ECXO

APRIL 18, 2024

Mark your calendars: When: April 24th, 2024 Time: 5 PM CET | 4 PM GMT [link] [link] Reserve your spot now for this insightful discussion that promises to offer invaluable perspectives and strategies for navigating the evolving landscape of digital customer interactions.

Insurance 334

Insurance Consulting Travel B2B 334

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. We’ve been measuring emotion as part of our Temkin Experience Ratings for four years.

ROI 288

ROI Consumers Measurement Metrics 288

Experience Investigators by 360Connext

OCTOBER 1, 2014

Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand. Added by Anne Reuss on Jan 31, 2014.

e-support 274

e-support Social Media Consulting Customers 274

InMoment XI

MAY 4, 2022

Those costs, particularly when layoffs are involved, can include low morale among stressed employees, and widespread distrust of the company by employees, according to the American Psychological Association’s 2014 Work and Well-Being Survey. Metlife had similar findings in its 2011 Annual U.S. Give Employees the Time They Need.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

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? Not technology! It is merely a tool.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

ijgolding

SEPTEMBER 8, 2014

In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with. Response via Email 06/09/2014 10:37. Sometimes the stories are inspiring. What a phenomenal way of dealing with a customer enquiry!! Disney Store.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

Comm100

FEBRUARY 19, 2014

Prior to the technology revolution, there were primarily three methods for the customer to interact with product/service providers – voice (phone), face to face or snail mail. Customer satisfaction with social media interactions is currently low as companies have yet to fully develop and integrate business practices for this channel.

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Experience Investigators by 360Connext

OCTOBER 6, 2014

Help your people who don’t interact with customers understand what that is like. Leaders of any organization should be interacting with their customer experience on some level every day. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Communicate in shareable ways.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Customer Bliss

DECEMBER 23, 2014

In 2014: What story emerged about who you are and what you value? Driving Culture Change beloved companies moments of customer interaction moments of truth telling a beloved company story' Did your decisions reflect what you intended? Are your decisions compelling customers to tell others to try your products and services?

Culture 176

Culture Interaction Company Marketing 176

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 Investigators by 360Connext

OCTOBER 31, 2014

Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. It shows two things: 1.

e-support 197

e-support Social Media Consulting Customer Centricity 197

ijgolding

NOVEMBER 28, 2014

Six years after Dave’s experience, we are arguably in an even more commanding position to get our voices heard by the masses, even if the companies we interact with directly appear not to be listening. 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.

Social Media 318

Social Media Airlines Video Consumers 318

Michelli Experience

JULY 20, 2016

1) Join a Parade, Don’t Start One – Pokémon has always had a strong following but an April 1, 2014 joke by Google blending Google maps with Pokémon had more than 18 million views. So what can all of us learn about “craveabilty” based on Pokémon Go? Here are a few things to consider….

Interaction 100

Interaction Technology Social Media How To 100

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Monday 29th September 2014. It never ceases to amaze me just how different every business I interact with seems to be from another – this is why I love doing what I do. Tuesday 30th September 2014. I was wrong.

Customer Experience Professionals 200

Customer Experience Professionals Customer Experience Customer Centricity Customer Journeys 200

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 150

Customer Experience Management Measurement Survey Interaction 150

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 150

Customer Experience Management Measurement Survey Interaction 150

InMoment XI

APRIL 23, 2014

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. As use of CX surveys diminishes, customer experience will be powered by customers interacting with their own data.

Customer Experience Management 150

Customer Experience Management Measurement Survey Interaction 150

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

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

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. In case you missed all the announcements that 2014 is the year of the journey map, why, and what that means, here''s a little background on journey maps. Image courtesy of Tom Rydquist I originally wrote today''s post for Intradiem. If you can''t, I''ll answer that question for you.

