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

QuestionPro Audience

FEBRUARY 21, 2018

According to a study conducted by HSBC , 59% of consumers said they’d never heard of blockchain technology, and 80% of those who had heard of it didn’t understand what it is. Never fear—we’re going to break it down for you while we explore 4 ways consumers will benefit from Blockchain.

Consumers 170

Consumers Study Retail Technology 170

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

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

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

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

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Tesco continued their unfortunate journey from world domination to public implosion.

Retail 290

Retail Financial Report Customer Retention 290

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

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

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

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

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

Customers That Stick

DECEMBER 11, 2014

Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. We asked an open ended question: “What do you dislike most about holiday shopping?”

Infographics 160

Infographics Customer Experience Retail Survey 160

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

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. 26 August 2014. < 26 August 2014. < 24 April 2014. 26 August 2014. < 26 August 2014. < 26 August 2014. www.bautomation.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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

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

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. Magnified Human Technology : Digital and mobile will fuel the sense of empowerment and possibility for the individual consumer.

Trends 171

Trends Brands Retail Leadership 171

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

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

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

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

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

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

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

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

Experience Matters

MARCH 12, 2015

Of the fourteen insurers that we evaluated in both 2014 and 2015, American Family increased its score the most, going up five percentage-points from last year. Progressive is the only other insurer whose rating increased between 2014 and 2015, while GEICO ’s score stayed the same and the eleven other insurers’ ratings declined.

Insurance 120

Insurance Industry Effort Score Customer Experience 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

MAY 26, 2015

consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). Six industries improved between 2014 and 2015, while 13 declined. On average, hotels and computers increased the most between 2014 and 2015, while supermarkets, rental car agencies, and major appliances dropped the most.

Customer Service 120

Customer Service Airlines Banking Insurance 120

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

Experience Matters

MARCH 16, 2015

The average industry score for the effort component dropped from 85% in 2014 to 84% in 2015, while the average score for the emotion component dropped from 69% to 68%. Overall, the industry average for supermarkets remained about the same between 2014 and 2015.

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 13, 2015

in 2014 to 72.9% DHL increased its rating more than any other parcel delivery company, improving its score by 10 percentage-points between 2014 and 2015. 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

ijgolding

AUGUST 7, 2014

In 2014, a staggering number of 28 pubs are still being closed every week. Although it is easy to point the finger of blame at the government and the economy, it must not be ignored that the behaviour of the British consumer has changed radically. What they/we expect from a pub is on the whole different in 2014 to 2002.

Customer Experience 201

Customer Experience Customers Training Customer Retention 201