Consumers Report 150

InMoment XI

FEBRUARY 24, 2014

“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.”

Marketing 150

Marketing Trends Consumers Report 150

InMoment XI

FEBRUARY 24, 2014

“Consumers are more and more aware that personality and profit can be compatible” – Trendwatching.com. The annual 2014 Trend Report by trendwatching.com, once again highlights a mega trend that has been on the rise for several years – the concept of “Human Brands.”

Marketing 150

Marketing Trends Consumers Report 150

Experience Matters

MARCH 20, 2015

in 2014 to 64.0% Scottrade improved the most, going up eight percentage-points since 2014, while Wells Fargo Advisors went up by four points and Merrill Lynch improved by two points. Nine companies decreased their rating between 2014 and 2015. The industry tied for 9 th place out of the 20 industries we evaluated.

Effort Score 120

Effort Score Customer Experience Financial Industry 120

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. hours per day over the past year.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

ijgolding

NOVEMBER 8, 2016

A business with a long and proud heritage, for the last five years, the retailer has struggled to remain relevant to the UK consumer. In 2014, Orient were a ‘penalty shoot out’ away from winning the League 1 play off final. In 2014, Leyton Orient was a business with heart and soul.

Sports 237

Sports Entertainment Airlines Customer Base 237

Experience Matters

MARCH 13, 2015

in 2014 to 63.7% Between 2014 and 2015, Subaru ’s rating dropped 16 percentage-points, from 73% down to 57% over the past year. Of the five companies in the entire Ratings whose scores declined the most between 2014 and 2015, three of the companies are auto dealers. in 2015, the lowest score they’ve had since 2012.

Customer Experience 120

Customer Experience Industry Customers Survey 120

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. Our need for Wi-Fi has become so critical that most consumers see it as a basic requirement when interacting with organisations – unfortunately, many businesses do not quite see it that way.

Social Media 212

Social Media Hotels Entertainment Retail 212

Experience Matters

MARCH 11, 2015

Lenovo dropped six percentage-points from 2014, while this is the first year that Asus has been included in the Ratings. Sony (+5 points) and Apple (+1 point) were the only companies in this industry to improve their ratings between 2014 and 2015.

Customer Experience 120

Customer Experience Industry Survey Consumers 120

Experience Matters

APRIL 21, 2015

consumers to rate the level of forgiveness earned by 293 organizations across 20 industries ( see.pdf with full list ). US Cellular improved its Forgiveness Rating by more than any other company between 2014 and 2015, increasing its score by 29 percentage-points. consumers during January 2015. It uses feedback from 10,000 U.S.

Insurance 120

Insurance Airlines Banking Retail 120

Experience Matters

MARCH 18, 2015

The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined. This is following a 14-point decline between 2013 and 2014. In 2014, U.S. Virgin Mobile has been steadily improving its ratings over the past five years.

Wireless 120

Wireless Effort Score Customer Experience Industry 120