Customer Journeys 155

Customer Journeys Training Tools Touchpoint 155

Forrester

OCTOBER 1, 2014

Fast-forward to 2014 and things look a lot better in the world of CX. Leading companies in every country and every industry are making CX a strategic priority, investing millions to improve how customers perceive their interactions with the firm. It''s great to see, but I have to admit. I''m not willing to declare victory just yet.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. On top of that, new channels also continue to arrive, especially of the messaging type such as RCS and Apple Chat, reflecting generational adoption of asynchronous interaction. Contact centres influence this during each and every interaction.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

CloudCherry

FEBRUARY 26, 2019

Some of the data challenges reported by the respondents are: The quality of data and access to diverse sources of data are the top two challenges today facing analytics teams, as they have since 2014. In optimizing each interaction with the customer at every touchpoint, companies deliver on their ‘Customer-first’ promise.

Analytics 256

Analytics Report Analysis Study 256

PeopleMetrics

AUGUST 1, 2014

— Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. Your Employee Interactions Can Flip a Situation. — Alton Brown (@altonbrown) July 1, 2014. It only took 1.76

Feedback 120

Feedback Customers Video Connections 120

ijgolding

AUGUST 18, 2014

15th August 2014. As always, I like to see if the brands I review make any statement about their interaction with customers publicly – or in other words, do they explicitly make promises to their customers? At the end of the day, we all want to interact with companies that make the transaction as simple and pain free as possible.

Customer Experience 270

Customer Experience Effort Score Customers Insurance 270

Customers That Stick

OCTOBER 9, 2014

Small business owner and Social Media Manager at CTS, Tricia Keels began using “I apologize” in her customer interactions, and it made a large impact. Focus On “Value” “Value” is an extremely powerful word in customer-facing interactions. Use phrases like the following: I value your opinion.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

Kerry Bodine

JANUARY 11, 2019

If you tried to map each and every variation of customer interactions, you’d start by plotting one action (like seeing an ad). Every single possible customer interaction fits neatly into one of nine stages, which collectively make up what we here at Kerry Bodine & Co. The title of this post is actually a trick.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

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

MAY 26, 2015

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. Home Depot , Ross , Marriott , and eBay led 12 companies that improved by at least 10 points between 2014 and 2015.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Kerry Bodine

MARCH 8, 2017

The second concept is limited to the interactions customers have with in-person employees in certain industries. And in its 2014 survey of 200 companies, global analyst firm Gartner found that 89% of respondents planned to compete primarily on the basis of customer experience by 2016. When someone in the U.S.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Storyminers

NOVEMBER 2, 2016

CVS Health Corporation stopped selling tobacco products in 2014 to the dismay of shareholders but the applause of health care and insurance professionals. In the next 2-4 years, the Airbnb brand will become stronger and, through more authentic supplier-user interactions, it will earn even greater awareness.

Policies 170

Policies Customer Experience Hospitality Insurance 170

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. It also includes a summary of the 2014 Temkin Experience Ratings, likelihood to repurchase, and Temkin Forgiveness Ratings. Download for $695, includes report (.pdf) pdf) and data file (.xls). Download sample of data file (.xls)].

Report 120

Report Net Promoter Score Effort Score Innovation 120

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. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

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. What do customers want?

Self Service 120

Self Service Contact Center Trends Sales 120

NICE inContact

JULY 13, 2016

After six years in the cloud, Hoveround added inContact’s award-winning Personal Connection™ proactive outbound solution in 2014 and has seen outstanding results by eliminating the tell-tale awkward pause of typical legacy dialers. How omnichannel experiences help companies excel and differentiate their brand.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Experience Matters

AUGUST 31, 2015

The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. Here’s the executive summary: In Q3 2015, we surveyed 10,000 U.S. see last year’s data snapshot ). Download report for $195.

Data 120

Data Insurance Policies Groups 120

Experience Investigators by 360Connext

APRIL 30, 2015

Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand. Added by Anne Reuss on Jan 31, 2014.

Brands 110

Brands Retail Consulting Touchpoint 110