Doug Leather

MAY 15, 2014

As somebody who evangelises a customer-centric business model as one of the only ways of building meaningful competitive advantage for most organisations today, my assessment is that these priorities are a ‘step backwards.’ My comments on a couple of these 2014 investment priorities.

Infographics 57

Infographics Customer Centricity ROI Competitive Advantage 57

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? Your customer experience vision will be inspirational and aspirational; it will outline what you see as the future state of the customer experience.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. About the CEM Certification Program.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.

Customer Journeys 155

Customer Journeys Training Tools Touchpoint 155

Customer Bliss

APRIL 13, 2017

They’re putting a large suite of marketing activities under one tab, which is called The Experience Cloud — and yes, that’s the same thing Adobe calls their product. Sprinklr has been buying companies since 2014 in an effort to ultimately make this “pivot.”

Customer Experience 135

Customer Experience Customer Experience Management Culture Customers 135

Strativity

JUNE 10, 2014

Date: June 17, 2014 Time: 3pm – 4pm EDT . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Click here to register.

CEM 52

CEM Culture CRM Innovation 52

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). 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

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ Today, we have a much larger customer base, and we can’t keep doing things the ways we have always done them. Follow Colin Shaw on Twitter @ColinShaw_CX.

Case Study 142

Case Study Employee Engagement Study Engagement 142

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Think Customers

OCTOBER 5, 2014

According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 93

Customer Experience Loyalty Report Customer Experience Management 93

Customers That Stick

NOVEMBER 10, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. Twenty four tips to make it easier for them.

Omni-Channel 147

Omni-Channel Tips Mobile Customer Service Customers 147

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. What is your company''s approach to change management? In a previous post , I wrote about the customer experience inflection point. Ultimately, we listen to customers in order to improve the customer experience, and this really means changing how we currently do things.

Management 158

Management CEM Employee Experience Culture 158

Beyond Philosophy

NOVEMBER 4, 2014

19 August 2014. < 19 August 2014. < . < [link] > Carvalho, John. The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. < [link].

CEM 113

CEM Conference Customer Centricity Consumers 113

Lumoa

MAY 19, 2020

Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity.

How To 243

How To Multi-Channel Return on Investment Study 243

Strativity

JULY 18, 2014

. . July 2014 News . . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Orlando, FL October 21-23, 2014.

CEM 40

CEM Customer Experience Conference Employee Engagement 40

Customers That Stick

OCTOBER 13, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014. Thoughts on the Customer: Fewer Choices, More Happiness. Why Are Emotional Connections the Key to Exceptional Customer Service?

Call Center 119

Call Center Tips Exceptional Customer Service Training 119

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. from 2014 to 2019. Six Steps to Best-in-Class Customer Experience. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a. fundamental essence of Customer Experience, by reflecting on the year behind me. customers and publishing and speaking at conferences, getting into the field of. laboratory automation and robotics and selling systems, managing training and teaching.

Customer Experience 100

Customer Experience Customer Centricity Conference B2B 100

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. It’s rewarding every now and then to take stock of one’s entire career and how it has evolved.

Customer Experience 100

Customer Experience Customer Centricity Conference B2B 100

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

CX Journey

MARCH 17, 2015

I originally wrote today''s post for Confirmit in November 2014. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

Customer Guru

JULY 10, 2018

The impact that CX has on the revenues of a brand can be gauged by this data – a research by American Express revealed that 60% of customers are willing to pay more for better customer experience. Source: 2014 Global Customer Service Barometer | American Express.

Social Media 115

Social Media Customer Experience Advertising Infographics 115

Win the Customer

MARCH 18, 2015

Customer experience management can be a long term disaster for organizations that have been subjected to a data breach causing leaks of critical customer information and loss of customer trust. Customer Experience Management Technology'

Data 52

Data Customer Experience Customer Experience Management Study 52

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map. Techniques that will elevate your customer journey mapping to the next level . ? CEM Certification – October 21 – 23, 2014. . .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM Conference 74

Customer Interactions

JULY 7, 2015

Customer relations are a two-way street. In the 2014 Temkin Group report, The State of Customer Experience Management, it was found that nearly six out of ten large companies want to be their industry's CX leader within three years.

Customer Satisfaction 28

Customer Satisfaction Customer Experience Management Groups Survey 28

Customer Guru

MARCH 7, 2018

Utilising her knowledge and experience in the CX space, Devika spearheaded the CX initiatives at UAE Exchange that helped it to win two Customer Experience Benchmarking Index Awards in 2014. Sonia Bhatia Salmin – Customer Experience Specialist.

Fashion 113

Fashion Customer Centricity e-support Leadership 113

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. They are attuned to customer and client needs. Brand Ambassadors also build relationships with their customers.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48

BirdEye

FEBRUARY 15, 2024

From 2014 to 2018, there was a noticeable decrease in the length of reviews. Impact of niche review platforms While Google reviews have a commanding presence across different industries, consumers also turn to niche review websites to choose businesses across various sectors, especially in hospitality, finance, and property management.

Automotive 111

Automotive Healthcare Hospitality Retail 111

BirdEye

JULY 26, 2022

In 2014, Whatsapp was acquired by Meta – and since then, business owners have been advised against using the app for anything business-related. From a single inbox, you can reach out and respond to customers over text Google Messaging, Facebook, Instagram, email, voicemail, and beyond. Watch a demo.

Customer Service 98

Customer Service How To Video Communication 98

BirdEye

MAY 21, 2021

We started off as a social media agency in 2014. Now, we help businesses with SEO, online reputation management , and web development. . Can you tell us a little bit about what clients in healthcare are looking for and what their biggest challenges are in terms of SEO and reputation management? That’s evolved over time.

Feedback 92

Feedback Social Media Healthcare Tips 92

Beyond Philosophy

FEBRUARY 2, 2015

16 December 2014. < 16 December 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: “Music and Memory: 5 Awesome New Psychological Studies.” www.spring.org.uk. < [link] > Mohana, Malini. Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. < [link].

Tools 60

Tools Marketing CEM eBook 60

Clarabridge

DECEMBER 7, 2016

He began in technical support and in 2014 moved into customer experience as the VOC Analytics Project Manager. Chris has a passion for diving deep into customer pain points and working cross-functionally to address those issues. About Chris Rogers. Chris Rogers has been working at Constant Contact since 2008.

Feedback 81

Feedback Survey Case Study Analytics 81

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Customers deserve better.

CEM 60

CEM CRM Conference Employee Engagement 60

Forrester

APRIL 1, 2015

In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for their burgeoning CX program. customer experience journey mapping. customer experience management. customer experience maturity.

Customer Journeys 40

Customer Journeys Telecommunications Roadmap Customer Experience Management 40

ClearAction

JULY 3, 2017

In 2014 we were given responsibility for data governance, transferred from IT into TCE, so we now have data quality as part of our TCE vision and strategy. This article is part of a series in the Optimizing Business-to-Business Customer Experience monthly column on CustomerThink. Proactive Engagement through Data Governance.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

CX Journey

MAY 12, 2015

It appeared on their blog on November 20, 2014. In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience : Centralize, Analyze, Socialize, Strategize, and Operationalize. Why use storytelling in your customer experience management strategy?

e-support 80

e-support Tools Connections Metrics 80